Troubleshooting your wireless connection for SMART Board 800 series interactive whiteboards

Transcription

1 Troubleshooting your wireless connection for SMART Board 800 series interactive whiteboards SMART hardware SMART Board 800 series interactive whiteboards and wireless connections for SMART Board 800 series interactive whiteboards (part no. WC8) Overview The wireless connection for SMART Board 800 series interactive whiteboards enables wireless communication between your interactive whiteboard, your SBA or SBA-L speakers and your computer. The wireless connection consists of two parts. A SMART custom USB interface that connects to your computer. This host interface is a SMART proprietary USB HID and USB audio device that connects wirelessly to the wireless adapter. It is not a generic Bluetooth device A wireless adapter that connects to the right side of the pen tray as a module. This document explains how to troubleshoot the wireless connection (part no. WC8). Details Before troubleshooting the wireless connection You might be able to solve your wireless connection issue without troubleshooting. Perform the following steps before you begin troubleshooting: Go to the SMART Support website and update to the latest version of SMART Product Drivers. Follow the procedure below to update to the latest version of SMART firmware. Ensure that the distance between the computer and the interactive whiteboard is 30' (9 m) or less. If the distance is greater than this, writing could be delayed and audio quality could be poor. Ensure that there s a clear line of sight between the USB interface and the wireless adapter. Objects or walls in between the two could cause connection issues. TIP If you re unable to clear the line of sight, you can connect the included 3' (1 m) USB cable to your computer, connect the USB interface to the other end of the cable, and then move the USB interface to a location that has a clear line of sight to the wireless adapter.

2 To update SMART firmware 1. Ensure that your computer is connected to your interactive whiteboard with the USB cable included with your interactive whiteboard. 2. Launch the SMART Firmware Updater: On Windows 64-bit operating systems, browse to C:\Program Files\SMART Technologies\Education Software\SMARTFirmwareUpdater.exe On Windows 32-bit operating systems, browse to C:\Program Files\SMART Technologies\SMART Product Drivers\SMARTFirmwareUpdater.exe On Mac operating system software, browse to Applications\SMARTProduct Drivers\Additional Tools\SMARTFirmwareUpdater.app The SMART Firmware Upgrade Wizard appears. 3. Click Next. The wizard scans your computer and displays a list of connected SMART products. 4. Select the SC14 check box in the product update list. 5. Select the cameras. 6. Click Next. IMPORTANT Do not disconnect your interactive whiteboard from your computer during the update. The updater updates your firmware and the SC14 controller s Ready light turns solid. 7. Click Finish when the update is complete, and then orient your interactive whiteboard. Troubleshooting your wireless connection If your wireless connection still isn t working properly, do the following to start the troubleshooting process: Check the Ready light beside the Help button on the left side of the pen try to determine the status of the interactive whiteboard s SC14 controller. Check the s on the USB interface and the wireless adapter to determine the link status. Check the Device Manager (Windows computers) or System Profiler (Mac computers) to determine whether the wireless connection is communicating with the computer. Check the status message on the SMART control panel. Troubleshooting using the Ready light The Ready light beside the Help button on the left side of the pen tray indicates the status of the interactive whiteboard's SC14 controller. You can use the Ready light to start your troubleshooting process. NOTE The Ready light is solid when the system is operating properly. The Ready light whiteboard...

3 The Ready light whiteboard... Off Isn't receiving power whiteboard could be in Standby mode. Press the Power button on the pen tray to bring it out of Standby mode. Ensure that the power cable is connected to the power outlet and the power receptacle on the back of the pen tray. Is receiving power but isn't communicating with the computer Ensure that the computer is on. Ensure that the USB interface is properly connected to the computer. Flashing Flashing amber Is interactive but the pen tray doesn't work Isn't interactive because it's in Service mode or its firmware is being updated Ensure that the wireless adapter is properly connected to the pen tray. Press the pairing buttons on the USB interface and the wireless adapter simultaneously for at least three seconds, until they flash. If the on the wireless adapter doesn t change to solid within 60 seconds, try pairing them again. Go to the SMART Support website and update to the latest version of SMART Product Drivers. If the problem persists, see your interactive whiteboard's user's guide for information on digital ink issues. Wait until the download finishes. After the download completes, the Ready light turns solid. If the problem persists, see your interactive whiteboard's user's guide for information on power and firmware related issues. Troubleshooting using s The s on the USB interface and the wireless adapter indicate the link status. The following table describes how to interpret the on the USB interface that's connected to your computer. If the status light is Off Solid The USB interface Isn t receiving power. It might not be connected to an active USB receptacle on your computer. Is paired and communicating properly with the wireless adapter.

