Troubleshooting

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

Knowledge base (Communities articles)

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

If screen sharing isn't working properly, try these common troubleshooting steps first:

  • On your device, turn Airplane mode on and then off again.

  • Turn off your device’s Power Saving mode.

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

  • Confirm that Wi-Fi and Miracast are enabled on the computer.

  • If your computer is connected to a VPN, disconnect from the VPN. The VPN will interfere with screen sharing applications, such as Miracast.

  • Try to share the screen to another wireless monitor or adapter.

  • Make sure your device has the latest operating system software and that no system updates are pending for your device. See the device’s documentation for more information.

  • If the meeting room computer is using Wi-Fi to connect to the internet, switch to a wired connection.

  • If the meeting room computer is connected to a 2.4 GHz network, connect to a 5 GHz network.

  • Make sure the device is using the same subnet or VLAN as the computer or display on which SMART TeamWorks is installed. For example, if the computer or display is connected to the XYZ network, the device should also be connected to the XYZ network.

    Note 

    This is not required if your organization has SMART TeamWorks Server installed.

  • Open the SMART TeamWorks settings window and make sure the screen share service is running. See the SMART TeamWorks Connected and Room edition installation and configuration guide for details.

Issue

Cause

Solutions

The display’s name does not appear in the list of devices.

The computer, display, or mobile device are not set to the correct date and time.

  • Make sure the computer, SMART Board interactive display, and mobile device are set to the correct date and time.

The display’s name appears in the list of available devices but you can't connect to it.

The network was not properly configured for screen sharing.

The device can connect to the display, but the video quality is poor or the device disconnects frequently.

The video quality or resolution needs to be adjusted.

  • Reduce the source video device resolution to 1920 × 1080 or lower.

  • Sharing videos or playing video games with frequent screen updates requires more network bandwidth. Try reducing the video quality to improve performance.

  • Your device might not be optimized for sharing its screen and is limited to lower quality performance. Try connecting with a different device.

  • If you’re using Miracast on a Windows 10 computer to share a screen that has an aspect ratio other than 16 × 9, select Extend instead of Duplicate. The computer extends its desktop to the display and scales the video accordingly.

The video has no audio.

The volume on the device is muted or too low.

  • Make sure the volume on your device is turned up and the display is not muted.

  • Make sure the devices' Ring/Silent switch isn’t set to silent.

The meeting room’s computer’s default audio device is set to the wrong device.

Check that the display (if no external speakers are connected) or the connected external speakers are selected as the default audio device for the computer on which SMART TeamWorks is installed:

  1. On the meeting room’s computer, open the Start menu and enter Sound in the search box and click Sound.

  2. Click Playback, and make sure either the display or the connected speakers are selected as the default device.

Parts of the image do not display correctly when using Google Cast to share a streaming video.

You shared only a Chrome browser tab, not the whole desktop.

If you're sharing a Chrome browser tab , try to share the entire desktop. See Sharing content from the Chrome browser with Google Cast for more information.

For more information about the Google Cast browser extension, see Casting a Chrome tab or entire desktop.

Miracast is not working.

The computer doesn’t have the latest operating system update applied.

Check for and apply the latest Windows update.

Miracast requires Windows 10 with the Fall Creators Update 1803. This is the minimum requirement, however SMART recommends checking for and applying the latest updates.

If the previous solutions don't resolve the issue:

Issue

Cause

Solutions

Screen sharing is not working.

The meeting room computer’s firewall or antivirus software is blocking network access.

Contact your IT Administrator to check the following for the meeting room’s computer:

  1. Check the computer’s firewall to make sure the following apps are allowed:

    Name

    Domain

    Private

    Public

    SMARTTeamWorks Server

    þ

    þ

     

    AirServer

    þ

    þ

    þ

  2. Check the security settings of all third-party security applications, such as Norton Security, Kaspersky, McAfee, and so on, and allow the following applications:

    • SMARTTeamWorks Server

    • AirServer

  • The network must be configured to run Bonjour and mDNS, and Multicast must be enabled.

Your device’s firewall or antivirus software is blocking network access.

  • Your antivirus product might be blocking access. See the antivirus product’s help for more information.

  • For Mac computers, there might be an issue with the Mac firewall. See OS X: About the application firewall.

Mobile devices and computers can’t find the display.

The required ports are not opened on the computer.

