SMART Board 600 Series Operating instructions

Applies to: SMART Board™ 600 series interactive whiteboards
Overview
Introduction
Use this guide to help identify and resolve problems that may occur with your SMART Board 600 series interactive
whiteboard. This guide assumes that you’re experiencing problems after a period in which the interactive
whiteboard was working properly.
Most problems result from incorrect cabling, an incorrect computer setting, or software that’s improperly installed or
configured. Use the flowcharts and tables in this guide to determine which component is causing the problem, and
then take steps to correct it.
Resetting the Interactive Whiteboard
If your interactive whiteboard is behaving erratically (possibly because of a static discharge or power fade) you may
be able to restore normal operation by resetting the interactive whiteboard.
To reset your interactive whiteboard
• You can reset the interactive whiteboard completely by disconnecting and then reconnecting the USB cable.
This cycles the power off and back on, resetting all components of the SMART Board interactive whiteboard.
• You can also reset only the SC9 controller’s
microprocessor by pressing its Reset button with the
tip of a pen tray pen for less than three seconds. The
Reset button is located behind the lower-right side of
the interactive whiteboard when viewed from the front.
NOTE: If you press and hold the Reset button for longer
than three seconds, any saved 4- or 9- point orientation
data is cleared from the SC9’s memory, and the alignment
defaults to factory settings. However, 20-point orientation
data is stored on the computer, so it is retained after a
reset.
Troubleshooting SMART Board™ 600 Series Interactive
Whiteboards
SC9
Controller
Reset
Button

Troubleshooting Using the Ready Light
Before you begin troubleshooting your front projection interactive whiteboard, first familiarize yourself with its
normal operation. Because the Ready light indicates the status of the interactive whiteboard, you should use it as
the starting point for your troubleshooting.
Refer to the following Flowchart 1, which will direct you
to the next stage in your troubleshooting process.
The Ready light LED is visible from the front of the
SMART Board interactive whiteboard in the lower-right
of the frame when facing the front of the interactive
whiteboard.
Flowchart 1: Getting Started
The interactive whiteboard is not receiving power. Go to Flowchart 2 on
page 3 to locate the problem.
The interactive whiteboard is receiving power but is not communicating
correctly with your computer. Go to Flowchart 3 on page 4 to isolate the
problem.
A flashing green Ready light may be normal, if you want touch-only
operation of the interactive whiteboard. If you want to use the SMART
Board tools or use the pen tray pens, go to Flowchart 4 on page 5.
A steady green Ready light indicates normal operation. To diagnose
problems that may occur in other components of the interactive
whiteboard, refer to Flowchart 5 on page 6.
If the Ready light is flashing or steady amber, reset the SC9. (See page
1.) If the problem persists, the firmware may have to be reloaded into the
flash memory, or you may have to replace the SC9 controller. Escalate
the problem to your next level of support.
If none of these descriptions applies to the Ready light, contact your next
level of support.
Ready Light
Start
Is the
Ready light
steady on?
No
Is the
Re ady light
amber ?
Is the
Re ady light
steady
green?
Is the
Ready light red?
Yes
Is the
Re ady light
flashing
green?
Yes
Yes No No
Contact your
next le vel of
support
No No
Yes
Yes
Go to
Flow char t
5
Go to
Flow ch art
4
Go to
Flow ch art
3
Go to
Flow ch art
2
The SC9 is in
Boot Loader
mode or has
detected a
che ck sum
error

