Troubleshooting your display

The power light isn’t lit.

• Make sure the switch beside the AC power inlet is in the ON (I) position.

• Make sure the power cable is securely fastened to the power outlet and the display.

  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.

• 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 power light is lit, but the screen is blank.

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

• Make sure the proximity sensors aren’t blocked.

• Restart the display.

  See Turning off, turning on, and restarting the display.

  Note 

  On 65" models of the SMART Board 6000S (V3) display, it will take approximately 30 seconds before an image appears on the screen and the convenience panel buttons begin to respond after you flick the power switch beside the AC power inlet to the ON (I) position.

• Determine if the problem is with the video.

  See The screen is blank or there’s a problem with the image on the screen.

The display turns on or enters Ready mode when it shouldn’t.

• Check for and, if possible, move the display away from the following:

  • Direct sunlight

  • Bright lights

  • Forced air ducts

  • Plasma displays

  • Infrared audio systems and other infrared sources

  • Polished floors, glass walls, or other reflective surfaces

• Be aware that the proximity sensors’ range is 16' (5 m).

  Note 

  The display will turn on when one of its receptacles receives a video signal, when checking for or applying system updates, or when it receives commands via its RS-232 connection.

A computer is connected to the display, but only a connection message appears on the screen.

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

• Make sure the display supports the connected computer’s refresh rate.

  See Setting a connected computer’s resolution and refresh rate.

• If the currently selected input is a computer, make sure the computer is not in an energy saving mode.

(For SMART Board 6000S (V3) and 6000S (C) models)

There is no image when using the USB Type-C receptacle with a computer.

• Make sure that the computer supports Display Port Alternate Mode video via USB Type-C. Look for the Display Port logo beside the USB Type-C receptacle on the computer. If it’s not there, the computer may not support Display Port Alternate Mode video via USB Type-C.

• Make sure the cable used with the USB Type-C receptacle supports Super Speed (5Gbps) USB. Look for the Super Speed USB logo on the cable. If the cable doesn’t have the Super Speed USB logo, it may not have the internal wiring necessary to carry Display Port Alternate Mode video data.

Colors don’t appear correctly.

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

• If the screen is completely lacking one color on the screen or the color problems occur on the Home screen, see Getting support and finding serial numbers.

• 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.

• Adjust the display’s color settings, or reset them to the factory defaults.

  See Adjusting iQ settings or Adjusting iQ Pro settings.

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 you’re using a VGA video input and any connected computers’ desktops are entirely black, change them to dark gray or a different color.

• If any connected computers’ desktops are extended across multiple screens, duplicate the desktops across the screens or set the display as the only screen.

The image doesn’t fill the entire screen.

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

  See the computer’s operating system documentation.

• Make sure the connected computer’s video connector is configured to output a supported video signal. See the knowledge base article, No video display output from a laptop.

A persistent image appears on the display.

• See the knowledge base article, Image persistence or burn in on LCD displays.

There’s no sound.

OR

There is sound, but the volume is low.

OR

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 display to the computer are securely fastened.

  Notes 

  • The display’s stereo 3.5 mm in connector works with the VGA input only.

  • Connecting an audio cable to the display’s stereo 3.5 mm out connector disables the internal speakers.

  • If you’re using the display’s S/PDIF out connector to connect a sound bar or receiver for external speakers, see Connecting an external audio system.

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

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

• Adjust the display’s audio settings.

  See System settings for iQ or System settings for iQ Pro.

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

  OR

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

There is a whine or buzzing sound coming from the back of the display.

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

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

For SMART Board (V3) models

The microphone array is not picking up sound, and the green indicator light is not lit.

QX Pro displays

• Ensure that the microphone array is enabled in the Settings menu.

• If you’re using an external computer, ensure that the computer’s audio settings are configured to use the SMART IFP Mic as the input device.

The display doesn’t respond to touch.

• For SMART Board 6000S (V3) models: The touch system might not have initialized correctly when the display started. Turn the display off, wait at least 30 seconds, and then turn the display back on. To turn the display off completely, flick the switch beside the AC power inlet to the OFF (0) position.

  See Turning off, turning on, and restarting the display

• Make sure SMART Product Drivers are installed and running on connected computers. (SMART Board 6000S (V3) models displays require SMART Product Drivers 12.18 or later, and SMART Board 6000S (C) and 6000S model displays require SMART Product Drivers 12.14 or later).

• Make sure the USB cable between the display and the computer doesn’t exceed the supported maximum cable length. See Using recommended cables.

• If a connected computer reports “Too many USB hubs” or “cannot start (code 10),” see the knowledge base article, SMART Board interactive displays and USB tier structure use.

• Make sure any connected computers have detected the display’s USB connection.

