SDC 330 TM Troubleshooting Diagram

Transcription

1 Last revised: July 15, 2014 Glossary of Terms SMART Document Camera 330 TM SMART Document Camera 330 TM Power issues Connection issues Image issues Mixed reality issues Other issues 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 Power issues Test different power outlet to ensure that it is not a bad outlet. Is the issue resolved? Do you have another SDC 330 power supply and cable that can test to determine where the issue is? Support. (A) Does swapping the power supply/cable resolve the issue? Support. (B) Support. (C)

3 2. Connection issues Connection issues Windows Mac

4 2.1 Windows Windows Look under device manager and then under imaging devices. Does the SMART Document Camera SDC330 appear there? 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\ SDC330. Is it working? For 64 Bit OS, C:\Program Files (x86)\smart Technologies\Education Software\Drivers\SDC330. Connect camera directly to projector or monitor and go into SDC330 On Screen menu. Enter Function setting Menu and ensure USB-B Mode set to application. 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? assistance, contact SMART Technical Support (A)

6 2.2 Mac Mac Does the camera show up under USB>USB High- Speed Bus>Hub>Doc Cam SDC330? To find this, select the Apple icon at the top-left and choose About this Mac>More info or through System Profiler (System information in newer OS) 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? Connect camera directly to projector or monitor and go into SDC330 On Screen menu. Scroll down to USB-B mode and ensure it is set to Application. 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 SDC330 On Screen menu. Scroll down to USB-B mode and ensure it is set to Application. Is the issue resolved? assistance, contact SMART Technical Support. Issue is with the computer. Camera not working in tebook.

7 2.2.1 Mac (Continued ) Camera not working in tebook If you are using OSX10.5.8, ensure it has latest patch and product drivers. 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). Did this resolve the issue? 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? Issues using Image Mate? If you are 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 issued 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? Are you also using Image Mate on this computer? Are you using Mac? Swap VGA cable with a known working VGA. Ensure camera view is selected on camera. Is the issue resolved? assistance, contact SMART Technical Support. (B) Are you using camera in tebook and Image Mate? Image Mate software for Mac. Can only use document camera in tebook. Support. (A) Are you using Image Mate Software 2.0 for Windows? Understand that the document camera will only work in Image Mate or tebook software not both at the same time. Shut down tebook and test camera in Image Mate. Is camera working in Image Mate? Install Image Mate 2.0 software from the attached link. Did this resolve the issue? assistance, contact SMART Technical Support. (C)

9 4. Mixed reality issues Mixed reality issues Supported file types: COLLADA (.dae) 3D object (.obj) FBX (.fbx) 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. Attach SDC330 to computer or change USB ports if attached. Was mixed reality able to activate? Register SDC330 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. information on dxdiag or DirectX Diagnostics, visit en.wikipedia.org/wiki/ DxDiag.

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 5. Other issues Other issues You are experiencing a performance degradation issue on the computer when using multiple document camera widgets on the same tebook page. Zoom knob fell off

12 5.1 Performance degradation when using multiple document camera widgets on the same tebook page You are experiencing a performance degradation issue on the computer when using multiple document camera widgets on the same tebook page. Try swapping computer with higher specifications. Is the issue resolved? For lower specification computer, fewer document camera widgets should be used. In most cases, no more than two document camera widgets should be added per page. Is the issue resolved? Support.

13 5.2 Zoom knob fell off Zoom knob fell off Support.

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