Troubleshooting loss of touch on SMART Board 800 series interactive whiteboards and 8000 series interactive displays

SMART hardware

SMART Board 800 series interactive whiteboards

SMART Board 8000 series interactive displays

SMART software

SMART Product Drivers 10.8

Operating systems

Windows operating systems

Issue

When a SMART Board 800 series interactive whiteboard and a SMART Board 8000 series interactive display are both connected to one Windows computer, both of them lose touch capability when its firmware is updated.

Symptoms

This issue is indicated by the following symptoms:

Your interactive whiteboard or interactive display has no touch capability.
The SMART control panel indicates that no interactive whiteboard or interactive display is connected.
The indicator light flashes amber, indicating that the interactive whiteboard or interactive display is in boot loader mode.
You query version values through diagnostics and the values are unusually high.
Camera views aren't visible.
When you flash the firmware using firmware updater, it states that the firmware is up-to-date.

Cause

The firmware updater flashes the interactive whiteboard or interactive display with the incorrect firmware version.

Details

Important

If you have updated your firmware on the interactive whiteboard or interactive display and you are showing any of the symptoms listed above, contact Technical Support (smarttech.com/support) for assistance with the firmware update.

If you have not updated your firmware, follow the steps below.

To update your firmware on your interactive whiteboard or interactive display

Disconnect the interactive whiteboard from the computer.
Update the firmware on the interactive display, and then disconnect it from the computer.
Connect the interactive whiteboard to the computer, and then update its firmware.
Connect the interactive display to the computer.

Note

If you update the firmware on each device separately and either device show any of the symptoms listed above, contact Technical Support (smarttech.com/support) for assistance with the firmware update.

First published

October 5, 2011