Troubleshooting the e³ experience

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 pen isn’t working correctly.

• Select the pen tool before drawing. See Writing and erasing notes.

• The Whiteboard app doesn’t support writing with two pens. Use SMART software like SMART Notebook to draw with two pens.

• The pen nib is worn. Replacement pens are available from the Store for SMART Parts (see smarttech.com/Support/PartsStore).

A previously shared image isn’t available anymore.

• Whiteboards are only available for one week after sharing.

You can’t set an image as the background.

• Make sure the image’s resolution is 1920 × 1080.

The display can’t open a saved Whiteboard.

• Whiteboards are saved in . zip format. The .zip file the display is trying to open might not be a saved Whiteboard.

The display can’t open a SMART Notebook file.

• The Whiteboard app on SMART Board MX100 series interactive displays don’t support SMART Notebook files. Use SMART Notebook software on the connected computer to open SMART Notebook file.

Browser isn’t working correctly.

• Make sure the display is connected to a network, the network is configured properly, and the network is connected to the Internet. See Connecting to a network.

• Make sure Ethernet or Wi-Fi is enabled in Settings under Network. See Network.

• If Browser can’t visit secure (https) websites, ensure the display’s date and time are correct. See Date and time.

• Browser doesn’t support Flash or Java applets.

• Contact your network administrator.

You can’t find your downloads.

• Check the Downloads folder in File Manager.

• The display’s storage might be full. Delete files or move them to a USB drive for backup.

There is an issue with audio.

• Make sure the volume isn’t muted. See Front control panel.

• Turn up the volume. See Front control panel.

• See Resolving issues with audio.

There is an issue with the image.

No signal appears on the screen.

• See Resolving issues with image or video qualityfor more information.

• 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.

• 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.

There is an issue with touch.

Touch is not working or is not accurate

• 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).

There is an issue with audio

• See Resolving issues with audio.

• Make sure the computer isn’t muted.

• Turn up the computer’s volume.

• Turn up the display’s volume.

  See Front control panel.

• Make sure the display isn’t muted.

  See Front control panel.

• Make sure the default audio output device setting on your computer is set to SMART Board MX.

• 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.

The display’s name doesn’t appear in the list of available devices.

• Make sure your computer or device is on the same network as the display.

• Make sure the network is configured properly. See Configuring the display’s network connection.

Your device or computer can’t connect to the display.

• Make sure your computer or device is on the same network as the display.

• Make sure the network is configured properly. See Configuring the display’s network connection.

• Make sure your computer or device is on the same subnet as the display. Contact your network administrator.

• Connect your device or computer to the display’s Wi-Fi hotspot.

  1. Connect an RJ45 cable to the display.

  2. Turn on the display’s Wi-Fi hotspot. See Adjusting display and e³ experience settings

  3. Connect your computer or device to the display’s Wi-Fi hotspot

  4. Open the EShare app on your computer or device.

• Download the EShare app onto your device. See Downloading the EShare app

Audio isn’t working correctly.

• See Resolving issues with audio

• Make sure your device isn’t muted.

• Turn up the device’s volume.

• Turn up the display’s volume. See Front control panel.

The EShare app on the display is not activated.

• Make sure the display is connected to a network that has Internet access.

  1. Restart the display. See Turning the display off and back on.

  2. Open the EShare app.

• Make sure the network can contact the activation network.

You can’t control the display from your computer.

• That feature is only available for iOS and Android devices.

Your device can’t connect to the display.

• Make sure your computer or device is on the same network as the display.

• Make sure the network is configured properly. See Configuring the display’s network connection.

• Make sure your computer or device is on the same subnet as the display. Contact your network administrator.

• The iMirror app is available only for Apple devices.

You can’t share video.

• Some video content is copyrighted and cannot be streamed.

You can’t change the display’s name.

• Change the display’s name in the EShare app’s settings. See To change the display’s name.

Audio isn’t working correctly.

• See Resolving issues with audio

• Make sure your Apple device isn’t muted.

• Turn up the volume on your device.

• Turn up the display’s volume. See Front control panel.

The iMirror app is not activated.

• Make sure the display is connected to a network that has Internet access.

  1. Restart the display. See .Turning the display off and back on.

  2. Open the iMirror app.

• Make sure the network can contact the activation network.

File Manager isn’t working correctly.

• Some file formats, such as PDF, are not supported.

There is an issue with the USB drive

• Connect to the USB port for the display. See Front connector panel.

• Make sure the USB drive is FAT formatted.

• Make sure the USB drive isn’t encrypted or partitioned.

• The USB drive is full. Delete files before copying more files onto it.

You can’t recover deleted files

• Recovery of deleted files is not supported.