SMART SBID-GX165, Installation And Maintenance Manual

Page: 66 / 97

Chapter 5
Troubleshooting the display
smarttech.com/kb/171744 66
Touch isn’t working as expected
Symptom Troubleshooting steps
The display doesn’t respond to touch
on the Home screen with no computer
connected.
l
If a lock icon appears briefly on the left and right sides of the screen, the Lock screen
feature is enabled. To un-lock the screen, try either of the following procedures:
o
Touch the lock icon when it appears.
o
Use either the display’s remote control or a USB mouse connected to the Service
connector on the side connector panel to access
Display Settings > Lock and
remote control , and disable the Touch lock setting.
See Side and bottom connector panels on page 49 and Appendix A: Adjusting
display settings on page 74.
l
Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared
audio devices, or move the display to another location in the room.
l
Restart the display.
See Turning the display on or off on page 53.
The display doesn’t respond to touch
when viewing the input from a
connected computer.
l
Make sure SMART Product Drivers 12.17 SP1 or later are installed and running on any
connected computers.
l
Make sure the USB cable between the display and the computer doesn’t exceed the
supported maximum cable length. See
Using recommended cables on page 39.
l
Make sure any connected computers have detected the display’s USB connection and
SMART Product Drivers 12.17 SP1 or later are installed.
l
For Mac computers with macOS Mojave, see How to resolve issues with installing and
using SMART Learning Suite software on macOS Mojave .
When viewing the image from a
connected computer, the display
responds to touch intermittently.
OR
When you touch the screen, the
pointer doesn’t appear in the correct
place.
l
Restart the display.
See Turning the display on or off on page 53.
l
Make sure SMART Product Drivers and SMART Ink are installed and running on any
connected computers.
l
Confirm with the installers that the computer is connected to the display with only a
single cable.
l
Update SMART product drivers.
l
Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared
audio devices, or move the display to another location in the room.
l
Remove any USB extenders to help isolate the USB cable.
l
Update the firmware .
l
Make sure the video and USB cables that connect any computers to the display are
connected using the correct connectors on the display.
l
Make sure the USB cable between the display and the computer doesn’t exceed the
supported maximum cable length. See
Using recommended cables on page 39.