Troubleshooting the interactive whiteboard and related SMART products
This page explains how to resolve a variety of common problems with the interactive whiteboard and related SMART products.
Important
This troubleshooting is for SMART Board 800 series interactive whiteboards. Troubleshooting for other interactive whiteboard series may differ. Refer to those series’ sections in the SMART Support site for relevant troubleshooting information.
Note
The troubleshooting information on this page is organized into three types of checklists:
What to keep in mind
Information you should be aware of when troubleshooting an issue
What to check
Items you should verify when troubleshooting an issue
What to try
Actions you should perform to either resolve an issue or identify an issue’s underlying cause
Tip
You can also use the interactive whiteboard’s Ready light for troubleshooting.
Troubleshooting the interactive whiteboardWhat seems to be the problem?
There’s no image projected on the interactive whiteboard, or there is a problem with the image.
No image is projected on the interactive whiteboard, or a “No Input” message appears.
What to check
The computer you’re using with the interactive whiteboard is on and is not in Standby mode.
The projector is on and it’s connected to a power source.
Note
Contact the projector’s manufacturer for troubleshooting assistance.
The video cable that connects the computer to the projector is securely fastened, undamaged, and doesn’t exceed the maximum length recommended by the projector’s manufacturer.
The correct video input is selected on the projector.
If you’re using a laptop, the laptop is configured to output video to an external display.
Note
Refer to the laptop’s documentation for more information.
Tip
On laptops running Windows, you can use the WIN+P keyboard shortcut to open a menu for choosing the display projection options.
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The projected image is blurry or not the same size as the interactive whiteboard’s touch surface.
What to check
The computer’s video resolution matches the projector’s native resolution.
Note
Refer to the projector’s documentation for its native resolution.
What to try
Adjust the projector’s position, zoom, and focus settings.
Note
Refer to the projector’s documentation for more information.
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There’s no sound, or there’s a problem with the sound.
Note
This troubleshooting information applies to the USB audio device built into the pen tray. If the computer is connected to the projector with an HDMI cable that is also carrying the audio, troubleshoot the projector’s audio first.
What to check
The mini-jack audio output cable is connected to the audio socket behind the right-hand end of the pen tray.
If the connected computer is running a Windows operating system, the USB audio device is set as the default audio device in the Sound section of Windows Control Panel.
Note
The location and name of this setting varies along Windows versions. Consult Microsoft documentation for more help with changing this setting.
If the connected computer is running the macOS operating system, the USB audio device is set as the default audio device under System Preferences
Sound.Did this information help you solve the problem? Let us know.
There’s a problem with touch or digital ink.
The interactive whiteboard doesn’t respond to touch or digital ink.
What to check
No decorations or notes are attached to the interactive whiteboard, and the reflective tape is clean and dust-free.
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Areas of the interactive whiteboard do not respond to touch or digital ink.
What to check
No decorations or notes are attached to the interactive whiteboard, and the reflective tape is clean and dust-free.
The interactive whiteboard’s cameras are operating properly.
The reflective tape isn’t damaged.
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Touch or digital ink alignment is inaccurate, the pointer moves erratically, or gaps appear when you write or draw
What to check
SMART Product Drivers is installed and running on the computer.
What to try
Calibrate the optical touch system and then orient it to the computer’s projected image.
Clean the interactive whiteboard.
Remove any magnets, stickers, or adhesive tape placed on the interactive whiteboard that may be obstructing its optical touch system.
Remove sources of strong infrared light, such as incandescent or arc lights, desk lamps, and infrared audio devices.
Run the connection wizard.
Uninstall and then reinstall SMART Product Drivers.
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Connected Windows 7 computers don’t detect gestures properly.
What to try
If the connected computer is running the Windows 7 operating system, reenable gesture support.
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You can move the cursor on a connected Mac computer by touching the interactive whiteboard, but you can’t otherwise interact with the computer.
What to check
If the macOS computer is running the Mojave operating system or later, make sure the security settings allow control from SMART software.
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The ECP status light is flashing amber and green.
What to check
The projection integration harness cable is properly connected to both the interactive whiteboard and the SMART projector or the Epson for SMART projector.
Note
The ECP works with only SMART projectors and Epson for SMART projectors. If you’re using the interactive whiteboard with another type of projector, replace the ECP with a basic power module. You then need to operate the interactive whiteboard and projector independently.
What to try
Unplug all the cables from the rear of the projector, wait at least 30 seconds, and then reconnect the cables. Turn the projector on using the power button on the ECP.
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SMART software isn’t working as expected.
The SMART software icon doesn’t appear in the notification area.
What to check
SMART Product Drivers is installed and running on the computer.
What to try
Run the connection wizard.
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A small red X appears on the SMART software icon.
What to check
The USB cable that connects the computer to the interactive whiteboard is not longer than
If you’re using a laptop, the laptop is externally powered and not running on battery.
What to try
Use a different USB receptacle on the computer. If you’re using a laptop, ensure it’s externally powered and not running on battery.
Start SMART Board service:
Click the SMART Board icon
in the notification area (Windows) or menu bar (Mac) and select SMART Settings.Select About Software and Product Support
ToolsDiagnostics.The SMART Board Diagnostics window opens.
Select Service
Start.Close the SMART Board Diagnostics window, and then close SMART Settings.
Uninstall and then reinstall SMART Product Drivers.
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SMART Settings shows a “Limited Functionality” message.
What to check
No decorations or notes are attached to the interactive whiteboard, and the reflective tape is clean and dust-free.
The interactive whiteboard’s cameras are operating properly.
The reflective tape isn’t damaged.
There’s another issue with SMART software.
Troubleshooting related SMART productsIf you’re encountering a problem with related products, refer to those products’ troubleshooting pages:
