Troubleshooting the appliance (AMG1)
This page explains how to resolve a variety of common problems with the appliance.
Note
The troubleshooting information on this page is organized into three types of checklists:
What to keep in mind
Information you should be aware of when troubleshooting an issue
What to check
Items you should verify when troubleshooting an issue
What to try
Actions you should perform to either resolve an issue or identify an issue’s underlying cause
The appliance doesn’t turn on or isn’t recognized as an available input source.
What to check
The display supports this model of appliance.
The appliance is installed correctly and secured by the two retaining screws.
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A message appears: “This OPS appliance is only for use with authorized SMART board displays”.
What to check
The display supports this model of appliance.
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Touch isn’t working as expected.
What to try
Restart the display.
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There is an issue with screen orientation.
What to keep in mind
You might experiences issues with screen orientation if you use apps on the appliance that were designed for mobile devices, such as mobile phones or tablets.
What to try
Restart the display.
Enable Auto-rotate in settings:
Swipe down from the top of the screen.
Tap Auto-rotate.
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The image on a connected display doesn’t appear as expected.
What to try
Use the Display center tool to configure the appearance of the appliance’s desktop when you connect to an external display.
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The appliance doesn’t have a network connection.
What to keep in mind
The display’s network connection is shared internally with the appliance. You can also connect the appliance to a network independently of the display using the appliance’s Wi-Fi or Ethernet connections.
Note
A network connection shared with the display can be slower than a direct connection to the appliance.
What to check
The display has a network connection.
If you’re connecting the appliance to a network independently using the appliance’s Wi-Fi or Ethernet connections, make sure the network is correctly configured in the appliance’s settings.
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There’s no sound or there’s a problem with sound.
There’s no sound.
What to keep in mind
Connecting the appliance to an external audio system disables the display’s internal speakers.
What to check
If the appliance is connected to an external audio system, the external audio system is turned on and not muted.
What to try
If the appliance is connected to an external audio system, adjust the audio system’s volume.
Adjust the appliance’s audio settings.
SeeSource settings
If you’re using an external audio system, set the volume of the computer, any running applications, and the display to 80%, and then adjust the external audio system’s volume.
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There is sound, but the volume is low.
What to check
If the appliance is connected to an external audio system, the external audio system is turned on and not muted.
What to try
If the appliance is connected to an external audio system, adjust the audio system’s volume.
Adjust the appliance’s audio settings.
SeeSource settings
If you’re using an external audio system, set the volume of the computer, any running applications, and the display to 80%, and then adjust the external audio system’s volume.
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The sound is distorted or muffled.
What to check
If the appliance is connected to an external audio system, the external audio system is turned on and not muted.
What to try
If the appliance is connected to an external audio system, adjust the audio system’s volume.
Adjust the appliance’s audio settings.
SeeSource settings
If you’re using an external audio system, set the volume of the computer, any running applications, and the display to 80%, and then adjust the external audio system’s volume.
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There is a whine or buzzing sound coming from the back of a display.
What to keep in mind
These sounds are normal. All displays emit some electrical noise. Such sounds might be more noticeable with some displays than with others. However, if you hear noise from the front of the display, you should investigate further.
What to check
If you’re using the stereo 3.5 mm IN or OUT connectors, ensure that analog audio cables are not routed behind mains voltage power lines, electric motors, or other sources of electromagnetic interference.
What to try
Connect all devices to the same power outlet or power bar.
If you’re using the stereo 3.5 mm IN or OUT connectors, replace the existing analog audio cables with better quality cables.
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