Troubleshooting
This page explains how to resolve a variety of common problems with SMART Remote Management.
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
What seems to be the problem?
You forgot your SMART Remote Management password.
What to try
Reset your password:
In a Chrome or Firefox browser, browse to the SMART Remote Management sign-in screen.
Click Forgot password.
Type your user name in the Username box and click Reset Password.
An email is sent to your email address with a link to reset your password.
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You can’t enroll a SMART Board display or other device in SMART Remote Management.
What to keep in mind
When you enroll a device in SMART Remote Management, an authentication token is created. If you uninstall the remote management agent or perform a factory reset on the device, you’ll need to reset the authentication token before you can connect the device.
If you reset a device to its factory settings or used a wipe command in SMART Remote Management, reset the authentication token for the device.
What to check
Your organization’s network has been configured to support SMART Remote Management.
What to try
Follow the instructions in the documentation to enroll the SMART Board display or other device.
If the device you’re trying to enroll is a SMART Board interactive display with iQ, go to Settings
Diagnostics and ensure that SMART Cloud Status is listed as operational.Did this information help you solve the problem? Let us know.
You can’t manage a SMART Board MX100 interactive display from SMART Remote Management even though it is enrolled.
What to keep in mind
SMART Board MX100 interactive displays will not respond to commands from SMART Remote Management when in a low-power sleep state. The display must be fully on before it will respond to commands from SMART Remote Management.
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You can’t start a remote control session.
What to try
Disable the user permission requirement for remote control.
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You can’t see devices in the Devices view or users in the Users view.
What to check
Your user account has been assigned one or more tags.
Note
If your user account has been assigned one or more tags, you can only view other users and devices assigned those same tags. If your user account is not assigned any tags, you can view all users and devices in SMART Remote Management.
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