SMART Light Raise LR60wi interactive projector Troubleshooting Diagram

Are you using the internal projector speakers?

Issue resolved.

Confirm the “line out” setting in the OSD under the basic audio control menu is set to “on” and volume set to 20. Is the issue resolved?

Check 3.5mm stereo mini cable

Yes

Confirm the “speakers” setting in the OSD under the basic audio control menu is set to “on” and volume set to 20. Is the issue resolved?

Confirm the computer is set to output the audio to the LR60wi. Is the issue resolved?

Try connecting another audio source to the projector. Is the issue resolved?

3.2.1 Check 3.5 stereo mini cable

LR60wi Troubleshooting Diagram

Contact Support

Check 3.5mm stereo mini cable

Yes

Issue resolved.

Yes

Issue resolved.

Issue resolved, contact speaker manufacturer.

Yes

Confirm the 3.5mm stereo mini cable from the projector audio out jack to the speakers are securely connected. Is the issue resolved?

Confirm the computer image is being projected and it isn’t on the SMART blue logo. Is the issue resolved?

Swap out the 3.5mm stereo mini cable. Is the issue resolved?

Confirm the computer is set to output the audio to the LR60wi. Is the issue resolved?

Connect the speakers directly to the computer or an audio device. Do you have sound?

Yes

Audio out port is disabled when no video source is being used.

4. Power &

Other

No image

LR60wi Troubleshooting Diagram

Projector is in standby mode

Contact Support

Off

Solid amber

What is the status of the diagnostics

LED?

Flashing red

Lamp error

Flashing amber

What is the status of the diagnostics

LED?

Off

Unit cooling down

What is the status of the power LED?

See p.60 on the

LightRaise™ interactive projectors User’s guide for further details.

Solid green

What is the status of the diagnostics

LED?

Flashing green

What is the status of the diagnostics

LED?

Off

What is the status of the service LED?

Off

Unit is running as expected

Off

The projector is preparing to turn on

Off

The unit does not have sufficient power or is not plugged in

Solid red

Error (fan colour wheel failure)

Flashing red

Temperature limit exceeded

4.1 Projector is in standby mode

LR60wi Troubleshooting Diagram

Contact Support

Projector is in standby mode

Ensure you point the remote to the projector sensor.

To test the remote, you may try to use it on another SMART projector or take another remote that works from another SMART projector.

Turn on the projector using a known working remote. Is the issue resolved?

Yes Issue resolved.

Bypass the XCP (if applicable) and turn on the projector. Is the issue resolved?

Power cycle the projector. Is the issue resolved?

Plug the projector into another wall. Is the issue resolved?

Try a known working power cable. Is the issue resolved?

Technical Support.

(C)

Yes

Technical Support.

Yes

Issue resolved.

Yes

4.2 Lamp error

LR60wi Troubleshooting Diagram

Contact Support

Lamp error

Instructions can be found on the LR60 wi User’s Manual found on p.47.

Swap the lamp with a known working lamp. Is the issue resolved?

Clean the projector.

Is the issue resolved?

Power cycle the unit.

Is the issue resolved?

Yes

Yes

Issue resolved.

4.3 Unit cooling down

LR60wi Troubleshooting Diagram

Contact Support

Unit cooling down

Instructions can be found on the LR60 wi User’s Manual found on p.47.

Allow the unit to cool down and power the unit back up. Is the issue resolved?

Clean the projector.

Is the issue resolved?

Power cycle the projector. Is the issue resolved?

Yes

Issue resolved.

4.4 Unit is running as expected

LR60wi Troubleshooting Diagram

Select the most appropriate symptoms on the main page

Contact Support

Unit is running as expected

Yes

4.5 The projector is preparing to turn on

LR60wi Troubleshooting Diagram

Select the most appropriate symptom on the main page.

Contact Support

The projector is preparing to turn on

Wait for the projector to power on. Is the issue resolved?

