SMAR SMART Board 6000S Pro Series Installation And Maintenance Manual Download Page 55

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Chapter 5

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Chapter 5:

Troubleshooting

The display isn’t turning on

The display is turning on when it shouldn’t

The screen is blank or there’s a problem with the image on the screen

There’s no sound or there’s a problem with the sound

Touch isn’t working as expected

The pens and erasers aren’t working as expected

iQ apps aren’t working as expected

SMART software on connected computers isn’t working as expected

The SMART OPS PC module isn’t working as expected

Contacting your reseller for additional support

This chapter explains how to resolve a variety of common issues with the display. If your specific issue isn’t

described here or the solutions to the symptoms don’t work, refer to the SMART knowledge base for

additional troubleshooting information.

community.smarttech.com/s/topic/0TOU0000000kAJ0OAM/interactive-displays?tabset-823c7=2

Summary of Contents for SMART Board 6000S Pro Series

Page 1: ...3 SBID 6086S V3 SBID 6065S V3 PW SBID 6075S V3 PW SBID 6086S V3 PW SBID 6065S V3 P SBID 6075S V3 P SBID 6086S V3 P SBID 6465S V3 P SBID 6475S V3 P SBID 6486S V3 P SBID 6275S C SBID 6286S C SBID 6265S...

Page 2: ...s of SMART Technologies ULC in the U S and or other countries The Bluetooth word mark is owned by the Bluetooth SIG Inc and any use of such marks by SMART Technologies ULC is under license The Adopted...

Page 3: ...e rope wire or handle could lead to injury l Use only VESA approved mounts l Disconnect the display s power cable from the wall outlet and seek assistance from qualified service personnel if any of th...

Page 4: ...n that consumers and businesses rely on to make well informed decisions ENERGY STAR certified products are the simple choice for energy efficiency making it easy for consumers and businesses to make p...

Page 5: ...r devices in the bands 5250 5350 MHz and 5470 5725 MHz shall comply with the e i r p limit and iii the maximum antenna gain permitted for devices in the band 5725 5825 MHz shall comply with the e i r...

Page 6: ...ns in AT BE BG CZ DK EE FR DE IS IE IT EL ES CY LV LI LT LU HU M TNL NO PL PT RO SI SK TR FI SE CH UK HR 5150MHz 5350MHZ is for indoor use only Regulatory models OPS AM50 PCM8 Transmitting Band MHz Ma...

Page 7: ...Important information smarttech com kb 171414 7 Regulatory models IDS686 1 TRA REGISTERED No ER81697 20 DEALER No DA0076339 11...

Page 8: ...g room computers and guest laptops 37 Connecting a SMART OPS PC module 40 Connecting other devices 41 Connector diagrams 44 Chapter 4 Maintaining the display 48 Turning off turning on and resetting th...

Page 9: ...86 Firmware version commands 86 Serial number commands 87 Part number commands 87 Model number commands 87 Resolving issues with managing the display using RS 232 87 Appendix D Managing SMART Board 6...

Page 10: ...Contents smarttech com kb 171414 10 More information 99...

Page 11: ...nce panel 16 Proximity sensor 16 Ambient light sensor 17 Remote control and IR sensor 17 Temperature and humidity sensors 18 Microphone array 18 NFC sign in 18 Mounting hardware 19 Accessory mounting...

Page 12: ...n about the display s settings and remote management support This guide is intended for those who install and maintain displays in their organizations Additional documentation and resources are availa...

Page 13: ...ovides a natural intuitive writing and touch experience with high accuracy and low latency In addition its Silktouch ultra smooth finish allows you to use the display for hours without finger burn Wri...

Page 14: ...Q experience If enabled the display s iQ experience provides one touch access to collaborative tools such as a whiteboard wireless screen sharing and a web browser There s no need for wires cables or...

Page 15: ...a larger space see Connecting an external audio system on page 42 Network connectivity The display requires a network connection for downloading software and firmware updates and a number of the iQ a...

