Troubleshooting your display

This page explains how to resolve a variety of common issues with the display and the optional SMART OPS PC module. If the symptoms you're encountering aren't addressed below or the solutions don't work, refer to the SMART knowledge base for additional troubleshooting information.

  • community.smarttech.com/s/topic/0TOU0000000kAJ0OAM/interactive-displays

ClosedResolving general issues

Symptom

Troubleshooting steps

You've forgotten the lock screen passcode or settings passcode.

Contact SMART Support.

The display can't connect to a 5 GHz wireless network.

The wireless network may be operating on bands that the display doesn't support. Contact your network administrator.

Ensure both antennas are correctly installed on the display.

Note

The range of a 5 GHz wireless connection is more limited than that of a 2.4 GHz connection. 5 GHz connections are also more susceptible to interference from obstacles between the access point and the display, such as large metallic objects.

The pen is broken.

Contact SMART Support.

You need to identify the display.

See Identifying your specific model.

An app is missing or not available.

The app might not be included with the SMART Board GX series interactive display.

See Using apps on the display.

Note

Apps that require Google Play Services (such as the Google Play store) cannot be used on the display.

ClosedThe display isn't turning on

Symptom

Troubleshooting steps

The status light isn't lit.

  • Make sure the power cable is securely fastened to the power outlet and the display.

    Note

    If the power cable is connected to a power bar, make sure the power bar is securely fastened to the power outlet and turned on.

  • Make sure the switch beside the AC power inlet is in the ON (I) position.

  • Make sure the power outlet is working by testing it with a different device.

  • Make sure the power cable is working by testing it with a different device.

The status light is lit red and the screen is blank.

  • Press the Power button on the front of the display or on the remote control.

  • Restart the display.

    See Turning the display on or off.

The status light is lit green, but the screen is blank.

  • Wait up to 30 seconds, or press the Power button to determine if the problem is with an external video source.

    See The screen is blank or there's a problem with the image on the screen.

  • Press the Home button on the front control panel. If the Home screen is displayed, check the external video source and connecting cables.

  • Disconnect any cables from the display's HDMI Output connectors (if used) to determine whether equipment connected to the HDMI output port is causing the problem.

ClosedThe display is turning off when it shouldn't

Symptom

Troubleshooting steps

The display turns off or enters Standby mode when it shouldn't.

  • Check the power off timer setting to determine whether there's an issue is with the setting's configuration.

    See Power settings.

  • Check the automatic no-signal setting to determine whether there's an issue is with the setting's configuration.

    See Source settings.

  • If the display is connected to a room control system via the RS-232 connection, disconnect it to determine if the problem is being caused by the room control system.

ClosedThe screen is blank or there's a problem with the image on the screen

Symptom

Troubleshooting steps

The screen is blank when the status light is green.

  • Make sure the screen is working by pressing the Home button on the front control panel.

  • Make sure any connected computers are on and not in Standby mode.

  • Restart the display and any connected computers.

    See Turning the display on or off.

  • Replace the video cables that connect any computers to the display to determine if the issue is with the cables.

  • Ensure video cables that connect any computers to the display meet the recommended specifications.

    See Using recommended cables.

  • Ensure that any connected computer's external video port is enabled, and is set to output a supported display resolution.

    Note

    The following resolutions are recommended: 3840 × 216 or 1920 × 1080.

A computer is connected to the display, but only a "No signal" message appears on the screen.

  • Make sure the computer is connected to the currently selected input.

  • If the currently selected input is a computer, make sure the computer is not in Standby mode.

  • If the currently selected input is a laptop, make sure that the laptop's external display port is enabled.

  • Ensure video cables that connect any computers to the display meet the recommended specifications.

    See Using recommended cables.

The image on the screen is distorted.

OR

There are lines, snow or, other visual noise on the screen.

OR

The image is flickering or flashing.

OR

The image is dim.

  • Press the Home button on the front control panel. If the Home screen appears correctly, the issue is with the video input.

  • Switch to a different input and then back to the first input.

  • Make sure any connected computers are on and not in Standby mode.

  • Restart the display and any connected computers.

    See Turning the display on or off.

  • Make sure the computer's display output is configured to a recommended resolution and refresh rate for the display's inputs.

    Note

    The following resolutions are recommended: 3840 × 216 or 1920 × 1080.

    See Setting a connected computer's resolution and refresh rate.

  • Replace the video cables that connect any computers to the display to determine if the issue is with the cables.

  • Ensure video cables that connect any computers to the display meet the recommended specifications.

    See Using recommended cables.

There are bright spots on the screen.

  • Press the Home button on the front control panel. If it appears correctly, the issue is with the video input.

  • Take a photograph of the screen and send it to SMART support. If SMART support determines that the issue is with the screen and the display is under warranty, you may be eligible for a replacement.

Colors don't appear correctly.

  • Check the Image mode settings.

    See Image, audio, and menu setting.

