Basic troubleshooting for screen sharing

• Restart your mobile device. Restarting your device can clear the device’s cached network address information. Restarting the device can also reinitialize audio and video encoders that might have stopped working.

• Restart the display. If you’ve restarted your display and still don’t see the display’s name in the list of devices, wait several minutes and then try to connect to the display again.

You don’t need an installer code to share your screen. This message can appear when:

• You’ve opened a restricted admin setting on the display.

• Your network is blocking discovery or streaming traffic used by SMART Mirror.

If you are prompted for an installer code, try the following Troubleshooting steps:

• Use the web app (smartmirror.link) to share your device’s screen.

• If possible, connect your device to a different network, such as a mobile hotspot or guest WiFi. If you are then able to share your screen without being prompted for an installer code, contact your IT administrator to ensure the required services for screen sharing are allowed for all networks.

• Check that the display has the latest iQ and SMART Mirror software installed and then restart it.

If you’re still asked for an “Installer code” after these steps, contact SMART Support and include the following details:

• The display model

• iQ version

• SMART Mirror version

• A photo of the “Installer code” screen

• Whether the issue happens on both the building’s Wi-Fi and a hotspot

• Check that your device is on the same network as the display.

• Confirm that screen share settings for your device are enabled.

  SeeNetwork & Connections

• On the device, turn Airplane mode on and then off to reset the network and clear any cached network data.

• Contact your network’s administrator to confirm the network is configured correctly for screen sharing. The network administrator should check whether the required ports are enabled and network services such as mDNS are allowed.

  SeeConfiguring the network for screen sharing

• There might be an issue with your network. There could be excessive latency with the network, or the devices are intermittently disconnecting from the network. Contact your network’s administrator for further assistance with troubleshooting.

  SeeAdvanced screen share troubleshooting.

• Refer to this troubleshooting article for more information about addressing this issue.

This may occur because moderator mode is enabled, which requires a person at the display to allow or invite you to share.

• For best performance, SMART recommends connecting the display to the network using a wired (Ethernet) connection.

• Turn off power-saving mode on your device. Power-saving mode can limit the mobile device’s processing power, which could affect quality and performance of screen sharing.

• Lower the device’s resolution to allow the device to encode the image more quickly.

• The shared screen or window might have a lower resolution on the display than it does on the device.

• Refer to this troubleshooting article for more information about addressing this issue.

Sharing highly interactive screens, such as videos, uses a great deal of processing power, which can affect the quality of the shared screen. A device may not be able to encode the video quickly enough to send to the display in real time for a smooth playback. If the video is available online, SMART recommends using the Browser app.

To use screen share to play a video, here are some general tips to help you get the best performance:

• For best results, share videos with a resolution that doesn’t exceed 720p.

• To avoid high latency (or lag) between the display and device, queue the video on the device before sharing the device’s screen.

• Unmute your computer. Sometimes the audio can’t be heard from the display.

• Check that sound is not muted in the settings of the device's SMART Mirror or SMART Screen share app.

See About SMART Mirror to learn about the different screen sharing options and their features.

Use the SMART Mirror settings to change the display’s name for easier identification.

The features available vary depending on the device that’s sharing and the way that device is connected. See About SMART Mirror for information about the features supported by different apps and connection methods.

• Check that sound is not muted on the display or the device.

• Mac computers have certain security and permissions that need to be granted to enable sharing screens and audio. Ensure screen recording permissions are allowed in the Mac computers’ Security & Privacy settings.

Check with your organization’s network administrator to make sure that the network has been configured correctly.

• Confirm that the display is connected to the internet.

• Connecting via the SMART Mirror web page (smartmirror.link) allows 6-digit session ID only. If the SMART Mirror lobby is displaying a 10-digit session ID, disable the Local connections only option in the settings.

Enable Moderator mode or unlimited connections to use grid view for seeing multiple shared screens at the same time.

This message displays performance data. To hide the message, tap the border at the top of the screen four times.

Hardware pens are not yet supported in SMART Mirror. To write or draw, use your finger.

SMART Mirror uses the computer's IP address to generate the 10-digit session ID. The ID cannot be changed manually.

The Sign in as a teacher option requires the display to have the latest receiver app for SMART Mirror installed. If the display doesn’t have the latest app installed, you’ll need to download and install it on the display to use the teacher sign in option.