Try a known working remote to turn on the projector. Is the issue resolved?

Reseat the lamp cover and power cycle the projector.

Is the issue resolved?

Yes

Does it continue to try and power on?

Yes

Issue resolved.

Yes

4.6 The unit does not have sufficient power or is not plugged in

LR60wi Troubleshooting Diagram

Contact Support

The unit does not have sufficient power or is not plugged in

Unplug and replug the projector in to the power outlet. Is the issue resolved?

Plug the projector into a different power outlet. Is the issue resolved?

Swap the power cable with another known working power cable. Is the issue resolved.

Technical Support.

Yes

Issue resolved.

Yes

4.7 Error (fan/ colour wheel failure)

LR60wi Troubleshooting Diagram

Contact Support

Error (fan colour wheel failure)

4.7.1 Colour wheel failure

LR60wi Troubleshooting Diagram

Contact Support

Colour wheel failure

Not to be confused with image color wheel failure. This one results in the projector turning off and is usually accompanied with an error message

Power cycle the projector for 30 seconds. Is the issue resolved?

Follow the instructions for cleaning the projector on p.47. Is the issue resolved?

Yes

Issue resolved.

4.7.2 Fan failure

LR60wi Troubleshooting Diagram

Contact Support

Fan failure

Instructions can be found on the LR60 wi User’s Manual found on p.47.

Power cycle the projector for 30 seconds. Is the issue resolved?

Clean the projector. Is the issue resolved?

Yes

Issue resolved.

4.8 Temperature limit exceeded

LR60wi Troubleshooting Diagram

Contact Support

Temperature limit exceeded

Is the unit too close to the roof, under a bright light, or otherwise unable to cool down properly? If yes, install projector according to the install guide specifications. Is the issue resolved?

Follow the instructions for cleaning the projector on p.47.

Is the issue resolved?

Yes

Power cycle the projector for

60 seconds by unplugging and replugging the power cable. Is the issue resolved?

Yes

Yes

Issue resolved.

Room control

5. Serial interface

Serial interface

LR60wi Troubleshooting Diagram

Contact Support

The serial interface of the projector acts as a Data

Communications Equipment (DCE) device and its settings can’t be configured. You must configure your computer’s serial communication program (such as Microsoft Hyper

Terminal) of your room control system’s serial communication settings with the following values:

Baud rate: 19200

Data length: 8

Parity bit: None

Stop bit:1

See p.81 on the LR60 wi Interactive Projector User’s Guide

Are you sending commands from a

PC or a room control system?

Do you have a console that shows you responses?

Check your connection properties against the manual on page

82. Is the issue resolved?

Yes

Are you seeing any responses?

Yes

Ensure the use of the correct RS232 commands as per the user manual. Did this resolve the issue?

Yes

Connect a PC so you can identify if an error message is generated.

Incorrect configuration.

Issue resolved.

Bypass the room control system and follow the PC troubleshooting.

Use a known working serial cable.

Is the issue resolved?

Yes

The cable was faulty. Issue resolved.

Review the RS232 commands found in the user’s guide.

Are you seeing any responses?

Yes

Review the RS232 commands found in the user’s guide.

Check your connection properties against the manual on page

63. Is the issue resolved?

Yes

Incorrect connection details. Issue resolved.

Use a known working serial cable.

Is the issue resolved?

Yes

The cable was faulty. Issue resolved.

Power cycle the projector. Is the issue resolved?

Yes

Issue resolved.

Factory reset can be performed through service menu. Service menu can be accessed using navigation keys in following order:

Down, up, up, left, up.

Reset the projector to its factory state. Is the issue resolved?

Yes Issue resolved.

6. Remote control

LR60wi Troubleshooting Diagram

Contact Support

Remote control

Make sure the plastic housed inside the remote has been removed.

Is the issue resolved?

Confirm the remote has direct line of sight to the projector IR sensor.

Is the issue resolved?

Yes

Issue resolved.

Replace the battery remote. Is the issue resolved?

Yes

Issue resolved.

Any black SMART projector remote can be used.

7. Finger touch or pen interaction

LR60wi Troubleshooting Diagram

Inaccurate interactive pen and/or finger touch

Contact Support

Finger touch or pen interaction

Issue resolved.

Yes

Download and install latest software and drivers. Is the issue resolved?

Are SMART product drivers

11.1 (ESI 2013) or higher installed?

Yes

Does the serial number start with

Q010 or Q011?

Yes

Upgrade the touch firmware version to 1.1.2.0.

You can locate this information on the projector on screen display by using the remote and pressing menu. It is located on the right-most column.

What is the issue?

Is the issue resolved?

Yes Issue resolved.

No interactive pen touch

No finger touch

Interactive pen and/or finger touch occurs only certain areas of the surface

Interaction occurs on the wrong screen

7.1 No interactive pen touch

LR60wi Troubleshooting Diagram

Solid green or flashing green - pen

Contact Support

No interactive pen touch

What is the pen status light when in use?

Flashing green occurs instead of solid green if the serial number starts with

Q010 or Q011.

7.1.1 Solid green or flashing green - pen

LR60wi Troubleshooting Diagram

Contact Support

Flashing green occurs instead of solid green if the serial number starts with

Q010 or Q011.

Solid green or flashing green - pen

Pen is charged and ready to use.

If something is blocking the projected image and creating a shadow on the surface, the interactive pen may not work in the shadowed area.

Listed under the operational settings menu, fourth column from the left.

You must use the remote to access this menu.

Also known as finger touch.

Located on the bottom center of the SMART settings.

Bypass all extenders and accessories.

Confirm the USB cable is securely connected from the computer to the projector touch port. Is the issue resolved?

Yes

Confirm that a shadow is not obstructing the area you are trying to write on. Is the issue resolved?

Yes

Confirm that there aren’t any obstructions within 2.5" of the projected image such as cabling, nails, sticky notes, etc. Is the issue resolved?

Issue resolved.

Yes

Ensure the current video input correspond to the touch settings in the OSD menu. Is the issue resolved?

Yes

Try using a known working pen. Is the issue resolved?

Issue resolved.

Yes

Are you able to interact with the projector using your finger?

Open the SMART

Settings and check the status.

Yes

Your SMART Board interactive whiteboard is working properly

No SMART Boards are connected. Press

Connection Wizard.

Launch the connection wizard and follow the onscreen instructions.

Is the issue resolved?

Yes

Connect the projector

(touch port) directly to the computer using a

USB cable no longer that 16ft. Is the issue resolved?

Disconnect or reconnect the USB cable between the computer and projector (touch port).

Is the issue resolved?

Try another known working USB cable or confirm existing USB cable is working. Is the issue resolved?

Yes

Try another computer.

Ideally one that works on another LR60wi.

Is the issue resolved?

Yes

(D)

Try another computer.

Ideally one that works on another LR60wi. Is the issue resolved?

Yes

For further assistance, contact

SMART Technical

Support.

(C)

Issue resolved.

If another computer resolved the issue, contact your system administrator as there may be something conflicting or corrupt on your machine.

Issue resolved.

Yes

Issue resolved.

7.1.2 Solid amber - pen

LR60wi Troubleshooting Diagram

Contact Support

Solid amber - pen

Pen requires charging

Let pen charge fully

Power cycle the pen by turning the pen off and back on. Is the issue resolved?

Is the pen still solid amber when in use?

Yes

Yes

Issue resolved.

Select the new pen state (status light) on the previous page.

Yes

Issue resolved.

Back

7.1.3 Flashing amber - pen

LR60wi Troubleshooting Diagram

Contact Support

Flashing amber - pen

Pen is charging

Let pen charge fully

Power cycle the pen by turning the pen off and back on. Is the issue resolved?

Yes

Is the pen still flashing amber when in use?

