Overview

Resolving issues with a SMART Board 6000 or 6000 Pro series interactive display

Products

Concepts

• troubleshooting
• power
• presence detection sensors
• proximity sensors
• video
• image quality
• audio
• touch and digital ink
• remote management
• room control
• iQ experience
• Intel Compute Card
• software

Solid white

Normal operation

• [N/A]

Off

Not receiving power

Solid amber

DPMS (power management) mode

• Press the Standby button to exit DPMS mode.

• Connect an input source.

Slowly flashing amber

Standby mode

• Press the Standby button to exit Standby mode.

• If presence detection is enabled, move in range of the presence detection sensor.

• If Wake to Touch is enabled, touch the screen.

Flashing amber

No USB connection from the connected computer

• Verify the connections to the computer.

• Switch to the computer’s input.

  See Viewing a connected computer’s input.

Slowly flashing white

SMART Board service not running on the connected computer

• Ensure that SMART Product Drivers is installed and that the SMART Board service is running.

The display doesn’t turn on and its power 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 display turns on, its power light is lit, but nothing shows on the screen.

• See Resolving issues with video.

• Restart the display.

  See Turning the display off and back on.

The display doesn’t turn on when you use a connected computer’s mouse or keyboard.

• Make sure the computer is on.

• Make sure the display is in Power Save mode rather than Standby mode. You can enable Power Save mode from the on-screen display menu.

  For SPNL‑6000‑V3/SBID‑6000 models, see Power Save

  For SPNL‑6000‑V2 and SPNL‑6000P models, see Power Save.

  For SPNL‑6000‑V1 models, see Power Save.

  Also see Understanding the SMART Board 6000 series and 8000i-G5 series interactive flat panels’ power modes.

  Note

  The display’s power light is solid amber when the display is in Power Save mode.

You’re experiencing other issues with power, or the previous solutions don’t resolve the issue.

• Refer to the SMART knowledge base to troubleshoot additional issues with power.

The display doesn’t turn on when users enter the room.

• Make sure all cables are securely connected and presence detection is enabled.

  For SPNL‑6000‑V3/SBID‑6000 models, see Proximity.

  For SPNL‑6000‑V2 and SPNL‑6000P models, see Proximity.

  For SPNL‑6000‑V1 models, see Proximity.

• Make sure nothing is blocking the presence detection sensor.

The display turns on when it shouldn’t.

• Set the Re‑enable Time option so that users have enough time to leave the room.

  For SPNL‑6000‑V3/SBID‑6000 models, see Proximity.

  For SPNL‑6000‑V2 and SPNL‑6000P models, see Proximity.

  For SPNL‑6000‑V1 models, see Proximity.

• Check for and, if possible, move the display away from the following:

  • Direct sunlight

  • Bright lights

  • Forced air ducts

  • Plasma displays

  • Infrared audio systems and other infrared sources

  • Polished floors, glass walls, or other reflective surfaces

• Be aware that the display’s presence detection range is 16' (5 m).

The display doesn’t wake when users touch the screen.

• Make sure users touch the screen for at least one second.

• Be aware that SPNL‑6000‑V1 models with scaler firmware 1.1.0.6 or earlier don’t wake when you touch the screen.

You’re experiencing other issues with presence detection or Wake to Touch, or the previous solutions don’t resolve the issue.

• Refer to the SMART knowledge base to troubleshoot additional issues with presence detection.

The front control panels don’t respond when you press them.

• Re-enable the front control panel by pressing the Standby button until the buttons light.

You’re experiencing the following or similar issues with video:

• The video is distorted.

• There is visual noise.

• The image is dim.

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

• Set connected computers’ resolution and refresh rate to values that the display supports.

  See Setting the resolutions and refresh rates of computers you want to connect to the display.

• Restart the display and any connected computers.

  See Turning the display off and back on.

• Replace the video cable connecting the computer to the display to determine if the issue is with the cable.

The display is on, but nothing shows on the screen.

• If the power light is solid or slowly flashing amber, press the Power button to turn on the display.

  See Understanding the SMART Board 6000 series and 8000i-G5 series interactive flat panels’ power modes.

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

• Make sure that the screen is working by opening the on-screen display menu.

• Restart the display and any connected computers.

  See Turning the display off and back on.

• Replace the video cable connecting the computer to the display to determine if the issue is with the cable.

A computer is connected to the display, but only a “No Signal” or “Initializing” message appears on the screen.

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

One or more video inputs don’t work with the Multi‑Window feature.

• Make sure the Multi-Window feature is set correctly.

  See Multi-Window menu options.

You want to output video to another display.

• Be aware that only displays with newer AM30 or AM40 appliances support video output.

• See Using a secondary display.

You’re experiencing other issues with video, or the previous solutions don’t resolve the issue.

• Refer to the SMART knowledge base to troubleshoot additional issues with video.

You’re experiencing the following or similar issues with image quality:

• There are lines or snow on the screen.

• The image if flickering or flashing.

• Set the connected computer’s resolution and refresh rates to values that the display supports.

  See Setting the resolutions and refresh rates of computers you want to connect to the display.

• Open the on-screen display menu. If it appears correctly, the issue is with the video input.

• Adjust the display’s image settings.

  For SPNL‑6000‑V3/SBID‑6000 models, see Picture menu options.

