SMART SBX800 User manual

SBX800 Troubleshooting Diagram

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Last revised: July 15, 2014

Glossary of Terms

Revision History

SBX800/SBX885

Issues

Touch/ writing

issues

Green pentray light Connectivity/ pen

tray light flowchart Audio issues Hardware & other

SMART Board 800 Contact Support

- Bypass ECP, SBX800 –CAT5 & WC 8

- If issue follows with any of these extenders

then follow related projector’s tree.

-Also if bypassing ECP resolves the issue and

then try steps below with ECP connection.

-Try resetting ECP by pressing reset button.

-Try USB mapping from projector’s menu

(Only on supported models)

SBX800 Troubleshooting Diagram

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Home

Touch/ writing issues

Green pen tray light

Alignment/ orientation Unresponsive in certain

areas

1. Touch/ writing issues, Green pen tray light Revision History

No touch Gesture issues Limited functionality

message in SBX800

Control panel

Contact Support

SBX800 Troubleshooting Diagram

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Home

1.1 Alignment/ Orientation Revision History

Alignment/ orientation

Perform firmware update.

See linked KB article on

how to upgrade (skip this if

already done). Is the issue

resolved?

Perform calibration followed

by orientation. Is the issue

resolved?

Reset the Tablet PC

settings. Is the issue

resolved?

Delete SMART board

orientation entries from

registry. Delete board

entries in Plist for MAC. Re-

orient the board. Is the

issue resolved?

Make sure latest product

drivers are installed on the

computer. Yes

Yes

Issue resolved.

For further

assistance, contact

SMART Technical

Support.

Try this only if board was ever

calibrated using windows tablet settings

menu:

 Reset all the any calibration data

that has been saved with the

Windows 7 Tablet PC settings.

 In order to do this, select Control

Panel> Tablet PC settings> Reset.

Follow the link for instructions to delete

Board entries in Windows Follow the link for instructions to

delete Board entries in Mac.

Contact Support

SBX800 Troubleshooting Diagram

Back

Home

1.2 Unresponsive in certain areas Revision History

Unresponsive in certain

areas

- ECP, MCP, SBX800-CAT5 & WC8 must be

bypassed.

-If issue follows with any of these extenders then

follow related troubleshooting.

What is the SMART Board

control panel message?

Working properly Limited functionality

Proceed with firmware

update. See linked KB

article on how to upgrade

(skip this if already done). Is

the issue resolved?

Issue resolved.Yes

Before filling the incident for

RMA, collect the following

information.

- Camera view

- Diagnostic log

For further

assistance,

contact SMART

Technical

Support.

Clean the bezel and surface of

the board for any dust, you

may use glass cleaner but no

compressed air. Is the issue

resolved?

Issue resolved.Yes

Perform calibration followed

by orientation. Did the

calibration/ orientation

complete successfully?

Calibration/ orientation is

unresponsive.

Is the issue resolved?

Yes.

Issue resolved.Yes

Contact Support

SBX800 Troubleshooting Diagram

Back

Home

1.2.1 Limited functionality Revision History

Limited functionality

Ensure there is no extender

or other way of connectivity

which SMART doesn’t

recommend. Is the issue

resolved?

Power cycle the pentray by

disconnecting power cable

and reconnect it. Is the

issue resolved?

Clean the bezel and surface

of the board for any dust,

you may use glass cleaner

but no compressed air. Is

the issue resolved?

Before filling the incident for

RMA, collect the following

information.

- Camera view

- Diagnostic log

Yes

Issue resolved.

Quick instructions

 Power cycle the pen tray by disconnecting and

reconnecting the power cable.

 Clean the bezels and the surface of the board from any

dust and/or debris. You may use glass cleaner to clean

the cameras but do not use compressed air to clean the

cameras as it may affect the camera sensor.

 Reset cameras in diagnostics.

 Reseat the camera cable and inspect it for any damaged

pins.

 Confirm software and drivers are up-to-date.

 Upgrade firmware.

 Swap USB cable.

 Swap the pen tray.

 Try a known working computer.

For further

assistance, contact

SMART Technical

Support.

Try

these quick instructions

Contact Support

SBX800 Troubleshooting Diagram

Back

Home

1.2.2 Calibration/ Orientation is unresponsive Revision History

Calibration/ Orientation is

unresponsive

Connect the camera port

firmly on the back of the

pen tray. Is the issue

resolved?