Page 16: ...ractive displays don t require an iQ appliance in the accessory slot The iQ experience is built into these interactive displays see iQ experience on page 14 For this reason SMART doesn t support insta...

Page 17: ...is when finding a location for the display see Installing the display on a wall on page 26 Don t position the display so that the sensor is facing a window Ambient light sensor On SMART Board 6000S V3...

Page 18: ...64xxS V3 Pro models do not feature a microphone array You can use the display s built in microphone array while using a conferencing app on the display The microphone array provides improved sound de...

Page 19: ...variety of models of the SMART Board 6000S and 6000S Pro series interactive display Model SKUs Frame style Screen size approximate iQ embedded computing Microphone array 6000S V3 SBID 6265S V3 White 6...

Page 20: ...BID 6265S C White 65 Yes No SBID 6275S C White 75 Yes No SBID 6286S C White 86 Yes No SBID 6065S C White 65 No No SBID 6075S C White 75 No No SBID 6086S C White 86 No No 6000S C Pro SBID 6265S CPW Whi...

Page 21: ...ID 6086S P Black 86 No No Refer to the specifications for detailed technical information for these models including product dimensions and weights see More information on page 23 Accessories Accessori...

Page 22: ...gertips without the need for an external PC or additional cables Install familiar Windows applications such as SMART Notebook SMART TeamWorks and SMART Meeting Pro software and access the internet dir...

Page 23: ...des a variety of other documents for this display in the Support section of the SMART website smarttech com support Scan the QR code on the cover of this guide to view links to SMART Board 6000S and 6...

Page 24: ...stands 31 Using a third party stand 32 Connecting to a network 32 Connecting power and turning on the display for the first time 33 About energy saving modes 34 SMART recommends that only trained ins...

Page 25: ...ng to help orient the box during transportation Using transportation aides You can use the following aides to move the display l Cart l Furniture dolly l Mechanical lift Accommodating doorways hallway...

Page 26: ...If the display s glass shatters carefully clean up the area and have the display repaired or replaced WARNING For safety and to prevent further damage do not continue to install or use the display if...

Page 27: ...re are no nearby heat sources directed at the display such as a radiator or heat vent l There are no nearby shelving units desks or other furniture that has doors or drawers that could hit the display...

Page 28: ...ylights and install switches to dim or turn off any lights shining directly on the display s screen Keep in mind that sunlight can come through windows at different angles at different times of the ye...

Page 29: ...ht from the wall to the floor see smarttech com accessories NOTE Refer to the display s specifications for its weight see More information on page 23 In some situations you may need to request an engi...

Page 30: ...t the display vertically 90 relative to the floor plus or minus 2 for tolerance and in landscape orientation SMART doesn t support mounting the display at other angles or in portrait orientation l Use...

Page 31: ...RS 232 cables for remote management see Appendix D Managing SMART Board 6000S C or 6000S series displays using RS 232 on page 88 Installing the display on a stand If you want to move the display from...

Page 32: ...r one of the RJ45 jacks SMART Board 6000S V3 SMART Board 6000S and 6000S C TIP If you re using one of the display s RJ45 jacks to connect to a network you can connect a computer to the other RJ45 jack...

Page 33: ...the display to a power outlet NOTES o Refer to the display s specifications for power requirements and power consumption information see More information on page 23 o The AC power output on the back o...

Page 34: ...and installing important updates see Updating system software manually on page 54 10 Select the apps you want to appear in the Apps Library and then tap Next TIP To change which apps appear in the Ap...

Page 35: ...vices 40 Troubleshooting connected computers 40 Connecting a SMART OPS PC module 40 Connecting other devices 41 Connecting USB drives peripherals and other devices 41 Connecting an external display 42...

Page 36: ...ed with SMART Learning Suite SMART TeamWorks and SMART Meeting Pro software SMART Ink Software that enables you to write and draw in digital ink over applications files folders websites and any other...