Yes

Issue resolved.

Select the new pen state (status light) on the previous page.

Yes

Issue resolved.

7.1.4 No light - pen

No light - pen

LR60wi Troubleshooting Diagram

Contact Support

Pen is fully discharged, in sleep mode, or is not turned on.

The LightRaise™ interactive projectors User’s guide contains additional information on the pen. See p.27 for more details.

Pick up the pen and try to use it to wake it up from sleep mode. Is the issue resolved?

Power cycle the pen by switching the pen off and back on. Is the issue resolved?

Yes

Charge the pen for 2 hours, is the issue resolved?

Yes

Does the pen still have no light?

Yes

Yes

Issue resolved.

Select the new pen state (status light) on the previous page.

Yes

Issue resolved.

7.1.5 Solid red - pen

Solid red - pen

LR60wi Troubleshooting Diagram

Contact Support

A pen error was detected on startup and the pen isn’t operational.

Power cycle the pen by turning the pen off and back on. Is the issue resolved?

Yes Issue resolved.

Select the new pen state (status light) on the previous page.

Is the pen still flashing amber when in use?

Yes

Yes

Issue resolved.

7.2 No finger touch

LR60wi Troubleshooting Diagram

Disconnect and reconnect the cable between the TDM and projector to ensure it is securely connected.

Contact Support

No finger touch

Power cycle the unit by unplugging the power and plugging it back in. Is the issue resolved?

Perform a factory reset. Is the issue resolved?

Yes

Issue resolved.

Connect a direct USB cable no longer than

16ft. Is the issue resolved?

Yes

Issue resolved.

Launch the connection wizard. Is the connection wizard able to see the

LR60wi?

Are you connecting a direct USB cable no longer that 16ft from the projector (touch port) to the computer?

Yes

Disconnect or reconnect the USB cable between the computer and projector (touch port).

Is the issue resolved?

Try another known working USB cable or confirm existing USB cable is working. Is the issue resolved?

Yes

Issue resolved.

Yes

Is the connection wizard able to see the

LR60wi now?

Yes

Try another computer.

Ideally one that works on another LR60wi.

Is the issue resolved?

Yes

Issue resolved. Contact your system administrator as there may be something conflicting or corrupt on your machine.

7.2.1 Disconnect and reconnect the cable between the TDM and projector to ensure it is securely connected.

LR60wi Troubleshooting Diagram

Troubleshoot the installation.

Contact Support

Disconnect and reconnect the cable between the TDM and projector to ensure it is securely connected.

Is the issue resolved?

Yes

Is the touch setting the OSD menu match the input being used?

Yes

Change the setting to match the input video source. Is the issue resolved?

Start the alignment process by running the connection wizard.

Yes Issue resolved.

Select the LR60wi and then choose

“product is being set up for the first time”.

Press “initial setup” and follow the on screen instructions.

Refer to the LR60wi textless installation guide

(p.29) for visuals of the instructions.

4 Stars

– The surface is within preferred limits. Finger touch detection is optimal.

3 Stars

– The surface has minor imperfections that may affect finger touch accuracy.

2 Stars

– The surface has significant imperfections that will affect finger touch accuracy.

1 Star

– The surface has major imperfections. Finger touch is disabled; interaction is with pen only.

Are you able to complete the initial setup with a 3 star rating or higher?

Yes

Do you have finger touch capability now?

Yes Issue resolved.

For further assistance, contact SMART

Technical

Support.

LR60wi Troubleshooting Diagram

7.3 Inaccurate interactive pen or finger touch

Troubleshoot the installation.

Contact Support

Inaccurate interactive pen or finger touch

Yes

Issue resolved.

Yes

Factory reset can be performed through service menu. Service menu can be accessed using navigation keys on the remote control in following order:

Down, up, up, left, up.

Set the computer resolution to

1280x800. Is the issue resolved?

Power cycle the unit and perform a factory reset in the service menu (DUULU). Is the issue resolved?

