IssueSolutions

The interactive whiteboard’s status light doesn’t illuminate.

The computer doesn’t detect the interactive whiteboard and can’t connect to it.

Restart the computer.

If the issue persists, reset the smartboard controller.

If the issue persists, swap the controller module from a working whiteboard to confirm if the controller module is the cause of the problem. (create a ticket)

The status light is flashing green.

The interactive whiteboard is working only in HID mode (mouse mode).

SMART Settings may display "SMART Board service is not running" message.

Restart the computer.

If the issue persists, reset the smartboard controller.

If the issue persists, swap the controller module from a working whiteboard to confirm if the controller module is the cause of the problem. (create a ticket)

Status light flashing amber or solid amber.

The interactive whiteboard doesn’t respond to touch.

An amber light is blinking on the SC9 or SC12 controller or a message appears telling you to update your firmware (create a ticket)

Status light is flashing red.

The interactive whiteboard doesn’t respond to touch.

SMART control panel displays a "No SMART Boards are connected" message.

Use a single USB cord no longer than 16' (5 m) to connect the interactive whiteboard and the computer. This will eliminate potential issues from intermediate USB devices (such as wall plates, extenders, and so on). 

Confirm the USB cable is working or replace it with a known working USB cable.

Restart the computer.

If the issue persists, reset the smartboard controller.

If the issue persists, swap the controller module from a working whiteboard to confirm if the controller module is the cause of the problem (create a ticket)



Resetting the Smartboard


If your interactive whiteboard behaves erratically or becomes unresponsive, possibly because of an electrostatic discharge, a power fade or interruption or some other event, you might be able to restore normal operation by resetting your interactive whiteboard.


Reset your interactive whiteboard by disconnecting and then reconnecting the USB cable, or by removing and replacing the power plug to the expansion module. This step turns the power off and back on, resetting all components of your product.


The Reset Button


The Reset button on the side of your interactive whiteboard's controller module lets you reset the controller. The Reset button is recessed so that it can't be triggered accidentally. Use the tip of a pen tray pen or another pointed object, such as a ball-point pen, to press this button.


Press the Reset button and hold for a few seconds until you see the pen tray lights cycle through from left to right.


After you press the Reset button, the controller module resets and operates normally.


NOTE

Pressing and holding the Reset button for longer than three seconds clears any saved 4- or 9-point orientation data from the controller module's memory, and the alignment defaults to factory settings. So remember to reorient your board after a reset.