Troubleshooting using SMART Board diagnostics
If you touch the interactive whiteboard’s surface and nothing happens, there is no digital ink, or the ink appears in some locations and not in others, use SMART Board Diagnostics to help identify and resolve these issues.
Important
Do not change diagnostic settings unless asked to do so by SMART Support.
Checking the camera viewsIf nothing happens when you touch the interactive whiteboard surface, ensure that nothing is obscuring any of the cameras’ views.
To check camera views
Press the SMART software icon in the Windows notification area or Mac Dock, and then press Control Panel.
The SMART control panel opens.
Select About Software and Product Support > Tools > Diagnostics.
The SMART Board Diagnostics screen opens.
Select View > SBX800/SBID8070i Bar.
The SBX800/SBID8070i bar appears.
Click View.
The camera view window appears.
Note
The bottom-left camera is Camera 0, the top-left camera is Camera 1, the top-right camera is Camera 2 and the bottom-right camera is Camera 3.
Click Update to show what each of the four cameras sees. This can take several moments.
Each bar represents a picture from a camera, and the number beside the bar tells you which camera took the corresponding picture. This image shows normal camera views.
Note
If the image is too small, click 2x to double the image size.
If one of the cameras’ views remains black, the camera is obstructed or can’t locate the reflective surface on the interactive whiteboard inner frame. This image is an example of a camera view obscured by a pen or other object.
Check the camera lens and ensure that nothing is obstructing the view and that nothing is affixed to the interactive surface.
Click Save Image and then save the file with your choice of file name and location.
Tip
It’s a good idea to save the file to the SMART Technologies folder. You can save the image with the log file for future reference or to email to a technical support representative.
Checking the interactive whiteboard’s calibrationIf no digital ink appears or appears only in certain areas when you write on the interactive whiteboard, the interactive whiteboard could be incorrectly calibrated. You can test the calibration using SMART Board Diagnostics Tracker utility.
To check the interactive whiteboard’s calibration
Press the SMART software icon in the Windows notification area or Mac Dock, and then press Control Panel.
The SMART control panel opens.
Select About Software and Product Support > Tools > Diagnostics.
The SMART Board Diagnostics screen opens.
Select View > SBX800/SBID8070i Bar.
The SBX800/SBID8070i bar appears.
Click Tracker.
The screen becomes white.
Touch the interactive screen with a pen, finger or eraser.
Verify that the tracking rays overlap.
This image shows two contact points: a finger and an eraser.
If the rays don’t overlap, and the rays change from colored to black, calibrate the cameras (see Calibrating the interactive whiteboard).
Notes
If one or more of the lines don’t move or don’t appear, a camera is obstructed or isn’t working properly.
If intermittent black lines appear, a second object, such as your sleeve, is touching the screen while you write.
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