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CHAPTER 6

TROUBLESHOOTING

smarttech.com/kb/171000

Contact your system administrator.

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Help us out. Give us some feedback about the Screen Share beta experience. Contact us

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Using SMART software to resolve issues

For more information about using SMART software to resolve issues with your interactive flat panel,

see

support.smarttech.com/docs/hardware/kapp/kapp-iq/en/troubleshooting/basic-

troubleshooting/using-smart-software.cshtml

Содержание SMART kapp iQ Pro 55

Страница 1: ...smarttech com docfeedback 171000 ADMINISTRATOR S GUIDE FOR SMART KAPP iQ PRO 55 65 65 V2 AND 75 INTERACTIVE FLAT PANELS...

Страница 2: ...ountries Google Google Play Android and Chrome are trademarks of Google Inc The Bluetooth word mark is owned by the Bluetooth SIG Inc and any use of such marks by SMART Technologies ULC is under licen...

Страница 3: ...to the interactive flat panel 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...

Страница 4: ...et kl bemiddelder indeholder nonylphenolethoxylat et stof der er s rligt problematiske under EUREACH forordningen EF 1907 2006 Die Stifte dieses Produkts verwenden einen Klebstoff mit Nonylphenoletho...

Страница 5: ...uyand ran madde aday nonilfenoletoksilat i eren bir yap t r c y kullanmaktad r nonylphenol ethoxylate REACH EC 1907 2006 nonylphenol ethoxylate REACH EC 1907 2006 CAUTION l Before you clean the intera...

Страница 6: ...makers on page 10 Federal Communication Commission interference statement This device complies with Part 15 of the FCC Rules Operation is subject to the following two conditions 1 This device may not...

Страница 7: ...co channelmobile satellite systems ii the maximum antenna gain permitted for devices in the bands 5250 5350 MHz and 5470 5725 MHz shallcomply with the e i r p limit and iii the maximum antenna gain pe...

Страница 8: ...exposition aux radiations Cet quipement est conforme aux limites d exposition aux rayonnements IC tablies pour un environnement non contr l Cet quipement doit tre install et utilis avec un minimum de...

Страница 9: ...4 Chapter 3 Connecting power and devices 15 SMART kapp iQ Pro 55 and 65 connector panel 15 SMART kapp iQ Pro 65 V2 and 75 connector panel 16 AM 30 connector panel 18 Connecting power 19 Connecting a c...

Страница 10: ...Chromebook 60 Resolving Screen Share issues for Windows computers 62 Using SMART software to resolve issues 65 Appendix A Using the SMART kapp iQ Pro on screen display menu 67 Appendix B Adjusting the...

Страница 11: ...kapp iQ Pro 55 and 65 command inventory 85 SMART kapp iQ Pro 65 V2 and 75 command inventory 91 Appendix F Installing the AM30 appliance antenna 101 Appendix G Hardware environmental compliance 103 Was...

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Страница 13: ...s for administrators 9 SMART Meeting Pro software installation documentation 9 Training 9 Support center and knowledge base 10 Resources for others 10 Resources for decision makers 10 Resources for in...

Страница 14: ...Other documentation and resources are available for individuals who use interactive flat panels About the interactive flat panel The SMART kapp iQ Pro interactive flat panel features SMART s proprieta...

Страница 15: ...age 4 3 Reflective tape channel Page 4 4 Front control panel Page 5 5 Pen with eraser 2 Page 6 6 Presence detection sensor Page 7 Not pictured 7 Speakers Page 7 8 Connector panel Page 15 9 Menu contro...

Страница 16: ...ormation on cleaning the screen see Cleaning the screen on page 41 Cameras and reflective tape channel Cameras in the corners of the screen track finger and pen positions across the display The screen...

Страница 17: ...film over the front control panel remove it before using the front control panel In normal operation all buttons are white The Standby button also functions as an indicator light Indicator light Statu...

Страница 18: ...m docs hardware kapp kapp iq pro en installing and maintaining using the osd menu default cshtml Flashing amber No USB connection from the connected computer Verify the connections to the room compute...

Страница 19: ...ed period the interactive flat panel returns to Standby mode NOTES l See Cleaning the presence detection sensor on page 42 for more information l If presence detection is enabled move in range of the...

Страница 20: ...the following l View notes they write on the interactive flat panel on their mobile devices l Save and export notes l Start a session and invite others to join and collaborate To connect Bluetooth en...

Страница 21: ...o software The room edition of SMART Meeting Pro software is designed for use with the interactive flat panel in a meeting room The personal edition is designed for use on user computers You can write...

