Troubleshooting Screen Share stability for devices that use AirPlay and Chromecast
Use this troubleshooting wizard to resolve Screen Share stability issues.
When trying to connect my devices using AirPlay and Chromecast, the following issues occur:
Devices may be able to connect reliably but don’t stay connected.
The image quality is poor.
The video on the display lags behind the video on the device.
Display refers to your SMART Board interactive display or SMART Board display.
Device refers to your iOS device, Android device, or Windows computer that is sharing its screen.
Can the display’s Browser app connect to the internet?
Tip
The display must be connected to a network with Wi-Fi or an Ethernet cable for Screen Share to work. Confirming that the Browser can connect verifies the display’s network connection.
Have you connected the display to a network with internet access?
The display is connected to a network. Take me to the next troubleshooting step. |
To connect to a Wi-Fi network
If an Ethernet cable is connected to the display or iQ appliance, disconnect it.
From the Home screen, tap Settings
.Tap Wi-Fi.
Note
Ensure Wi-Fi is turned On.
Select a wireless network.
If the Wi-Fi network is not password protected, the display connects to the network.
If the network requires a password, enter the Wi-Fi password and tap Connect.
OR
If the network requires a user name and password, enter the user name and Wi-Fi password and tap Connect.
Tip
Use the crosshairs to move the on-screen keyboard.
To connect to an Ethernet network
For SMART Board 7000 and 7000 Pro series interactive displays, connect an Ethernet cable to the RJ45 jack on the display.
OR
For SMART Board 6000 and 6000 Pro series interactive displays, connect an Ethernet cable to the RJ45 jack on the iQ appliance.
Note
The network must provide network settings via DHCP. If you require a static IP, use DHCP reservation on your router.
There may be too many devices connected to the network. Enable load balancing if it hasn’t been done already.
Additionally, consult your network equipment manufacturer about how to geographically reduce the number of visible devices. For example, Cisco refers to this as Location Specific Services (LSS).
The Browser app is stable. Take me to the next troubleshooting step. |
Have you opened the Screen Share app on the display?
The Screen Share app is open. Take me to the next troubleshooting step. |
To open the Screen Share app
From the Home screen, tap Screen Share
.
Note
Make a note of the display’s name. You’ll need that name when you share a device’s screen to the display.
Have you updated the operating systems, drivers, and/or associated apps on your devices?
Turn on Airplane mode for 30 seconds. Turn Airplane mode off, wait 15 seconds, and then reconnect. Does the performance improve?
Consult your device’s documentation about Airplane mode.
Does the performance improve after turning Wi-Fi off and then on for your computer?
There may be too many devices connected to the network. Enable load balancing, if it hasn’t been done already.
Additionally, consult your network equipment manufacturer about how to geographically reduce the amount of visible devices. For example, Cisco refers to this as Location Specific Services (LSS).
Turning Airplane mode on and off can help resolve screen sharing issues. If stability issues with Screen Share occur again, use this troubleshooting wizard.
Thanks for visiting SMART Support.
Is either of the following happening?
Your device is unable to connect to the display to share a video.
The video is dropping frames or stuttering.
The resolution of the shared device’s screen might exceed 1920 × 1080. Refer to the manufacturer’s instructions for your device to learn how to change the resolution.
I have changed my device’s resolution. Take me to the next troubleshooting step. |
Does the issue occur with different devices from different manufacturers?
There may be an issue with the device’s wireless capabilities, the device’s drivers need to be updated, or another workaround. Work with your equipment manufacturer to find a resolution
You can connect your devices to the display, but the device is having performance issues. How many SMART Board interactive displays are affected?
Contact SMART Technical Support. You’ll need the display’s serial number and the iQ appliance’s serial number.
For more information about the iQ appliance’s serial number, see Getting support.
For more information about the display’s serial number, see:
Does the issue improve when you change the network frequency (from 2.4 Ghz to 5 Ghz or vice versa) and/or channel?
There might have been too many devices connected to the network causing congestion on the network, or other bandwidth-related problems.
If you only changed the network frequency, consider changing the channel.
You may want to consider limiting the number of devices on the same subnet. Contact your device manufacturer for more information.
Thanks for visiting SMART Support.
Does the issue improve when you connect the display and device to the same mobile hotspot?
To connect the display and device to the same mobile hotspot
Enable a mobile hotspot on a mobile device. See How to set up a Personal Hotspot on your iPhone or iPad or Share a mobile connection by tethering or hotspot on Android.
Connect the display and the device you’re sharing content from to the hotspot.
Share the device’s screen to the display.
Run a network diagnostic application. See How to run a network diagnostic application to aide SMART support agents when troubleshooting issues with Screen Sharing on your SMART display.
Contact SMART Technical Support. You’ll need the display’s serial number and the iQ appliance’s serial number.
For more information about the iQ appliance’s serial number, see Getting support.
For more information about the display’s serial number, see:
Contact SMART Technical Support. You’ll need the display’s serial number and the iQ appliance’s serial number.
For more information about the iQ appliance’s serial number, see Getting support.
For more information about the display’s serial number, see: