Troubleshooting

Tip 

See Using the SBX800/SBID8000i setup bar in SMART Diagnostics 12 for information on how to use SMART Diagnostics when troubleshooting your SMART Board 8000i-G4 series interactive flat panel.

Issue

Solutions

The SMART product doesn’t turn on and its power light isn’t lit.

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

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

  • 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 SMART product turns on, its power light is lit, but nothing shows on the screen.

The SMART product doesn’t turn on when you use a connected computer’s mouse or keyboard.

  • Make sure the computer is on.

  • Make sure the SMART product is in Power Save mode rather than Standby mode. You can enable Power Save mode from the on-screen display menu.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

    Note 

    The SMART product’s power light is solid amber when the SMART product is in Power Save mode.

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

Issue

Solutions

The SMART product doesn’t turn on when users enter the room.

  • Make sure all cables are securely connected and presence detection is enabled.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

  • Make sure nothing is blocking the presence detection sensors.

The SMART product turns on when it shouldn’t.

  • Set the Re‑enable Time option so that users have enough time to leave the room.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

  • Check for and, if possible, move the SMART product 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 SMART product’s presence detection range is 16' (5 m).

You’re experiencing other issues with presence detection, 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 SMART product supports.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

  • Restart the SMART product and any connected computers.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

  • Replace the video cable connecting the computer to the SMART product to determine if the issue is with the cable.

The SMART product is on, but nothing shows on the screen.

  • If the power light is red, press the Power button to turn on the SMART product.

  • 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 SMART product and any connected computers.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

  • Replace the video cable connecting the computer to the SMART product to determine if the issue is with the cable.

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

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

You want to output video to another display.

  • Be aware that the SMART Board 8070i‑G4 interactive flat panel supports only VGA output, while the SMART Board 8084i-G4 interactive flat panel supports VGA and DVI output.

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 SMART product supports.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

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

  • Adjust the SMART product’s image settings.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

  • Restart the SMART product.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

There are dead or stuck pixels on the screen.

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 SMART product 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 SMART product’s image settings.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

Colors don’t appear correctly.

  • Be aware that if two or more SMART products are mounted side-by-side, there could be minor differences in colors across the SMART products. 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.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

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 SMART product as the only screen.

  • Press ASPECT on the remote control.

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 SMART product.

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 SMART product to the computer are securely fastened.

  • Be aware that there is a button on the connector panel of SMART Board 8070i‑G4 interactive flat panels that switches input from internal to external speakers.

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

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

  • Adjust the SMART product’s audio settings.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

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

    OR

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

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

  • Be aware that these sounds are normal. All SMART products emit some electrical noise. Such sounds may be more noticeable with some SMART products than with others. However, if you hear noise from the front of the SMART product, 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.

Issue

Solutions

You’re experiencing the following or similar issues with touch and digital ink:

  • When users touch or write on the screen, the pointer or digital ink appears in the wrong place.

  • Touch and digital ink are intermittent.

  • Digital ink disappears as you write.

  • Digital ink colors change unexpectedly.

  • Make sure that the pen is touching the interactive surface within a 45° angle.

  • If you’re using two pens, make sure they’re at least 2" (5 cm) apart.

  • Restart the SMART product.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

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

  • Clean the cameras and the frame on all four sides to ensure no dust or objects are obstructing the cameras’ view.

  • Calibrate the SMART product.

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

  • Use a known working pen from another SMART product 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 SMART product to another location in the room.

  • Use SMART Diagnostics to confirm if one or more of the SMART product’s cameras has failed.

    See About SMART Diagnostics.

  • Use SMART Diagnostics to reset the cameras, and then perform an enumeration and calibration.

    See About SMART Diagnostics.

  • Update the firmware.

    Note 

    Always calibrate the panel after updating the firmware.

  • Remove the SMART product from the wall, calibrate it and confirm if this resolves the issue. If it does, check the wall and wall mount for issues.

The SMART product responds to touch but not to writing with a pen.

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

  • Make sure any connected computers have detected the SMART product’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 SMART product’s icon. On Mac computers, open System Information and ensure there are no error messages in the SMART product’s row.

  • Make sure the USB receptacle is mapped to the correct video input in the on-screen display menu.

You can’t write or draw in Microsoft Office.

SMART Ink toolbars appear even when you don’t pick up a pen

  • If two or more SMART products are mounted on the same wall, make sure they are mounted in such a way that their cameras don’t interfere with each other.

You’re experiencing other issues with touch and digital ink, or the previous solutions don’t resolve the issue.

Issue

Solutions

You’re experiencing general issues with remote management.

  • Make sure all the cable connections are secure.

  • Configure the serial interface settings.

    See the SMART Board 8055i‑G3 interactive flat panel user’s guide (smarttech.com/kb/170177) or the SMART Board 8070i‑G3 interactive flat panel user’s guide (smarttech.com/kb/155317).

    See the SMART Board 8000i‑G4 series interactive flat panel setup and maintenance guide (smarttech.com/kb/170446).

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

Models

  • SBID8000i

Keywords

  • troubleshooting
  • power
  • presence detection sensors
  • proximity sensors
  • Wake to Touch
  • video
  • image quality
  • audio
  • touch and digital ink
  • remote management
  • room control