Troubleshooting
This page explains how to resolve a variety of common problems with the display 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 display doesn’t turn on, and its power light isn’t lit.
What to check
The power cable is securely fastened to the power outlet and the display.
If the power cable is connected to a power bar, the power bar is securely fastened to the power outlet and turned on.
The switch beside the AC power inlet is in the ON (I) position.
What to try
Test the power outlet with a different device to make sure it’s working.
Test the power cable with a different device to make sure it’s working.
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The display doesn’t turn on when you use a connected computer’s mouse or keyboard.
What to check
The computer is on.
What to try
Pick up a pen or press the display’s Power button.
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The display doesn’t turn on or enter Ready mode when users enter the room.
What to check
All cables are securely connected.
Nothing is blocking the occupancy sensor (SBID-7000-V2 models) or occupancy sensors (SBID-7000 models).
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The display turns on or enters Ready mode when it shouldn’t.
What to keep in mind
The occupancy sensors’ range is
What to try
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
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The screen is blank or there’s a problem with the image on the screen.
The display turns on, its 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
Press the Home button (below the screen) to open the launcher.
Pick up a pen or press the display’s Power button.
Restart the display and any connected computers.
Replace the video cable connecting the computer to the display to determine if the issue is with the cable.
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The video is distorted.
What to check
Any connected computers are on and not in Standby mode.
If the display has an OPS module or appliance, the appliance is securely installed in the accessory slot and its power light is on.
What to try
Set connected computers’ resolution and refresh rate to values that the display supports.
Restart the display and any connected computers.
Replace the video cable connecting the computer to the display 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.
If the display has an OPS module or appliance, the appliance is securely installed in the accessory slot and its power light is on.
What to try
Set connected computers’ resolution and refresh rate to values that the display supports.
Restart the display and any connected computers.
Replace the video cable connecting the computer to the display to determine if the issue is with the cable.
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The image is dim.
What to check
Any connected computers are on and not in Standby mode.
If the display has an OPS module or appliance, the appliance is securely installed in the accessory slot and its power light is on.
What to try
Set connected computers’ resolution and refresh rate to values that the display supports.
Restart the display and any connected computers.
Replace the video cable connecting the computer to the display to determine if the issue is with the cable.
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There are lines or snow on the screen.
What to try
Set the connected computer’s resolution and refresh rates to values that the display supports.
Open iQ. If it appears correctly, the issue is with the video input.
Restart the display.
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The image if flickering or flashing.
What to try
Set the connected computer’s resolution and refresh rates to values that the display supports.
Open iQ. If it appears correctly, the issue is with the video input.
Restart the display.
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There are bright spots on the screen.
What to try
Open iQ. 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 display is under warranty, you may be eligible for a replacement.
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Colors don’t appear correctly.
What to keep in mind
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.
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.
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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 display as the only screen.
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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 display.
A computer is connected to the display, but only a “Looking for a connection” message appears on the screen.
What to check
The computer is connected to the currently selected input.
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You want to output video to another display.
What to keep in mind
Only SBID-7000-V2 models and SBID-7000 models with newer AM30 or AM40 appliances support video output.
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There’s no sound or there’s a problem with the sound.
No sound is coming from the speakers.
What to check
If you’re using an external audio system, it is turned on.
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.
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.
What to try
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.
SeeSystem settings
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.
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Sound is coming from the speakers, but the volume is low.
What to check
If you’re using an external audio system, it is turned on.
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.
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.
What to try
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.
SeeSystem settings
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.
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, it is turned on.
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.
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.
What to try
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.
SeeSystem settings
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.
Did this information help you solve the problem? Let us know.
There is a whine or buzzing sound coming from the back of the display.
What to keep in mind
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.
What to try
Connect all devices to the same power outlet or power bar.
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Touch and digital ink aren’t working as expected.
When users touch or write on the screen, the pointer or digital ink appears in the wrong place.
What to check
The computer is connected to the display with only a single USB cable.
SMART Product Drivers and SMART Ink are installed and running on any connected computers.
What to try
Restart the display.
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.
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Touch and digital ink are intermittent.
What to check
The computer is connected to the display with only a single USB cable.
SMART Product Drivers and SMART Ink are installed and running on any connected computers.
What to try
Restart the display.
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.
Did this information help you solve the problem? Let us know.
Digital ink disappears as you write.
What to check
The computer is connected to the display with only a single USB cable.
SMART Product Drivers and SMART Ink are installed and running on any connected computers.
What to try
Restart the display.
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.
Did this information help you solve the problem? Let us know.
Digital ink colors change unexpectedly.
What to check
The computer is connected to the display with only a single USB cable.
SMART Product Drivers and SMART Ink are installed and running on any connected computers.
What to try
Restart the display.
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.
Did this information help you solve the problem? Let us know.
The display responds to touch but not to writing with a pen.
What to check
If the display’s touch controller firmware version is 0.45.x.x, you are using a SMART Board 7000 series active pen and the pen’s light turns on when you place it in the holder.
Note
If the pen’s light doesn’t turn on, it might not longer be working.
What to try
Reinstall or update SMART Product Drivers.
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The display doesn’t respond to touch or writing with a pen.
What to check
Any connected computers have detected the display’s USB connection and installed drivers:
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 ensure there are no error messages in the display’s row.
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Digital ink color doesn’t match a pen’s color, or digital ink color is the same for all pens.
What to keep in mind
For displays with touch controller firmware version 0.55.xx, digital ink is black by default regardless of the color of the pen.
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You’re experiencing issues with one or more of the display’s active pens.
What to check
The pen’s pressure sensitive switch isn’t damaged or dirty.
If one pen isn’t working, the pen is paired with the display and is fully charged.
What to try
Use only SMART Board 7000 series or 7000 Pro series interactive display pens with the display. Pens from other interactive displays aren’t compatible.
Return the pen to its magnetic holder to calibrate it.
If all pens aren’t working, return the pens to their magnetic holders and restart the display.
Test the pens with another SMART Board 7000 series or 7000 Pro series interactive display (if available).
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You can’t write or draw in Microsoft Office.
What to check
Microsoft Office 2013 or later is installed.
What to try
Reinstall or update SMART Product Drivers and SMART Ink.
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You’re unable to manage the display using RS-232.
What to check
All the cable connections are secure.
What to try
Restart the display and the remote management system.
Configure the serial interface settings.
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Troubleshooting related SMART productsIf you’re encountering a problem with related products, refer to those products’ troubleshooting pages:
