Troubleshooting screen share stability for Google Cast
Use this troubleshooting wizard to resolve stability issues with screen sharing.
When trying to connect my devices using Google Cast, the following issues occur:
Devices may be able to connect reliably but don’t stay connected.
The video on the display lags behind the video on the device.
Display refers to the SMART Board interactive display or SMART Board display.
Device refers to the Google or Android device that is sharing its screen.
What happens on the display when the connection drops?
Do the devices have the most recent operating system installed and/or Chrome browser installed?
If the devices have different operating systems, update them so they each have the latest version installed.
Try sharing your screen again. If the issue persists, click Continue.
How long can you share the screen until the connection is lost?
There may be a memory issue on the broadcasting device or display.
Try signing out of the display and signing in again.
Restart the app.
Tap Recents
and swipe up to close the app.Tap Reset SMART Screen Share.
Restart the device and/or the display to clear the memory.
On the display, tap Clean up.
Important
Check how Clean Up is configured in Settings so you are aware of what other data will be reset or cleaned up when performing this action.
Try sharing your screen again. If the issue persists, click Continue.
There may be issues with the network.
When the issue occurs, do you see any of the following?
Packet loss
Latency
A noise to signal ratio of more than -65 db
How many rooms are affected?
Where is the room located? The following factors can affect the strength and performance of a wireless signal:
The distance between the display, device, and the wireless router or access point: The farther the display or device is from the router/access point, the weaker the signal will be, which can result in slower network connections.
The physical construction of the room: Obstacles such as walls, floors, and ceilings can weaken wireless signals, especially if the obstructions are made of a material such as concrete. This can cause signal interference and result in slower networks and dropped connections.
The presence or proximity of other electronic devices: Devices such as microwaves, cordless phones, and Bluetooth speakers can emit signals in the same frequency range as the network, which can cause interference and disrupt the network connection.
Where possible, see if you can alter any of the above factors such as moving the router or access point closer to the physical room.
When does the issue occur?
Is the Wi-Fi frequency band 2.4 or 5 GHz?
2.4 GHz frequencies have a longer range and can penetrate solid objects more easily than the 5 GHz band. This makes this frequency ideal for devices that move around (for example, smart phones or personal laptops) or are farther from the router.
5 GHz frequencies provide faster speeds at shorter ranges. This frequency is ideal when devices are mostly used closer to the router and if there’s a lot of high-bandwidth online activities, such as gaming or video conferencing. When using this frequency, it's best to move as close as possible to the router. Use of 5 GHz frequencies will also help avoid wireless congestion where there are multiple networks and access points.
If possible, change the frequency to see if that resolves the issue.
Is load balancing enabled?
If load balancing is not enabled for the network, enable it.
If the issue still isn’t resolved, load balancing may not be implemented correctly. Contact the network equipment’s manufacturer for further guidance.
The screen share app has closed unexpectedly or stopped responding. Contact SMART Support for further assistance.
Before you contact SMART Support, learn about the information to include, and get a checklist to download and attach to your ticket.
Tip
To get the fastest support, include details about the troubleshooting steps you’ve tried. Copy the list below and edit the items as needed:
Updated all devices and apps.
Turned Airplane mode on/off.
Reset the Wi-Fi / network.
Verified that the display's network connection is working.
Connected successfully (or unsuccessfully) with a mobile hotspot.
You should also include how many displays were affected and which broadcasting devices were affected.
Screen sharing is typically intended for short to medium periods of use, such as for remote meetings or collaborative work sessions.
The length of time you can use screen sharing depends on a number of factors, including the specific technology and devices being used, the quality of the network, bandwidth, and the content being shared.
Thank you for using this troubleshooting wizard.
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