Troubleshooting

SMART Docking Station LED issues

• The LED on the docking station is not lit, is red, or is yellow.

  	What to keep in mind
  	Connect the SMART Docking Station to USB Service Port 2 on a SMART Board interactive display running iQ 4.7.2 or later.

  	What to check
  	Make sure the USB cable is directly connected from the SMART Docking Station to USB Service Port 2 on the display.
  	Make sure the display is running iQ 4.7.2 or later. Tap SettingsAbout tabletBuild number and confirm the build number shows 4.7.2.x or later in the 4.x.x.x position.

  	What to try
  	Turn off the display using the main power switch on the back of the display, wait 30 seconds, then turn the display back on to reinitialize the display and the SMART Docking Station. Check the USB cable connection and iQ software version before doing this.
  	If the issue persists, try a different USB cable.

• The LED on the docking station slowly flashes in the currently selected ink color when the multistylus is placed in the docking station, and the docking station LED stays blue instead of turning green.

  	What to keep in mind
  	The multistylus LED briefly displays the currently selected ink color when the multistylus is removed from the docking station. If this happens repeatedly, the multistylus might not be seated properly in the docking station.
  	When the SMART MultiStylus is placed into the docking station, the LED on the docking station should turn green to confirm the multistylus has paired with the docking station.

  	What to try
  	Remove the multistylus from the docking station for a few seconds, then place it back in a slightly different position—a little higher or lower, or flipped over.

SMART MultiStylus LED issues

• The LED button on the multistylus flashes red (full LED button).

  	What to keep in mind
  	The multistylus may be out of range of the docking station and not paired.

  	What to check
  	Make sure the USB cable is directly connected from the SMART Docking Station to USB Service Port 2 on the display.
  	Make sure the multistylus is within the specified operating range.

  	What to try
  	Move the multistylus closer to the docking station.

• The LED button on the multistylus flashes red (half of the LED button).

  	What to keep in mind
  	The multistylus might have a low charge and needs charging.

  	What to check
  	Make sure the USB cable is directly connected from the SMART Docking Station to USB Service Port 2 on the display.

  	What to try
  	Place the multistylus in the docking station to begin charging.

• The LED button on the multistylus doesn't illuminate when pressed.

  	What to keep in mind
  	If the multistylus has no charge, buttons will not respond and the LED may not illuminate.
  	One minute of charge provides approximately one hour of use.

  	What to check
  	Make sure the LED on the docking station is lit. If it's not lit, the multistylus won't charge.

  	What to try
  	Place the SMART MultiStylus in the docking station to charge it. The LED button on the multistylus will briefly illuminate a blue cascading pulse when pairing with the docking station or charging. The docking station LED should illuminate and slowly fade green when the multistylus charges, then turn solid green when charging is complete.

• The LED on the multistylus or the docking station is flashing yellow.

  	What to keep in mind
  	The multistylus or docking station might be undergoing a firmware update.

  	What to check
  	Firmware updates typically take 3–5 minutes. Check the LED. It should return to normal after the update completes.

  	What to try
  	If the multistylus is undergoing a firmware update, leave it in the docking station until the update is done.

Apps and settings not visible on the display

• The SMART MultiStylus app doesn't appear in the Apps menu on the display.

  	What to keep in mind
  	The app won't be visible if the SMART Docking Station isn't detected by the iQ system software.
  	Connect the SMART Docking Station to USB Service Port 2 on a SMART Board interactive display running iQ 4.7.2 or later.

  	What to check
  	Make sure the USB cable is directly connected from the SMART Docking Station to USB Service Port 2 on the display.
  	Make sure the display is running iQ 4.7.2 or later. Tap SettingsAbout tabletBuild number and confirm the build number shows 4.7.2.x or later in the 4.x.x.x position.

  	What to try
  	Turn off the display using the main power switch on the back of the display, wait 30 seconds, then turn the display back on to reinitialize the display and the SMART Docking Station. Check the USB cable connection and iQ software version before doing this.

• The SMART Tool Explorer (V2) app doesn’t appear in the Apps menu on the display.

  	What to keep in mind
  	The app won't be visible if the SMART Docking Station isn't detected by the iQ system software.
  	Connect the SMART Docking Station to USB Service Port 2 on a SMART Board interactive display running iQ 4.7.2 or later.

  	What to check
  	Make sure the USB cable is directly connected from the SMART Docking Station to USB Service Port 2 on the display.
  	Make sure the display is running iQ 4.7.2 or later. Tap SettingsAbout tabletBuild number and confirm the build number shows 4.7.2.x or later in the 4.x.x.x position.

