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Smart Technologies SMART Board 2000 series User Manual Download Page 35

Chapter 4

27

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Chapter 4:

Troubleshooting

Locating the serial number

Troubleshooting the display

Resolving issues with power

Resolving issues with video

Resolving issues with image quality

Resolving issues with audio

Troubleshooting the display’s software

Resolving issues with Input

Resolving issues with Screen Share

Resolving issues with Android mobile devices

Resolving issues with Apple devices

Resolving issues with Chrome browser and Chromebook

Resolving issues with Windows computers

Advanced troubleshooting for Screen Share

This chapter describes how to troubleshoot issues you might have with the display.

Locating the serial number

If you contact SMART support, you might be asked to provide the display’s serial number. The

serial number is located on the display’s lower right side, on the back.

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Summary of Contents for SMART Board 2000 series

Page 1: ...Was this document helpful smarttech com docfeedback 171178 SMART Board 2000 series Display USER S GUIDE FOR SBD 2075 ...

Page 2: ...n the U S and or other countries All third party product and company names may be trademarks of their respective owners Copyright notice 2017 SMART Technologies ULC All rights reserved No part of this publication may be reproduced transmitted transcribed stored in a retrieval system or translated into any language in any form by any means without the prior written consent of SMART Technologies ULC...

Page 3: ...n uses replacement parts specified by SMART Technologies or parts with the same characteristics as the original l Ensure that any cables extending across the floor to your SMART product are properly bundled and marked to avoid a trip hazard l Do not insert objects inside the cabinet ventilation holes because they could touch dangerous voltage points and cause electric shock fire or product damage ...

Page 4: ...uctural damage such as cracking occurs o The display behaves unexpectedly when you follow operating instructions EU Declaration of conformity Display SBD 2075 Hereby SMART Technologies Inc declares that the radio equipment type LCD monitor SBD 2075 is in compliance with Directive 2014 53 EU The full text of the EU declaration of conformity is available at www smarttech com compliance This equipmen...

Page 5: ...ploitation est autorisée aux deux conditions suivantes 1 l appareil ne doit pas produire de brouillage 2 l utilisateur de l appareil doit accepter tout brouillage radioélectrique subi même si le brouillage est susceptible d en compromettre le fonctionnement Le dispositif rencontre l exemption des limites courantes d évaluation dans la section 2 5 de RSS 102 et la conformité à l exposition de RSS 1...

Page 6: ...t be installed and operated in accordance with provided instructions and the antenna s used for this transmitter must be installed to provide a separation distance of at least 20 cm from all persons and must not be co located or operating in conjunction with any other antenna or transmitter End users and installers must be provided with antenna installation instructions and consider removing the n...

Page 7: ...9 Connecting to a network 10 Using SMART Learning Suite 15 Updating system software 16 Chapter 3 Using apps on the display 17 Using Input 17 Using Screen Share 18 Chapter 4 Troubleshooting 27 Locating the serial number 27 Troubleshooting the display 28 Troubleshooting the display s software 30 Appendix A Using settings 41 About device 41 Diagnostics 42 Language 42 Country 42 Wi Fi 43 Advanced Wi F...

Page 8: ...CONTENTS ii smarttech com kb 171178 Picture menu 47 Screen menu 48 Audio menu 48 Configuration 1 menu 49 Configuration 2 menu 49 Advance menu 50 ...

Page 9: ...s The 4K ultra high definition display serves as an active collaboration hub between student and teacher devices to allow greater levels of student engagement The cost effective SMART Board 2075 display offers educators flexibility in their implementation of classroom technology for whole class and small group collaboration Features The SMART Board 2000 series display includes the following featur...

Page 10: ...RT amp software Components The display consists of the following components No Name More information Pictured 1 Screen page 2 2 Control panel page 3 3 Remote control IR sensor page 3 4 Connector panel rear surface page 3 5 Power panel rear surface Not pictured 6 Remote control page 5 7 Speakers page 6 Screen The display comes in the following screen sizes Model Diagonal Width Height Aspect ratio S...

Page 11: ...ress to increase volume and change a menu selection 3 Navigate menu Press up and down to navigate Input and OSD menus 4 OSD menu Press to open or close the OSD menu 5 Input select Press to open or close the Input select menu 6 Power Press to turn the display on or off Remote control sensor The sensor detects input from the remote control For best performance maintain line of sight between the remo...

Page 12: ...32 in 2 Stereo 3 5 mm audio line in 3 RCA audio in 4 RCA audio out 5 USB 2 0 input for a human interface device HID such as a keyboard or mouse for use during initial setup 6 USB 2 0 service port 7 Ethernet RJ45 8 HDMI in 2 9 DisplayPort in 10 VGA in 11 Component video in ...

Page 13: ...ter s power to the display and operate the power switch No Name 1 Power switch 2 Display power outlet 3 Mini computer power inlet Remote control Use the remote control to turn the display on or off adjust the volume select input access SMART Board Settings and adjust the OSD settings The remote control features the following buttons ...

Page 14: ...y has two 10 W integrated speakers You can use the RCA or 3 5 mm audio output connectors to connect to an external sound system Accessories You can connect the following accessories to your SMART Board 2000 display l SBA 100 speaker system l SMART Audio 400 classroom amplification system SBA 100 projection audio system The SBA 100 projection audio system consists of two 14 W speakers intended for ...

Page 15: ...microphones and translates them into crystal clear sound For more information see the SMART Audio 400 classroom amplification system specifications smarttech com kb 171137 More information See the following resources for more information l SBD 2075 specifications smarttech com kb 171147 l SBD 2000 series Installation guide smarttech com kb 171177 These documents are available in the Support sectio...

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Page 17: ...atic system software update manually 16 Updating system software manually 16 This chapter describes how to turn the display on and off and view the input of your connected computer Turning the display on and off To turn the display on 1 Flick on the power switch on the back of the display 2 Press the Power button on the remote control or the display s control panel To turn the display off l Press ...

Page 18: ...rol 6 Set the date select Next and then press OK on the remote control 7 Set the time select Next and them press OK on the remote control 8 If the display isn t using a wired network connection select Configure Wi Fi and then press OK on the remote control The wireless connection wizard opens 9 Select a wireless network from the list and then press OK on the remote control 10 Enter the password fo...

Page 19: ...w apps to function properly To configure the network Add thefollowing URLs to the network whitelist URL Feature https ws kappboard com NOTE Block access to https ws kappboard com to prevent automatic system software updates Automatic system software update https mixpanel com System software hockeyapp net System software http smarttech com SMART Learning Suite Online https youtube com Screen Share ...

Page 20: ...oring TCP 7100 Display mirroring TCP 47000 Audio negotiation TCP 49152 65535 Dynamic ports UDP 49152 65535 Dynamic ports TCP 49228 Google Cast TCP 50259 Google Cast UDP 54780 Google Cast UDP 62572 Google Cast 2 Configure the network to allow Bonjour and mDNS multicast 3 Configure the network to allow Network Time Protocol NTP requests to Internet time servers NOTE Using a 5 GHz wireless network co...

Page 21: ...Connect and then press OK OR If the network requires a user name and password enter the user name and Wi Fi password select Connect and then press OK To connect to a network Connect an Ethernet cable to the display s RJ45 receptacle NOTE The network must provide network settings via DHCP If you require a static IP address use DHCP reservation on the router To configure a proxy 1 On the remote pres...

Page 22: ...Select the certificate to install 7 If required enter a password to extract the certificate 8 Optionally enter a name for the certificate in the Certificate name box and reason for certificate use in the Credential use box Select OK and press OK on the remote 9 A window appears requesting that a lock screen PIN pattern or password be set before using the certificate Select OK and press OK on the r...

Page 23: ...shared Data rate transmission Static content with minor screen movement 20 kb sec Static content with periodic scrolling or refreshes Spikes briefly to 500 600 kb sec returns to 20 kb sec Gaming or streaming video with major screen changes 700 kb sec 1 2 Mbps Using SMART Learning Suite Your SMART Board 2000 series display includes a subscription to SMART Learning Suite SMART Learning Suite include...

Page 24: ...is complete the display shows content that was on it before the update NOTE You can configure your organization s network to allow or prevent automatic system software updates see connecting to a network htm Applying an automatic system software update manually If the display has downloaded the system software update but hasn t yet applied the update you can start the update process manually from ...

Page 25: ...ntent on the display Showing content on the display To show content on the display 1 On the remote press Input to open the launcher The launcher appears 2 Use the arrow button to select the input source and press OK The display looks for a connection and the content appears on the display s screen Stop showing content on the display To stop showing content on the display Open the launcher and sele...

Page 26: ...uter NOTES l Use Chrome version 52 or later l Make sure your computer is connected to the same network as the display See Verifying that the display and mobile device or computer are connected to the same network on page 25 for more information To download the Chrome browser 1 On your computer go to google com chrome 2 Click Download For personal computers Download Chrome 3 Follow the on screen in...

Page 27: ...ick the drop down menu beside Cast to 6 Click Cast desktop 7 Select the display s name 8 In the Share your screen dialog box click Entire screen NOTE When you re sharing content the Cast icon turns blue Sharing content from your Windows computer to the display If your computer is running Windows 10 or Windows 8 1 operating system you can use Miracast to share content You can use the Chrome browser...