Does the computer resolution match the resolution the projector shown in the

OSD menu?

Yes No

Shorten the length of the video cable or confirm that it works on another setup. Is the issue resolved?

Run the connection wizard, select the

LR60wi, and choose the appropriate issue.

Yes Issue resolved.

The User’s Guide contains additional information on the OSD. See p.97 for further details.

You should be selecting,

" ink doesn’t align with the pen or finger contact point.

” or “Finger touch doesn’t align with the contact point.

”

For further assistance, contact SMART

Technical

Support.

Follow the on-screen instructions to perform the 36-point pen orientation which is followed by the 9

– point finger orientation. Is the issue resolved?

Yes Issue resolved.

LR60wi Troubleshooting Diagram

7.4 Interactive pen and/or finger touch occurs only certain areas of the surface

Troubleshooting the installation

Contact Support

Interactive pen and/ or finger touch occurs only certain areas of the surface.

7.5 Interaction occurs on the wrong screen

LR60wi Troubleshooting Diagram

Contact Support

Interaction occurs on the wrong screen.

Ensure the LR60wi is set as the primary display. Is the issue resolved?

Yes

Is this a Mac computer?

Issue resolved.

Yes

Using a mouse or trackpad, move the cursor to the primary display. Is the issue resolved?

Yes

Perform an orientation but make sure the orientation is displayed on the projector. Press spacebar to move the orientation screen between the displays.

Issue resolved.

Is the issue resolved?

Yes Issue resolved.

Bypass any type of extenders or accessories such as a document camera. Is the issue resolved?

For further assistance, contact SMART

Technical

Support.

Yes

There is a problem with your configuration.

8 Installation

Installation

LR60wi Troubleshooting Diagram

Contact Support

Visit the LightRaise 60wi and 60wi2 interactive projector page for various documentation resources.

Is the projector image being projected directly on the wall or on some kind of dryerase board?

Directly on the wall

Type of dry-erase board.

Check if there are any bezels. Bezel thickness cannot exceed specifications. See page 3.

Confirm the selected surface (projected area) is relatively flat, plumb, parallel, and within tolerances with the wall.

If the image is not being projected directly on a flat wall then we must confirm that the surface they are using

(i.e., dry-erase board) is level and plumb with the wall.

Tolerance is <10 mm. See page 3.

Is there a bezel on the selected surface?

Are you able to complete the initial setup with 3-star rating or higher now?

Yes

Is the less than 3 mm?

Bezel must be removed or a new surface or location must be used. Is the issue resolved?

Yes

Remove any obstructions near or on the projected image, i.e., screws, nap rails, cabling etc.

Yes

Issue resolved.

Is the issue resolved?

Yes Issue resolved.

Measure the flatness of the selected surface (projected image). Not in comparison with the wall like earlier.

Is the image is not being projected directly on a flat wall then you must confirm that the surface (i.e., dry-erase board) is fairly level. Tolerance is

<5mm.

Location or surface being used must be changed to be within tolerance.

Is the surface within the 5mm tolerance?

The LR60wi is not designed to be compatible with other IR devices and must not be used simultaneously.

Yes

Remove or turn off any of these IR devices. Is the issue resolved?

Yes

Are there any objects near the projected image that can potentially reflect the

IR from the TDM i.e., chalk tray.

Are there any IR devices being used in the vicinity of the projector (i.e. CAS speakers)?

Confirm you are using the correct number of shims and/or spacer(s) as well as the value of D1. D2 and D3. See p.13.

Yes

Remove or cover the object with black tape or black material that will “absorb” the IR to prevent it from reflecting.

Is the issue resolved?

Yes

Are you using correct number of shims and/ or spacers?

Issue resolved.

Yes

Adjust the setup accordingly to use the correct number of shims and/or spacer(s). Is the issue resolved?

Issue resolved.

Yes

For further assistance, contact SMART

Technical

Support.

