Troubleshooting SMART Board Problems

troubleshooting

Pens  Light   |  Floating Toolbar  |  Digital Ink
Bluetooth  |  Doc Cam

Icon is gone: Software version 10.8-11 or 10.6-10.7

Check the SMART board warranty.


IF YOUR PENS WORK BUT YOU CAN'T TOUCH THE SCREEN AND DO ANYTHING...
You have installed version 10 and it won't work on the Windows 8.1 operating system.
To fix: Install version 11.4. Click HERE.
 


Pens

When one or more pens from the SMART Board pen tray do not work, you can refer to this video.
Try each of these steps one at a time, then see if the pen(s) work:

  1. Mouse settingIf you have a Dell laptop and the pens are acting as a pointer OR the touchpad is not working, go to START screen and search for and select Control Panel. Select Mouse and then click to change touchpad settings. Choose Device Select Button Settings. At the bottom, uncheck the box "Disable Touchpad/Pointing Stick when external USB mouse is present. 
     
  2. Check for obstructions of the sensors.
     
  3. Check that the short gray wire under the pen tray (looks like a phone cord) is plugged in. If you also cannot orient the board, the gray wire is probably unplugged. 

    reset button
  4. Reset the controller module (behind the board, on the right side) by using one of the SMART Board pens to press the blue Reset Button for less than 3 seconds. 

  5. Use the point of a pen to apply pressure downward and to the left on the sensor(s) that is not working. The light may flicker.

  6. Trade out the non-working pen tray with another pen tray from a board that is known to be working.  
    1. Unplug the short wire underneath the pen tray.  It looks like a short gray phone wire.
    2. Then, while pressing the clips under the pen tray (they’re about shoulder width apart), pull the tray towards you.  
    3. Attach the working tray by sliding into the clips toward the tray, and plugging the gray wire back in.

  7. Replace the gray wire with a wire from a board that is working.  Unplug the wire underneath the pen tray and at the controller box behind the board.

  8. Go to smart settings>hardware settings>(drop-down) mouse and gesture settings> select ╩║default╩║ button then Apply and Save.

  9. Update the firmware- directions here.

  10. Remove all components of SMART Notebook software, restart, and reinstall the software.

  11. Connect a different computer to the SMART board (it must have SMART software installed on it).

  12. If it still doesn’t work, call MPS EdTech Support 2-0004, option 7.

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Light

If the SMART Board light on the right side of the board is not a solid green color- it might be blinking green or red, or it might another solid color or not on at all- try the following:

  1. Make sure the USB cable is attached firmly to the SMART Board and firmly to a USB port on your computer.

  2. Remove the USB cable from the SMARTBoard.  Wait at least a minute.  Plug it back in.

  3. Remove the USB cable from the computer.  Wait 10 seconds.  Plug it back in.

  4. Plug the USB cable into a different port on the computer.

  5. Restart your computer.

  6. Swap the USB cable with a cable from a board that is working. If this works then you need a new cable.  
     
  7. If the USB cable is plugged into a wall plate, unplug the cable from the wall plate and direct connect it to the SMART Board. You will have to unplug the wall-mounted cable from the board to do this.  When the cable is connected from the computer directly to the SMART board it bypasses the wall cables, and this usually fixes a red light problem. It also means that the wall connection is bad. If you need this fixed, it requires a work order to operations. However in most situations, the board can continue to operate directly connected to the computer, bypassing the wall mount.

  8. Update the firmware- directions here. This will not work if there is a red x on the SMART Board icon. 

  9. Reset the board by using one of the SMARTBoard pens to press the blue button on the controller for 10 seconds.  The controller is behind the board, on the right side.

  10. Remove all components of SMART Notebook software, restart, and reinstall the software. 

  11. Connect a different computer to the SMART board (it must have SMART software installed on it).

  12. If it still doesn’t work, call MPS EdTech Support 2-0004, option 7.

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Floating Toolbar 

If the tools on the floating toolbar are not working with PowerPoint, Word or Excel:
 
Click on the box at the top labeled Microsoft Ink. Microsoft Ink

You will see this box: 
Microsoft Ink Open
Select SMART Ink:
smart ink open
Now your tools will work.

If the tools on the floating toolbar (and possibly also the pens) are not working anywhere:

  1. Restart your computer.

  2. Remove all components of SMART Notebook software, restart, and reinstall the software.
     
  3. If it still doesn’t work, call MPS EdTech Support 2-0004, option 7.

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Digital Ink

If you write on the SMARTBoard and the digital ink suddenly appears in a different location than where you have written, or if you draw a horizontal line from the left side of the board to the right using a SMARTBoard pen and the line looks similar to a heart beat monitor line, try the following:

  1. Update the firmware- directions here.

  2. Remove all components of SMART Notebook software, restart, and reinstall the software.

  3. Check if anything else is touching the board. If something is touching the board, move it.

  4. a) Remove the pen tray and then remove the two mounting screws. These screws may be too tight, or missing plastic washers. Each screw should have two plastic washers- one in front and one behind the metal bracket on the SMART Board.                                                                                                      
    b) Reattach the pen tray, without the screws, making sure to secure the small gray wire from the board to the tray in slot 1 or 2.                                              
    c) Place the pens and eraser back in the tray.  Try writing on the board again.
    d) If the original problem persists, call MPS Ed Tech SMART Board support:  2-0004, option 7.

  5. Connect a different computer to the SMART board (it must have SMART software installed on it).

  6. Optional additional step:  If the SMARTBoard is mounted over a white board, have it removed.  Click here for directions to remove a board that is mounted with brackets.  Try writing on the board.  If it works, have the board reattached to a wall that is free from any type of magnetic field, i.e., metal strips, a white board.

  7. Call MPS EdTech SMART Board Support 2-0004, option 7, if the problem persists.

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Bluetooth

If you cannot get a bluetooth connection to work:

  1. Restart your computer.

  2. Update the firmware- directions here. You will need to direct-connect the board to the computer using the black USB cable while you do the update.

  3. Make sure that the electrical cord is plugged into the grey bluetooth box that is attached to the SMART Board.

  4. Unplug the cord that connects the grey boxes on the SMART board (the bluetooth box to the controller box) and then plug it back in.
     
  5. Re-attach the bluetooth usb dongle to the computer.
    Press and hold the button on the dongle until the light starts flashing, then press and hold the button on the bluetooth box on the board until it flashes green. Or try pressing both at the same time for five seconds.
    Within a minute or two all of the lights should be solid green.
     
     
  6. Remove all components of SMART Notebook software, restart, and reinstall the software.
     
  7. If it still doesn’t work, call MPS EdTech Support 2-0004, option 7.

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Document Camera

If you are using the Flash plugin to show your document camera image in SMART Notebook, and you cannot see the document camera image, try the following:

Make sure your USB cable is connected.

Try a different USB port.

Try a different USB cable.

If the Flash plugin screen looks solid black instead of showing the document camera image: Make sure that the Aver A+ software is not running. When you close the A+ program you should be able to see the document camera image with the SMART Notebook Flash plugin.

If you keep getting prompted to the Internet Explorer Security Settings page to “allow” and “remember” but the setting is not being remembered: Open Internet Explorer. Select “Tools” and then “Internet Options.” Make sure that “Delete browsing history on exit” option is NOT checked. If it is checked, uncheck it.

Flash

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