Reset the tablet PC settings

if the board was ever

calibrated using Windows

Tablet PC settings. Is the

issue resolved?

1. For troubleshooting

purposes, close any

antivirus software.

2. Restart computer

Is the issue resolved?

Try a different computer. Is

the issue resolved?

Yes

Issue is with the computer.

Issue resolved.

Yes

Issue resolved.

For further assistance,

contact SMART

Technical Support.

Try this only if board was ever calibrated

using windows tablet settings menu:

 Reset all the any calibration data

that has been saved with the

Windows 7 Tablet PC settings.

 In order to do this, select Control

Panel> Tablet PC settings> Reset.

Contact Support

SBX800 Troubleshooting Diagram

Back

Home

1.3 No touch Revision History

No touch - ECP, MCP, SBX800-CAT5 & WC8 must bypass.

-If issue follows with any of these extenders then

follow related troubleshooting.

What is the SMART Board

control panel message?

Working properly. Follow

link to continue

troubleshooting this display

message. Is the issue

resolved?

Limited functionality

Ensure the camera port is

connected firmly and pins

are not bent. Is the issue

resolved?

Issue resolved.

Yes

SMART Board service is

not running.

Start the SMART Board

service. Is the issue

resolved?

Yes

For further

assistance,

contact SMART

Technical

Support.

Contact Support

SBX800 Troubleshooting Diagram

Back

Home

1.4 Gesture issues Revision History

Gesture issues

- ECP, MCP, SBX800-CAT5 & WC8 must be

bypassed.

-If issue follows with any of these extenders then

follow related troubleshooting.

SBX800 fails to differentiate

between pen and finger.

(Windows 7) Gestures work

only on primary SBX800

Boards and not secondary

one in Multiple Board setup.

Does this resolve the issue?

Issue resolved.

Yes No

For further

assistance,

contact SMART

Technical

Support.

SMART Product Drivers currently

only support gestures outside of

Notebook/Meeting Pro on only

one display. SMART is seeking

to implement the ability to

support gestures more than one

display in a future version of the

Product Drivers.

Proceed with firmware

update. See linked KB

article on how to upgrade

(skip this if already

done).Does this resolve

issue?

Swap the pen with a known

working pen from a different

SBX800 setup. Does this

resolve the issue?

Ensure the computer has

latest drivers product

installed and SMART Board

service is running. Does this

resolve the issue?

Swap the computer with a

known working computer

from different setup. .Does

this resolve the issue?

(Windows 7) Gestures do

not work on SBX800 Board.

Contact Support

SBX800 Troubleshooting Diagram

Back

Home

1.5 Limited functionality Revision History

Limited functionality

Ensure there is no extender

or other way of connectivity

which SMART doesn’t

recommend. Is the issue

resolved?

Power cycle the pentray by

disconnecting power cable

and reconnect it. Is the

issue resolved?

Clean the bezel and surface

of the board for any dust,

you may use glass cleaner

but no compressed air. Is

the issue resolved?

Before contacting SMART,

collect the following

information.

- Camera view

- Diagnostic log

- ECP, MCP, SBX800-CAT5 & WC8 must bypass.

-If issue follows with any of these extenders then

follow related troubleshooting.

Try

these quick instructions Yes

Yes

Issue resolved.

Quick instructions

 Power cycle the pen tray by disconnecting and

reconnecting the power cable.

 Clean the bezels and the surface of the board from any

dust and/or debris. You may use glass cleaner to clean

the cameras but do not use compressed air to clean the

cameras as it may affect the camera sensor.

 Reset cameras in diagnostics.

 Reseat the camera cable and inspect it for any damaged

pins.

 Confirm software and drivers are up-to-date.

 Flash firmware.

 Swap USB cable.

 Swap the pen tray.

 Try a known working computer.

For further

assistance,

contact SMART

Technical

Support.

Contact Support

SBX800 Troubleshooting Diagram

Solid green assuming it’s

working but have touch

issues.

Back

Home

Connectivity/ pen tray

light flowchart. What is

the pentray light status?

Solid red status light Flashing green status light

2. Connectivity/ Pentray light flowchart Revision History

Flashing amber No status light

- ECP, MCP, SBX800-CAT5 & WC8 must be

bypassed.

- If issue follows with any of these extenders then

follow related troubleshooting.

Contact Support

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