Troubleshooting

The following sections describe how to troubleshoot the most common issues encountered in SMART TeamWorks software. If you're experiencing an issue that's not listed, or none of the solutions help, check out the following resource:

Knowledge base

The knowledge base contains articles to help with advanced troubleshooting. Search for the issue to see if a published resource offers a solution.

Issue

Solutions

The Settings button is hidden.

Press Ctrl + S to open Settings. Disable the Hide settings button option.

When you start TeamWorks Room, the wizard keeps appearing.

Make sure you have clicked Activate or 30-day trial.

Claim and activate your TeamWorks Cloud account activation key. See To claim and activate your TeamWorks Cloud account activation key.

OR

Start a 30-day trial. See To claim and activate your TeamWorks Cloud account activation key.

Issue

Solutions

The TeamWorks App can’t transfer credentials to the TeamWorks Room.

Make sure the IP addresses of both the TeamWorks App and the TeamWorks Room are on the same subnet.

Tip 

You can find the TeamWorks Room IP address in Settings under System diagnostic.

TeamWorks Room can’t be activated.

Make sure the following URLs have been added to the network allowlist:

  • https://activation.airserver.com/

  • https://api.remago.com/

The workspace stops responding.

Make sure the following URLs have been added to the network allowlist:

  • https://autodraw.com/

  • https://graph.microsoft.com/

  • https://inputtools.google.com/

  • https://www.googleapis.com/

  • https://www.dropbox.com/

TeamWorks Room can’t connect to a meeting.

Make sure the following URLs have been added to the network allowlist:

  • https://twcloud.smarttech.com/

  • https://twapi.remago.com/

  • https://twshare.remago.com/

I can’t see the TeamWorks Room calendar.

I can’t invite participants to my meeting.

The Wi-Fi information doesn’t appear on the launcher.

The Wi-Fi network name and password are entered in the wizard. See Wi-fi.

Note 

When you enter the Wi-Fi network name and password you enter in the wizard, are for informational purposes.

Issue

Solutions

The room name does not appear in the list of devices.

Devices can’t share their screen

Make sure that AirServer is allowed.

OR

Manually create rules for AirServer for inbound and outbound traffic.

Keywords

  • Troubleshooting
  • Screen share
  • Connection issues
  • SMART Board interactive display
  • Network
  • General issues
  • Voice commands