Page 28: ...and press OK NOTE Remember the display s name 3 On your computer swipe in from the right edge of the screen and then tap Devices OR With a mouse point to the lower right corner of the screen move the pointer up and click Devices 4 Click Project Add a wireless display and select the display To choose how content is shared from the Windows 8 1 operating system 1 On the display s remote press Input t...

Page 29: ...ing Windows 10 system software 1 On the display s remote press Input to open the launcher The launcher appears 2 Select Screen Share and press OK NOTE Remember the display s name 3 On the computer click the action center in the lower right of the screen select Connect and select the display Supported Chrome browsers Chrome browser version 52 or later Sharing content from your Apple product to the ...

Page 30: ...irPlay To extend your Mac computer desktop to the display 1 On the display s remote press Input to open the launcher The launcher appears 2 Select Screen Share and press OK NOTE Remember the display s name 3 On your Mac computer click the AirPlay icon in the menu bar 4 Select the display s name The AirPlay icon turns blue when your Mac computer is sharing content with AirPlay 5 Click the AirPlay i...

Page 31: ...h 5th generation or later Sharing content from your Android mobile device For a list of supported Android products see Supported Android devices and operating systems on the next page For more information see Cast your Android screen from the Google Home app NOTE Make sure your Android mobile device is connected to the same network as the display See Verifying that the display and mobile device or...

Page 32: ...your Android device swipe down to open the notification shade 2 Tap Cast 3 Select the display s name If you don t see the display you want tap MORE SETTINGS to show more displays NOTE Not all apps are Google Home enabled Supported Android devices and operating systems l All devices running Android 4 4 2 or later support the Cast Screen feature See Optimized devices for Android Screen casting NOTE ...

Page 33: ...Tap or click Project and then tap or click Disconnect The overlay appears 2 On your computer swipe in from the right edge of the screen and then tap Devices OR With a mouse point to the lower right corner of the screen move the pointer up and click Devices 3 Click Project and then click Disconnect Verifying that the display and mobile device or computer are connected to the same network To verify ...

Page 34: ...N THE DISPLAY 26 smarttech com kb 171178 4 On your mobile device or computer verify that the mobile device or computer is connected to the same network Consult the mobile device or computer s user guide for more information ...

Page 35: ... issues with Screen Share 31 Resolving issues with Android mobile devices 32 Resolving issues with Apple devices 34 Resolving issues with Chrome browser and Chromebook 36 Resolving issues with Windows computers 37 Advanced troubleshooting for Screen Share 39 This chapter describes how to troubleshoot issues you might have with the display Locating the serial number If you contact SMART support you...

Page 36: ...revious solutions don t resolve the issue See referring to the knowledge base htm Resolving issues with video Issue Solutions You re experiencing generalissues with video l Make sure any connected computers are on and not in Standby mode l Set connected computers resolution and refresh rate to values that the display supports See default htm l Restart the display and any connected computers See de...

Page 37: ...ttings Colors don t appear correctly l 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 l If you re using a VGA video input 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 rig...

Page 38: ...n page 41 l Make sure the display is set as the default audio device for the connected computer s audio output See the connected computer s operating system documentation l 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 externalspeakers set the volume for the computer any running app...

Page 39: ...ng a display adapter with your video cable try a different display adapter l The computer s video resolution settings and refresh rates aren t supported by the display The display supports the following resolutions and refresh rates o 1920 1080 at 60 Hz o 1600 900 at 60 Hz o 1280 720 at 60 Hz There is an issue with audio l See XREF l Turn off the mute setting on your computer l Turn up the volume ...

Page 40: ...restarted your display and stilldon t see the display s name in the list of devices wait severalminutes and then try to connect to the display again l Ensure you have the latest operating software on your Android device Make sure no system updates are pending for your Android device See the device s user guide for more information The display s name appears in the list of available devices but you...

Page 41: ... up and the display is not muted l Turn up the volume on the display See XREF l Make sure you have the latest operating software on your Android mobile device l Restart your mobile device The issues persist even after you ve restarted your Android mobile device and ensured it is on the same networkas the display Contact your system administrator ...

Page 42: ...ess information that your mobile device had cached Restarting the mobile device can also reinitialize audio and video encoders that might have stopped working properly l On the remote press the up button and select Screen Share l On your computer turn Wi Fioff and then backon or disconnect and then reconnect the Ethernet cable l Restart your computer NOTE Restarting your computer can clear network...

Page 43: ...ect to a closer access point l Reduce your computer s display resolution to 1920 1080 or lower l Sharing videos or playing video games with frequent screen updates requires more networkbandwidth Try reducing the video quality to improve performance See connecting to a network htm l Make sure your computer or device has the latest operating system software The video has no audio l Make sure the vol...

