SMART board Touch Works, but Pens don't

On a smart board that I was trying to diagnose, the touch works and the cursor can be moved, etc. However, when any of the pens are picked up, the light for that pen does turn on, but the drawing overlay does not appear. This is also the case when the pen is selected from the SMART tools directly through the computer. Does that mean this is a firmware/software issue?

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