Flowchart 2: Ready Light Not On
Non-powered USB hubs or repeaters
can’t provide enough power to the
interactive whiteboard.
If you haven’t installed a USB driver on
the computer, the USB port can’t
provide power to the interactive
whiteboard.
If possible, replace the computer with
another that has been successfully
used with a SMART Board interactive
whiteboard. Refer to the product
specifications for minimum computer
hardware and software requirements.
NOTE: Before substituting the SC9,
contact your next level of support to
ensure that all other possibilities have
been checked.
Replace the SC9 with another that has
been tested on an interactive
whiteboard.
Re ady light
not on
Is the
com puter
turned on?
Turn on the
computer
No
Is the
Re ady light
on now?
Is the
Re ady light
on now?
Is the
Re ady light
on now?
Is the USB cable
connected to both
the computer and
the SC9
Verify/replace
USB ca b l e
connections
No
Is the
Re ady light
on now?
Is a USB d r iv e r
ins talle d and
running on the
com puter?
Install and
enable
driver
No
Is the
Re ady light
on now?
Yes
No
No
Yes
No
Yes
Substitute
another
computer
Substitute
another
SC9
Controller Module
Contact your
next level of
support
No No
Go back
to
Flow chart
1
Yes
Yes
Yes
Yes
Yes

Flowchart 3: Ready Light Red
A red Ready light indicates that the interactive whiteboard is receiving power but isn’t communicating with the
computer. Pen tray LEDs won’t turn on and the screen is not responsive to touch.
Things to try first:
Disconnect and then reconnect the USB cable at
both ends to reset the interactive whiteboard and re-
establish the link.
If the Ready light changed from green to red while
the computer was running, the computer may have
become unresponsive and requires restarting.
A powered USB hub or extender may have failed or
become unplugged from the computer. Check
connections, or replace the failed component.
An alternating red/green light may indicate that your
computer is running too many other applications or
doesn’t meet minimum specifications. Reduce the
load on the computer by disabling unnecessary
applications, or replace it with a more powerful
computer.
Make sure that the operating system has all USB
HID drivers and current upgrades installed. (The
Windows® 98 and 98SE operating systems require
the system installation disk to install the HID
drivers.)
The computer’s USB port might have become
disabled or been assigned to another device. Try to
re-assign the port or enable it using your computer’s
device manager.
NOTE: If the interactive whiteboard’s SC9 controller
detects that its firmware is not fully secure, it will
flash the Ready light red and disable touch
capability. Contact SMART technical support
immediately.
What color is the
Ready light
now?
What color is the
Ready light
now?
What color is
the
Ready light
now?
Still
red
Still
re d
Enable USB port or
disconnect the
other device using
USB po r t
Contact your
ne xt leve l of
support
Still
re d
Ready light
red
Disconnect and
reconnect USB cable
from the interactive
whiteboard
Ready light
changed
from green
to red
Disconnect and
reconnect USB cable
from the inter active
whiteboard and restart
computer
Ready light
alternates
from green
to red
Reduce load on
computer and/or
restart computer
Steady
green
Flashing
green
Go to
Flo w c ha r t
4
Install or upgrade
malfunctioning
USB dr i ve r
Go to
Flo w c ha r t
5
Steady
green
Steady
green

Flowchart 4: Ready Light Flashing Green
NOTES
• This is the normal “mouse mode” state when SMART Board software is not installed.
• This mode may be desirable for occasional or guest users who don’t require the use of SMART Board tools or
pen tray functions.
• Windows 98 and 98SE operating systems require that you install the HID drivers from the Windows installation
CD. Also, on Windows 98 and 98SE, right-click is not supported. The Windows 2000 and Windows XP
operating systems include the full HID mouse mode.
Remember that you may not want to use the SMART
Board tools or the pen tray pens. See the previous
notes.
You can install SMART Board software from the CD
provided with your interactive whiteboard, or you can
download it from the SMART Technologies website.
There are two ways to ensure that the SMART Board
software service is running. Refer to page 14 for details.
The Ready light should now be steady green, and the
interactive whiteboard should operate normally.
Is the
Ready light
steady green
now?
Do you want to use
the SMART Board
tools, or operate in
"Mouse Mode"?
Is
SMART Board
software
installed?
Use
Tools Yes
Contact your
next level of
support
No
Done
Install it
now
Ready light
is flashing
green
Mouse
Mode
No
Go to
Flow char t
5
Yes
Is
SMART Boar d
software
running?
Start it now
No
Yes

