A recent firmware update was applied following a pop-up alert by the SMARTboard software on our computers. Immediately after the RED light came on for the SMARTboard and you could no longer use the "touchy" features of the SmartBoard. Do to the layout of our classrooms we use USB/Cat5 extenders for because of the distance to the host computer. Investigating and swapping cables in/out and we found that when connected directly via USB cable the SmartBoard works normal - with a GREEN status light. We changed out computers, the Cat5 cables, and even tried another pair of USB extenders but to no avail.
Contacting SMART Support, they state that if we do not connect directly via USB and we don't use the SMART brand of USB extender, they cannot support our problem. If, after employing SMART extenders the problem still exists, they will pursue further options of support.
Before I succumb to buying all-new extenders for 15 boards (almost $2000) I wanted to find out if anyone else has experienced something similar. The other option I would like to try is to rollback the firmware of the board? (The firmware updates I found at SMART wanted to update the projectors only.)
Any feedback is appreciated!
I would suggest in this case that you buy 1 smart extender and see if it works if it doesn't smart will have to help.
Have you tried a normal active usb extender?
The 885s need USB2 480Mbps extenders. Try a direct connection to the board via a short USB lead (the USB connector is under the right-hand end of the pen tray) to see if the fault is with the cabling or the board. Also check that the PSU is correctly connected - I've seen a few where the cable is mistakenly inserted into the audio-out socket.
While I'm thinking of it - also check that your PCs have 10.8 drivers installed. 885s won't work at all with anything less than 10.6 and performance is much better with 10.8.
Thanks TommyCooper. I'll check all your suggestions out. It sounds like the new 800 series has a lot more specific requirements that the installers weren't aware of. Still, they're not getting paid until everything is correct and working!
GodsServent, it's interesting you mention the firmware update, as once I finally did get one of our 885 boards working the fw notification popped up, and thinking 'what harm can it do?' I updated it... immediately after... dead. So that made things worse!
I set up some Win 7 64-bit laptops last week and tested on a Smartboard and left. I got a phone call saying the Smartboard was not working on the first one they gave to a teacher. I downloaded the latest software/driver and went in and installed. The driver does not recognise the board. The board has the small serial to USB converter yet It works fine with an XP laptop. I took the Win 7 laptop to a board with the larger converter and it connects straight away.
Win-7 64-bit machines sometimes install the wrong version of the USB-serial driver. Try manually installing the driver from C:\Program Files\SMART Technologies\Education Software\Drivers\x64\.
Thanks for the path. I'n in the school tomorrow and will give it a go.
What computers are you using? anything new?
There is a hotfix floating around somewhere for the cable drivers... If i can find it I will post it here
Have only seen this issue on Win7 machines, the hotfix has resolved the issue for me many times
One of our smarts didn't install the board driver, quick look in Windows 7 device man and having the cd handy sorted that out,
Windows 7 pro 32bit. Plus the bored was only about 1 meter away,
I am having a problem with a 600-series SMART board. The computer is running Windows XP and is connected by a short USB cable directly into the board. The board continuously drops connection and the LED goes red. The fix seems to be to unplug the USB cable from the computer and reconnect it. All of the lights flash and then it goes back to green.
I have tried replacing the cable, and updating the smart product drivers to the latest version but the problem persists. I am running out of ideas of what to try, any suggestions?
Thanks to David Gilliard at Steljes support for providing me a fix for my Windows 7 connection problem in the OP. The 10.8 sp1 64bit patch was required to fix this for my 64bit machines.
There is a new patch on website for 64 bit windows see link below:
Make sure that you have the latest Notebook software (10.8) before running the update.
If this doesn't work, try re-mapping the following:
Manual mapping for the 500 series board serial cable X64 is for 64bit windows and X86 is for 32 bit OS in device manager > driver update, please see full path below:
C:\Program Files\SMART Technologies\Education Software\Drivers\x64\STI2303X64
C:\Program Files\SMART Technologies\Education Software\Drivers\x86\STI2303X