SECTION PAGE REV.

REVISED BY

REVISION HISTORY

DATE

LR60wi Troubleshooting Tree

DESCRIPTION OF CHANGE

1.1

LR60wi Troubleshooting Diagram

Page 1.4 RMA the projector is all troubleshooting steps has been completed and last step leads to contact support.

Contact Support

1.4

Video source is not recognized

1.5

Noisy Image

Page 1.5 RMA the projector if all troubleshooting steps has been completed and last step leads to contact support.

1.6

Stuck pixel

Page 1.6 RMA the projector if all troubleshooting steps has been completed and last step leads to contact support.

1.7

No Image

Page 1.7 If replacing the power cable resolved the issue, RMA power cable.

Page 1.7 RMA the projector if all troubleshooting has been completed and last step leads to contact Support.

Page 3.1 If bypassing XCP resolves issue, RMA XCP.

3.1

No Sound

Page 3.1 RMA projector if all troubleshooting steps has been completed and last step leads to contact Support.

Issue is with audio input.

Page 3.1.1 RMA projector if all troubleshooting steps has been completed and last step leads to contact support.

3.1.1

Confirm the 3.5mm stereo mini cable from the projector audio out jack to the speakers are securely connected.

LR60wi Troubleshooting Diagram

Page 3.2 RMA the XCP if all troubleshooting has been completed and last step leads to contact support.

Contact Support

3.2

Noisy Audio

Page 3.2 RMA the projector if all troubleshooting has been completed and last step leads to contact support.

Page 3.2.1 RMA the projector if all troubleshooting steps has been completed and last step leads to contact support.

3.2.1

Check 3.5 stereo mini cable

4.1

Projector is in standby mode

Page 4.1 RMA the XCP if all troubleshooting has been completed and last step leads to contact support.

Page 4.1 RMA the power cable if swapping it resolved the issue and all troubleshooting steps has been completed.

Page 4.1 RMA the projector if all troubleshooting steps has been completed and the last step leads to contact support.

(C)

LR60wi Troubleshooting Diagram

Issue resolved, contact speaker manufacturer. If they are SMART speakers, please contact support.

Contact Support

4.2

Page 4.2 RMA the projector if all troubleshooting steps has been completed and last step leads to contact support.

Unit cooling down

Page 4.3 RMA the projector if all troubleshooting steps has been completed and last step leads to contact support.

4.5

The projector is preparing to turn on

Page 4.5 RMA the projector if all troubleshooting steps has been completed and last step leads to contact support.

4.6

The unit does not have sufficient power or is not plugged in

Page 4.6 RMA the power cable is replacing it resolved the issue and all troubleshooting steps were performed.

Page 4.6 RMA the projector if all troubleshooting has been completed and last step leads to contact support.

Page 4.7.1 RMA the projector if all troubleshooting steps has been completed and last step leads to contact support.

4.7.1

Colour wheel failure

4.7.2

Fan failure

Page 4.7.2 RMA the projector if all troubleshooting steps has been completed and the last step leads to contact support.

4.8

Issue resolved, contact speaker manufacturer. If they are SMART speakers, please contact support.

Temperature limit exceeded

Page 4.8 RMA the projector if all troubleshooting steps has been completed and last step leads to contact support.

LR60wi Troubleshooting Diagram

Page 5 RMA the projector if all troubleshooting steps has been completed and last step leads to contact support.

Contact Support

Serial interface

Page 6 RMA the remote if all troubleshooting steps has been completed and last step leads to contact support.

Remote control

7.1.1

- pen

Page 7.1.1 RMA the pen if replacing it resolved the issue and all troubleshooting steps were performed.

Page 4.6 7.1.1 RMA the pen if replacing it resolved the issue and all troubleshooting steps were performed.

Page 4.6 7.1.1 If you are able unable to connect to the projector and you’ve performed all the steps,

RMA the projector.

LR60wi Troubleshooting Diagram