Troubleshooting your interactive pen display

ClosedResolving issues with power and video

Refer to the following table for information on resolving issues with power and video.

Power LED status and fault symptom

Solution

The Power LED lights blue but you can't see an image on the display.

  • See Resolving issues with the image.

The Power LED lights orange after being blue for a time with no video output.

  • Make sure the video cable isn't longer than 23' (7 m).

  • Turn off your computer and make sure:

    • the video cable is correctly connected to the interactive pen display and the computer.

    • the video cable isn't bent or broken and has no bent or broken pins in either connector.

      Note

      If you're using a video cable adapter, check those connections as well.

    • the video card in your computer is installed correctly and is operating properly.

  • If the issue persists, see Resolving issues with the image.

The Power LED is off.

  • Test the power outlet with a known working device (such as a lamp) to make sure its working properly.

  • Make sure the power connections at the power outlet, power supply, and interactive pen display are secure.

  • If the interactive pen display still doesn't turn on, contact SMART Support (smarttech.com/contactsupport).

ClosedResolving issues with the cordless pen and touch

Refer to the following table for information about resolving issues with the cordless pen and touch interactivity.

Note

The interactive pen display does not support the use of fist or palm gestures for erasing.

Symptom

Solution

The Status LED fails to light when the pen nib comes close to the surface or when you press a pen button.

  • Make sure the SMART Board service is running on your computer.

    1. Open SMART Settings, and then select About Software and Product Support > Tools > Diagnostics.

    2. If the Status field contains a "SMART Board service is not running" message, click the Service menu, and then select Start.

  • Run the Connection Wizard in SMART Settings to ensure SMART Board Services are running. Open SMART Settings, and then press Connect Wizard.

  • Make sure the USB cable is properly connected to an active port on the computer and to the interactive pen display.

  • Make sure the latest version of SMART Product Drivers is installed on your computer. See smarttech.com/downloads.

  • Make sure the computer's USB interface isn't disabled.

  • If a USB extender is installed between the interactive pen display and your computer, remove it and try a direct USB connection of no more than 16' 5" (5 m).

  • If you're using a Mac computer equipped with a USB 3.0 port, you may need to install a USB 2.0 hub between the computer and the interactive pen display.

  • If the Status indicator still doesn't turn on, contact SMART Support (smarttech.com/contactsupport).

You can't use the cordless pen to write, erase or move the mouse.

  • Check the Status LED, If it's not lit, see above.

When you write or draw with the cordless pen, you see a pointer instead of digital ink.

  • Make sure you have selected an ink color using one of the pen color buttons on the side of the interactive pen display.

  • Make sure the SMART Board service is running on your computer (see above).

  • Run the Connection Wizard in SMART Settings to ensure SMART Board Services are running (see above).

  • Ensure the body of the cordless pen is not damaged.

  • If the cordless pen still doesn't work, contact SMART Support (smarttech.com/contactsupport).

The interactive pen display responds to touch but not to writing with a pen.

  • Make sure the SMART Board service is running on your computer (see above).

  • Reinstall or update SMART Product Drivers. See smarttech.com/downloads.

When you touch or write on the screen, the pointer or digital ink appears in the wrong place.

  • Orient the interactive pen display (see Orienting your interactive pen display).

    Note

    If you are using the orientation feature while multiple displays connected to the interactive pen display, press SPACEBAR on the keyboard until the orientation screen appears on the interactive pen display.

The interactive pen display doesn't respond to touch or writing with a pen.

  • Make sure the latest version of SMART Product Drivers is installed on your computer. See smarttech.com/downloads.

  • Make sure the SMART Board service is running on your computer (see above).

  • Run the Connection Wizard in SMART Settings to ensure SMART Board Services are running (see above).

    Important

    You can write notes over applications and your desktop only if SMART Product Drivers is running on your computer. If the SMART Board icon in the Windows notification area or Mac Dock has a small red x in the lower right corner or , SMART Product Drivers is not running on your computer or the display is not connected properly.

