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Troubleshooting your SMART Board interactive whiteboard system with appliance

SMART hardware

SMART Board 800i5e interactive whiteboard systems with appliance, SMART Board 885ixe interactive whiteboard systems with appliance, SMART GoWire auto-launch cable

Operating systems

Windows operating systems, Mac operating system software

Overview

This document explains how to troubleshoot issues with your SMART Board interactive whiteboard system with appliance.

Details

Your SMART Board interactive whiteboard system with appliance enables you to use the features of your interactive whiteboard without a computer.

Your interactive whiteboard system with appliance includes an appliance control panel (ACP) which is a removable module that attaches to the pen tray’s left side and gives you control of some of the basic operations of your interactive whiteboard.

The ACP features an LCD touch screen and a Power button that turns on and turns off the interactive whiteboard and the projector. The Power button also functions as a status indicator light.

Your interactive whiteboard system with appliance also includes a Ready light on the pen tray’s left side which indicates touch status.

You can use the ACP status light on the Power button and the Ready light on the pen tray as a starting point for troubleshooting issues with your interactive whiteboard system with appliance.

The following table explains the ACP status light.

ACP status light Description

Off

The ACP isn’t receiving power.

Solid green

The ACP is on and is communicating with the ACP.

Solid red

The ACP isn’t receiving power and isn’t communicating with the projector.

Flashing green

The projector is turning on.

Flashing amber

The projector is turning off.

Solid amber

The projector is in Standby mode.

Note 

If the ACP status light is flashing green and amber, the ACP firmware is updating.

The following table explains the Ready light.

Ready light Description

Off

The interactive whiteboard isn’t receiving power.

Solid green

The interactive whiteboard is receiving power and is communicating with the appliance.

Solid red

The interactive whiteboard is receiving power but isn’t communicating with the appliance.

Flashing green

The interactive whiteboard is in HID mode. It is receiving power and is communicating with your appliance’s USB HID driver.

Flashing amber

The interactive whiteboard is in Service mode or its firmware is being updated.

Note 

You might be able to resolve the issue with your interactive whiteboard system with appliance by checking your cable connections. For more information, see the textless installation guide included with your interactive whiteboard system with appliance, or go to smarttech.com/support.

Use the following flowcharts and the color of the ACP status light and of the Ready light to troubleshoot issues with your interactive whiteboard system with appliance.

Note 

You can troubleshoot the projector by using the projector status lights. See the manual included with the projector.

Flowchart 1: Getting started

 
 
 
 
 
 
To power cycle the interactive whiteboard, disconnect the interactive whiteboard power cable at the wall outlet, and then connect it again.
 
See the user’s guide for your projector for troubleshooting instructions.
To reset the ACP, press the Reset button on the bottom of the ACP.
To power cycle the projector disconnect the appliance power cable and the projector power cable at the wall outlet, and then connect the power cables again.
 
To update the appliance firmware, see Updating the appliance firmware.
To replace the ACP, contact SMART Support (smarttech.com/contactsupport).
To contact SMART Support, go to smarttech.com/contactsupport.

Flowchart 2: The ACP status light is off

When the ACP status light is off, the ACP isn’t receiving power.

Note 

The power supply provides power to the ACP, which then provides power to the interactive whiteboard and the appliance.

 

Ensure that the power cable is connected to the ACP DC-in receptacle on the pen tray. The audio and power receptacles are located beside each other on the back of the pen tray.

 
To replace the power supply or the ACP, contact SMART Support (smarttech.com/contactsupport).
 

 

 
To contact SMART Support, go to smarttech.com/contactsupport.

Flowchart 3: The ACP status light is flashing green

When the ACP status light is flashing green, the projector is receiving power and is turning on. Wait a few minutes. If the interactive whiteboard isn’t responding, follow this flowchart to resolve the issue.

 

To reseat the ACP cable harness, disconnect it from the back of the ACP and from the projector, and then connect it again.

 

To reset the ACP, press the Reset button on the bottom of the ACP.

 
Use the remote control to reset the projector (see Resetting the projector).
 
To replace the ACP, cable harness or projector, contact SMART Support (smarttech.com/contactsupport).
 
To contact SMART Support, go to smarttech.com/contactsupport.

Flowchart 4: The ACP status light is green but the interactive whiteboard is behaving unexpectedly

When the ACP status light is solid green, the projector is on and the ACP is receiving power and is communicating with the projector. If the interactive whiteboard is behaving unexpectedly, use the pen tray’s Ready light to troubleshoot the issue.

 

 
 
 
 
 
To power cycle the interactive whiteboard, disconnect the interactive whiteboard power cable at the wall outlet, and then connect it again.
To update the appliance firmware, see Updating the appliance firmware.
 
To contact SMART Support, go to smarttech.com/contactsupport.

Flowchart 5 – The ACP status light is green and the Ready light is off

When the Ready light is off, the interactive whiteboard isn’t receiving power.

 

To reset your interactive whiteboard, press the Reset button on the bottom of the pen tray. Alternatively, disconnect the power cable at the wall outlet, and connect it again.

 
 
To replace the pen tray, contact SMART support smarttech.com/contactsupport.
 
 
 
To contact SMART Support, go to smarttech.com/contactsupport.

