Smart Ink Issues

[BlueNine]

We've got an issue with our Smart Ink working within Powerpoint, it will only write in red no matter which colour is selected. We're running the latest version of Smart Ink. Every time you enable Smart Ink for powerpoint, it turns itself back off again after restarting the application! If anyone has any ideas I'd be very grateful!

[benIT]

Check smart website they have a plugin to support it.

[BlueNine]

Check smart website they have a plugin to support it.

 

Brilliant thank you!

[BlueNine]

All working now, thanks for the help.

[MrBrow]

Okay, I need to ask. Which plugin was used? Same issue as @BlueNine above reported to me last week with red pen only in PP presentation mode (and plugin disabling itself).

 

Just reading multiple threads on Office 2016 and Notebook but struggling to actually find the underlying cause of the issues.

 

Still running Notebook 11.4 and 12.10 drivers. Is this the same as you guys or have you upgraded Notebook?

[BlueNine]

We've managed to resolve the issue, it was due to the SmartInk appdata being relocated out of the profile. Do you have roaming profiles?

[MrBrow]

Oooohhhh.... well yes but we are about to remove the Profile path from AD over summer as U-EV is already setup. Sounds like I need to test this with a clean account then.

 

I guess the plugin stays working when you don't use Roaming?

[BlueNine]

Yep! We originally relocated all of our app data out of staff's profiles as they were taking forever to login, so we've now put it all back and it's working perfectly!

[MrBrow]

I've got Smart Ink folders in both the redirected Appdata folder and the Profile folder. Will get rid of one and see what happens.

[MrBrow]

Looks to be related to the roaming Appdata that is redirected back to the server. Now with U-EV we shouldn't need this so the GPO redirect can go.

 

Tested with a local admin account and the plugin loads.

A domain user with Appdata redirected back to the server fails to load the Smart PP Plugin

A domain user with no redirect of Appdata (stays local) loads the plugin and things work!

 

Great stuff, now time to make sure U-EV is capturing all settings before removing that GPO setting.

[BlueNine]

It took us way too long to work this out, clearly didn't see the correlation with relocating app data and this issue occurring...

[MrBrow]

When you try to load the plugin manually from PowerPoint it errors trying to access the UNC path so that is probably it. At least this seems to be it now.

 

Thanks for the info

[Spence_101]

Hi all, I'm having a problem with SmartInk crashing randomly, and occasionally when going to print. Checked Event viewer and get the following:

 

Faulting application name: SMARTInk.exe, version: 5.5.340.0, time stamp: 0x5cd22dc3

Faulting module name: KERNELBASE.dll, version: 10.0.18362.1, time stamp: 0xb696b1cf

Exception code: 0xe0434352

Fault offset: 0x001133d2

Faulting process id: 0x1e08

Faulting application start time: 0x01d55e61ffce73fd

Faulting application path: C:\Program Files (x86)\SMART Technologies\SMART Product Drivers\SMARTInk.exe

Faulting module path: C:\Windows\System32\KERNELBASE.dll

Report Id: 5335a85e-d3e0-4b9e-a3f7-76aedab66afd

 

Also accompanied with this error in event viewer:

 

Application: SMARTInk.exe

Framework Version: v4.0.30319

Description: The process was terminated due to an unhandled exception.

Exception Info: System.InvalidOperationException

 

 

Anyone else experienced this? We're using the latest Smart Product Drivers (12.13) which comes with SmartInk 5.5. Windows 10 1903.

Edited August 30, 2019 by Spence_101

[Boatvan]

@Spence_101 , I am having the same issue with the latest release. Opened a case with Smart Technologies. Case is now escalated to the product development team from t1 then t2 support.

 

I am running 1903 with the latest .net updates for 1903 as well. Same exact error in event viewer. Will keep you posted after the long weekend. I don't really have an answer as to what to do yet from support

[Spence_101]

@Spence_101 , I am having the same issue with the latest release. Opened a case with Smart Technologies. Case is now escalated to the product development team from t1 then t2 support.

 

I am running 1903 with the latest .net updates for 1903 as well. Same exact error in event viewer. Will keep you posted after the long weekend. I don't really have an answer as to what to do yet from support

 

Thanks, I was pulling my hair out over it last week so glad(ish) to hear that it is an actual issue. I've also now logged a case with SMART to add my voice to it. Let me know if you get any updates (will do the same too).

Edited September 2, 2019 by Spence_101

[Boatvan]

@Spence_101 I have a thread here with more info and other people's suggestions

 

 

Ignore the fellow telling me to switch software. I don't know in what world that helps our specific issue lmao

[Spence_101]

From SMART:

 

The patch is expected to be released this November at the earliest with the new SMART Driver pack. My best thought would be to downgrade to 12.11 and 5.4 package as both these issues you mention should go away and then wait till the new package is released later this year.

[minimoo]

@Spence_101 - as you've been talking to smart, they've done a update yesterday to smart driver/ink - 5th September, which fixes an ink<>IE crash issue. Do you know / can you find out from your ticket if this is them bringing forward the november patch or means even if we update to the new version, we will still have issues until november?

[Spence_101]

@Spence_101 - as you've been talking to smart, they've done a update yesterday to smart driver/ink - 5th September, which fixes an ink<>IE crash issue. Do you know / can you find out from your ticket if this is them bringing forward the november patch or means even if we update to the new version, we will still have issues until november?

 

After reading the patch notes I'd say it isn't a fix for the chrome issue. I'll still try it though but as they told me just 3 days ago earliest it will be fixed is November I won't hold my breath.

[minimoo]

I've had a couple of staff report ink<>ie crashing, so it looks like they having multiple issues going on at the moment - we've got some new boards so updated from 17 -> 19 as new boards pens didn't work on 17; and 19 is listed as first version that supports the new boards.. then have staff with ink crashing, so a catch-22

[Spence_101]

SMART replied to my query of whether the patch fixes the issues or not, this is their response:

 

I understand you noticed a recent update to SMART Product Drivers and Ink, and you would like to confirm if this update addresses the crashes you have been experiencing. I will confirm this for you.

 

I can confirm that the crashes you have experienced are actually the main reason for this patch, and this should resolve the issues for you.

 

Now rolled it out here via SCCM to all teacher workstations. Will let you know if any staff report that they've had the freezing/crash issue.

[ictgoodpractice]

Check smart website they have a plugin to support it.

 

I have this problem too in Powerpoint. Do you have a url for this patch please?

[eddyc]

It took us way too long to work this out, clearly didn't see the correlation with relocating app data and this issue occurring...

 

Sorry to drag up an old thread. Do you remember what was needed to make the SMART Ink data work with a roaming profile (and re-directed app data)?

 

We are still very much besting UE-V and a new member of staff is complaining that SMART Ink does not remember their favorites (but SMART Notebook is fine on the other hand).

 

Thanks

 

eddyc