Page 37: ...uters and guest laptops By installing cables in advance you make use of connectors that might not be accessible after the display is mounted on the wall You can then run the cables across floors or be...

Page 38: ...er s input on the display To view a connected computer s input 1 Connect the computer to the display 2 Do one of the following If iQ is enabled If iQ is disabled Tap Input on the Home screen OR Press...

Page 39: ...RT recommends the following varieties of cable Cable type Maximum length Recommendation HDMI 23 7 m 1 Use only certified premium high speed HDMI cables that have been tested to support the performance...

Page 40: ...SB Type C Using cables that exceed these maximum lengths may produce unexpected results degraded picture quality or degraded USB connectivity Connecting USB drives peripherals and other devices You ca...

Page 41: ...ype C receptacle and one USB 3 0 Type A receptacle on the convenience panel or two USB 3 0 Type A receptacles on the convenience panel see images below The SMART Board 6000S V3 models also include a U...

Page 42: ...ORTANT If the connected external display doesn t support HDCP the image on the external display is limited to 480p resolution For full resolution output connect a display that supports HDCP Connecting...

Page 43: ...ternal speaker system to the display using the Sony Philips Digital Interface S PDIF out connector and the audio source device is connected to the display using an HDMI 2 0 connection the external spe...

Page 44: ...ms such as a universal remote control Connector diagrams SMART Board 6000S V3 connector panel The following diagram and table present the connectors on the display s connector panel Side Bottom No Con...

Page 45: ...I 2 0 out External display See Connecting an external display on page 42 and HDMI cables and connectors 11 RJ45 2 Network See page 32 and Ethernet network cables and connectors 12 Stereo 3 5 mm out Ex...

Page 46: ...B HDMI 1 input touch See page 37 and USB cables and connectors 5 HDMI 2 0 in HDMI 1 input video and audio See page 37 and HDMI cables and connectors 6 USB 3 0 Type B HDMI 2 input touch See page 37 and...

Page 47: ...r devices on page 41 and USB cables and connectors 2 USB 2 0 Type B HDMI 3 input touch See page 37 and USB cables and connectors 3 USB 3 0 Type B HDMI 3 input touch See page 37 and USB cables and conn...

Page 48: ...ondensation 51 Replacing the pens and erasers 52 Removing and transporting the display 52 Updating system software 53 Applying an automatic system software update manually 53 Updating system software...

Page 49: ...k on 1 Flick the switch beside the AC power inlet to the ON I position 2 Press the Power button on the convenience panel or the remote control To reset the display Press and hold the Power button on t...

Page 50: ...creen with a lint free non abrasive cloth NOTE You can also use a damp cloth with a drop of dish soap Cleaning the touch sensors The display uses infrared IR transmitters and sensors around the displa...

Page 51: ...tion about cleaning SMART accessories see the SMART knowledge base article How to clean SMART Board surfaces and accessories Maintaining ventilation The display requires proper ventilation Dust buildu...

Page 52: ...rt parts store NOTE For pen and eraser part numbers refer to the service parts diagrams Removing and transporting the display On occasion you might need to remove the display from its current wall mou...

Page 53: ...ours of inactivity When that happens the display shows a two minute countdown before the update begins You can interrupt the countdown at any time The display shows a blank screen for several minutes...

Page 54: ...Updating system software manually You can download system software updates at smarttech com downloads and update your display using a USB drive NOTE Instructions for downloading and installing system...

Page 55: ...60 iQ apps aren t working as expected 61 SMART software on connected computers isn t working as expected 62 The SMART OPS PC module isn t working as expected 62 Contacting your reseller for additional...

Page 56: ...trol l Make sure the proximity sensors aren t blocked l Restart the display See Turning off turning on and resetting the display on page 48 l Determine if the problem is with the video See The screen...

