Troubleshooting Screen Share connectivity

You are trying to troubleshoot connecting the devices using AirPlay and Chromecast. The display’s name does not appear in the list of available displays, or it does appear but you can’t connect to the display.

Display refers to your SMART Board interactive display or SMART Board display.

Device refers to your iOS device, Android device, or Windows computer that is sharing its screen.

Can the display’s Browser app connect to the internet?

I’ve connected the display to a network with internet access.

To connect to an Wi-Fi network

1. If an Ethernet cable is connected to the display, disconnect it.

2. On the display’s remote, press the Input button to open the launcher.

3. Select Settings and press OK.

4. Select Wi-Fi and press OK.

   Note 

   Ensure Wi-Fi is turned On.

5. Select a wireless network.

   If the Wi-Fi network is not password protected, the display connects to the network.

6. If the network requires a password, enter the Wi-Fi password, select Connect and press OK.

   OR

   If the network requires a user name and password, enter the user name and Wi-Fi password and select Connect and press OK.

   Tip 

   Use the crosshairs to move the on-screen keyboard.

To connect to an Ethernet network

1. Connect an Ethernet cable to the RJ45 jack on the display.

   Note 

   The network must provide network settings via DHCP. If you require a static IP, use DHCP reservation on your router.

Is the Screen Share app open on the display?

Have you opened the Screen Share app on the display?

To open the Screen Share app

1. On the display’s remote, press the Input button to open the launcher.

2. Select Screen Share.

3. Press OK.

Are AirPlay and Google Cast enabled and Miracast Connection Handling disabled in Settings?

Have you enabled AirPlay and Google Cast and disabled Miracast Connection Handling in Settings?

For more information about Settings, see

• SMART Board 7000 and 7000 Pro

• SMART Board 6000 and 6000 Pro

• SMART Board MX

Does the performance improve after turning Airplane mode on and then off on your mobile device?

OR

Does the performance improve after turning Wi-Fi off and then on for your computer?

Consult your device’s documentation about Airplane mode.

There may be too many devices connected to the network. Enable load balancing, if it hasn’t been done already.

Additionally, consult your network equipment manufacturer about how to geographically reduce the amount of visible devices. For example, Cisco refers to this as Location Specific Services (LSS).

Turning Airplane mode on and off can help resolve screen sharing issues. If stability issues with Screen Share occur again, use this troubleshooting wizard.

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Does the performance improve after restarting Screen Share?

To restart Screen Share

1. On the display’s remote, press the Input button to open the launcher.

2. Select Screen Share and press OK.

3. Select Reset Screen Share and press OK.

If the issue occurs again:

• Consider load balancing the access points.

• Set up the network equipment to automatically move the display’s connection (or the device’s connection) to another access point.

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Is the screen’s resolution you are sharing higher than 1920 × 1080?

The resolution of the shared device’s screen might exceed [or “be larger than”] 1920 × 1080 and might cause Screen Share to be unstable. Refer to the manufacturer’s instructions for your device to learn how to change the resolution.

Does the issue occur with different devices?

There may be an issue with the device’s wireless capabilities, the device’s drivers need to be updated, or another workaround. Work with your equipment manufacturer to find a resolution

Is mDNS broadcasting enabled? See How to use third party tools to determine if mDNS is enabled on SMART Board interactive displays.

Consult the vendor of your gateway service to learn how to set up an mDNS gateway service with their software.

For more information, see Bridging mDNS connections in Resolving Screen Share issues for SMART Board interactive displays with iQ.

Are the correct TCP/UDP ports open?

For more information, see Configuring your organization’s network.

Open the network ports. See Configuring your organization’s network.

You can connect your devices to the display, but the device is having performance issues. How many SMART Board displays are affected?

Contact SMART Technical Support. You’ll need the display’s serial number.

For more information about the display’s serial number, see SMART Board 2000 and 2000 Pro.

Does the issue improve when you change the network frequency (from 2.4 Ghz to 5 Ghz or vice versa) and/or channel?

There might have been too many devices connected to the network causing congestion on the network, or other bandwidth-related problems.

If you only changed the network frequency, consider changing the channel.

You may want to consider limiting the number of devices on the same subnet. Contact your device manufacturer for more information.

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Does the issue improve when you connect the display and device to the same mobile hotspot?

To connect the display and device to the same mobile hotspot

1. Enable a mobile hotspot on a mobile device. See How to set up a Personal Hotspot on your iPhone or iPad or Share a mobile connection by tethering or hotspot on Android.

2. Connect the display and the device you’re sharing content from to the hotspot.

3. Share the device’s screen to the display.

SMART believes the issue may reside in your network. Your network manufacturer may have documentation about screen sharing deployment. Contact your network equipment manufacturer.

1. Run a network diagnostic application. See How to run a network diagnostic application to aide SMART support agents when troubleshooting issues with Screen Sharing on your SMART display.

2. Contact SMART Technical Support. You’ll need the display’s serial number.

   For more information about the display’s serial number, see SMART Board 2000 and 2000 Pro.