Smarteh MX (V2) Series, User Manual

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Chapter 5
Troubleshooting
smarttech.com/kb/171554 xlii
The pens and erasers aren’t working as expected
Symptom Troubleshooting steps
The SMART product doesn’t respond
to touch or writing with a pen.
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Touch is not available right after waking up the display or turning it on. Wait a few
seconds and then the display will respond to touch.
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Make sure any connected computers have detected the SMART product’s USB
connection and
SMART Product Drivers 12.14 or later is installed.
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On Windows computers, open Device Manager and make sure there is no red X or
yellow explanation mark (!) over the SMART product’s icon.
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On Mac computers, open System Information and make sure there are no error
messages in the SMART product’s row.
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Reinstall or update SMART Product Drivers and SMART Ink on any connected
computers.
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Make sure SMART Product Drivers is version 12.14 or later.
The SMART product responds to
touch but not to writing with a pen.
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Reinstall or update SMART Product Drivers and SMART Ink on any connected
computers.
When you write on the screen, the ink
appears in the wrong place.
OR
Writing is intermittent.
OR
Ink disappears as you write.
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Make sure you are using a SMART Board MX or MX Pro series interactive display pen.
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Restart the SMART product.
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Confirm with the installers that the computer is connected to the SMART product with
only a single cable.
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Make sure SMART Product Drivers and SMART Ink are installed and running on any
connected computers.
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Make sure the pen nib is not worn. Replacement pens are available from the Store for
SMART Parts (see
smarttech.com/Support/PartsStore ).
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Make sure SMART Product Drivers and SMART Ink are installed and running on any
connected computers. Orient the display. See Orienting your SMART interactive
product using SMART Product Drivers 12 .
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Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared
audio devices, or move the SMART product to another location in the room.
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Update the firmware .
You can’t write or draw in Microsoft®
Office.
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Make sure Microsoft Office 2013 or later is installed.
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Reinstall or update SMART Product Drivers and SMART Ink .
iQ apps aren’t working as expected
Symptom Troubleshooting steps
iQ apps aren’t working as expected. See Troubleshooting the iQ experience .