4 If the status light is The USB interface Is receiving power but isn t searching for or paired with the wireless adapter. Is receiving power, is coming out of Standby mode and is searching for the wireless adapter. When it establishes the connection, the light changes to solid. Otherwise, the light changes to solid red after two minutes. Is receiving power, is in Discovery mode and is searching for a wireless adapter. The following table describes how to interpret the on the wireless adapter that s connected to the interactive whiteboard's pen tray. If the status light is Off Solid The wireless adapter Isn t receiving power or its firmware isn t updated. Is paired with and communicating properly with the USB interface. Is receiving power but isn t paired with the USB interface. Is receiving power, is coming out of Standby mode and is searching for the USB interface. When it establishes the connection, the light changes to solid. Otherwise, the light changes to solid red after two minutes. Is receiving power, is in Discovery mode and is searching for a USB interface. You can use the s for troubleshooting. The USB interface The wireless adapter Off Any Ensure that the computer is on. Ensure that the USB interface is properly connected to the computer either directly or with a USB cable. Ensure that the USB extender interface is connected to an active USB receptacle at the computer. Solid Solid The wireless connection is functioning normally. If your interactive whiteboard and your computer aren t communicating, the wireless adapter might be paired with another USB interface. Press the Reset button on the bottom of the pen tray. Any Off Ensure that the power cable is connected to a power outlet and the power receptacle on the back of the pen tray. Ensure that the interactive whiteboard is turned on. The Power button should be. Press the Power button to bring it out of Standby mode. Ensure that your interactive whiteboard is running the latest firmware version.

5 The USB interface The wireless adapter Off Any Ensure that the computer is on. Ensure that the USB interface is properly connected to the computer either directly or with a USB cable. Ensure that the USB extender interface is connected to an active USB receptacle at the computer. Solid Solid The wireless connection is functioning normally. If your interactive whiteboard and your computer aren t communicating, the wireless adapter might be paired with another USB interface. Press the Reset button on the bottom of the pen tray. Flashing The wireless adapter didn t find the USB interface. Pair them again. Solid Any but solid red Any but solid red The USB interface is pairing with the wrong wireless adapter. Pair them again. The USB interface didn t find the wireless adapter. Pair them again. The USB interface and the wireless adapter are searching to pair. They should pair in less than 60 seconds, and then both s turn solid. The USB interface and the wireless adapter are discovering each other as they search for a new pairing. They should pair in less than 60 seconds, and then both s turn solid. Troubleshooting using the SMART control panel's status message If the wireless connection still isn t working, open the SMART control panel to see the status message. To open the SMART control panel Click the SMART Board icon in the Windows notification area or Mac Doc, and then select Control Panel. The status message The SMART Board interactive whiteboard is working correctly Data is not being received on this port No SMART Boards are connected whiteboard... Is interactive. None. The wireless connection is working properly. Isn't interactive. Ensure that the USB interface and the wireless adapter are paired. Press the pairing buttons on the USB interface and the wireless adapter simultaneously for at least three seconds, until they flash. They should pair in less than 60 seconds. Ensure that the wireless adapter is properly connected to the pen tray. Isn't interactive. Ensure that the USB interface is properly connected to the computer. Go to the SMART Support website and update to the latest version of SMART Product Drivers.

6 The status message Control Panel can't be found whiteboard... Isn't interactive. Download and install the latest version of SMART Product Drivers. Troubleshooting using your operating system utilities You can use Device Manager (Windows computers) or System Profiler (Mac computers) to determine whether the wireless connection is communicating with the computer. To open Device Manager (Windows computers) 1. Click Start, and then select Run. 2. Type devmgmt.msc, and then click OK. The Device Manager appears. 3. Select Universal Serial bus controllers. 4. Right-click SMART Board (0x5a) on USB, and then select Properties. To open System Profiler (Mac computers) Select Apple menu > About This Mac > More Info > Hardware > USB. The following table describes how to use utilities for troubleshooting. The device status whiteboard SMART Board (0x5a) on USB SMART Board (0x5a) on USB Is interactive None. The wireless connection is functioning normally. Isn't interactive Ensure that the wireless adapter is properly connected to the right side of the pen tray. Ensure that the USB interface and the wireless adapter are paired. Press the pairing buttons on the USB interface and the wireless adapter simultaneously for at least three seconds, until they flash. They should pair in less than 60 seconds. Off Isn't interactive Ensure that the USB interface is properly connected to the computer. If the issue persists, contact SMART support. First published October 10, 2011