Smartboard - diagnostics: no fault detected, but doesn't work...

We have a smartboard that's stopped working.

No matter where you touch, the cursor doesn't move. The cursor isn't stuck - moving the mouse makes the cursor move, so it's not like the board is reporting the cursor position as being in a fixed location (e.g. due to damage).

I've run the diagnostics and it doesn't flag up any faults.

It's well out of warranty.

I did try and update the firmware (after the fault developed - just in case - and it didn't find the board. The act of looking seemed to disconnect it - searching for the board again normally re-discovered it, it's just the firmware update part that can't find it.)

Any clues, because I'm a bit stumped. (Not helped by the heavy work-load and that I'm now running the site by myself. Yes, I'm wallowing in self-pity ;-) [edited: and the cold... don't forget the cold!]

Cheers,
Duncan.

If you have other similar boards, you could try changing the control board. It's behind where the serial lead goes in (On a 500 series) and is quite easy to remove.

The other thing you could check is that the Smart USB/Serial drivers are correctly installed in Device Manager. Sometimes, they can revert to the generic drivers that don't work. If you delete the generic driver and then reboot, it will hopefully install the correct ones. From experience, this problem indicates a suspect usb/serial lead.

As laserblazer says it could be the control board - if you've got a 600-series board you could try swapping it with one from another board.

Also with 600-series boards check the diagnostic output to see if either the X-Sheet or Y-Sheet resistance shows as being OUT_OF_RANGE - this indicates that the cable connecting the board to the controller module (black, white, red and green cable) is either damaged or has been disconnected.

With 500-series boards I've also seen the USB-serial adaptor cables fail, so it's worth swapping the USB-serial adaptor cable with another one too.

Is this diagnostic stuff a 600 series thing? I've not come across it with the 500 series.

The diagnostic tools are built-in to the driver install, so you've probably got them already. They'll give a different output depending on what board you've got connected to your PC.

To access them open the smart control panel, then go to "About Software and Product Support" followed by "Tools". The diagnostic tool is the top link on the page. The best way to get a useful log of what's happening is to plug in the problematic board, click "Service">"Stop", click "Messages">"Clear Log", then click "Service">"Start". This will give you a fresh log that only details the board you're connected to.

If you leave it for 30-seconds to give the drivers time to configure the board then copy and paste the output into a reply I could take a quick look for you.

Quote:

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Originally Posted by TommyCooper

If you leave it for 30-seconds to give the drivers time to configure the board then copy and paste the output into a reply I could take a quick look for you.

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Thanks - I missed your reply... but I'd come back to this topic because we've just had another board (of the same age) die with the same symptoms (I've even swapped the controller board out with another working one, and it didn't help.)

Contents of diagnostics:

1: (10/5 15:21:19.647) - Starting SMART Board software service 05/10/2011 15:21 (Version 10.8.210.0 20:09:55 Jun 16 2011).
2: (10/5 15:21:19.662) - SBSDK: Port number 1389.
3: (10/5 15:21:19.818) - SMART Board (0x2303) - on USB (1): STATUS CHANGE from BOARD_CLOSED to BOARD_ANALYZING_DATA
4: (10/5 15:21:19.818) - SMART Board (0x2303) - on USB (1): SMART USB Adapter Version Number - 3.0.0 (0x2303).
5: (10/5 15:21:19.818) - SMART Board (0x2303) - on USB (1): USB cable serial number:00027355
6: (10/5 15:21:19.818) - SMART Board (0x2303) - on USB (1): Using baud rate from previous connection...
7: (10/5 15:21:19.818) - SMART Board (0x2303) - on USB (1): Setting baud rate to 9600:8N1
8: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): Frame mode is CSL_DATA_CSH (Checksum).
9: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): Electrode Measurement YP (Y Plus) = 4079.
10: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): Tool change to: ERASER, tool source 0, mid stream 0, contact index 0, force send tool change 1.
11: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): Interactive whiteboard size is 72: DIP switches 2 and 3
12: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): Electrode Measurement XP (X Plus) = 4000.
13: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): Voltage VA is good at 4.99 V (Range 4.75 - 5.25).
14: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): Voltage VD is good at 4.98 V (Range 4.75 - 5.25).
15: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): Voltage VS is good at 5.98 V (Range 5.70 - 6.30).
16: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): Voltage VP is good at 5.08 V (Range 4.20 - 18.00).
17: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): Electrode Measurement XM (X Minus) = 272.
18: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): Electrode Measurement YM (Y Minus) = 112.
19: (10/5 15:21:19.834) - SMART Board (0x2303) - on USB (1): STATUS CHANGE from BOARD_ANALYZING_DATA to BOARD_OPEN
20: (10/5 15:21:19.850) - SMART Board (0x2303) - on USB (1): Firmware version: 7.29.
21: (10/5 15:21:19.850) - SMART Board (0x2303) - on USB (1): LED 10 on. (Eraser)
22: (10/5 15:21:19.990) - SMART Board (0x2303) - on USB (1): Hardware Model: 133/6 (SB500 (SC7)).
23: (10/5 15:21:20.006) - SMART Board (0x2303) - on USB (1): Baud rate change confirmation to 9600 8N1.
24: (10/5 15:21:21.193) - SMART Board (0x2303) - on USB (1): SCX Mode change confirmation to SC6 Mode.
25: (10/5 15:21:22.490) - SMART Board (0x2303) - on USB (1): Checksum - 0x664b.
26: (10/5 15:21:23.896) - SMART Board (0x2303) - on USB (1): Hardware version - SC7d3.
27: (10/5 15:21:27.912) - SMART Board (0x2303) - on USB (1): Points per second rate value at 2 (Range 2 - 9, Default 2).
28: (10/5 15:21:29.240) - SMART Board (0x2303) - on USB (1): Sample delay value at 0 (Range 0 - 25, Default 0).