Flowchart 5: Ready Light Steady Green
NOTE: Before you can use the SMART Board tools or use the pen tray pens and eraser, SMART Board software
must be running. If the SMART Board icon doesn’t appear in the Windows system tray, open the SMART Board
Software folder in the Start menu’s list of programs and select SMART Board Tools. The icon will appear and the
pen tray tools should now function as expected.
A steady green Ready light indicates that
the SC9 controller is operating normally.
If the pen tray has failed or is not
communicating with the SC9 controller, the
interactive whiteboard will still operate in
mouse mode.
When you reset the interactive whiteboard
(as described on page 1), all of the pen tray
LEDs flash sequentially twice, indicating
successful communication with the SC9
controller.
• Obstructed or dirty infrared (IR) sensors
in the pen tray recesses can prevent the
detection of pen or eraser removal, or
show that they are removed when they
are not.
• Remove any obstructions, and clean the
IR sensors with a cotton swab and glass
cleaner.
• If a sensor or the pen tray controller has
failed, contact your next level of support.
NOTE: If another user has reassigned the
pen, eraser or pen tray button functions,
you can return them to normal operation
using the SMART Control Panel.
OK now ?
Do the pen tray
LEDs cycle when
reset?
Does each LED
turn on w hen
tool is lifte d?
Yes
One LED
isalways
on
Remove debris
blocking IR
sensor
Contact your
ne xt le vel of
support
No
Ready light
is green,
but...
Mouse mode OK,
but pen tray tools
do not work as
expected
Disconne ct and
reconnect USB
cable to reset
power
No
Yes
Check/replace I
2
C
cable be tw e en pe n
tray and SC9
Clean IR sensor
OneLED
doesn't
comeon
Re p la ce
pen tray
OK no w ?
Yes
Done
OK now ?
No
Re pl ac e pe n
tray
OK now ?
No
Re p la ce SC 9
controller
OK now ?
No
No
Yes
Yes
Done
Yes
Yes
If the LEDs
operate
norm ally, but
tools do not
function as
expected,
see the note
at the
low e r-r ight .

General Troubleshooting
Refer to this table if the Ready light indicates that your interactive whiteboard is operating normally, but you are still
experiencing problems.
Symptom/Observation Action/Remedy
The projected image is blurry or doesn’t
fill the screen fully.
Adjust your projector’s position, zoom and focus settings.
The computer’s video resolution settings may not match your projector’s
native resolution.
Consult your projector’s manual for the correct resolution, and then go to
the Windows Control Panel to change the display resolution of your
monitor.
Touch is not accurate. The pointer does
not appear directly below your finger.
When you write on the screen, your
writing appears at a slight distance
from the pen.
Orient the interactive whiteboard.
To start the orientation, press and hold
both the Keyboard and Right-click
buttons on the pen tray at the same
time, or open the SMART Board
Control Panel and press Orient/Align the SMART Board.
No pointer is visible on the screen, and
when you touch the screen, a colored
line appears.
A pen is missing or not positioned properly in its pen tray recess.
A pen, dry erase marker, or old style (black) SMART stylus is not
reflective to infrared light, so pen tray sensors can’t detect it. Put tape on
the pen to make it more reflective.
The pointer snaps back to one location
when you lift the pen or your finger from
the screen.
The analog resistive surfaces are in constant contact at the location to
which the pointer returns. This can be caused by an object hitting or
pressing on the front sheet, leaving a permanent depression.
Gently pull the front sheet away from the back sheet using a piece of
tape or a small suction cup. If the problem goes away while you pull but
returns when you release the tape or suction cup, you may have to
return the interactive whiteboard for repair.
The pointer moves erratically or gaps
appear when you draw with the pen.
The USB voltage from the computer or USB extender may be too low to
power the interactive whiteboard reliably. Substitute another computer,
eliminate or substitute the USB extender, or install a powered USB hub.
See page 11 for information about using a diagnostics program to view
important voltage and resistance readings for the SMART Board
interactive whiteboard.