  • Organizations often block a number of network ports. Ask your IT administrator to allow:

    • TCP ports 7000, 8008, 8009, 47000, 7100, 49228, 50259

    • UDP ports 62572 and 54780

    • If using Google Cast, UDP port 1900

    • If using Windows computer or a Mac computer, UDP port 5353.

    • If using Miracast, UDP port 5353, UDP / TCP port 7236 and 50000, and TCP port 7250

    See the Network readiness section of the SMART TeamWorks Connected and Room edition installation and configuration guide

  • The display’s casting ID might not yet have propagated through the network or may be cached on the network when it’s not actually available.

    Wait several minutes and try to connect again.

  • Wireless isolation (AP Isolation) may be turned on for the wireless router. It must be turned off.

Screen Share app closes unexpectedly or the video stops playing on the display.

The network is unstable or bandwidth is limited.

  • If your display is connected to a 2.4 GHz network, connect to a 5 GHz network.

  • Select a less congested Wi-Fi channel.

Issue

Cause

Solutions

Speech to text is not working.

The computer’s Windows speech services are not on.

To use SMART TeamWorks' voice to text feature, the Windows speech service must be enabled in the Windows Privacy Settings.

Note 

If the computer has been configured as a Kiosk, contact your IT Administrator to help troubleshoot this issue. A kiosk-style computer does not display the Windows task bar or Start menu.

To enable speech to text

  1. From the Windows Start menu, click Settings to open Windows Settings, then select Privacy.

  2. Under Windows permissions, select Speech, inking, & typing.

  3. Click Turn on speech services and typing suggestions.

  4. In the dialog box that appears, click Turn on to confirm you want to turn on speech services.

Voice commands are not working.

The microphone isn’t plugged in.

Connect a microphone to the computer on which SMART TeamWorks is installed and make sure that the computer recognizes it.

The microphone or other recording device is not enabled in the Windows settings.

Confirm the recording device is enabled in the Windows 10 settings. SMART TeamWorks must be granted permission to use the microphone in the Windows Privacy settings.

Note 

If the computer has been configured as a Kiosk, contact your IT Administrator to help troubleshoot this issue. A kiosk-style computer does not display the Windows task bar or Start menu.

To enable a microphone

  1. From the Windows Start menu, click to open Windows Settings, then select Privacy.

  2. Under App permissions, select Microphone.

  3. Turn on the Let apps use my microphone option.

  4. Test the microphone to ensure it is set up correctly. See How to set up and test microphones in Windows 10.

SMART TeamWorks was started using administrative permissions.

Voice commands do not work if SMART TeamWorks was started as an administrator (in other words, you right-clicked the SMART TeamWorks icon on the desktop and selected Run as Administrator). Close SMART TeamWorks and start it normally.

Note 

If the computer has been configured as a Kiosk, contact your IT Administrator to help troubleshoot this issue. A kiosk-style computer does not display the Windows task bar or Start menu.

To exit SMART TeamWorks

  1. In the Windows notification area, right-click the TeamWorks logo and click Exit. You may need to click the up arrow to see the SMART TeamWorks icon.

The Voice tab doesn’t appear in the settings window.

The microphone isn’t plugged in.

Connect a microphone to the computer on which SMART TeamWorks is installed and make sure that the computer recognizes it.

The Voice tab in the settings window and the related voice command service appear only if a microphone is connected and recognized by the computer.

Issue

Cause

Solutions

The QR code and/or the whiteboard connection credentials (meeting ID, URL, or PIN) isn’t showing in the whiteboard.

The QR code is not enabled in SMART TeamWorks’ settings.

Enable the QR code in the settings window:

  1. Tap Settings or press ALT + S to open the settings window.

    Note

    If you are asked to enter a password to open the settings window, the IT Administrator has locked the settings. You will need to contact the administrator to troubleshoot this issue.

  2. Open the Whiteboard tab and enable the QR code always visible in whiteboard option.

The meeting service is not on.

Check that the meeting service is running:

  1. Tap Settings or press ALT + S to open the settings window.

    Note

    If you are asked to enter a password to open the settings window, the IT Administrator has locked the settings. You will need to contact the administrator to troubleshoot this issue.

  2. Open the Server tab to verify that the meeting server service is running. If it is, a green box appears that says Running.

  3. If Stopped appears in a red box, enable the Autostart option and click Start to turn on the meeting server service.

    If the meeting service tries to start but then stops, have your IT Administrator check the computer’s firewall and security settings. See the next solution for details.