Страница 22: ...65 V2 smarttech com kb 171093 SMART kapp iQ Pro 75 smarttech com kb 170997 Resources for installers Installers can refer to the installation instructions included with the interactive flat panel when...

Страница 23: ...with the installation instructions included with the interactive flat panel before they mount the interactive flat panel WARNING Improper mounting of the interactive flat panel can result in injury an...

Страница 24: ...is the combined thickness of the wall bracket and washer Fasten force 97 36 177 01 in lb 11 20 N m CAUTION Do not over tighten the screws NOTE SMART recommends M8 30 mm mounting screws for standard in...

Страница 25: ...e following diagram This ensures the interactive flat panels cameras don t interfere with each other Choosing a location Consider the following when choosing a location for the interactive flat panel...

Страница 26: ...g equipment l If you mount the interactive flat panel in a recessed area leave at least 4 10 cm of space between the interactive flat panel and the recessed walls to enable ventilation and cooling Cho...

Страница 27: ...iQ Pro interactive flat panel but before setting it up you need to connect it to power and devices SMART kapp iQ Pro 55 and 65 connector panel The following diagram and table present the connectors o...

Страница 28: ...MART kapp iQ Pro 65 V2 and 75 connector panel The following diagram and table present the connectors on SMART kapp iQ Pro 65 V2 and 75 interactive flat panels No Connector Connects to Notes 1 USB Micr...

Страница 29: ...e 20 for more information 7 HDMI Guest laptop video The HDMI cable should be HDMI 1 4 compliant and no longer than 16 5 5 m See page 20 for more information 8 USB Type B Room computer touch See page 2...

Страница 30: ...nects to Notes 1 RJ45 Network N A 2 USB Type A 2 Supported peripherals N A 3 HDMI out External monitor HDCP encrypted HDMI The HDMI cable should be HDMI 1 4 compliant and no longer than 16 5 5 m 4 USB...

Страница 31: ...er to the AM30 appliance NOTE For the best experience with SMART kapp iQ Pro connect the room computer to the AM30 appliance Some models of the AM30 appliance have computer connectors If you want to u...

Страница 32: ...you can connect room computers guest laptops or video sources such as Blu ray players to these connectors By installing these cables you make use of connectors that might not be accessible when the i...

Страница 33: ...trol panel See Page 15 SMART kapp iQ Pro 55 SMART kapp iQ Pro 65 SMART kapp iQ Pro 65 V2 SMART kapp iQ Pro 75 Connecting external speakers The interactive flat panel includes two 10 W speakers However...

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Страница 35: ...re app 26 Evaluating the impact of Screen Share on your network data usage 27 Configuring the network for automatic SMART kapp iQ Pro system software updates 28 Adding a proxy 28 After mounting the SM...

Страница 36: ...ppears 2 Follow the on screen instructions to calibrate the board IMPORTANT Use the pen rather than your finger when calibrating the board 3 Select your preferred language and then press Next 4 Select...

Страница 37: ...l SMART Meeting Pro software on any connected computers to take full advantage of the interactive flat panel s features For more information refer to the system administrator s guide for your computer...

Страница 38: ...hat SMART doesn t support touch while multiple input sources are displayed on the interactive flat panel Configuring the network Network administrators need to configure the network so users can use t...

Страница 39: ...to the board using Screen Share the screen sharing protocol compresses the image from your device or computer The protocol may transmit only areas of the screen that change This can make it difficult...

Страница 40: ...work s whitelist l add http downloads smarttech com to the network s whitelist To prevent automatic system software updates block access to https ws kappboard com Adding a proxy To add a proxy 1 Press...

Страница 41: ...le channel 34 Connecting to a network 36 Connecting to a Wi Fi network 36 Connecting to a wired Ethernet network 36 Adding a proxy 37 Adding or removing apps from the launcher 37 Adding or removing ap...

Страница 42: ...l as to SMART software Install these updates for the best experience Updating firmware The interactive flat panel uses firmware on its processor Updates to SMART software could include a firmware upda...

Страница 43: ...panel on page 39 Updating SMART kapp iQ system software Automatic SMART kapp iQ system software updates When the SMART kapp iQ interactive flat panel is connected to the Internet it updates its system...

Страница 44: ...at panel using a USB drive Updating SMART Meeting Pro software SMART Product Update SPU is included in SMART Meeting Pro software SPU periodically checks for updates to SMART Meeting Pro software and...

Страница 45: ...nel and want to return to the Stable channel you must perform a factory reset that erases all of the interactive flat panel s settings l SMART Support will not be able to help you resolve problems you...

