Troubleshooting your interactive flat panel

The following information helps you resolve common issues with SMART Board 4000 series interactive displays. Specifically, this information helps you resolve issues in the following areas:

  • Power

  • Video

  • Image quality

  • Audio

  • Touch and digital ink

Issue

Solutions

The interactive flat panel doesn’t turn on and its power light isn’t lit.

  • Connect your interactive flat panel to a power outlet.

  • Press the Power button on the menu control panel or on the remote control.

  • Make sure the power cable is securely fastened to the power outlet and the interactive flat panel.

    Note 

    If the power cable is connected to a power bar, make sure the power bar is securely fastened to the power outlet and turned on.

  • If your interactive flat panel has a MAINS power switch, make sure it is in the ON (I) position.

    Note 

    Some SMART Board 4000 series interactive flat panels don’t have a MAINS power switch.

  • Make sure the power outlet is working by testing it with a different device.

  • Make sure the power cable is working by testing it with a different device.

The interactive flat panel turns on, its power light is lit, but nothing shows on the screen.

You’re experiencing other issues with power, or the previous solutions don’t resolve the issue.

Issue

Solutions

You’re experiencing the following or similar issues with video:

  • The video is distorted.

  • There is visual noise.

  • The image is dim.

  • Make sure any connected computers are on and not in Standby mode.

  • Set connected computers’ resolution and refresh rate to values that the interactive flat panel supports.

    See Configuring your computer’s screen resolution.

  • Restart the interactive flat panel and any connected computers.

  • Replace the video cable connecting the computer to the interactive flat panel to determine if the issue is with the cable.

The interactive flat panel is on, but nothing shows on the screen.

  • Make sure any connected computers are on and not in Standby mode.

  • Make sure that the screen is working by opening the on-screen display menu.

  • Restart the interactive flat panel and any connected computers.

  • Replace the video cable connecting the computer to the interactive flat panel to determine if the issue is with the cable.

A computer is connected to the interactive flat panel, but only a “No Signal” or “Initializing” message appears on the screen.

  • Make sure the computer is connected to the currently selected input.

You’re experiencing other issues with video, or the previous solutions don’t resolve the issue.

Issue

Solutions

You’re experiencing the following or similar issues with image quality:

  • There are lines or snow on the screen.

  • The image if flickering or flashing.

  • Set the connected computer’s resolution and refresh rates to values that the interactive flat panel supports.

    See Configuring your computer’s screen resolution.

  • Open the on-screen display menu. If it appears correctly, the issue is with the video input.

  • Adjust the interactive flat panel’s image settings.

  • Restart the interactive flat panel.

There are bright spots on the screen.

  • Open the on-screen display menu. If it appears correctly, the issue is with the video input.

  • Take a photograph of the screen and send it to SMART support. If SMART support determines that the issue is with the screen and the interactive flat panel is under warranty, you may be eligible for a replacement.

The image isn’t clear. There are lines, double images or other distortions.

  • Adjust the interactive flat panel’s image settings.

Colors don’t appear correctly.

  • Be aware that if two or more interactive flat panels are mounted side-by-side, there could be minor differences in colors across the interactive flat panels. This issue is not unique to SMART products.

  • If you’re using a VGA video input, use a different cable or connect a different source to see if the issue is with the cable or input source.

  • Perform a factory reset.

The image is cut off or shifted to the left or right.

  • Adjust any connected computers’ video settings, particularly zoom, crop and underscan.

    See the computer’s operating system documentation.

  • If the computer’s desktop is entirely black, change it to dark gray or a different color.

  • If the computer’s background is extended across multiple screens, duplicate the desktop across the screens or set the interactive flat panel as the only screen.

  • Press AUTO on the remote control to resynchronize the video for analog inputs.

The image doesn’t fill the entire screen.

  • Adjust any connected computers’ video settings, particularly overscan.

    See the computer’s operating system documentation.

A persistent image appears on the interactive flat panel.

You’re experiencing other issues with image quality, or the previous solutions don’t resolve the issue.

Issue

Solutions

You’re experiencing the following or similar issues with audio:

  • No sound is coming from the speakers.

  • Sound is coming from the speakers, but the volume is low.

  • The sound is distorted or muffled.

  • If you’re using an external audio system, make sure it is turned on.

  • Make sure the cables connecting the interactive flat panel to the computer are securely fastened.

  • If you’re using the display’s stereo 3.5 mm out connector, adjust the volume on the interactive flat panel and the connected computer and make sure neither are muted.

  • If you’re using the interactive flat panel’s S/PDIF out connector, adjust the volume on the external audio system and make sure the audio system isn’t muted.

  • Adjust the interactive flat panel’s audio settings.

    See Using the on-screen display menu.

  • If you’re using the integrated speakers, set the volume for the computer and any running applications to 80%, and then adjust the interactive flat panel’s volume.

    OR

    If you’re using an external audio system, set the volume for the computer, any running applications and the interactive flat panel to 80%, and then adjust the external audio system’s volume.

There is a whine or buzzing sound coming from the back of the interactive flat panel.

  • Be aware that these sounds are normal. All interactive flat panels emit some electrical noise. Such sounds may be more noticeable with some interactive flat panels than with others. However, if you hear noise from the front of the interactive flat panel, further investigation is required.

  • Connect all devices to the same power outlet or power bar.

You’re experiencing other issues with audio, or the previous solutions don’t resolve the issue.

Problem

Cause

Solution

The interactive flat panel doesn’t respond to touch.

The USB cable between the computer and the interactive flat panel could be loose.

Check all cable connections.

The interactive flat panel doesn’t respond to touch.

"

The interactive flat panel may need to be turned off and then turned on.

Turn the interactive flat panel off and then turn it on.

The interactive flat panel doesn’t respond to touch.

"

The required drivers for Windows operating system were not installed.

Ensure that Windows automatically installed the required device drivers. The interactive flat panel and AFO TCM10X-700 HID should be listed under Windows Devices and Printers.

The interactive flat panel doesn’t respond to touch.

"

The required drivers for macOS operating system software were not installed.

Ensure that the UPDD drivers are installed.

Also ensure the Apple security settings allow touch to work.

When you touch the interactive flat panel, the pointer doesn’t appear in the correct place.

The display’s resolution is not set to the recommended setting.

Note 

The recommended resolutions for the interactive flat panel are:

  • 3840 × 2160 (for SPNL-4075 and SPNL-4084 using HDMI and a computer that supports 4K UHD)

  • 1920 × 1080

  • 1280 × 720

See Configuring your computer’s screen resolution for more information and settings.

Auto button on remote controlPress the Auto button on the remote control. This adjusts the image to match the settings the display adapter is sending. In most cases this will help or solve touch issues. You can manually adjust display settings if needed. See Configuring your computer’s screen resolution.

When you touch the interactive flat panel, the pointer doesn’t appear in the correct place.

"

Your interactive flat panel isn’t calibrated properly.

Your interactive flat panel may need to be re-calibrated.

See Calibrating your interactive flat panel for more information.

Important 

The interactive flat panels are pre‑calibrated and oriented at the factory. Calibration should be performed only by an administrator.

Touch events occur even when you aren’t touching the interactive flat panel.

Bright lights are interfering with the interactive flat panel.

Close blinds or shades or dim all halogen lights and LEDs.

For information on resolving issues with SMART Learning Suite (including SMART Notebook software), see Troubleshooting SMART Notebook 19.

Refer to the SMART knowledge base for additional troubleshooting information:

Models

Keywords

  • troubleshooting
  • power
  • video
  • image quality
  • audio
  • touch and digital ink
  • software

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