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April 2nd, 2024 11:37
Problem with laptop and smartboard
I'm seeking advice on an issue with a new Smart interactive flat panel (model 4065) connected to a Dell Latitude 5570 laptop. The device is recognized by Windows as a touchscreen after connecting the USB cable and completes the installation, but it fails to integrate with the Smart software; it doesn't appear in the Smart settings and indicates that "No Smart boards are connected."
Despite extensive troubleshooting with Smart tech support, including installing the latest software, updates, chipset drivers, and BIOS updates, the issue persists. The panel functions correctly with an older Dell laptop but not with any of the new Latitude 5570 laptops I've tried, all of which run Windows 10 x64 (10.0.14393) with the same Smart software version from 2016. Even after a fresh Windows 10 installation with only the Smart software added, the problem remains the same: it operates as a touchscreen but won't work with the Smart software.
After recontacting Smart support and attempting to manually force the correct driver installation through the device manager, which was unsuccessful, the level 2 support concluded the issue lies outside their scope since the device works with an older laptop. This is quite frustrating, especially considering the cost of the equipment and its incompatibility with new laptops. I am contemplating returning the product. Any advice or solutions would be greatly appreciated, as I'm currently at a standstill with this situation.
petermuss
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April 2nd, 2024 12:12
Hello,
use another USB port in this case. Best is to use the old USB 2.0 port at the 5570 to connect.
HTH
Peter
ejn63
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April 2nd, 2024 13:55
The Latitude 5570 dates from 2017, so it's not new -- neither is that panel, which is even older (2015). SMART products have lifecycles, just as notebooks do -- and in this case, both are long end of life.
If you have older systems that do work with the panel, keep them -- but as far as anything new working with a SMART product that old, you'll have no more luck than you have with your old Latitude 5570.