Flowchart 6: The ACP status light is green and the Ready light is red

A red Ready light indicates that the interactive whiteboard is receiving power but isn’t communicating with the appliance or the guest laptop you connected. In most cases where the Ready light is red, the pen tray lights don’t turn on and the screen doesn’t respond to touch.

To connect a guest laptop, see Connecting a guest laptop.

To reset the ACP, press the Reset button on the bottom of the ACP.
 
 
 
 
 
 
To set the projector to VGA-2, press Input on the remote control. Alternatively, press the laptop button on the LCD touch screen on the ACP.
The USB cable to the guest laptop can’t exceed 13' (4 m). To extend the connection further than 13' (4 m), use the proper extensions, such as the Cat 5 USB extender. For more information, go to smarttech.com/support.
 
Use the remote control to reset the projector (see Resetting the projector).
To contact SMART Support, go to smarttech.com/contactsupport.

Flowchart 7: The ACP status light is green and the Ready light is red, but your interactive whiteboard is behaving unexpectedly

 

To set the projector to VGA-1, press Input on the remote control. See the user’s guide for your projector for instructions. Alternatively, press the Whiteboard button on the LCD touch screen on the ACP.
 
 
 
To reset the appliance, press the ACP Power button until the light turns off. Wait five seconds, and then press the ACP Power button again. If this doesn’t resolve the issue, press and hold the appliance Power button until the light turns off. Wait five seconds, and then press the appliance Power button again.
You can see whether the power supply button is lit by looking behind the interactive whiteboard at the appliance. See the diagram at the beginning of this document (see Details).
 
To replace the power supply or the ACP, contact SMART Support (smarttech.com/contactsupport).
 
 
 
 
To contact SMART Support, go to smarttech.com/contactsupport.

Flowchart 8: The ACP status light is green and the Ready light is green but your interactive whiteboard is behaving unexpectedly

 

Remove any objects attached to the interactive surface or resting in the frame behind the pen tray.

To reset the interactive whiteboard, press the Reset button on the bottom of the pen tray. Alternatively, disconnect the power cable at the wall outlet, and connect it again.

 

You might need to remove the pen tray to access the camera cables. See your interactive whiteboard system’s textless installation guide, or go to smarttech.com/support.
To calibrate the cameras, see Calibrating the cameras.
 
 
To troubleshoot your interactive whiteboard, see smarttech.com/kb/156537.
 
To contact SMART Support, go to smarttech.com/contactsupport.

Resetting the projector

At some point during troubleshooting, you might need to reset the projector settings to its factory default settings.

Important 

Do not reset your projector unless you want to reset all of the applied settings, or unless you are advised to by a certified SMART Support specialist (smarttech.com/contactsupport). This action is irreversible.

To reset the projector

  1. Using the remote control, press the following buttons quickly to access the projector service menu: Down, Up, Up, Left, Up.

  2. Scroll to Factory Reset, and then press Enter on the remote control.

  3. Scroll to State Report, and then press Right on the remote control.

  4. Scroll to Exit, and then press Enter on the remote control to exit the projector service menu.

Updating the appliance firmware

Follow these instructions to update to the latest version of firmware.

To update the appliance firmware

  1. Download the latest appliance firmware version from smarttech.com/downloads.

  2. Copy the firmware file to a USB drive.

  3. Connect the USB drive to the USB port on the ACP.

  4. Press System on the SMART Business Toolbar, and then select Settings.

    A Welcome screen appears.

    Note 

    You need the administrator password to access this section.

  5. Type the administrator password in the Password box and then press Log On.

    The Configuration Setting menu appears.

  6. Press the Administration tab, use the Firmware Update tool to browse to and select the firmware file on the USB drive, and then press Open.

  7. Follow the on-screen instructions.

Calibrating the cameras

Calibrate the cameras to correct any deviation from the camera optimal position.

To calibrate the cameras

  1. Press System on the SMART Business Toolbar, and then select Settings.

    A Welcome screen appears.

    Note 

    You need the administrator password to access this section.

  2. Type the administrator password in the Password box and then press Log On.

    The Configuration Setting menu appears.

  3. Press Tools.

    The Tools page appears.

  4. Press Calibrate.

    The Calibration window opens. This can take a few moments.

  5. Follow the on-screen instructions.

  6. After you press the final target, a message appears, followed immediately by the orientation screen.

  7. Follow the on-screen instructions.

Connecting a guest laptop

Follow these instructions to connect a guest laptop.

Note 

You can connect a SMART GoWire cable from your interactive whiteboard to your computer to access the features of SMART software without installing the software on your Windows laptop. Follow the instructions included in the SMART GoWire auto-launch cable installation guide (smarttech.com/kb/147790).

To connect a guest laptop

  1. Connect the laptop to the SMART GoWire auto-launch cable.

  2. Connect the USB 2.0 cable included in the laptop cable harness to the USB receptacle on the laptop.

    Important 

    The USB cable can not exceed 13' (4 m).To extend the connection to the guest laptop further than 13' (4 m), use the proper extensions, such as the Cat 5 USB extender. For more information, go to smarttech.com/support.

  3. Connect the VGA cable from the laptop cable harness to a VGA receptacle on the laptop.

  4. Press the Laptop button on the LCD touch screen or the Input button on the remote control to switch input sources to the peripheral device.

First published

February 29, 2012

 

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