  For SPNL‑6000‑V2 and SPNL‑6000P models, see Picture menu options.

  For SPNL‑6000‑V1 models, see Picture menu options.

• Restart the display.

  See Turning the display off and back on.

There are dead or stuck pixels on the screen.

• See Pixel problems.

There are bright spots on the screen.

• Open the on-screen display menu. 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.

The image isn’t clear. There are lines, double images or other distortions.

• Adjust the display’s image settings.

  For SPNL‑6000‑V3/SBID‑6000 models, see Picture menu options.

  For SPNL‑6000‑V2 and SPNL‑6000P models, see Picture menu options.

  For SPNL‑6000‑V1 models, see Picture menu options.

Colors don’t appear correctly.

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

• When using the Multi-Window feature, be aware that each video input has its own image settings.

• Perform a factory reset.

  For SPNL‑6000‑V3/SBID‑6000 models, see Factory Reset.

  For SPNL‑6000‑V2 and SPNL‑6000P models, see Factory Reset.

  For SPNL‑6000‑V1 models, see Factory Reset.

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

• Adjust any connected computers’ video settings, particularly zoom, crop and underscan.

  See the computer’s operating system documentation.

• If the computer’s desktop is entirely black, change it to dark gray or a different color.

• If the computer’s background is extended across multiple screens, duplicate the desktop 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.

A persistent image appears on the display.

• See Image persistence or burn in on LCD displays.

You’re experiencing other issues with image quality, or the previous solutions don’t resolve the issue.

• Refer to the SMART knowledge base to troubleshoot additional issues with image quality.

You’re experiencing the following or similar issues with audio:

• No sound is coming from the speakers.

• Sound is coming from the speakers, but the volume is low.

• The sound is distorted or muffled.

• If you’re using an external audio system, make sure it is turned on.

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

• Adjust the volume on the display and the connected computer and make sure neither are muted.

• Adjust the display’s audio settings.

  For SPNL‑6000‑V3/SBID‑6000 models, see Sound menu options.

  For SPNL‑6000‑V2 and SPNL‑6000P models, see Sound menu options.

  For SPNL‑6000‑V1 models, see Sound menu options.

• 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.

You’re experiencing other issues with audio, or the previous solutions don’t resolve the issue.

• Refer to the SMART knowledge base to troubleshoot additional issues with audio.

You’re experiencing the following or similar issues with touch and digital ink:

• When users touch or write on the screen, the pointer or digital ink appears in the wrong place.

• A “Limited Functionality” message appears when users touch or attempt to write on the screen.

• Touch and digital ink are intermittent.

• The display only responds to touch on part of the screen.

• Digital ink disappears as you write.

• Digital ink colors change unexpectedly.

• Make sure that the pen is touching the interactive surface within a 45° angle and that your hand is not covering the pen’s IR cone.

• If you’re using two pens, make sure they’re at least 2' (5 cm) apart.

• Restart the display.

  See Turning the display off and back on.

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

• Clean the cameras and the frame on all four sides to ensure no dust or objects are obstructing the cameras’ view.

• Calibrate the display.

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

• Use a known working pen from another display to check if the issue is being caused by the pen.

• 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.

• Use SMART Diagnostics to confirm if one or more of the display’s cameras has failed.

  See Using the View menu.

• Update the firmware.

  Note

  Always calibrate the panel after updating the firmware.

• Remove the display from the wall, calibrate it and confirm if this resolves the issue. If it does, check the wall and wall mount for issues.

The display responds to touch but not to writing with a pen.

• Reinstall or update SMART Product Drivers.

The display doesn’t respond to touch or writing with a pen.

• Make sure any connected computers have detected the display’s USB connection and installed drivers. On Windows computers, open Device Manager and make sure there is no red X or yellow explanation mark (!) over the display’s icon. On Mac computers, open System Information and ensure there are no error messages in the display’s row.

The display doesn’t respond to touch when you’re using the Multi‑Window feature.

• Be aware that the Multi‑Window feature doesn’t support touch.

You can’t write or draw in Microsoft Office.

• Make sure Microsoft Office 2013 or later is installed.

• Reinstall or update SMART Product Drivers and SMART Ink.

SMART Ink toolbars appear even when you don’t pick up a pen

• If two or more displays are mounted on the same wall, make sure they are mounted in such a way that their cameras don’t interfere with each other.

You’re experiencing other issues with touch and digital ink, or the previous solutions don’t resolve the issue.

• Refer to the SMART knowledge base to troubleshoot additional issues with touch and digital ink.

You’re experiencing general issues with remote management.

• Make sure all the cable connections are secure.

• Be aware that some commands work only when the display is on.

  For SPNL‑6000‑V3/SBID‑6000 models, see SPNL‑6000‑V3/SBID‑6000 command inventory.

  For SPNL‑6000‑V2 and SPNL‑6000P models, see SPNL‑6000‑V2 and SPNL‑6000P command inventory.

  For SPNL‑6000‑V1 models, see SPNL‑6000‑V1 command inventory.

• Configure the serial interface settings.

  See Configuring the computer’s serial interface settings.

You’re experiencing other issues with remote management, or the previous solutions don’t resolve the issue.

• Refer to the SMART knowledge base to troubleshoot additional issues with remote management.