M
ASTER
T
ROUBLESHOOTING
G
UIDE FOR
6000/8000
G3/G4/G5
I
NTERACTIVE
F
LAT
P
ANELS
13 smarttech.com/kb/171103
4.3.
4.3.
4.3.
4.3.
There is ink/touch but it is intermittent
There is ink/touch but it is intermittent
There is ink/touch but it is intermittent
There is ink/touch but it is intermittent
4.3.1.
Restart your PC before doing anything else. While not likely, the PC may have
USB issues preventing the IFP from properly communicating
4.3.2.
If the bezel or glass is dusty, dirty, or has some sort of foreign material on it the
touch may be interrupted, and cleaning this is always a good first step. Refer to
your user guide for specific cleaning steps for your IFP
4.3.3.
Try to calibrate and orient. The panel should only ever require calibration upon
initial install, unless the room/lighting changes. However, if either has been
corrupted you may see this message. This can be found in the SMART Hardware
Settings. You may find that using a closed fist as opposed to pen finger will work,
and then you can go back and try a pen or finger if successful. A closed fist can
provide a bigger target to calibrate against, and then it can be refined with a
pen/finger.
4.3.4.
Because these are Infrared (IR) based cameras, they can be subject to
interference from other IR sources. Follow this rule of thumb – if it never calibrates
it is potentially an interfering IR source. Remove any potential IR sources from the
room, or move the panel to a different space to verify. Most likely sources are
windows, incandescent or arc lights, IR audio devices, desk lamps and molten
lava. Lava will cause other issues though so be careful in removing it.
4.3.5.
It is possible that you have a failed camera, or a camera that has had its
internal firmware corrupted (G4 only), and if the initial steps do not resolve contact
SMART Support to further troubleshoot the issues
4.3.6.
If the intermittent touch starts in the middle of the board or in one or multiple
corners and gets worse over time, you have a potential mounting issue in terms of
flatness of the mounting surface. Essentially it will in turn affect the glass flatness,
causing it to bow and incorrectly deflect the view of the touch sensors causing the
touch to stop working. The board should be removed from the wall and calibrated.
If the problem persists off the wall, please contact support. If the problem goes
away off the wall, inspect the wall/mount for issues. Contact SMART Support for
more help.
4.4.
4.4.
4.4.
4.4.
Finger works but pen doesn’t
Finger works but pen doesn’t
Finger works but pen doesn’t
Finger works but pen doesn’t
4.4.1.
This can indicate you are not running SMART Drivers, which can be found on the
SMART Support page under Product Drivers
4.4.2.
Try to calibrate and orient. The panel should only ever require calibration upon
initial install, unless the room/lighting changes. However, if either has been
corrupted you may see this message. This can be found in the SMART Hardware
Settings. You may find that using a closed fist as opposed to pen finger will work,
and then you can go back and try a pen or finger if successful. A closed fist can
provide a bigger target to calibrate against, and then it can be refined with a
pen/finger.
4.4.3.
It is possible that you have a failed camera, or a camera that has had its internal
firmware corrupted, and if the initial steps do not resolve contact SMART Support
to further troubleshoot the issues
