Troubleshooting

An app or feature is missing or not available.

• The apps and features available depend on the iQ appliance model.

  Identify your iQ appliance model

• The iQ system software may not include that feature or app.

• The app may have moved.

  • Screen Share and Input are at the bottom of the Home screen.

  • SMART Whiteboard and Browser are the in the Apps Library.

• The app is not enabled.

• Some settings aren’t available while you’re signed in to your SMART Account. Sign out of your SMART Account on your display to see all settings.

I’m unable to sign in to my SMART Account on my display.

• Use your Google or Microsoft account to sign in.

The iQ apps and features do not appear when the display is turned on.

• The SMART Board 6000, 6000 Pro, or MX series interactive display’s input source is not the iQ appliance. Make sure the correct input is selected.

• Wait for a minute after first turning on the display or switching the input source to the iQ appliance. This delay may be longer immediately after upgrading the iQ system software.

• The iQ appliance has stopped responding during startup or after a system software update. Turn off the display, unplug the power cable and wait at least 30 seconds before reconnecting the power cable and turning on the display.

There is no content from the HDMI video out receptacle.

• The connected HDMI sync device (for example, a display, video splitter, video extender or video capture system) may not support High-Bandwidth Digital Content Protection (HDCP).

  Make sure the sync device is able to receive and display HDMI content that is protected by HDCP. For more information, see SMART Board interactive flat panels and High-bandwidth Digital Content Protection (HDCP).

When updating the iQ system software with a USB drive, the update process doesn’t start.

• The iQ system software version already installed may be newer than or the same version as the version on the USB drive.

  Compare the version number of the current iQ system software with the version number of the upgrade file on the USB drive.

• Follow the installation instructions provided on SMART’s website when updating the iQ system software.

  Tips 

  • Make sure the USB drive is FAT32 formatted.

  • Make sure the file has not been renamed or unzipped. The file should be copied to the USB drive unmodified.

  • Make sure the file is located in the root folder on the USB drive.

  • For SMART Board 7000 and 7000 Pro series interactive displays:

    • Make sure the USB drive is inserted in the convenience panel on the display’s frame.

    • After inserting the USB drive in the convenience panel, switch to the Whiteboard app.

  • For SMART Board 6000 and 6000 Pro series interactive displays, Make sure the USB drive is inserted in the USB receptacle on the display’s frame or to a USB receptacle on the iQ appliance, and not in a connected computer’s USB receptacle or extension cable.

After downloading the iQ system software update file from SMART’s website, you receive an error message when you try to extract it.

• You don’t need to extract the downloaded update file. Copy it as-is to the USB drive.

The Restart button doesn’t appear after you’ve inserted a USB drive that contains the update file.

• If you are trying to reinstall the same version, use Factory Reset instead:

  • Factory Reset for SMART Board 7000R and 7000R Pro series interactive displays.

  • Factory Reset for SMART Board 6000S and 6000S Pro series interactive displays.

  • Factory Reset for SMART Board MX (V2) and MX (V2) Pro series interactive displays.

  • Factory Reset for SMART Board 7000, 7000 Pro, 7000-V2, and 7000-V2 Pro series interactive displays.

  • Factory Reset for SMART Board 6000 and 6000 Pro series interactive displays.

  • Factory Reset for SMART Board MX series interactive displays.

• Make sure the USB drive is FAT32 formatted.

• The update file name might have been changed. Check that it’s correct:

  • For AM30 iQ appliance: kapp-iq-update-#.##.##.zip

  • For AM40 iQ appliance: am40-update-#.##.##.zip

  • For AM50 iQ appliance: am50-update-#.##.##.zip

  • For SMART Board 7000-V2 and 7000-V2 Pro series: iqh811-update-#.#.####.bin

  Note 

  #.##.## represents the version number for the iQ system software or display firmware.

• If you are trying to update to a newer version and have verified the steps above, restart the display and try again.

Annotations appear only in the Browser and Screen Share apps.

• Currently, only the Browser and screen share apps support ink and annotations.

You can’t write or draw on the screen when you press the Freeze button on the SMART Board 7000 or 7000 Pro series interactive display.

• To write or draw on the screen, pick up a pen and start writing or drawing.

Annotations or ink appear when you touch the SMART Board 6000 or 6000 Pro series interactive display’s screen with a finger.

• Calibrate your display.

  See Calibrating your SMART interactive product.

There is an issue with SMART Whiteboard.

• Make sure the display is connected to a network and the network is configured properly.

The SMART Notebook files I shared from SMART Notebook aren’t in the Files Library.

SMART Notebook files saved to my Lumio by SMART (Lumio) library aren’t in the Files library.

• Your SMART Account email address must be provisioned in the SMART Admin Portal before you can to share files from SMART Notebook or access saved files in Lumio. File synchronization isn’t available if you’ve used a product key to activate SMART Notebook software on your computer. See Activating your subscription to SMART Learning Suite

There is an issue with Browser.

• Make sure the display is connected to a network and the network is configured properly.

  See Connecting a SMART Board display with iQ to a network.

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

  • See Date & Time for SMART Board 7000R and 7000R Pro series interactive displays.

  • See Date & Time for SMART Board 6000S and 6000S Pro series interactive displays.

  • See Date & Time for SMART Board MX (V2) and MX (V2) Pro series interactive displays.

  • See Date & Time for SMART Board 7000 and 7000 Pro series interactive displays.

  • See Date & Time for SMART Board 6000 and 6000 Pro series interactive displays.

  • See Date & Time for SMART Board MX series interactive displays.

• Contact your system administrator.

Netflix is not working properly on the display.

• Services that host protected content, such as Netflix, may not support the Browser.

There is an issue with the image.

• See your display’s troubleshooting on the support site.

• 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 iQ appliance.

• For SMART Board 6000 and 6000 Pro series interactive displays with AM30 appliances:

  • Make sure the computer is connected to the iQ appliance and the input source is OPS/HDMI.

  • The video signal from your computer or mobile device might be HDCP protected. Connect your computer to the display’s connector panel.

• The computer or mobile device’s video resolution settings and refresh rates aren’t supported by the iQ appliance. The iQ appliance supports the following resolutions and refresh rates:

  • 1920 × 1080 at 60 Hz

  • 1600 × 900 at 60 Hz

  • 1280 × 720 at 60 Hz

There is an issue with touch.

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

• Use a USB 2.0 cable and make sure it’s connected to the correct USB receptacle.

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

• Make sure the latest version of SMART Product Drivers is installed on your computer.

  See smarttech.com/downloads.

• Remove any USB cable extenders. For best results, use a 16' (5 m) or shorter USB cable.

There is an issue with audio.

• Turn off the mute setting on your computer.

• Turn up the volume on your computer.

• Turn up the volume on the display.