  • Restart the interactive pen display. See Turning your interactive pen display on and off.

Digital ink doesn't appear as you expect.

  • Check the customized pen settings in SMART Notebook software or SMART Meeting Pro software. For more information on setting digital ink properties (such as, color, line thickness, line style and transparency), refer to the SMART software's online Help.

  • For additional troubleshooting information, refer to the Troubleshooting Product Drivers 12 and SMART Ink 5 support site pages.

You can't write or draw in Microsoft Office.

  • Make sure Microsoft Office 2013 or later is installed.

  • Make sure the Microsoft Word, Excel and PowerPoint ink tools are enabled in SMART Ink Settings. For more information about enabling these settings, refer to the Changing SMART Ink 5 settings support site page.

  • Reinstall or update SMART Product Drivers.

  • For additional trouble shooting information, refer to the Troubleshooting the SMART Ink 5 plug-ins for Microsoft Office support site page.

ClosedResolving issues with the image

If you encounter issues with the image on the interactive pen display, refer to the following tables. For additional information about color issues, see the documentation that came with your operating system or applications.

Symptoms

Solution

The interactive pen display shows no image and the Power LED is off.

  • Make sure the power adapter is connected (see Resolving issues with power and video).

  • Press the Power button to turn the interactive pen display on.

  • If the interactive pen display is being used to display a connected computer's image on more than one display, ensure the computer is configured to be in cloned or extended desktop mode.

  • Make sure the video cable is correctly installed between the computer and interactive pen display.

The interactive pen display shows no image and the Power LED is orange.

  • Ensure the video cable is properly connected.

  • Use the OSD options to reset the current display settings to the factory default settings. See Adjusting video settings with the on-screen display (OSD) menu.

The interactive pen display shows a "No Input Signal" message.

  • Make sure your computer isn't in Power Management mode (sleep or standby). To bring it out of Power Management mode, press any key on your keyboard, or touch the cordless pen to the interactive pen display.

  • Make sure your computer is turned on.

  • Turn your computer and the interactive pen display off, and then make sure:

    • the video cable's connector pins aren't bent or broken.

      Tip

      Test the video cable by installing it between a computer and display that are known to function correctly together.

    • the video card in your computer is installed correctly, and is operating properly.

  • Replace any video cable extenders between the computer and interactive pen display with a standard video cable of a length no greater than 23' (7 m).

    Note

    For more information on configuring video connections to your SMART product, see Connecting your interactive pend display to your computer and Connecting your interactive pen display to other devices.

The screen flashes multiple times.

  • Change the video resolution/refresh rate of your computer.

  • Replace any video cable extenders between the computer and interactive pen display with a standard video cable of a length no greater than 23' (7 m).

  • If you're using an input selector switch box check your hardware connections.

Color quality is poor or inaccurate.

  • Use the OSD options to return the current display parameters to the factory default settings.

  • If a VGA cable is installed between the interactive pen display and your computer, try:

    • checking the cable is secure

    • using a shorter VGA cable

When an image appears for a long time without refreshing the screen, an after image remains.

  • Use a screen saver or other power management feature. See the Image persistence or burn in on LCD displays SMART Communities article.

There are lines or snow on the screen or the image is flickering or flashing.

  • Set the connected computer's resolution and refresh rates to one of the following values supported by the interactive pen display:

    Resolution

    Refresh rate

    640 × 480

    60Hz

    800 × 600

    60Hz

    1024 × 768

    60Hz

    1280 × 800

    60Hz

    1366 × 768

    60Hz

    1280 × 1024

    60Hz

    1680 × 1050

    60Hz

    1920 × 1080

    60Hz

  • Open the on-screen display menu. If it appears correctly, the issue is with the video input.

  • Restart the interactive pen display. See Turning your interactive pen display on and off.

There are bright spots on the screen.

  • Open the on-screen display menu. If it appears correctly, the issue is with the video input.

