Tool Explorer (V2) tools

Troubleshooting stamps and cubes

This page explains how to resolve a variety of common problems with the Tool Explorer (V2) tools and related SMART products.

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

What seems to be the problem?

Issue(s)

Troubleshooting

Customizing the stamp or cube face

Stamp or cube image reverts to original after customizing.

	What to keep in mind
	Image customization applies to the current user on the current interactive display.
	Image customization doesn’t transfer to between interactive displays.
	Image customization doesn’t transfer between user accounts.

	What to check
	The current user profile matches the profile used to customize the stamp face.
	Your are using the stamp on the same interactive display the stamp face was customized on.
	You are using the stamp or cube with a compatible SMART Board RX and QX Pro series interactive display.

	What to try
	Reset the stamp. Let it sit untouched for two minutes.
	Reset the stamp manually: after making sure you’re close to the display, press and hold the stamp in your hand for 30 seconds.

Issue(s)

Troubleshooting

Unexpected behavior

Stamps and cubes won’t stamp.

	What to keep in mind
	Some Tool Explorer V2 tools work only with the iQ system’s whiteboard and not with input from a connected computer.
	Tool Explorer V2 tools and manipulatives are not compatible with the 6000S series Tool Explorer V1 tools and manipulatives.
	The tools work best when they’re separated by at least 8 inches (20 cm).
	You might experience unexpected behavior if: Two stamps are pressed at the same time The stamp is not depressed enough to activate the switch The pens, cubes, or stamps are too close to each other

	What to check
	You are using the stamp or cube with a compatible SMART Board RX and QX Pro series interactive display.
	You are using the stamp or cube in the Whiteboard app.
	The stamp or cube is far enough from another Tool Explorer V2 tool.
	The stamp is flush against the board before being pressed.
	The cube is flush against the board when tapped.
	You can hear a click when the stamp is depressed.
	The stamp requires a SMART Board interactive display with iQ system software version 4.0 or later.
	The cube requires a SMART Board interactive display with iQ system software version 4.2 or later.

	What to try
	Ensure the display’s input is set to the compatible interactive display (not a computer).
	Use the stamp or cube in the Whiteboard app.
	Use the stamp or cube flush against the board.
	Depress the stamp enough to hear a click.
	Reset the stamp. Let it sit untouched for two minutes.
	Reset the stamp manually: after making sure you’re close to the display, press and hold the stamp in your hand for 30 seconds.

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