Troubleshooting common issues

Some buttons on the remote control don’t do anything.

• Not all buttons on the remote control have an effect on the display. See Using the remote control for a guide to the remote control’s buttons.

The display doesn’t respond or responds intermittently when you press remote control buttons.

• Make sure you are using the correct remote control for your display. See Using the remote control for an image of the correct remote control.

• Make sure you are aiming the remote control’s IR transmitter at the remote control sensor on the bottom right corner of the display while standing in front of the display, not to the side.

• Make sure that both the remote control’s IR transmitter window and the display’s remote control sensor are clean and unobstructed.

• Replace the remote control’s batteries.

You’ve forgotten the lock screen password.

• Contact SMART Support.

You forgot the Settings security password.

• Contact SMART Support.

The display can’t connect to a 5 GHz wireless network.

• The wireless network may be operating on bands that the display doesn’t support.

  Contact your network administrator.

The pen is broken.

• Contact SMART Support.

You need to identify the display.

• See Identifying your SMART Board MX or MX100 series interactive display model.

An app is missing or not available.

• The app might not be included with the SMART Board MX100 series interactive display. See Using apps.

The display 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 display.

  Note 

  If the power cable is plugged into a power bar, make sure the power bar is securely fastened to the power outlet and turned on.

• Make sure the switch on the back of the display 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 display turns on but nothing shows on the screen.

• Press the Power button to wake the display.

  Note 

  The status light is red when the display is in a low power state.

• If the status light is solid green, see Resolving issues with image or video quality.

• Restart the display.

  See Turning the display off and back on.

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

• Make sure the computer is on.

• If the status light is red, press the display’s Power button to wake the display.

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.

You’re experiencing the following or similar issues with image quality:

• There are lines or snow on the screen.

• The image is flickering or flashing.

• Make sure the display’s firmware is updated to 1.8.7 or later. The display may not work properly if the display’s firmware is not updated. See Updating the e³ experience.

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 the connected computers’ resolution and refresh rate to values that the display supports.

  See Setting the resolutions and refresh rates of computers you want to connect to the display.

• Restart the display and any connected computers.

  See Turning the display off and back on.

• Make sure the cable is not longer than the maximum specified in the display’s specifications.

• Make sure the cable is securely connected to the video connectors on the display and the computer.

• If the video connection uses and extender or goes through a wall socket, try connecting the display and computer directly.

• Replace the video cable to determine if the issue is with the cable.

• Make sure your computer’s video driver is up to date.

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 that shows the variation in brightness 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.

• Make sure the cable is not longer than the maximum specified in the display’s specifications.

• Make sure the cable is securely connected to the video connectors on the display and the computer.

• If the video connection uses and extender or goes through a wall socket, try connecting the display and computer directly.

Colors don’t appear correctly.

• Minor differences in colors across displays are common. 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.

• Make sure the cable is not longer than the maximum specified in the display’s specifications.

• Make sure the cable is securely connected to the video connectors on the display and the computer.

• If the video connection uses and extender or goes through a wall socket, try connecting the display and computer directly.

• Perform a factory reset.

  See Recovery.

• Take a photograph of the screen that shows the issue with color 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.

The image is cut off or shifted to the left or right.

• Adjust the connected computers’ video settings, particularly zoom, crop, underscan and overscan.

  See the computer’s operating system documentation.

• If the computer’s desktop is entirely black, change it to gray or a different color.

• If the computer’s desktop is extended across multiple screens, duplicate the desktop across the screens or use the display as the only screen.

• Make sure the cable is not longer than the maximum specified in the display’s specifications.

• Make sure the cable is securely connected to the video connectors on the display and the computer.

• If the video connection uses and extender or goes through a wall socket, try connecting the display and computer directly.

The image doesn’t fill the entire screen.

• Adjust the connected computers’ video settings, particularly underscan or overscan.

  See your computer’s operating system documentation.

A persistent image appears on the display.

• See Image persistence or burn in on LCD displays.

The display is on, but nothing shows on the screen.

• Make sure any connected computers are on and not in Standby mode.

• Make sure the screen is working by pressing Input on the front control panel and selecting the correct input source for your device.

• Restart the display and any connected computers.

  See Turning the display off and back on.

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

• If the video source is HDCP-protected, make sure it’s connected to an HDMI port that supports a compatible version of HDCP. The HDMI 3 port supports only HDCP 1.4. Be sure to connect devices that use HDCP 2.2 to the HDMI 1 or HDMI 2 port.

A computer is connected to the display, but only a “No Signal” message appears on the screen.

• Connect the computer to one of the display’s video input connectors.

  Note 

  In the input source menu, video input connectors that have a device connected are blue.

• Make sure the computer is the currently selected input.

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

• If you’re using two connected video cables, use one longer cable or move the computer so it’s within a single cable length of the display. Make sure the cable length is within the maximum length specified in the display’s specifications.

• The computer is using a video resolution or refresh rate that the display doesn’t support. Set the computer to a supported resolution and refresh rate.

  See Setting the resolutions and refresh rates of computers you want to connect to the display.

• Make sure the computer hasn’t entered Sleep mode. Press a key on your computer’s keyboard to wake it up.

If an AM50 iQ appliance with an Intel Compute Card is installed in the display and a “No Signal” message appears on a blue screen.

• Make sure the Windows operating system on the Intel Compute Card hasn’t entered Sleep mode. Tap the display’s screen to wake up the operating system.

No image or a low resolution image appears on a device you’ve connected to the display’s HDMI OUT connector.