Troubleshooting Using SMART Board Software Diagnostics
To open the diagnostics program
1. Open the SMART Board software Control Panel, and then click About Software and Product Support.
2. In the SMART Technical Support window, click Diagnostics.
The SMART Board Diagnostics program appears.
In the center of the window, above the log display, the Status message area displays one of the messages
listed in the following table.
NOTE: Although the Status message displayed by the SMART Board Software Diagnostics program doesn’t
actually identify problems with the SMART Board interactive whiteboard itself, it can be useful in
troubleshooting problems where the SMART Board interactive whiteboard and the computer aren’t
communicating.
WARNING THE SMART Board Diagnostics program is a powerful troubleshooting tool for SMART products.
We discourage users from using the program without assistance from an authorized technical
support representative.

Interpreting Status Messages
Status Message Displayed Explanation
This SMART Board interactive
whiteboard is working properly. Normal operation
The port for this device is in use by
another application.
This doesn’t apply when connected to SMART Board products that use
USB connections.
This message may appear if you inadvertently configure a non-existent
serial port to communicate with an interactive whiteboard.
No data is being received on this
port.
Possible communication problem.
• Are you using any USB cable extensions or hubs? Try connecting the
SMART Board interactive whiteboard directly to the computer.
• Have you made a custom cable? Verify the cable’s pinout.
• If a USB interface can’t provide sufficient power to the interactive
whiteboard, touching the interactive whiteboard can cause the power to
drop below the required level.
• This message appears if you inadvertently configure a serial port to
communicate with an interactive whiteboard that uses a USB interface.
The port for this device could not be
found.
This does not apply to SMART products that use USB connections.
This message appears if you inadvertently configure a non-existent serial
port to communicate with an interactive whiteboard.
Analyzing incoming data to
determine if it is a SMART Board
interactive whiteboard...
The software is analyzing the data received from the port to make sure that
it comes from a SMART Board interactive whiteboard.
This message does not necessarily mean that the port is receiving data. If it
isn’t, this message changes to "No data is being received on this port."
Data is being received, but
communication to the interactive
whiteboard is not working correctly.
The LEDs will not function properly.
The computer is receiving data from the interactive whiteboard, but the
interactive whiteboard can’t receive commands from the computer.
The message may indicate a defective cable.
SMART Board interactive
whiteboard not connected to
SMART USB Adapter.
The USB cable is plugged into the computer, but the other end isn’t plugged
into the interactive whiteboard.
Check the cable connections.
Click the Add SMART Board button
in SMART Board Settings to initiate
automatic SMART hardware
detection or to manually select a
COM Port.
This message appears when there are no SMART Board products listed in
the SMART Board Software Control Panel.
Interactive whiteboards connected with a USB cable are always Plug and
Play. Note that the Windows NT® operating system 4 doesn’t support USB.
You can’t manually connect or disconnect a SMART product that is
attached to a USB port. If this SMART product doesn’t appear in the
SMART Board Software Control Panel, check your Windows Device
Manager to determine if the USB ports appear and are working correctly.
You might need to enable them in the computer’s BIOS. The SMART Board
product should also appear in the device manager connected to the USB
ports (when viewing by connection) or under the Human Interface class of
devices.