Page 44: ...Restart your display See XREF l If you ve restarted your display and stilldon t see the display s name in the list of devices wait severalminutes and try to connect to the display again The display s name appears in the list of available devices but you re unable to connect to it Open the Screen Share app a On the display s remote press Input to open the launcher The launcher appears b Select Scre...

Page 45: ...ldon t see the display s name in the list of devices wait severalminutes and try to connect to the display again l Make sure the operating system on your computer is up to date l Windows Wireless Display Miracast is currently not supported o Use Google Cast from Chrome browser See Sharing content from your Windows computer to the display on page 19 o Use Google Cast from Chrome browser See the SMA...

Page 46: ...ay s name in the list of devices wait severalminutes and then try to connect to the display again When using Miracast you can t add or connect to the display l If you can t add the display wait for it to become ready and then try again If that doesn t work try restarting your computer and display See XREF l If your Windows 8 1 computer won t connect to the display try removing and then adding it a...

Page 47: ...to the lower right corner of the screen move the pointer up and clickSearch b Enter Sound in the search box and clickSound c ClickPlayback and make sure the display is selected as the default device Advanced troubleshooting for Screen Share Issue Solutions Mobile devices and computers can t find the display l Organizations often blocka number of networkports Askthe administrator to allow o TCP por...

Page 48: ...Ensure the iOS device is on the same networkas the display l Try connecting the display with a wired networkconnection l See Get help with AirPlay and AirPlay Mirroring on your iPhone iPad or iPod touch Screen Share is not working on Android devices l Ensure your Android device is on the same networkas the display l Casting the screen is available on mobile devices running Android 4 4 2 or later l...

Page 49: ...e 46 Screen Share 46 You can access the display s settings using the icon in the launcher TIP Connect a USB mouse and keyboard to the display to use while viewing and modifying the display s settings About device NOTE To find the display s serial number see Chapter 4 Troubleshooting on page 27 Option Values Function Notes Product information Board name N A Select a name for your display N A ...

Page 50: ...Turning off the display resets the up time to 0 Board configuration Factory data reset N A Resets alloptions to their default values Only administrators should reset the display Diagnostics Option Values Function Notes Write logs to USB N A Copy diagnostic logs to a USB drive See XREF for more information N A Language Option Values Function Notes Language Languages Sets the language for the settin...

Page 51: ...using Wi FiProtected Setup N A Add network N A Add a wireless network N A Advanced Wi Fi options Option Values Function Notes Advanced Networknotification N A Notifies you when an open wireless networkis available N A Keep Wi Fion during sleep Always Only when plugged in Never Determines if the Wi Firemains on when the display goes to sleep N A Scanning always available N A Allow Google s location...

Page 52: ...dress N A Shows the display s MAC address N A Date time Option Values Function Notes Automatic date time N A Sets the display s date and time automatically Configure the networkto allow NetworkTime Protocol NTP requests to Internet time servers See connecting to a network htm Set date N A Sets the display s date Disable Automatic date time to set the date manually Set time N A Sets the display s t...

Page 53: ...hen switching from the Beta Channelto the Stable Channel a factory reset occurs See page 42 for more information about factory reset Checkfor Updates Now N A Checks for updates to the system software NOTE The display must be connected to the Internet to checkfor system software updates If an update is available the text changes to Apply update now Screen Share Option Values Function Notes Screen S...

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Page 55: ...light a menu option and then press OK to select it 4 Press the left and right arrows to change the setting 5 Press Menu to navigate backwards until the on screen menu closes See the table below for OSD settings that you can change Picture menu Option Values Function Notes Brightness 0 100 Sets the overallbrightness of the image and background N A Contrast 0 100 Sets the difference in brightness be...

Page 56: ...erature option Picture mode Standard Highbright Soft Standard Sets the picture mode N A Picture reset Yes No Resets allsettings in the Picture menu to their default values N A Screen menu Option Values Function Notes H position 0 100 Sets the horizontalposition of the image N A V position 0 100 Sets the verticalposition of the image N A Clock 0 100 N A N A Clockphase 0 100 N A N A Blank Off On Tur...

Page 57: ...tion reset No Yes Resets allsettings in the Configuration 1 menu to their default values N A Factory reset No Yes Resets allOSDmenu settings to their default values N A Configuration 2 menu Option Values Function Notes OSDturn off 5 120 seconds Sets the time of inactivity before the on screen display menu turns off N A Freeze function Off On Turns the picture freeze frame on or off N A OSDH positi...

Page 58: ...f On Turns over scan on or off Over scan increases the picture size on the display IRcontrol Normal Lock Turns the remote controlfeature on or off N A Keypad control Unlock Lock Turns the OSDkeypad on or off N A DDC CI On Off Turns access to Extended Display Identification Data EDID on or off N A Advanced option reset No Yes Resets allsettings in the Advanced menu to their default values N A ...

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