  	What to try
  	Turn off the display using the main power switch on the back of the display, wait 30 seconds, then turn the display back on to reinitialize the display and the SMART Docking Station. Check the USB cable connection and iQ software version before doing this.

• Active Tool Diagnostics doesn’t appear under SettingsSMARTTouch Settings on the display.

  	What to keep in mind
  	Active Tool Diagnostics won't be visible if the SMART Docking Station, or an embedded Tool Explorer (V2) controller, isn't detected by the iQ system software.
  	Connect the SMART Docking Station to USB Service Port 2 on a SMART Board interactive display running iQ 4.7.2 or later.

  	What to check
  	Make sure the USB cable is directly connected from the SMART Docking Station to USB Service Port 2 on the display.
  	Make sure the display is running iQ 4.7.2 or later. Tap SettingsAbout tabletBuild number and confirm the build number shows 4.7.2.x or later in the 4.x.x.x position.

  	What to try
  	Turn off the display using the main power switch on the back of the display, wait 30 seconds, then turn the display back on to reinitialize the display and the SMART Docking Station. Check the USB cable connection and iQ software version before doing this.

• Pen (accessory) firmware version, Pen Enhanced firmware version, Tool ID primary firmware version, and Tool ID secondary firmware version aren't listed under SettingsAboutModelFirmware on the display.

  	What to keep in mind
  	These firmware versions won't be visible if the SMART Docking Station, or an embedded Tool Explorer (V2) controller, isn't detected by the iQ system software.
  	Connect the SMART Docking Station to USB Service Port 2 on a SMART Board interactive display running iQ 4.7.2 or later.

  	What to check
  	Make sure the USB cable is directly connected from the SMART Docking Station to USB Service Port 2 on the display.
  	Make sure the display is running iQ 4.7.2 or later. Tap SettingsAbout tabletBuild number and confirm the build number shows 4.7.2.x or later in the 4.x.x.x position.

  	What to try
  	Turn off the display using the main power switch on the back of the display, wait 30 seconds, then turn the display back on to reinitialize the display and the SMART Docking Station. Check the USB cable connection and iQ software version before doing this.

SMART MultiStylus behavior issues

• The display responds to touch but not to writing with the multistylus.

  	What to keep in mind
  	The multistylus needs to have some charge before it will write or erase ink on the display.

  	What to check
  	The multistylus is charged. SeeStatus lights
  	The latest version of SMART Product Drivers and Ink is installed and running on any connected computers.
  	You’re pressing the stylus tip firmly on the podium before moving the stylus.

  	What to try
  	Place the multistylus into the docking station and check the docking station’s LED status. SeeStatus lights

• Pressing a button on the SMART MultiStylus doesn't do what I expect.

  	What to keep in mind
  	The SMART MultiStylus is user-customizable and has two modes: Pen and Mouse mode. Button behaviors can be changed to suit your preference.

  	What to check
  	Open the SMART MultiStylus app on the display to see the current button behaviors. Buttons can have different behaviors for a press, a double-press, or a press and hold.

  	What to try
  	Use the SMART MultiStylus app on the display to change the button behaviors to your preference.

• An app, like the Whiteboard or web browser, opens unexpectedly when I press the multistylus's LED button.

  	What to keep in mind
  	The SMART MultiStylus is user-customizable and has two modes: Pen and Mouse mode. Button behaviors can be changed to suit your preference.

  	What to check
  	Open the SMART MultiStylus app on the display to see the current button behaviors. Buttons can have different behaviors for a press, a double-press, or a press and hold.

  	What to try
  	Use the SMART MultiStylus app on the display to change the button behaviors to your preference.
  	If you often trigger the double-press behavior unexpectedly, set it to do nothing.
  	Press the Top and Bottom arrow buttons simultaneously to switch between modes.

• The SMART MultiStylus sometimes draws black ink instead of the ink color I selected.

  	What to keep in mind
  	Press the multistylus tip against the display's glass surface. Without contact, the display can detect it as a passive (black) pen instead of communicating with the docking station.
  	If the multistylus has a low charge, it might not communicate with the docking station.
  	The SMART MultiStylus communicates wirelessly with the docking station using signals in the 2.4 GHz radio band.

  	What to check
  	Make sure the multistylus, the docking station, and the display are kept away from sources of 2.4 GHz radio frequency interference, such as microwave ovens.
  	Make sure the multistylus is charged. Pressing the LED button briefly illuminates the LED’s color, which confirms the multistylus has enough power to operate.