Other Diagnostic Tools
The SMART Board Diagnostics program is a set of tools that you can use to help troubleshoot problems with a
variety of SMART Board interactive products. Some of the tools and menu items work only with SMART interactive
whiteboards employing DViT™ technology or serial-to-USB converters.
You can use these tools to troubleshoot SMART Board 600 series interactive whiteboards. For example, you can:
• Generate reports.
• Run Trace tests.
• Log and show messages.
• Stop and start the SMART Board software service.
The SMART Board Software
service is not running.
Restart the service by selecting Service > Start.
Check that SMART Board Service appears in the Windows services control
panel (Windows TNT4/2000/SP), that the "Path to executable" is correct
and that the SMARTBoardService.exe file exists. You can try starting the
service from the Windows services control panel or SMART Board
Diagnostics (under the Service menu).
With the Windows 98, 98SE and Me operating systems, the SMART Board
Software service runs from the RunServices registry key. Make sure that
the key exists, that the path is correct and that the
SMARTBoardServices.exe file exists.
This SMART Board interactive
whiteboard is not currently active.
This message shouldn’t appear. It indicates that the SMART Board product
is in the "closed" state and that the port is closed.
The status for this SMART Board
interactive whiteboard could not be
determined.
This message appears if new software in the interactive whiteboard reports
a state that isn’t recognized by an older version of the SMART Board
Software Control Panel.
Update the SMART Board software on the computer.
This SMART Board interactive
whiteboard is disabled.
This message shouldn’t appear to the typical user. This message indicates
that this SMART Board product has been disabled by setting a flag in the
registry. This process is used during debugging if you have multiple SMART
Board products and you want to disable one of them.
WARNING The use of some of the tools and menu items found in the SMART Board Diagnostics menu or
button bars may cause the interactive whiteboard to operate erratically, or to cease operation if they
are used improperly.
No permanent damage will occur: exit the SMART Board Diagnostics program (select Yes if
prompted to return all flags to normal) and reset the interactive whiteboard.

Generating Diagnostic Reports
You can generate diagnostic reports that can assist the troubleshooting of your interactive whiteboard, which you
can save for future reference, or e-mail to your technical support representative.
You can generate two types of report files:
To create a report
In SMART Board Software Diagnostics, click File > Report, and then select one of these three options:
NOTE: No matter which option you select, you’ll see a list of ranges and current values for voltage and resistance
in the logging window. This list matches the data saved in SmartBoardService.log.
ReportLog.html This file contains a summary of the computer’s hardware, software, and
communications configuration, followed by a detailed table showing the allowed
ranges and current values of the SMART Board product’s voltages and
resistances.
SmartBoardService.log This text file captures the current contents of the diagnostics display and
includes a detailed list of the allowed ranges and current values of the SMART
Board product’s voltages and resistances.
Send Both reports files are attached to an e-mail message in your default e-mail program. The default
destination address is [e-mail], but you can change it.
Save As Prompts you to save the ReportLog.html file to any location.
View Opens the ReportLog.html file in your default browser.

Running a Trace Test
You can use the Trace test to verify that your pen and finger presses register over the entire surface of the
interactive screen.
To Run a Trace Test
1. Press the Trace button, or select Board > Trace to display the Trace window.
A trace window appears over top of the main message window. This window shows you the precise x, y
coordinate points that correspond to points of constant or intermittent contact with the interactive screen. This
window provides you with a visual counterpart to the x, y coordinates that are generated in the main message
window (see page 8) when you touch the interactive screen.
2. Touch the interactive screen and drag your finger or pen around the screen.
In the Trace window, you’ll see the points of contact either as segments, dots, or dotted segments.
3. Use a pen tray pen (not your finger or a dry-erase marker) to draw a pattern that includes:
– a rectangle around the edges of the screen.
– two diagonal, straight lines that intersect in the center of the screen.
– a large circle in the middle of the screen.
4. Look for breaks in the pattern where the interactive whiteboard didn’t register the pen’s touch.
– If you see any breaks in the pattern, try drawing in that area again. If there are no breaks on your second
attempt, the interactive screen is fine.
– If the breaks remain, make note of all of the system settings to help diagnose the problem.
NOTE: If you encounter a problem, you should also save an image of the trace pattern. You can capture it to
Notebook software using the Screen Capture tool.
5. Close the Trace window.
If you see any problems with the interactive whiteboard’s touch screen, escalate the problem to your next level
of technical support.