  • Be aware that if two or more displays are mounted side-by-side, there will be minor differences in colors across the displays. This issue is not unique to SMART products.

  • If the screen is completely lacking one color or the color problems occur on the Home screen, provide a photo of the screen to SMART support.

  • If you're using an analog video input, such as VGA, AV, or YPbPr, use a different cable or connect a different source to see if the issue is with the cable or input source.

The image is cut off or shifted to the left or right.

  • Adjust any connected computer's video settings, particularly zoom, crop, and underscan.

    See the computer's operating system documentation.

  • If any connected computers' desktops are entirely black, change them to dark gray or a different color.

  • If any connected computers' desktops are extended across multiple screens, duplicate the desktops across the screens or set the display as the only screen.

The image doesn't fill the entire screen.

  • Adjust any connected computers' video settings, particularly overscan.

    See the computer's operating system documentation.

  • Make sure the connected computer's video connector is configured to output a supported video signal. See No video display output from a laptop.

A persistent image appears on the display.

  • See Image persistence or burn in on LCD displays.

The video from a device connected to the display's USB Type-C connector doesn't appear on the display's screen.

  • Make sure the connected device supports Display Port Alternate Mode via USB Type-C. If there is no DP logo beside the USB Type-C connector on the device, it may not support Display Port Alternate Mode.

  • Make sure the cable connecting the device to the display supports SuperSpeed USB data speeds of 5 Gbps (or above). The cable should be marked with the SuperSpeed USB logo. The absence of this logo may indicate the cable doesn't support a SuperSpeed USB data connection that's required for Display Port Alternate Mode.

ClosedThere's no sound or there's a problem with the sound

Symptom

Troubleshooting steps

There's no sound.

OR

There is sound, but the volume is low.

OR

The sound is distorted or muffled.

  • If you're using an external audio system, make sure it is turned on. Use of an external audio system must also be enabled in display settings.

    See Image, audio, and menu setting.

  • Make sure the cables connecting the display to the computer are securely fastened.

    Notes

    • The display's stereo 3.5 mm in connector works with the VGA input only.

    • Connecting an audio cable to the display's stereo 3.5 mm out connector disables the internal speakers.

    • If you're using the display's S/PDIF out connector to connect a sound bar or receiver for external speakers, see Connecting an external audio system.

  • If you're using the display's stereo 3.5 mm out connector, adjust the volume on both the display and the connected computer and make sure neither is muted.

  • If you're using the display's S/PDIF out connector, adjust the volume on the external audio system and make sure the audio system isn't muted.

  • Adjust the display's audio settings.

    See Image, audio, and menu setting.

  • If you're using the integrated speakers, set the volume for the computer and any running applications to 80%, and then adjust the display's volume.

    OR

    If you're using an external audio system, set the volume for the computer, any running applications and the display to 80%, and then adjust the external audio system's volume.

There is a whine or buzzing sound coming from the back of the display.

  • Be aware that these sounds are normal. All displays emit some electrical noise. Such sounds may be more noticeable with some displays than with others. However, if you hear noise from the front of the display, further investigation is required.

  • Connect all devices to the same power outlet or power bar.

ClosedTouch isn't working as expected

Symptom

Troubleshooting steps

The display doesn't respond to touch on the Home screen with no computer connected.

  • If a lock icon appears briefly on the left and right sides of the screen, the Lock screen feature is enabled. To un-lock the screen, try either of the following procedures:

    • Touch the lock icon when it appears.

    • Use either the display's remote control or a USB mouse connected to the Service connector on the side connector panel to access Display Settings > Lock and remote control, and disable the Touch lock setting.

      See Side and bottom connector panels and Adjusting display settings.

  • Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared audio devices, or move the display to another location in the room.

  • Restart the display.

    See Turning the display on or off.

The display doesn't respond to touch when viewing the input from a connected computer.

  • Make sure SMART Product Drivers 12.17 SP1 or later are installed and running on any connected computers.

  • Make sure the USB cable between the display and the computer doesn't exceed the supported maximum cable length. See Using recommended cables.

  • Make sure any connected computers have detected the display's USB connection and SMART Product Drivers 12.17 SP1 or later are installed.

  • For Mac computers with macOS Mojave, see How to resolve issues with installing and using SMART Learning Suite software on macOS Mojave.

When viewing the image from a connected computer, the display responds to touch intermittently.

OR

When you touch the screen, the pointer doesn't appear in the correct place.

  • Restart the display.

    See Turning the display on or off.

  • Make sure SMART Product Drivers and SMART Ink are installed and running on any connected computers.

  • Confirm with the installers that the computer is connected to the display with only a single cable.

  • Update SMART product drivers.

  • Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared audio devices, or move the display to another location in the room.

  • Remove any USB extenders to help isolate the USB cable.

  • Update the firmware.

  • Make sure the video and USB cables that connect any computers to the display are connected using the correct connectors on the display.

  • Make sure the USB cable between the display and the computer doesn't exceed the supported maximum cable length. See Using recommended cables.