Page 57: ...ring or flashing OR The image is dim l Tap the Home button below the screen or press the Home button on the remote control to open the Home screen If it appears correctly the issue is with the video i...

Page 58: ...different cable or connect a different source to see if the issue is with the cable or input source l Adjust the display s color settings or reset them to the factory defaults See Appendix A Adjustin...

Page 59: ...ume on the external audio system and make sure the audio system isn t muted l Adjust the display s audio settings See Audio on page 72 l If you re using the integrated speakers set the volume for the...

Page 60: ...rrect place l Restart the display See Turning off turning on and resetting the display on page 48 l Make sure SMART Product Drivers and SMART Ink are installed and running on any connected computers l...

Page 61: ...on in the SMART Settings app to orient the display s touch system to the connected computer l Make sure SMART Product Drivers and SMART Ink are installed and running on any connected computers l Use a...

Page 62: ...as expected See Troubleshooting SMART Product Drivers The SMART OPS PC module isn t working as expected Symptom Troubleshooting steps The SMART OPS PC module isn t working as expected See the SMART OP...

Page 63: ...S Pro series interactive display support pages on the SMART website l The label features the display s base model number for example SBID 6065 V3 Please note this number is different from the actual m...

Page 64: ...ation l Some settings aren t available while you re signed in to your SMART Account Sign out of your SMART Account on the display to see all settings Network settings Option Values Function Notes User...

Page 65: ...configuration of the proxy server for connecting to the network N A User MAC Address N A Shows information about the network the display is connected to N A System IP Address N A Shows information abo...

Page 66: ...ibrary N A User Files Library Whiteboard Storage N A N A N A User Default Whiteboard Location My Files Lumio My Files Board Files Sets where new whiteboard files are saved when you re signed in to you...

Page 67: ...mobile device cannot save snapshots of the display in the app User Sharing Whiteboards On Off Enables or disables the Invite function on the SMART kapp app If this option is off you cannot invite peop...

Page 68: ...the network when a device shares its screen using Miracast SMART recommends enabling this setting for areas with high network saturation or busy networks IMPORTANT Only one device can connect to the...

Page 69: ...efault input Inputs available on the display Select the default input the display will use when starting The iQ embedded experience is the default input System Home Button Brightness High Medium Low S...

Page 70: ...goes in to an energy saving mode The default is 60 minutes System Energy Saver Go to energy saving mode after Disabled 1 min 5 mins 30 mins 1 hour 1 5 hours 2 hours 5 hours 10 hours Sets the number o...

Page 71: ...power settings even when displaying an external video source On Off If enabled the display will enter an energy saving mode even when an external video input is connected N A System Display Screen Adj...

Page 72: ...esolution N A When changing the output resolution on 6000S V3 and MX V3 models the HDMI output may not be visible for several seconds System HDMI Input Advanced HDMI Settings HDMI 1 0 HDMI 2 0 HDMI 3...

Page 73: ...in Speakers On Off Enables or disables the display s internal speakers When analog speakers are connected to the display the display s internal speakers are disabled automatically System Audio Propert...

Page 74: ...ting to text You can install and uninstall languages See Configuring ink to text languages for the Text pen User Country Countries Sets the display s country N A System Diagnostics Factory Reset N A R...

Page 75: ...Support N A System Log Level SEP On Off Advanced logging options to be set under the direction of SMART Support N A System Log Level EXT On Off Advanced logging options to be set under the direction...

Page 76: ...es open applications and clears apps data and preferences N A System Software Update Updates Channel Stable Channel Beta Channel Sets which iQ system software updates the display receives When switchi...

Page 77: ...ort site for iQ N A N A Send Feedback N A Send feature request to SMART N A N A Board Details N A N A N A N A Build Number N A Shows the iQ system software s version number N A N A Serial Number N A S...

Page 78: ...oard 6000S V3 6000S C and 6000S models N A N A Pen firmware version N A Shows the display s pen detection system firmware version N A N A Legal Information N A N A N A N A End User License Agreement N...