• On Windows computers, open Device Manager and make sure there is no red X or yellow explanation mark (!) over the display’s icon.

• On Mac computers, open System Information and make sure there are no error messages in the display’s row.

• For Mac computers with macOS Mojave, see the knowledge base article, How to resolve issues with installing and using SMART Learning Suite software on macOS Mojave.

The display responds to touch intermittently.

OR

When you touch the screen, the pointer doesn’t appear in the correct place.

• Restart the display.

  See Turning off, turning on, and restarting the display.

  Note 

  On 65" models of the SMART Board 6000S (V3) display, it will take approximately 30 seconds before an image appears on the screen and the convenience panel buttons begin to respond after you flick the power switch beside the AC power inlet to the ON (I) position.

• Make sure SMART Product Drivers and SMART Ink are installed and running on any connected computers.

• Confirm with the installers that the computer is connected to the display with only a single cable.

• Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared audio devices, or move the display to another location in the room.

• Remove any USB extenders to help isolate the USB cable.

The display doesn’t respond to touch or writing with a pen.

• Make sure SMART Product Drivers are installed and running on connected computers. (SMART Board 6000S (V3) models displays require SMART Product Drivers 12.18 or later, and SMART Board 6000S (C) and 6000S model displays require SMART Product Drivers 12.14 or later).

• Make sure any connected computers have detected the display’s USB connection.

• On Windows computers, open Device Manager and make sure there is no red X or yellow explanation mark (!) over the display’s icon.

• On Mac computers, open System Information and make sure there are no error messages in the display’s row.

• Reinstall or update SMART Product Drivers and Ink on any connected computers.

The display responds to touch but not to writing with a pen.

• Reinstall or update SMART Product Drivers and Ink on any connected computers.

  Note 

  Some Tool Explorer pens and tools may work only in the iQ system’s whiteboard, not on input from an external computer.

When you write on the screen, the ink appears in the wrong place.

OR

Writing is intermittent.

OR

Ink disappears as you write.

OR

Ink colors change unexpectedly.

• Restart the display.

  See Turning off, turning on, and restarting the display.

  Note 

  On 65" models of the SMART Board 6000S (V3) display, it will take approximately 30 seconds before an image appears on the screen and the convenience panel buttons begin to respond after you flick the power switch beside the AC power inlet to the ON (I) position.

• Confirm with the installers that the computer is connected to the display with only a single cable.

• Clean the screen.

  See Cleaning the screen.

• If the ink appears in the wrong place on input from a connected computer, orient the display.

  See [XREF].

• Make sure SMART Product Drivers and Ink are installed and running on any connected computers.

• Use a known working pen from another display to check if the issue is being caused by the pen.

• Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared audio devices, or move the display to another location in the room.

When you write on the screen, the pen works like your finger.

• Be aware the display uses a size-based object recognition system. Touching the screen with an object larger than a pen tip might be recognized as a finger.

• Make sure the pen nib is not worn.

  Tip 

  Replacement pens are available from the Store for SMART Parts.

  Seesmarttech.com/Support/PartsStore

• Make sure you’re holding the pen perpendicular to the display.

  

You change the width or color of a pen’s digital ink, but the width and color revert to the pen’s defaults when you next pick up the pen from its holder on the display.

• Be aware that a pen’s color and thickness revert to the pen’s default values when you place the pen back in its holder.

You can’t write or draw in Microsoft Office.

• Make sure Microsoft Office 2013 or later is installed.

• Reinstall or update SMART Product Drivers and SMART Ink.

iQ apps aren’t working as expected.

• See Troubleshooting iQ.

SMART Notebook software isn’t working as expected.

• See Troubleshooting SMART Notebook.

Lumio by SMART isn’t working as expected.

• See Troubleshooting Lumio.

SMART TeamWorks software isn’t working as expected.

• See Troubleshooting SMART TeamWorks.

SMART Meeting Pro software isn’t working as expected.

• See Troubleshooting SMART Meeting Pro.

SMART Product Drivers and Ink aren’t working as expected.

• See Troubleshooting SMART Product Drivers and Ink.

The SMART OPS PC module isn’t working as expected.

• See Troubleshooting SMART OPS PC modules.

Managing the display using RS‑232 isn’t working as expected.

• Make sure all the cable connections are secure.

• Restart the display and the remote management system.

  See Turning off, turning on, and restarting the display.

  Note 

  On 65" models of the SMART Board 6000S (V3) display, it will take approximately 30 seconds before an image appears on the screen and the convenience panel buttons begin to respond after you flick the power switch beside the AC power inlet to the ON (I) position.

• Configure the serial interface settings in your RS‑232 terminal application.

  See Configuring the computer’s serial interface settings.