• The SMART Board MX100 series interactive display supports only HDCP-protected HDMI output. If a device you connect to the display’s HDMI out port doesn’t support HDCP-protection, no image or a low resolution image will appear on the device.

The image from a device connected to the VGA port is cut-off or not centered.

• Make sure the computer’s background is not a dark or solid-black image.

• Switch to a different video input source, then switch back to the VGA input.

You’re experiencing other issues with video or image quality, 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 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.

• Turn up the computer’s volume.

• If you’re using external speakers, make sure the speakers are 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.

  • 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 SMART Board MX100 series interactive displays user’s guide (docs.smarttech.com/kb/171288).

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

• Adjust the volume on the display and the connected computer, and make sure both are not muted.

• Make sure the display is set as the default audio device for the connected computer.

  See the connected computer’s operating system documentation.

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

• If you’re connecting a computer to the VGA connector, make sure an analog audio cable is also connected from your computer’s audio output to the display’s analog audio input.

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

• 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, contact SMART Support.

• Make sure all devices are connected to the same power outlet or power bar.

• If the computer is connected to the display with analog audio cables (for example, 3.5 mm audio cable with the VGA video input), make sure you are using high-quality cables with electromagnetic interference (EMI) protection. Make sure audio cables don’t run alongside power cables.

• Use a digital HDMI connection for video and audio. Audio hum is far less common with digital connections than it is with analog.

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 is not working or is not accurate.

• Touch control and digital ink are intermittent.

• The display only responds to touch on part of the screen.

• Digital ink disappears as you write.

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

• Make sure you are not holding the pen near its tip, and that the pen is at a right angle (90°) to the screen.

• Restart the display.

  See Turning the display off and back on.

• If touch interactivity is slow, close some open applications on the computer.

• Make sure the pen nib is not worn. Replacement pens are available from the Store for SMART Parts (see smarttech.com/Support/PartsStore).

• Make sure you are using a SMART Board MX100 series interactive display pen.

• Use a known working pen from another SMART Board MX100 series interactive display to check if the issue is being caused by the pen.`

• Clean the optical touch sensors. See Cleaning the touch sensors.

• Make sure SMART Product Drivers and SMART Ink are installed and running on any connected computers, and orient your display. See Orienting your display.

• if touch is not accurate, make sure the computer’s image occupies the entire screen area, with no black borders. If there are black borders, adjust the overscan or underscan settings on your computer’s video settings, so that the image fills the screen.

• Open SMART Product Drivers and orient the display. This will set up a non-native touch system orientation for your computer.

• Update the firmware.

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

• If touch interactivity is slow, close some open applications on the computer.

• if touch is not accurate, make sure the computer’s image occupies the entire screen area, with no black borders. If there are black borders, adjust the overscan or underscan settings on your computer’s video settings, so that the image fills the screen.

• Open SMART Product Drivers and orient the display. This will set up a non-native touch system orientation for your computer.

• Make sure the USB cable is securely fastened to both your computer and the display.

• Make sure the USB cable is not longer than the maximum specified in the display’s specifications.

• Use a USB 2.0 cable and make sure it’s connected to the correct USB connector that’s associated with the video input source.

  See Connecting cables for room computers, guest laptops and other input sources.

• Make sure the latest version of SMART Product Drivers is installed on your computer. SMART Board MX100 series interactive displays require SMART Product Drivers 12.10 or later.

  See smarttech.com/downloads.

• Remove any USB cable extenders. For best results, use a USB cable that’s no longer than 16' (5 m).

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

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

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

• Make sure you are using a SMART Board MX100 series interactive display pen.

• Make sure the pen nib is not worn. A worn pen nib might be interpreted as a finger touch. Replacement pens are available from the Store for SMART Parts (see smarttech.com/Support/PartsStore).

• Reinstall or update SMART Product Drivers.

The display doesn’t respond to touch at all.

• A red X appearing on the SMART Product Drivers icon in your Windows task bar or Mac menu bar indicates that no display is connected. If a red X appears, open SMART Settings and use the connection wizard for assistance.

• Make sure 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.

You can’t write or draw in Microsoft Office.

• Make sure you’re using Microsoft Office 2013 or later.

• Reinstall or update SMART Product Drivers and SMART Ink.

• Refer to the SMART Ink support for more information about writing and drawing in Microsoft applications.

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.

• Be aware that some commands work only when the display is on.

  See Configuring the serial interface settings.

• Restart the display and the remote management system.

  See Turning the display off and back on.

• Configure the serial interface settings.

  See Configuring the serial interface settings.

Using the command set powerstate=on doesn’t turn on the display

• Add spaces around the operator symbol (=).

• Ensure Power on RS232 is enabled in the display’s on-screen settings menu (). If the display’s firmware is version 1.9.2 or earlier, disable Power saving mode in the display’s on-screen settings menu. See Power saving mode.

• The display doesn’t respond to a control command

• Commands are not followed by a command prompt that indicates the display is ready to receive the next command.

• The display is in a Power Saving mode in which the RS-232 control system is not yet operating.

  Ensure the display is in a power state in which the RS-232 control system is ready to receive commands. Ensure Power on RS232 is enabled in the display’s on-screen settings menu (). If the display’s firmware is version 1.9.2 or earlier, disable Power saving mode in the display’s on-screen settings menu.

• The display’s firmware has not been updated to version 1.8.4 or later. Check the firmware version in the display's on-screen settings menu. See MX system version.

  To update the display's firmware to version 1.8.4 or later, see Updating the e³ experience.

• Commands might have been incorrectly terminated with a carriage return (0x0d) and a line feed (0x0a).

  Terminate commands with only a carriage return (0x0d).

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.