Troubleshooting software

Issue

Solutions

There is an issue with the image.

  • See Resolving issues with video for more information.

  • Make sure the video cable is securely fastened to both your computer and the display.

  • Replace the video cable with a better quality video cable.

  • If you’re using two connected video cables, use one longer cable or move the computer so it’s within a single cable length of the display.

  • If you’re using a display adapter with your video cable, try a different display adapter.

  • The computer’s video resolution settings and refresh rates aren’t supported by the display. The display supports the following resolutions and refresh rates:

    • 1920 × 1080 at 60 Hz

    • 1600 × 900 at 60 Hz

    • 1280 × 720 at 60 Hz

There is an issue with audio.

  • Turn off the mute setting on your computer.

  • Turn up the volume on your computer.

  • Turn up the volume on the display.

If your mobile device or computer is on the same subnet of the network as the display, you can use the Screen Share app to share audio and video content from your mobile device or computer to the display.

Tip 

In some instances, restarting the Screen Share app and its discovery services resolves issues with the app.

  1. On the remote, press the up button and select Screen Share.

For Android mobile devices

Issue

Solutions

The display’s name doesn’t appear in the list of available devices.

  • Make sure your mobile device is on the same network as the display.

  • Not all Android devices can initiate Screen Share from the notification drawer. Download the Screen Share app from Google Play to use Screen Share.

  • If your display is using a wired network connection, try connecting it to a wireless network.

    Note 

    Wired and wireless networks don’t often share the same network subnet. Connecting the display to a wireless network might help the connection between the display and a mobile device or computer that’s connected wirelessly.

    •  

  • Make sure the display and mobile device are set to the correct date and time.

    See Adjusting SMART Board 2000 or 2000 Pro settings and your mobile device’s documentation.

  • On your mobile device, turn Airplane mode on and then off again.

  • Restart your Android mobile device.

    Note 

    Restarting your Android device can clear network address information that your device had cached. Restarting the device can also reinitialize audio and video encoders that might have stopped working properly.

  • On the remote, press the up button and select Screen Share.

  • Restart the display.

  • If you’ve restarted your display and still don’t see the display’s name in the list of devices, wait several minutes and then try to connect to the display again.

  • Ensure you have the latest operating software on your Android device. Make sure no system updates are pending for your Android device. See the device’s documentation for more information.

The display’s name appears in the list of available devices but you’re unable to connect to it.

  • Open the Screen Share app.

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

    2. Select Screen Share and press OK.

The video is choppy or the audio isn’t in sync with the video.

  • If your network is slow or congested, Screen Share is affected. Contact your administrator.

  • Your mobile device could be connected to a different access point than your display, which can increase latency. Turn Airplane mode on and then off on your mobile device to try to connect to a closer access point.

  • Sharing videos or playing video games with frequent screen updates requires more network bandwidth. Try reducing the video quality to improve performance.

    See Evaluating the impact of Screen Share on your network data usage.

  • Your mobile device may not be optimized for sharing its screen and is limited to lower quality performance. Try connecting with a different mobile device.

  • Ensure you have the latest operating software on your Android device. Make sure no system updates are pending for your Android device. See the device’s documentation for more information.

The video has no audio.

  • Make sure the volume on your Android device is turned up and the display is not muted.

  • Turn up the volume on the display.

  • Make sure the Ring/Silent switch isn’t set to silent.

  • Make sure you have the latest operating software on your Android mobile device.

  • Restart your mobile device.

The issues persist even after you’ve restarted your Android mobile device and ensured it is on the same network as the display.

  • Contact your system administrator. The network may need to be configured to allow Screen Share and other iQ features.

    See Connecting to a network.

For Apple devices

Issue

Solutions

The display’s name doesn’t appear in the list of available devices.

  • Make sure your mobile device or computer is on the same network as the display.

  • If your display is using a wired network connection, try connecting it to a wireless network.

    Note 

    Wired and wireless networks don’t often share the same network subnet. Connecting the display to a wireless network might help the connection between the display and a mobile device or computer that’s connected wirelessly.

    •  

  • Make sure the display and mobile device are set to the correct date and time.

    See Adjusting SMART Board 2000 or 2000 Pro settings and your mobile device’s documentation.

  • On your mobile device, turn Airplane mode on and then off on your mobile device.

  • Restart your mobile device.

    Note 

    Restarting your mobile device can clear network address information that your mobile device had cached. Restarting the mobile device can also reinitialize audio and video encoders that might have stopped working properly.

  • On the remote, press the up button and select Screen Share.

  • On your computer, turn Wi-Fi off and then back on, or disconnect and then reconnect the Ethernet cable.

  • Restart your computer.

    Note 

    Restarting your computer can clear network address information that your computer had cached. Restarting the computer can also reinitialize audio and video encoders that might have stopped working properly.

  • Restart your display.