Logging and Showing Messages
Clicking the Messages item in the menu bar reveals several logging options, listed in the following table. You can
select these options individually or in combination. To start or stop the logging, toggle the Start Logging or Stop
Logging option by selecting it.
When you have captured the desired information in the logging window, you can generate the
SmartBoardService.log file and view, print or e-mail it to your next level of support, as required. See page 11 for
details on generating reports.
Click Messages > Clear to remove all the information from the log window. Stopping and restarting the log after
clearing it provides a starting point and useful date information.
The Service Menu
When the SMART Board software service is running, click the Service item in the main menu bar to select two
options:
Both of these options will immediately stop all communication between the interactive whiteboard and the
computer. A status message will show that the service is not running, and the Ready light will also reflect the loss
of communication.
When you stop or uninstall the service, the menu selections change to allow you to start or reinstall the service.
Message Description
Showing Processed Data This option displays the information processed by the SMART Board
Diagnostics program. You can use the results in the log to view specific
information, including:
• the presence or absence of touch screen contact (down, up).
• LED and pen tray tool information.
Show Raw Data This option displays information before it's processed by the SMART Board
Diagnostics program.
You can use the results in the log to view specific information about the
communication between the pen tray and the diagnostic program.
Show X, Y Data This option displays the x, y coordinates that are registering on the interactive
screen.
You can use the results in the log when determining touch screen problems,
such as a constant contact point (described on page 7).
Stop Stops the SMART Board software service.
Stops and unregisters the SMART Board software service from your computer’s operating system.
You can use this option to remove the service’s registry settings if you suspect they have been
corrupted.
Uninstall

SMART Technologies
1207 – 11 Avenue SW, Suite 300
Calgary, AB T3C 0M5
CANADA
www.smarttech.com/support www.smarttech.com/contactsupport
Support +1.403.228.5940 or Toll Free 1.866.518.6791 (Canada/U.S.)
© 2005–2007 SMART Technologies ULC. All rights reserved. SMART Board, DViT, smarttech and the SMART logo are trademarks or registered trademarks of SMART Technologies ULC in
the U.S. and/or other countries. Windows is either a registered trademark or a trademark of Microsoft Corporation in the U.S. and/or other countries. All other third-party product and company
names may be trademarks of their respective owners. Patent No. US5448263; US6141000; US6326954; US6337681; US6741267; US6747636; US6803906; US6919880; US6947032;
US6954197; US6972401; US7151533; US7184030; US7236162; CA2058219; EP1297488; ES2279823; CN1310126; and DE60124549. Other patents pending. Contents are subject to
change without notice. 11/2007
Ensuring that the SMART Board Software Service is Running
NOTES
• After installing SMART Board software on your computer, the SMART Board software service should start
automatically when you start your computer. If it doesn’t, perform the first of the following procedures.
• By default, the SMART Board tools do not start automatically when your computer starts. To use the SMART
Board tools or the pen tray tools, click the SMART Board Tools icon on your desktop.
• To have the SMART Board tools start automatically, put a shortcut in your Startup folder.
To start the SMART Board software service automatically
1. Open the Windows Control Panel, and then click Administrative Tools > Services.
2. Double-click SMART Board Service in the Services list. A Properties dialog box opens.
3. In the Startup Type, click Automatic (if it is not already selected), and then click OK to close the dialog box.
4. Restart your computer, and then verify that the service has started.
To start the SMART Board software service manually
1. Open the SMART Board Control Panel, and then click About Software and Product Support.
2. In the SMART Technical Support window, click the Diagnostics button.
If “The SMART Board Service is not running” appears in the Status area of the SMART Board Service Log
window, click Service > Start from the menu.
First Published: December 10, 2005
Last Updated: November 26, 2007