Troubleshooting
This page explains how to resolve a variety of common problems with the interactive flat panel and related SMART products.
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
Troubleshooting the displayWhat seems to be the problem?
The display isn’t turning on.
The power light isn’t lit.
What to check
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, the MAINS power switch is in the ON (I) position.
Note
Some SMART Board 4000 series interactive flat panels don’t have a MAINS power switch.
What to try
Connect your interactive flat panel to a power outlet.
Press the Power button on the menu control panel or on the remote control.
Test the power outlet with a different device to determine if the issue is with the power outlet.
Test the power cable with a different device to determine if the issue is with the power cable.
Did this information help you solve the problem? Let us know.
The power light is lit, but nothing shows on the screen.
What to check
Any connected computers are on and not in Standby mode.
What to try
Open the on-screen display menu to determine if the screen is working.
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.
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There is an issue with the video.
The video is distorted.
What to check
Any connected computers are on and not in Standby mode.
What to try
Set connected computers’ resolution and refresh rate to values that the interactive flat panel supports.
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.
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There is visual noise.
What to check
Any connected computers are on and not in Standby mode.
What to try
Set connected computers’ resolution and refresh rate to values that the interactive flat panel supports.
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.
Did this information help you solve the problem? Let us know.
The image is dim.
What to check
Any connected computers are on and not in Standby mode.
What to try
Set connected computers’ resolution and refresh rate to values that the interactive flat panel supports.
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.
Did this information help you solve the problem? Let us know.
The interactive flat panel is on, but nothing shows on the screen.
What to check
Any connected computers are on and not in Standby mode.
What to try
Open the on-screen display menu to determine if the screen is working.
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.
Did this information help you solve the problem? Let us know.
A computer is connected to the interactive flat panel, but only a “No Signal” or “Initializing” message appears on the screen.
What to check
The computer is connected to the currently selected input.
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There is an issue with image quality.
There are lines or snow on the screen.
What to try
Set connected computers’ resolution and refresh rate to values that the interactive flat panel supports.
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.
Did this information help you solve the problem? Let us know.
The image if flickering or flashing.
What to try
Set connected computers’ resolution and refresh rate to values that the interactive flat panel supports.
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.
Did this information help you solve the problem? Let us know.
There are bright spots on the screen.
What to try
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.
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The image isn’t clear. There are lines, double images or other distortions.
What to try
Adjust the interactive flat panel’s image settings.
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Colors don’t appear correctly.
What to keep in mind
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.
What to try
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.
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The image is cut off or shifted to the left or right.
What to try
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.
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The image doesn’t fill the entire screen.
What to try
Adjust any connected computers’ video settings, particularly overscan.
See the computer’s operating system documentation.
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A persistent image appears on the interactive flat panel.
There is an issue with audio.
No sound is coming from the speakers.
What to check
If you’re using an external audio system, the external audio system is turned on.
The cables connecting the interactive flat panel to the computer are securely fastened.
What to try
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.
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.
Did this information help you solve the problem? Let us know.
Sound is coming from the speakers, but the volume is low.
What to check
If you’re using an external audio system, the external audio system is turned on.
The cables connecting the interactive flat panel to the computer are securely fastened.
What to try
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.
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.
Did this information help you solve the problem? Let us know.
The sound is distorted or muffled.
What to check
If you’re using an external audio system, the external audio system is turned on.
The cables connecting the interactive flat panel to the computer are securely fastened.
What to try
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.
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.
Did this information help you solve the problem? Let us know.
There is a whine or buzzing sound coming from the back of the interactive flat panel.
What to keep in mind
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.
What to try
Connect all devices to the same power outlet or power bar.
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There is an issue with touch or digital ink.
The interactive flat panel doesn’t respond to touch.
What to check
If you’re using a connected Windows computer, Windows automatically installed the required device drivers. The interactive flat panel and AFO TCM10X-700 HID should be listed under Windows Devices and Printers.
If you’re using a connected Mac computer, the UPDD drivers are installed and Apple security settings allow touch to work.
What to try
Clean the screen and touch sensors.
Check all cable connections.
Turn the interactive flat panel off and then turn it on.
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When you touch the interactive flat panel, the pointer doesn’t appear in the correct place.
What to check
The display’s resolution is 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
What to try
Clean the screen and touch sensors.
Press 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.
Recalibrate the interactive flat panel.
Important
The interactive flat panels are pre‑calibrated and oriented at the factory. Calibration should be performed only by an administrator.
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When you touch the interactive flat panel, the pointer doesn’t appear in the correct place.
What to try
Clean the screen and touch sensors.
Close blinds or shades or dim all halogen lights and LEDs.
Did this information help you solve the problem? Let us know.
Troubleshooting related SMART productsIf you’re encountering a problem with related products, refer to those products’ troubleshooting pages:
