Troubleshooting a 2-pen Smartboard

Modified on Tue, Jan 12, 2021 at 12:39 PM

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Resolving issues with general behavior

Issue	Solutions
The interactive whiteboard is behaving erratically.	Reset the interactive whiteboard by disconnecting and then reconnecting the power cable. TIP The interactive whiteboard’s power cable connects to the controller at the bottom-center at the back of the interactive whiteboard. You can access the connection from beneath the pen tray or pen ledge.

Resolving issues with touch

Issue	Solutions
The entire interactive surface doesn’t respond to touch.	Make sure the interactive whiteboard has a direct USB connection to the computer and the USB cable is no longer than 16' (5 m). Make sure the interactive whiteboard has power by verifying that the indicator light is solid green. TIP The power indicator light is on the controller at the bottom-center at the back of the interactive whiteboard, which can be seen from beneath the pen tray or pen ledge. For interactive whiteboards that use a pen tray with indicator lights (instead of a pen ledge), see Using the indicator lights to resolve issues.
Some areas of the interactive surface do not respond to touch. Touch response is dropped or intermittent when you use a pen or your finger.	Remove any artwork, pieces of paper, decorations, or any other potential obstructions attached to the sides of the interactive whiteboard. They could be interfering with the touch detection camera system. Make sure you’re using the correct pens for the interactive whiteboard. The pens for SMART Board M600 series interactive whiteboards have a 1/4" (6.3 mm) tip diameter. Using pens from a different interactive whiteboard model can cause unpredictable results. Using a lint-free cloth, clean the retroreflective frames and cameras of your interactive whiteboard. TIP Be careful as you clean the cameras. Use a non-contact bellows-bulb instead of a cloth on the camera lens. Verify that the retroreflective frames are not damaged. Calibrate and orient the interactive whiteboard.
Touch or ink alignment is inaccurate.	Orient the interactive whiteboard. Ensure the projector and the interactive whiteboard are securely mounted and not moving.

Resolving issues with connectivity

Issue	Solutions
You can’t establish a connection between the computer and the interactive whiteboard.	Make sure the USB cable between the computer and the interactive whiteboard controller (the DSP) is securely connected. Connect the USB cable to a different USB receptacle on the computer. Reset the interactive whiteboard by disconnecting the power cable, waiting a few seconds, and then reconnecting the power cable.

Using the indicator lights to resolve issues

Issue	Solutions
For models with a pen tray, none of the tool status lights (pointer, pen colors, and eraser status light) are lit. SMART Settings indicates that “No SMART Boards are connected” and an X appears next to the SMART Board icon.	Make sure the USB cable is securely connected to the interactive whiteboard and the computer. Connect the USB cable to a different USB receptacle on the computer. Make sure the green power light on the interactive whiteboard controller (the DSP) is lit. The controller is at the bottom-center at the back of the interactive whiteboard. Make sure the flat cable that connects the pen tray to the DSP is securely connected. Make sure the USB cable is securely connected between the computer and the interactive whiteboard’s DSP controller module. (at the bottom-center on the interactive whiteboard’s rear surface).
The controller power light is not lit.	Make sure the power cable is securely connected to the interactive whiteboard and the power outlet. Confirm the power outlet is working by connecting another device.
The status light is flashing white. The interactive whiteboard is working only in HID mode (mouse mode): Touch works when you use a pen or your finger, but writing and drawing don’t work without selecting a pen tool manually.	SMART Product Drivers is not running. Restart the computer to restart SMART Product Drivers.
The interactive whiteboard controller power light is flashing amber or solid amber. The interactive whiteboard doesn’t respond to touch.	A firmware update is taking place. Allow the firmware update to finish. Reset the interactive whiteboard by disconnecting and then reconnecting the power cable.
For models with a pen tray, all the tool status lights (pointer, pen colors, and eraser status light) are lit. The interactive whiteboard doesn’t respond to touch.	The interactive whiteboard DSP controller’s application firmware may not be operating. This can happen if a firmware update is interrupted before it has finished. If the interactive whiteboard does not respond to touch after reapplying the DSP controller’s firmware, recalibrate the optical touch system by using the SBM600 touch system calibration software (requires calibration puck hardware, part number 1029480).