Your organization’s firewall or security settings are blocking SMART TeamWorks applications, causing the meeting service to stop running.

Contact your IT Administrator to:

  1. Check the computer’s firewall to make sure the following apps are allowed:

    Name

    Domain

    Private

    Public

    SMARTTeamWorks Server

    þ

    þ

     

    AirServer

    þ

    þ

    þ

  2. Check the security settings of all third-party security applications, such as Norton Security, Kaspersky, McAfee, and so on, and allow the following applications:

    • SMARTTeamWorks Server

    • AirServer

You can’t join a whiteboard session using the SMART TeamWorks Contributor app.

Your organization doesn’t have SMART TeamWorks Connected edition.

Contact your IT Administrator to confirm what edition of SMART TeamWorks the meeting room has. Room edition does not support the Contributor app.

If the meeting room has Connected edition installed, see the next issue listed here.

Your device is not connected to the same network as the meeting room’s computer.

If your organization has SMART TeamWorks Connected edition without SMART TeamWorks Server, your device must be connected to the internet using the same network/subnet as the meeting room’s computer. Contact your IT Administrator for help connecting to the same network / subnet as the meeting room’s computer.

People can connect to a whiteboard session from a different network only when SMART TeamWorks Server is installed.

The meeting service is not on.

Check that the meeting service is running:

  1. Tap Settings or press ALT + S to open the settings window.

    Note

    If you are asked to enter a password to open the settings window, the IT Administrator has locked the settings. You will need to contact the administrator to troubleshoot this issue.

  2. Open the Server tab to verify that the meeting server service is running. If it is, a green box appears that says Running.

  3. If Stopped appears in a red box, enable the Autostart option and click Start to turn on the meeting server service.

    If the meeting service tries to start but then stops, have your IT Administrator check the computer’s firewall and security settings. See the next solution for details.

Your organization’s firewall or security settings are blocking SMART TeamWorks applications, causing the meeting service to stop running.

Contact your IT Administrator to:

  1. Check the computer’s firewall to make sure the following apps are allowed:

    Name

    Domain

    Private

    Public

    SMARTTeamWorks Server

    þ

    þ

     

    AirServer

    þ

    þ

    þ

  2. Check the security settings of all third-party security applications, such as Norton Security, Kaspersky, McAfee, and so on, and allow the following applications:

    • SMARTTeamWorks Server

    • AirServer

You organization has not opened port 8033

Contact your IT Administrator to ensure port 8033 is opened.

The Invite to Meeting button is missing from the whiteboard.

The email settings (SMTP) were not entered correctly when SMART TeamWorks was connected.

Ask the IT Administrator to update the SMTP details in the settings window:

  1. Tap Settings or press ALT + S to open the settings window.

  2. Open the Settings tab and enter the correct credentials for the meeting room under SMTP settings.

  3. Click Test to check the settings are correct.

Issue

Cause

Solutions

You can’t send a meeting recap using email.

You can’t send files from the whiteboard using email.

The computer isn’t connected to the internet.

Check that the meeting room computer is connected to the network:

  • If you're using a wired connection, make sure the cable is plugged in.

  • Look at the Notification area in the Windows taskbar. If the computer has an internet connection, you should see one of these icons:

    internet access or network connection

If you still can't use email, there may be an issue with SMART TeamWorks's email settings used to configure SMART TeamWorks.

The email settings (SMTP) were not entered correctly when SMART TeamWorks was configured.

Ask the IT Administrator to update the SMTP details in the settings window:

  1. Tap Settings or press ALT + S to open the settings window.

  2. Open the Settings tab and enter the correct credentials for the meeting room under SMTP settings.

  3. Click Test to check the settings are correct.

I can’t attach the original copies of my meeting files when creating a meeting recap.The original files were not added to the Meeting folder in the SMART TeamWorks whiteboard’s File manager.

Add original copies of the files to the Meeting folder in the whiteboard’s file manager.

Now you can drag and drop the file into the whiteboard.

Note 

Files added to the whiteboard are converted to PDFs. After files are added, they are considered "modified" versions. Notes and mark ups you make to the file in the whiteboard are saved to the modified file.

Later, when you create a recap, the original and modified versions of the file should be available.

Tip 

If your organization has SMART TeamWorks Server installed, you can attach files to the meeting invitation when scheduling a SMART TeamWorks meeting. Files attached to the meeting invitation are available in the Meeting folder by default when the scheduled meeting is started.

