Troubleshooting

My Interactive Whiteboard doesn’t work, what is wrong?

The Interactive Whiteboard works but I am not able to calibrate it, how do I solve this situation?

I am able to calibrate the Interactive Whiteboard (IWB) but the mouse cursor is never where I interact, what should I do?

The Interactive Board is not recognized by the computer, how do I solve this situation?

The IWB performance has decreased, what is wrong?

My USB cable got damaged, how can I get a new one?

My cable is too short for my room. Can I buy any USB cable?

I changed my computer but I’ve lost the CD that comes with the Interactive Whiteboard. What should I do?

Issues with your projector?

My problem is not on the list?

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My Interactive Whiteboard doesn’t work, what is wrong?
There may be a variety of sources that result in the malfunction of the Interactive Whiteboard (IWB). Before reading the remaining questions try to:

Change the USB port in which the IWB is connected to the computer.
Change the USB cable.
Test the IWB on a different computer. It is important to make sure the image is completely inside the surface of the IWB, leaving at least a 1cm margin at the periphery of the frame.

The Interactive Whiteboard works but I am not able to calibrate it, how do I solve this situation?
First check if there is nothing blocking the IR signal. Change the USB port in which the IWB is connected to the computer and try again. To recalibrate, you can use the native calibration tool from the Windows operating system (Control Panel/Tablet PC Settings/Calibrate). You can also use the calibration tool through the USB cable that is included with the IWB. Before doing a recalibration, reset your system first and never simultaneously run calibration data from the two calibration tools. If you do, this can create conflicts and you may not be able to calibrate the IWB successfully.

I am able to calibrate the Interactive Whiteboard (IWB) but the mouse cursor is never where I interact, what should I do?
There are two main reasons which can cause this issue:

Calibration Data Conflict (Please see “The Interactive Whiteboard works but I am not able to calibrate it, how do I solve this situation?”).
The image resolution is the wrong size. To solve this be sure you are using the recommended image resolution and aspect ratio:
- 78” – 1024x768 - 4:3 format.
- 88” – 1280x800 - 16:10 format.
- 96” – 1280x800 - 16:9 format.

The Interactive Board is not recognized by the computer, how do I solve this situation?
Usually this situation is related to a USB cable problem. But, before changing the cable, try to change the USB port in which the IWB is connected to the computer. If it doesn’t work, try the IWB with a different computer.
If neither of these steps solve the situation then try with a new USB cable. If the situation remains unsolved please contact us and we will assist you.

The IWB performance has decreased, what is wrong?
The problem is most likely related to the USB Cable. Make sure you are not using a longer cable than 5 meters and that it is USB Certified..

My USB cable got damaged, how can I get a new one?
You can buy a USB cable in a regular electronics store. Make sure that you purchase a USB Certified Cable no longer than 5 meters, with Male USB Type A connectors.

My cable is too short for my room. Can I buy any USB cable?
We do not recommend using a USB cable longer than 16.5’. If you require longer cables you’ll have to purchase Active USB cables. These specific cables make up for the signal loss that a regular cable will have, assuring good performance. If required contact us and we will provide you with active USB cables. You can also find them in specialized electronics stores. If you have a special case and you need a solution for longer distances than 33’, contact us so that we can better assist you

I changed my computer but I’ve lost the CD that comes with the Interactive Whiteboard. What should I do?
The Interactive Whiteboard is Plug & Play, which means it doesn’t require a driver to be installed. You just need to plug it into the USB port of your computer and it is automatically recognized. The calibration tool and manual can be downloaded here.

Issues with your projector?
For issues with your projector please contact the manufacturer directly

My problem is not on the list?
Please contact us by e-mail (….) or by phone (…..) and explain the problems you have with our interactive whiteboard. It will be useful to give us the model and the size of your interactive whiteboard.