  • Take a photograph of the screen and send it to SMART support. If SMART support determines that the issue is with the screen and the interactive pen display is under warranty, you may be eligible for a replacement.

The image isn't clear. There are lines, double images or other distortions.

  • Adjust the interactive pen display's image settings. See Adjusting video settings with the on-screen display (OSD) menu.

The image is cut off or shifted to the left or right.

  • Adjust any connected computers' video settings, particularly zoom, crop and underscan. See the computer's operating system documentation.

  • If the computer's desktop is entirely black, change it to dark gray or a different color.

  • If the computer's background is extended across multiple screens, duplicate the desktop across the screens or set the interactive pen display as the only screen.

The image doesn't fill the entire screen.

  • Adjust any connected computers' video settings, particularly overscan. See the computer's operating system documentation.

You're experiencing other issues with image quality, or the previous solutions don't resolve the issue.

  • Contact SMART Support (smarttech.com/contactsupport).

ClosedResolving issues with VGA connections

If you encounter image issues with the interactive pen display with a VGA connection, refer to the following table.

Symptom

Solution

The image ripples or flickers.

  • Use the OSD options to return the display settings to the factory default settings.

  • Use OSD options to adjust the phase and pitch.

  • Make sure the display adapter or video card matches the resolution and refresh rate specifications of the interactive pen display.

  • Select Auto Adjust in the OSD options to automatically optimize the interactive pen display's image. If necessary, use the OSD options to adjust the phase and pitch.

  • Note

    See Adjusting video settings with the on-screen display (OSD) menu.

The image isn't clear, and text or other portions of the screen appear blurred.

  • Select 1:1 in the Scaling OSD option to display the image at the actual resolution.

  • Select Auto Adjust in the OSD options to automatically optimize the display screen image. If necessary, use the OSD options to adjust the phase and pitch.

  • Turn the interactive pen display off and then back on.

The image appears shifted to the left or right on the screen.

OR

The image size isn't correct.

  • Select 1:1 in the Scaling OSD option to display the image at the actual resolution.

  • Select Auto Adjust in the OSD options to automatically optimize the display screen image. If necessary, use the Other OSD option to adjust the phase and pitch, and the vertical and horizontal positions.

    Note

    See Adjusting video settings with the on-screen display (OSD) menu.

ClosedResolving Mac-specific issues

Mac computers only

If you encounter issues using the interactive pen display with a Mac computer, refer to the following table.

Symptom

Solution

At startup, a message states that SMART Product Drivers failed to load or the interactive pen display preferences aren't created.

  • Make sure the Power LED is on and the USB cable is securely connected to an active USB receptacle on your computer or to a USB hub.

  • Connect the interactive pen display to a different USB port.

    1. Select Finder > Utilities > System Profiles > Content > Hardware > USB, and then make sure your USB pen display model is listed.

    2. Select Finder > Utilities.

    3. Start the Disk Utility program, and then

    4. Run Repair Disk Permissions from the First Aid tab. If this doesn't resolve the problem, contact SMART Support.

Handwriting Recognition doesn't work correctly.

  • Ink preference files may be damaged. Remove the damaged Ink preference files (see To remove ink preference files from your Mac computer).

You can remove damaged ink preference files from your Mac computer to resolve some issues with handwriting recognition and digital ink.

To remove ink preference files from your Mac computer

  1. Start your computer in Administration mode.

  2. Select Apple menu > System Preferences > Ink, and then select to disable handwriting recognition.

  3. Select Finder > Home > Library > Preferences, and then remove the following files:

    • com.apple.ink.framework.plist

    • com.apple.ink.inkpad.plist

    • com.apple.ink.inkpad.sketch

      Note

      The files are recreated automatically when you enable handwriting recognition in the next step.

  4. Select Apple menu > System Preferences > Ink, and then enable handwriting recognition.

    Contact Apple Support if the handwriting recognition and digital ink issues persist.