Issue

Cause

Solutions

Using ultrasonic pairing to join a SMART TeamWorks whiteboard session is not working.

You are trying to use ultrasonic pairing outside of the whiteboard.

Confirm that you are in the SMART TeamWorks whiteboard. The ultrasonic signal is emitted only when a whiteboard session is open.

Ultrasonic pairing isn’t enabled in the SMART TeamWorks Contributor app on your device.

Confirm that ultrasonic pairing is turned on in the SMART TeamWorks Contributor app on your device. This option is located in the app’s settings.

To enable ultrasonic pairing in the Contributor app for iOS or Android

  1. From the home screen, tap Settings (iOS) or Settings (Android) to open the Settings screen.

  2. Locate and enable the Ultrasonic Pairing option.

To enable ultrasonic pairing in the Contributor app for Windows 10

  1. Open the Contributor app from your desktop.

  2. Click the ultrasonic pairing button to turn it on.

    The icon turns green when ultrasonic paring is on.

Ultrasonic pairing isn’t enabled in SMART TeamWorks on the meeting room’s computer.

Confirm that the ultrasonic options are enabled in SMART TeamWorks Connected edition:

  1. Tap Settings or press ALT + S to open the settings window.

    Note

    If you are asked to enter a password to open the settings window, the IT Administrator has locked the settings. You will need to contact the administrator to troubleshoot this issue.

  2. Open the Whiteboard tab. Under Ultrasonic settings, select the Enable sending meeting data option.

The speakers are not set up correctly on the computer.

Confirm that the speakers are properly configured and can emit sound. Turning the sound up and down on the computer should play back a standard Windows notification sound to indicate that the speakers are working.

If the speakers are not set up, see Microsoft’s Windows support for fixing sound problems.

The speakers do not support the required frequency for ultrasonic pairing.

To support ultrasonic pairing, the speakers must support a frequency range of 17.5 and 20 kHz. If the speakers do not support this range, ultrasonic pairing may not work or will work only sporadically.

If the speakers do support this frequency range and you are still experiencing issues, there may be signal interference from other sources. Use a spectrum analyzer to troubleshoot this. See smarttech.com/kb/171398.

Tip 

Several free spectrum analyzers are available on Google Play and iTunes App Store.

Issue

Cause

Solutions

The calendar isn’t showing or can’t connect to your organization’s Microsoft Exchange calendar

The correct Exchange credentials for the room account were not entered in the SMART TeamWorks settings.

Verify the Exchange credentials for the room account with your organization’s Network Administrator and make sure they've been entered correctly in the settings:

  1. Tap Settings or press ALT + S to open the settings window.

    Note

    If you are asked to enter a password to open the settings window, the IT Administrator has locked the settings. You will need to contact the administrator to troubleshoot this issue.

  2. Open the Launcher tab. Under the Calendar Settings section, select Microsoft Exchange as the service type.

  3. Enter the rest of the room account’s Exchange credentials as provided by the Network Administrator.

    For complete instructions on configuring the calendar, see the installation and configuration guide (smarttech.com/kb/171392).

The room account was not created in Exchange correctly.

Room resource accounts on your organization’s Exchange must be created following the instructions provided in the installation and configuration guide (smarttech.com/kb/171392). Ask your IT Administrator/Network administrator to create a room resource account according to those instructions.

The Subject, Participants, or other items related to the meeting are not showing in the Calendar.

The calendar’s display options are not enabled in SMART TeamWorks’ settings.

Enable the calendar’s display options in SMART TeamWorks’ settings:

  1. Tap Settings or press ALT + S to open the settings window.

    Note

    If you are asked to enter a password to open the settings window, the IT Administrator has locked the settings. You will need to contact the administrator to troubleshoot this issue.

  2. Open the Launcher tab. Under Calendar settings, select the display options you want.

The room account was not created in Exchange correctly.

Room resource accounts on your organization’s Exchange must be created following the instructions provided in the installation and configuration guide (smarttech.com/kb/171392). Ask your IT Administrator/Network administrator to create a room resource account according to those instructions.

The web conferencing icon does not appear for a scheduled meeting in the SMART TeamWorks calendar.

Your organization is using a customized (vanity) URL in your web conferencing software’s settings.

Have your organization’s IT Administrator confirm that your organization is using a supported format.

SMART TeamWorks supports web conferencing URLs that use one of these formats:.

