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

Activities you should do 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.

    Check box

    What to try

    Reset your password:

    1. In a Chrome or Firefox browser, browse to the SMART Remote Management sign-in screen.

    2. Click Forgot password.

    3. 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.

    Did this information help you solve the problem?

    Yes No

  • You can’t enroll a SMART Board display or other device in SMART Remote Management.

    Check box

    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.

    SeeResetting devices’ authentication tokens

    Check box

    What to try

    If the device you’re trying to enroll is a SMART Board interactive display with iQ, go to SettingsDiagnostics and ensure that SMART Cloud Status is listed as operational.

    Did this information help you solve the problem?

    Yes No

  • You can’t manage a SMART Board MX100 interactive display from SMART Remote Management even though it is enrolled.

    Check box

    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.

    Did this information help you solve the problem?

    Yes No

  • You can’t start a remote control session.

    Check box

    What to try

    Disable the user permission requirement for remote control.

    SeeRemotely viewing and controlling devices

    Did this information help you solve the problem?

    Yes No

  • You can’t see devices in the Devices view or users in the Users view.

    Check box

    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.

    Did this information help you solve the problem?

    Yes No

Related documents