Troubleshooting your interactive flat panel

The interactive flat panel 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 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.

• 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.

• See Resolving issues with video.

• Restart the interactive flat panel.

  See Turning the interactive flat panel off and back on.

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

• Refer to the SMART knowledge base to troubleshoot additional issues with power.

The interactive flat panel doesn’t turn on when users enter the room.

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

  For the SBID8055i‑G5‑SMP and SBID‑8065i‑G5‑SMP models, see Proximity.

  For the SBID8065i‑G5‑SMP‑V2 and SBID‑8075i‑G5‑SMP models, see Proximity.

• Make sure nothing is blocking the presence detection sensor.

The interactive flat panel turns on when it shouldn’t.

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

  For the SBID8055i‑G5‑SMP and SBID‑8065i‑G5‑SMP models, see Proximity.

  For the SBID8065i‑G5‑SMP‑V2 and SBID‑8075i‑G5‑SMP models, see Proximity.

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

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 Setting the resolutions and refresh rates of computers you want to connect to the interactive flat panel.

• Restart the interactive flat panel and any connected computers.

  See Turning the interactive flat panel off and back on.

• 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.

• Restart the interactive flat panel and any connected computers.

  See Turning the interactive flat panel off and back on.

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

• 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.

• Refer to the SMART knowledge base to troubleshoot additional issues with video.

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 Setting the resolutions and refresh rates of computers you want to connect to the interactive flat panel.

• Restart the interactive flat panel.

  See Turning the interactive flat panel off and back on.

There are bright spots on the screen.

• 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.

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.

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.

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.

• See Image persistence or burn in on LCD displays.

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

• Refer to the SMART knowledge base to troubleshoot additional issues with image quality.

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.

  For the SBID8055i‑G5‑SMP and SBID‑8065i‑G5‑SMP models, see Sound menu options.

  For the SBID8065i‑G5‑SMP‑V2 and SBID‑8075i‑G5‑SMP models, see Sound menu options.

• 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.

• Refer to the SMART knowledge base to troubleshoot additional issues with audio.

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.

• Restart the interactive flat panel.

  See Turning the interactive flat panel off and back on.

• Confirm with the installers that the computer is connected to the interactive flat panel with only a single cable.

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

• Use a known working pen from another interactive flat panel 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 interactive flat panel to another location in the room.

• Update the firmware.

The interactive flat panel responds to touch but not to writing with a pen.

• Reinstall or update SMART Product Drivers.

The interactive flat panel doesn’t respond to touch or writing with a pen.

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

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.

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

• Refer to the SMART knowledge base to troubleshoot additional issues with touch and digital ink.

You’re experiencing general issues with remote management.

• Make sure all the cable connections are secure.

• Configure the serial interface settings.

  See Configuring the computer’s serial interface settings.

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

• Refer to the SMART knowledge base to troubleshoot additional issues with remote management.