  • If you’ve restarted your display and still don’t see the display’s name in the list of devices, wait several minutes and then try to connect to the display again.

  • Make sure your computer or device has the latest operating system software.

The display’s name appears in the list of available devices but you’re unable to connect to it.

  • Open the Screen Share app.

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

    2. Select Screen Share and press OK.

The video is choppy or the audio isn’t in sync with the video.

  • If your network is slow or congested, Screen Share is affected. Contact your administrator.

  • The display and the mobile device or computer could be connected to different wireless access points, which can increase latency. On the mobile device, turn Airplane mode on and back off to try to connect to a closer access point. On the computer, disconnect and then reconnect the Ethernet cable or turn Wi-Fi off and then back on to try to connect to a closer access point.

  • Reduce your computer’s display resolution to 1920 × 1080 or lower.

  • Sharing videos or playing video games with frequent screen updates requires more network bandwidth. Try reducing the video quality to improve performance.

    See Evaluating the impact of Screen Share on your network data usage.

  • Make sure your computer or device has the latest operating system software.

The video has no audio.

  • Make sure the volume on your iOS device is turned up and the display is not muted.

  • Make sure the Ring/Silent switch isn’t set to silent on your mobile device.

  • Turn up the volume on the display.

The issues persist even after you’ve restarted your Mac computer or iOS mobile device and ensured they are on the same network as the display.

  • Contact your system administrator. The network may need to be configured to allow Screen Share and other iQ features.

    See Connecting to a network.

For Chrome browsers and Chromebook devices

Issue

Solutions

The display’s name doesn’t appear in the list of available devices.

  • Make sure your computer is on the same network as the display.

  • If your display is using a wired network connection, try connecting it to a wireless network.

    Note 

    Wired and wireless networks don’t often share the same network subnet. Connecting the display to a wireless network might help the connection between the display and a mobile device or computer that’s connected wirelessly.

    •  

  • Make sure the display and mobile device are set to the correct date and time.

    See Adjusting SMART Board 2000 or 2000 Pro settings and your mobile device’s documentation.

  • On your computer, turn Wi-Fi off and then back on, or disconnect and then reconnect the Ethernet cable.

  • Restart your computer.

    Note 

    Restarting your computer can clear network address information that your computer had cached. Restarting the computer can also reinitialize audio and video encoders that might have stopped working properly.

  • For more information about the Google Cast browser extension, see Casting a tab or entire desktop.

  • Restart your display.

  • If you’ve restarted your display and still don’t see the display’s name in the list of devices, wait several minutes and try to connect to the display again.

The display’s name appears in the list of available devices but you’re unable to connect to it.

  • Open the Screen Share app.

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

    2. Select Screen Share and press OK.

The video is choppy or the audio isn’t in sync with the video.

  • If your network is slow or congested, Screen Share is affected. Contact your administrator.

  • Not all devices are designed for video encoding for Screen Sharing, so video streaming might not behave as expected.

  • Sharing videos or playing video games with frequent screen updates requires more network bandwidth. Try reducing the video quality to improve performance.

    See Evaluating the impact of Screen Share on your network data usage.

  • Screen Share has not been optimized for performance with Chromebooks. For best results, limit usage to static content.

  • The display and the computer might be connected to different wireless access points, which can increase latency. On the computer, disconnect and then reconnect the Ethernet cable or turn Wi‑Fi off and then back on to try to connect to a closer access point.

Parts of the image do not display correctly when sharing streaming video to the display.

The issues persist even after you’ve restarted your computer or mobile device and ensured they are on the same network as the display.

  • Contact your system administrator. The network may need to be configured to allow Screen Share and other iQ features.

    See Connecting to a network.

For Windows computers

Issue

Solutions

The display’s name doesn’t appear in the list of available devices.

  • Make sure your computer is on the same network as the display.

  • If your display is using a wired network connection, try connecting it to a wireless network.

    Note 

    Wired and wireless networks don’t often share the same network subnet. Connecting the display to a wireless network might help the connection between the display and a mobile device or computer that’s connected wirelessly.

    •  

  • Make sure the display and mobile device are set to the correct date and time.

    See Adjusting SMART Board 2000 or 2000 Pro settings and your mobile device’s documentation.

  • On your computer, turn Wi-Fi off and then back on, or disconnect and then reconnect the Ethernet cable.

  • Restart your computer.

    Note 

    Restarting your computer can clear network address information that your computer had cached. Restarting the computer can also reinitialize audio and video encoders that might have stopped working properly.

  • Restart your display.

  • If you’ve restarted your display and still don’t see the display’s name in the list of devices, wait several minutes and try to connect to the display again.

  • Make sure the operating system on your computer is up to date.

  • If you’ve restarted your display and still don’t see the display’s name in the list of devices, wait several minutes and then try to connect to the display again.

  • A Mac computer, Apple mobile device or Android mobile device is sharing content with the display. Disconnect the computer or mobile device.

    See Stop sharing or To stop sharing the screen to the display when using Miracast for more information.

The display’s name appears in the list of available devices but you’re unable to connect to it.

  • Open the Screen Share app.

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

    2. Select Screen Share and press OK.

The video is choppy or the audio isn’t in sync with the video.

  • If your network is slow or congested, Screen Share is affected. Contact your administrator.

  • The Wi-Fi signal could be weak. Contact your administrator.

  • Your device could be connected to a different access point than your display, which can increase latency. Turn Airplane mode on and then off on your computer to try to connecting to a closer access point.

  • Sharing videos or playing video games with frequent screen updates requires more network bandwidth. Try reducing the video quality to improve performance.

    See Evaluating the impact of Screen Share on your network data usage.

  • Reduce your computer’s resolution to 1920 × 1080 or lower.

  • Make sure the operating system on your computer is up to date.

  • If you’re using AirParrot, make sure AirParrot is up to date.

  • If you’re using Chrome make sure the browser is version 52 or later and is up to date.

  • If you’ve restarted your display and still don’t see the display’s name in the list of devices, wait several minutes and then try to connect to the display again.

  • If you’re using Miracast, move the computer closer to the display or to the side of the display where the iQ appliance is installed.

When using Miracast, you can’t add or connect to the display.

  • If you can’t add the display, wait for it to become ready and then try again. If that doesn’t work, try restarting your computer and display.

  • If your Windows 8.1 computer won’t connect to the display, try removing and then adding it again.

    1. On your computer, swipe in from the right edge of the screen, and then tap Settings > Change PC settings.

      OR

      With a mouse, point to the lower-right corner of the screen, move the pointer up and click Settings > Change PC settings.

    2. Click PC and Devices > Devices.

    3. Select the display, and then click Remove Device.

    4. On your computer, swipe in from the right edge of the screen, and then tap Devices.

      OR

      With a mouse, point to the lower-right corner of the screen, move the pointer up and click Devices.

    5. Click Project > Add a wireless display.

    6. Select the display in the list of devices found, and follow the on-screen instructions.

  • Miracast works only when Wi-Fi is enabled on the display, even if the display uses an Ethernet connection to the network. However, the display doesn’t need to be connected to a wireless network.

  • If you’re using Miracast, move the computer closer to the display or to the side of the display where the iQ appliance is installed.

When using Miracast, the text on your screen is fuzzy or images stutter.

Note 

Projecting video or games to the display might not work well.

  • Decrease the screen resolution on your Windows 8.1 computer.

    1. On your computer, swipe in from the right edge of the screen, and then tap Search.

      OR

      With a mouse, point to the lower-right corner of the screen, move the pointer up and click Search.

    2. Enter Screen resolution in the search box and select Display settings.

    3. Use the Resolution slider to choose a smaller screen resolution.

  • If you’re using Miracast, move the computer closer to the display or to the side of the display where the iQ appliance is installed.

When using Miracast, audio plays on the computer rather than display.

  • Disconnect the display and then reconnect to it.

  • Check that the display is selected as the default audio device.

    1. On your computer, swipe in from the right edge of the screen, and then tap Search.

      OR

      With a mouse, point to the lower-right corner of the screen, move the pointer up and click Search.

    2. Enter Sound in the search box and click Sound.

    3. Click Playback, and make sure the display is selected as the default device.

The issues persist even after you’ve restarted your computer and ensured it is on the same network as the display.

  • Contact your system administrator. The network may need to be configured to allow Screen Share and other iQ features.

    See Connecting to a network.

Issue

Solutions

Mobile devices and computers can’t find the display.

  • Organizations often block a number of network ports.

    Ask the administrator to allow

    • TCP ports 7000, 8008, 8009, 47000, 7100, 49228, 50259

    • UDP ports 62572 and 54780

    • If using Google Cast, UDP port 1900

    • If using Windows computer or a Mac computer, UDP port 5353.

    See Connecting to a network.

  • The display’s casting ID may not have propagated yet through the network or may be cached on the network when it’s not actually available.

    Wait several minutes and attempt to connect again.

Screen Share is not working for Windows computers.

Screen Share is not working for Mac computers.

  • There might be an issue with the Mac firewall. See OS X: About the application firewall.

  • Your antivirus product might be blocking access. See the antivirus product’s help for more information.

  • The network must be configured to run Bonjour and mDNS, and Multicast must be enabled.

  • Ensure your device and display are on the same VLAN or subnet.

AirPlay is not displaying on an iOS mobile device.

Screen Share is not working on Android devices.

Screen Share app closes unexpectedly or the video stops playing on the display.

  • If your display is connected to a 2.4 GHz network, connect your display to a 5 GHz network.

  • Select a less congested Wi-Fi channel.

Models

Keywords

  • troubleshooting apps
  • troubleshooting the display’s software

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