SDC 450 TM Troubleshooting Diagram

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1 Last revised: July 21, 2014 Glossary of Terms SMART Document Camera 450 TM SMART Document Camera 450 TM Power issues Connection issues Image issues Mixed reality issues Toggle USB switch on the side, that may be causing connection issue. smarttech.com/support smarttech.com/contactsupport 2014 SMART Technologies ULC. All rights reserved. SMART Board, SMART Document Camera, the SMART logo, smarttech and all SMART taglines are trademarks or registered trademarks of SMART Technologies ULC in the U.S. and/or other countries. All third-party product and company names may be trademarks of their respective owners.

2 1. Power issues Until further notice, please contact SME if the issue is related to power supply. As a part of PSA investigation, the PSA team would like to examine any SDC 450 power supply ( (P) Assy, Power Supply, 12VDC, 2A) found to be defective in the field. Power issues SMEs to ship replacement power supply to the customer, and get the faulty one back to HQ for PSA testing. Gather the below information and follow up with PSA. - Customer s contact information - Serial number of SDC A detailed description on how/ when the failure happened (during use, during the installation, etc) Test different power outlet to ensure that it is not a bad outlet. Is the issue resolved? Do you have another SDC 450 power supply and cable that can test to determine where the issue is? Support. (A) Is the issue resolved with a different power supply (brick) or cable? Support. (B) Support. (C)

3 2. Connection issues Connection issues Windows Mac

4 2.1 Windows Windows Does document camera show up in the Windows device manager under SMART imaging devices>smart Document Camera SDC 450? Is the problem only happening with SMART tebook? Ensure all cables are securely connected. Does document camera show in device manager now? Does document camera show up in device manager with yellow exclamation mark? Try swapping out USB cable with a known working cable and swap USB port. Does the camera show properly in device manager now? Right click the yellow exclamation mark and manually point the document camera drivers to C:\Program Files\SMART Technologies\ Education Software\Drivers\ SDC450. Is it working? For 64 Bit OS, C:\Program Files (x86)\smart Technologies\Education Software\Drivers\SDC280. Toggle USB switch on the side. Connect camera directly to projector or monitor and go into SDC 450 On Screen menu. Enter function setting menu and ensure USB to PC Mode is set to camera. Does camera show properly in Device manager now? Test camera in tebook. Does it work now? Review the following steps. If possible, test camera on another computer. Does the camera work on another computer? assistance, contact SMART Technical Support. Issue is with the computer.

5 2.1.1 Windows (Continued ) Review the following steps. Document camera does not work in tebook. Are you using document camera in Image Mate and SMART tebook software at the same time? Ensure camera is set to PC mode. Is the issue resolved? Understand that document camera will only work in Image Mate or tebook software and not both at the same time. Shut down Image Mate and test camera in tebook. Is camera working in tebook? Issue is with the computer. If possible, test camera on another computer. Does the camera work on another computer? Support.

6 2.2 Mac Mac To access this page, Click on Apple logo on top left corner>about this Mac>More info. Does the camera show up under USB>USB High- Speed Bus>Hub>Doc Cam SDC 450? To find this, select the Apple Icon at the top-left and choose about this Mac>More info or through system profiler. Try a swapping out USB cable with a known working cable and swap USB port. Does the camera show properly in system profiler/ information now? Toggle USB switch on the side. Connect camera directly to projector or monitor and go into SDC450 On Screen menu. Scroll down to USB to PC mode and ensure it is set to camera. Does camera show properly in system profiler/ information now? Does this work in tebook? If possible, test camera on another computer. Does the camera work on another computer? Connect camera directly to projector or monitor and go into SDC450 On Screen menu. Scroll down to USB to PC mode and ensure it is set to camera. Is the issue resolved? assistance, contact SMART Technical Support. Issue is with the computer. Review the following steps.

7 2.2.1 Mac (Continued ) Camera is not working in tebook If you are using OSX , ensure that it has latest patch SMART product drivers version Is the issue resolved? Ensure camera is set to computer view. Is the issue resolved? Ensure dip switches are set correctly. Set them to VGA/ DVID to switch to computer mode. Make sure the resolution mode is set properly (usually XGA). Is the issue resolved? Issue is with the computer. If possible, test camera on another computer. Does the camera work on another computer? Support.

8 3. Image issues Image issues Issues while directly connected from camera to display. Issues using tebook? Issue using Image Mate? Are you not getting image from document camera when connected directly to projector or monitor with VGA cable. Ensure dip switches set to RGB and NTSC. Is the issue resolved? Connect camera directly to a display. Does the camera work when directly connected or connected to another computer? Do you get an image at all in tebook? SDC 450 works only in tebook and doesn t work with any other software (eg. Image Mate). Image mate software is not compatible with SDC 450. This model document camera works only in tebook. Swap VGA cable with a known working VGA. Is the issue resolved? Support. (B) Support. (C) Support. (A)

9 4. Mixed reality issues Mixed reality issues Mixed reality popping up randomly. Do you want to disable mixed reality? Errors Mixed reality features, like insert>3d file, missing in tebook. Or mixed reality won t activate. Upgrade to tebook 11. If you are unable to upgrade, ensure you are using a white background when using camera and avoid zooming too close. Otherwise upgrade is the only solution. Support. (A) Attach SDC450 to computer or change USB ports if attached. Was mixed reality able to activate? Register SDC450 serial number on the registration page to obtain a mixed reality software key. Activate with product key (starts with MR) through welcome center screen. Is mixed reality activated now? Change the resolution on the computer. Possible options 1280X800. Do the mixed reality features insert 3D file show now? Download and install video or graphics driver updates for computer model. Do the mixed reality features insert 3D file show now? Type dxdiag in run box and select the display tab. Confirm that DirectDraw Acceleration and AGP Texture Acceleration are listed and enabled. These are required to support the mixed reality tools. Is the issue resolved? information on dxdiag or DirectX Diagnostics, visit en.wikipedia.org/wiki/ DxDiag. assistance, contact SMART Technical Support. (B)

10 4.1 Errors Errors If you open the tebook, you will get the message Your computer doesn t meet the requirements for the SMART document camera mixed reality tools. This feature will be disabled in SMART tebook Software. Have you changed the resolution on the computer to 1280X800. Does pop-up message go away? Download and install video or graphics driver updates for computer model. Does pop message go away? Understand that these are required to support mixed reality. Type dxdiag in run box and select the display tab. Confirm that DirectDraw Acceleration, Direct3D Acceleration and AGP Texture Acceleration are listed and enabled. These are required to support the mixed reality tools. Does your computer meet requirements? information on dxdiag or DirectX Diagnostics, visit en.wikipedia.org/wiki/ DxDiag. Support.

11 REVISION HISTORY SECTION PAGE REV. REVISED BY DATE DESCRIPTION OF CHANGE All All 1.0 Dharm Bajwa August Revised format.

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