Any messages about missing erasers etc are because I've taken them out while I'm looking at repairing things.

Hi

I know these will be silly questions but here goes.

Does the board have an extension usb cable on it. They do go wrong and stop working.

Have you tried plugging a different pc into the board direct wiht a usb cable into the back of the board.

Does the light turn green on the board.

Have you been updating the firmware and has it gone wrong.

Are lots of usb ports being used on the computers and the computer does not have enough power to drive the board . Things like external hard drives?

Is the software and the driver on the computer the latest version and is the firmware up to date?.

Is the driver corrupt on the pc maybe due to a hardware problem?

Richard

The boards are SB580s, and use a (Smartboard branded) usb to serial port. I've tried different USB cables from different boards (that worked) and it didn't resolve the issue.

The light goes green on the board.

I haven't updated the firmware - I did try to after the fault developed to see if that would make any difference. The smart firmware updated didn't see the board, even though the normal software does. That said, I'm not sure if the 500-series can have its firmware updated, it's quite old, so it may not have that feature.

The smart board usb cable is the only thing plugged into the USB sockets (I've just unplugged the mouse and keyboard to make absolutely sure).

The software and drivers are up-to-date. (I don't seem to be able to update the firmware.)

The driver isn't corrupt - I've tried different machines, and I've swapped a board in and connected to the original PC, and that works fine.

"I know these will be silly questions but here goes" - Nope, it's useful because it's getting to the stage where I can be fairly satisfied I've done all the troubleshooting I can do, and we'll need to see if we can fund replacements. I've been in contact with support, and done all of their tests too, so unless a miracle happens, it looks like we have two dead boards.

Have you tried swapping the controller board? It's quite simple to do and if it is that, then it will be a realtively cheap fix.

Yes, I swapped the controller board with a known good one - no luck. That's why I'm satisfied I've tried everything logical now.

Quote:

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Originally Posted by duncane

Yes, I swapped the controller board with a known good one - no luck. That's why I'm satisfied I've tried everything logical now.

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I had something similar and when I inspected the board closely, I found a very small tear in the surface. The difference was that the light was red.

Hi

The last thing I can think of is have you tried swapping the tray with a know working one. We have has things spilt into one of ours and we had to dry it out and blast out the dust what was left wtih a compressor.

Richard

tbh, ive had a couple of 500 series boards just die compleatly recently. I think they are all starting to die out - dont forget how old they are now!! Think about including in your budget for upgrading to 600 series boards, or, if you can afford it, go for 800 series - they are v nice!!

Find a classroom where the smartboard is not connected, and swap them over, yes you are moving the issue, but if you select a classroom that the teacher uses it as an "expensive white wall" then there is no issue!

Ok, totally against our ethos, but I had a board not working, I ended up selecting a room, it turned out the board wasnt even connected anyway.

We've already swapped them between rooms - we've run out of candidates now.

Replacements are an issue because our site will be decommissioned within two years (with vastly reduced student levels next year).