Page 79: ...organization s SMART Remote Management account When you enroll one of these displays you can use SMART Remote Management to centrally control features and settings for the display such as l blocklist...

Page 80: ...shade commands 86 Volume commands 86 Mute commands 86 Firmware version commands 86 Serial number commands 87 Part number commands 87 Model number commands 87 Resolving issues with managing the displa...

Page 81: ...nfiguring the computer s serial interface settings Configure the computer s serial interface before sending commands to the display To configure the computer s serial interface 1 Turn on the display 2...

Page 82: ...tted commands l Commands aren t case sensitive and extra spacing is ignored l In many terminal applications on a computer you can use the BACKSPACE key when typing commands l Review each entry careful...

Page 83: ...ber This example increases the volume by 5 set volume 5 volume 70 This example decreases the volume by 15 set volume 15 volume 55 Power state commands Get command Set command Response get powerstate s...

Page 84: ...in the room l A user presses the Power button on the convenience panel or the remote control l The display receives set powerstate ready or set powerstate on command This power state is the default en...

Page 85: ...2 l hdmi3 l vga1 l ops1 l usbc1 l usbc2 l android input Value Where Value is one of the following l hdmi1 l hdmi2 l hdmi3 l vga1 l ops1 l usbc1 l usbc2 l android l none Brightness commands Get command...

Page 86: ...e set volume Value Where Value is one of the following l Value l Value l 0 100 NOTE l If the display s audio is muted changing the volume also un mutes the audio l Setting the volume to zero also mute...

Page 87: ...g RS 232 The following table presents common issues with managing the display using RS 232 and explains how to resolve them Symptom Troubleshooting steps Managing the display using RS 232 isn t workin...

Page 88: ...mands 95 Freeze commands 96 Screen shade commands 96 Volume commands 96 Mute commands 96 Firmware version commands 97 Serial number commands 97 Part number commands 97 Resolving issues with managing t...

Page 89: ...ltiple displays You can connect up to ten displays to a room control system by connecting a RS 232 cable from the computer s serial output to the first display s RS 232 in connector and then connectin...

Page 90: ...interface settings using the following values and then press ENTER Baud rate 19200 Data length 8 Parity bit None Stop bit 1 A command prompt appears on the following line and the display can now accep...

Page 91: ...ully before sending a command to the display l Don t send another command until you receive the response and the next command prompt If no command prompt is present send a carriage return character CR...

Page 92: ...ample decreases the volume by 15 set volume 15 volume 55 To identify or assign a value for a specific display Start the command with Display where Display is the display you want to apply the command...

Page 93: ...ng the command powerstate Value Where Value is one of the following l on l ready l standby l powersave l updateon l updateready The display has six power states Power state Description ON The display...

Page 94: ...tworked standby to describe this power state POWERSAVE The screen is off and the display is a very low power state The display enters READY or ON state when one of the following occurs l A user presse...

Page 95: ...a1 l ops1 l usbc1 l android l none If multiple displays are connected Display get input Where Display is the display s label A B and so on Display set input Value Where l Display is the display s labe...

Page 96: ...Set command Response get screenshade set screenshade Value Where Value is one of the following l on l off screenshade Value Where Value is one of the following l on l off Volume commands Get command S...

Page 97: ...verversion Value Where l Display is the display s label A B and so on l Value is the firmware version Serial number commands Get command Response get serialnum serialnum Value Where Value is the seria...

Page 98: ...display using RS 232 isn t working as expected l Make sure all the cable connections are secure l Restart the display and the remote management system See Turning off turning on and resetting the disp...

Page 99: ...bol indicates that products should be disposed of in the appropriate recycling stream and not as regular waste Batteries The SMART Board 6000S SMART Board 6000S Pro SMART Board 6000S C and SMART 6000S...

Page 100: ...SMART TECHNOLOGIES smarttech com support smarttech com contactsupport smarttech com kb 171414...

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