  • webex.com

  • meet.google.com

  • gotomeeting.com

  • conx.infocus.net

  • join.me

  • call.lifesizecloud.com

  • teams.microsoft.com

  • sharpshell.cn

  • meet.lync.com

  • zoom.us

If your organization uses a vanity URL, you will have to launch the web conferencing software separately, or install SMART TeamWorks Server which can be configured to support vanity URLs.

For information about resolving issues with SMART Board 7000 and 7000 Pro series interactive displays, seeTroubleshooting your SMART Board 7000 or 7000 Pro.

For information about resolving issues with SMART Board 6000 and 6000 Pro series interactive displays, seeTroubleshooting your SMART Board 6000 or 6000 Pro.

Tip 

Don’t know which display you have? Click one of the links above and then use theIdentify your model wizard to find out.

These pages explain how to resolve a variety of common issues with the display, including issues with:

  • Power

  • Presence detection

  • Video

  • Image quality

  • Audio

  • Touch and digital ink

  • Remote management

  • iQ experience

  • Intel Compute Card

Issue

Cause

Solutions

After starting SMART TeamWorks on a SMART Board 7000 or 6000 series interactive display, all pen colors write in black ink. SMART Ink was not running before SMART TeamWorks was started.

Exit SMART TeamWorks, then start SMART Ink. After SMART Ink is running, start SMART TeamWorks again.

Note 

If the computer has been configured as a Kiosk, contact your IT Administrator to help troubleshoot this issue. A kiosk-style computer does not display the Windows task bar or Start menu.

If SMART TeamWorks was configured to start automatically when the computer is turned on or logged into, ask your IT Administrator to edit the Windows task scheduler settings for SMART TeamWorks to add a delay of 30 seconds or more depending on your hardware’s configuration.

To edit Windows task scheduler settings for SMART TeamWorks

  1. Tap or click the Start button.

    OR

    Tap or click the Cortana button.

  2. Type Task Scheduler, then select the Task Scheduler desktop application.

  3. In the Task Scheduler Library, right-click SMART TeamWorks and select Properties.

  4. Open the Triggers tab and edit the At log on trigger.

  5. Under Advanced settings, set the Delay task for to 30 seconds.

Issue

Cause

Solutions

Screen sharing stops working suddenly.

Connection to a whiteboard session stops working.

Overall, the connection is intermittent.

The internet connection was set up using a Wi-Fi connection.

If possible, connect your computer to the router using an Ethernet cable. Using a wired network connection can free wireless bandwidth and reduce latency to provide a better user experience.

For comprehensive instructions on resolving network connection issues in Windows, see Fix network connection issues in Windows.

Issue

Cause

Solutions

SMART TeamWorks runs automatically when the computer starts.

When SMART TeamWorks was installed, the Start SMART TeamWorks automatically on startup option was selected.

If you would prefer that SMART TeamWorks not start automatically, you can disable the behavior in the computer’s settings.

To disable auto-start for SMART TeamWorks

  1. Tap or click the Start button.

    OR

    Tap or click the Cortana button.

  2. Type Task Scheduler, then select the Task Scheduler desktop application.

  3. In the left window pane, select Task Scheduler Library.

  4. In the middle window, right-click SMART TeamWorks and select Disable.

SMART TeamWorks doesn’t start; the loading screen doesn't respond.The Magic Marker service was turned on in SMART TeamWorks’s settings.

Third-party Magic Marker tools are not currently supported by SMART TeamWorks. Contact your IT administrator and have them uninstall and reinstall SMART TeamWorks on the computer, making sure to not start the Magic markers service in the Tools tab of the settings window.

SMART TeamWorks starts after being frozen on the loading screen

The Magic Marker service was turned on in SMART TeamWorks’s settings.

Disable the Magic Marker service in the settings window. SMART TeamWorks does not currently support third-party Magic Markers tools. If those tools are enabled, SMART TeamWorks might take longer to start as it tries to initialize the Magic Marker service.

To disable the Magic Markers service

  1. Tap Settings or press ALT + S to open the settings window.

    Note

    If you are asked to enter a password to open the settings window, the IT Administrator has locked the settings. You will need to contact the administrator to troubleshoot this issue.

  2. Open the Tools tab.

  3. Click Start and clear the Autostart check box.

Overview

Troubleshooting and resolving issues withSMART TeamWorks software

Product

  • SMART TeamWorks

Keywords

  • troubleshooting
  • screen share
  • connection issues
  • SMART Board interactive display
  • server
  • network
  • general issues
  • voice commands