  	What to try
  	Make sure the multistylus tip is pressed to the display's glass surface before moving the multistylus laterally.
  	Lift the multistylus tip away from the display's glass surface, then press it back down to reset the current line's color.
  	Press the LED button to confirm the multistylus has power. The color LED should briefly illuminate.

• When you write on the display, the ink appears in the wrong place.

  	What to keep in mind
  	Touch is oriented to the dimensions of the display's screen. If a connected computer's image has a different aspect ratio than the display's screen (and letterbox or pillarbox bars appear around the computer's image as a result), the touch location won't be accurate and you'll need to orient the display.

  	What to check
  	The latest version of SMART Product Drivers and Ink is installed and running on any connected computers.
  	You’re pressing the multistylus tip firmly on the display before moving the multistylus.

  	What to try
  	Clean the display’s screen. SeeCleaning the screen
  	If the ink appears in the wrong place on input from a connected computer, orient the display. SeeOrienting the display
  	Restart the display.
  	Use a known working multistylus to check if the multistylus is causing the issue.

• Writing is intermittent.

  	What to check
  	The latest version of SMART Product Drivers and Ink is installed and running on any connected computers.
  	You’re pressing the stylus tip firmly on the podium before moving the stylus.

  	What to try
  	Clean the display’s screen. SeeCleaning the screen
  	Restart the display.
  	Use a known working multistylus to check if the multistylus is causing the issue.

• Ink disappears as you write.

  	What to check
  	The latest version of SMART Product Drivers and Ink is installed and running on any connected computers.
  	You’re pressing the stylus tip firmly on the podium before moving the stylus.

  	What to try
  	Clean the display’s screen. SeeCleaning the screen
  	Restart the display.
  	Use a known working multistylus to check if the multistylus is causing the issue.

• A large mouse cursor moves across the display when I hold the SMART MultiStylus.

  	What to keep in mind
  	The SMART MultiStylus can operate in either Pen mode or Mouse mode.

  	What to try
  	If the multistylus is in Mouse mode, hold the two arrow buttons for two seconds to switch back to Pen mode.

• You can't write or draw in Microsoft Office.

  	What to check
  	Microsoft Office 2013 or later is installed on any connected computers.
  	The latest version of SMART Product Drivers and Ink is installed and running on any connected computers.

SMART MultiStylus not pairing or charging in the docking station

• The SMART MultiStylus app constantly shows the message "Please remove and place a MultiStylus in the cradle to begin configuration" and doesn't react when a multistylus is placed in the docking station.

  	What to keep in mind
  	When the SMART MultiStylus is placed in the docking station, the LED on the docking station should turn green to confirm the multistylus has paired.
  	If the firmware on the multistylus is older than the firmware on the docking station, the SMART MultiStylus app might not detect the multistylus.

  	What to check
  	Make sure the status light on the docking station turns green when the multistylus is placed in the docking station. If it doesn't, troubleshoot that issue first.

  	What to try
  	Force-close the SMART MultiStylus app using the Recent button on the iQ navigation bar, then reopen it.
  	Clear the app cache. Tap SettingsAppsSMART MultiStylusStorage & cacheClear cache.
  	Turn off the display using the main power switch on the back of the display, wait 30 seconds, then turn the display back on to reinitialize the display and the SMART Docking Station. Check the USB cable connection and iQ software version before doing this.
  	Leave the multistylus in the docking station for at least three minutes so it can check for and apply any available Pen (Enhanced) firmware update. SeeUpdating firmware

• The status light on the docking station doesn't turn green when the SMART MultiStylus is placed in the docking station.

  	What to keep in mind
  	When the SMART MultiStylus is placed in the docking station, the LED on the docking station should turn green to confirm the multistylus has paired.
  	The status light on the docking station will be blue if the multistylus isn't in or isn't detected by the docking station. SeeStatus lights

  	What to check
  	Check the firmware version on the multistylus by pressing the multistylus tip on the SMART Board screen while Active Tool Diagnostics is open in SettingsSMARTTouch settingsActive Tool Diagnostics. Compare it with the current Pen (Enhanced) firmware version listed under SettingsAbout tabletModel. If they don't match, the multistylus might need a firmware update. SeeUpdating firmware

  	What to try
  	Leave the multistylus in the docking station for at least three minutes so it can check for and apply any available Pen (Enhanced) firmware update.
  	Turn off the display using the main power switch on the back of the display, wait 30 seconds, then turn the display back on to reinitialize the display and the SMART Docking Station. Check the USB cable connection and iQ software version before doing this.