Страница 46: ...the launcher The launcher appears 2 Press Settings The Capture Board Settings window appears 3 Press Auto Update 4 Press Update Channel and then select Beta Channel A dialog box appears asking you to...

Страница 47: ...1000 4 Press Update Channel and then select Stable Channel A dialog box appears asking you to confirm the switch to the Stable channel system software releases 5 The interactive flat panel checks for...

Страница 48: ...on the screen to open the launcher 3 Press Settings in the launcher 4 Press Wi Fi NOTE Ensure the toggle for Wi Fi is On 5 Select a wireless network 6 Enter the Wi Fi password in the Password field a...

Страница 49: ...al 7 Enter the information in the Proxy hostname Proxy port and Bypass proxy fields 8 Press Save Adding or removing apps from the launcher You can add or remove apps from the launcher Adding or removi...

Страница 50: ...the Apps screen 2 Select SMART Technologies SMART Settings SMART Settings appears To open SMART Settings on Windows 10 operating system 1 Select Start All apps 2 Select SMART Technologies SMART Settin...

Страница 51: ...the interactive surface and then send the information to the SMART software on connected computers which interprets this information as mouse clicks digital ink or an eraser in the appropriate locati...

Страница 52: ...n a progress bar appears When the progress bar is full the interactive flat panel displays the message Calibration successful IMPORTANT Wait until the calibration screen indicates that the interactive...

Страница 53: ...fects touch interactivity To clean the screen 1 Turn off any connected computers 2 Press the Standby button on the front control panel twice 3 Turn the interactive flat panel off by flicking the power...

Страница 54: ...ence detection sensor on its bottom frame Inspect the sensor regularly for dust and gently wipe it using a clean lint free cloth if buildup has occurred CAUTION Do not use compressed air water chemica...

Страница 55: ...Leave the interactive flat panel turned off for 48 hours Maintaining pens To prevent damage to the interactive flat panel s anti glare coating replace a pen if its nib becomes worn You can purchase r...

Страница 56: ...active flat panel could fall resulting in injury and severe product damage CAUTION Do not leave the interactive flat panel face up face down or upside down for an extended period because it could caus...

Страница 57: ...kapp iQ Pro interactive flat panel s name in the list of devices 54 Why am I experiencing performance issues 55 I m experiencing other issues 55 I d like to give feedback 56 Supported Apple devices an...

Страница 58: ...sources for users on page 10 Resolving issues with the interactive flat panel To resolve issues with the SMART kapp iQ Pro interactive flat panel review the following information If the issues persist...

Страница 59: ...as been turned off The re enable time is too short to allow you to exit the room before the sensor starts detecting motion again Increase the re enable time See Re enable Time in Setup menu options se...

Страница 60: ...any connected computers to prevent persistent images There are other image issues N A Return allsettings to their default values See Factory Reset in the Setup menu options support smarttech com docs...

Страница 61: ...n consider 1920 1080 at 60 Hz as an alternative The AM30 appliance only supports a resolution of 1920 1080 at 60 Hz The connected computer s screen resolution is correct but the image is surrounded by...

Страница 62: ...computer s documentation The SMART kapp iQ Pro 55 or 65 interactive flat panel s audio input isn t set correctly Ensure the board s audio input is set as the computer s audio connector See Audio Input...

Страница 63: ...s websites ensure the board s date and time are correct See Adjusting the SMART kapp iQ Pro settings in the SMART kapp iQ Pro administrator s guide smarttech com kb 171000 for more information l Conta...

Страница 64: ...s see Resolving Screen Share issues for Android mobile devices on page 57 l For basic troubleshooting for Screen Sharing for Windows computers see Resolving Screen Share issues for Windows computers o...

Страница 65: ...and Multicast must be enabled AirPlay cannot cross subnets or VLANs Ensure your device and interactive flat panelare on the same VLAN or subnet AirPlay is not displaying on my iOS mobile device N A En...

Страница 66: ...your Mac computer or iOS mobile device See Using Screen Share in the SMART kapp iQ Pro user s guide smarttech com kb 170812 l For more information about connecting a Mac computer see Get help in Use A...

Страница 67: ...to connect to the interactive flat panel again l Make sure your computer or device has the latest operating software Why am I experiencing performance issues Performance issues might appear as choppy...

Страница 68: ...esolving Screen Share issues on page 52 for more information l If a interactive flat panel s name appears more than once contact your system administrator l The screen is not responding to touch or yo...

Страница 69: ...interactive flat panel s name in the list of devices l Make sure your mobile device is on the same network as the SMART kapp iQ Pro interactive flat panel l Not all Android devices can initiate Scree...

Страница 70: ...device could be connected to different access points than your interactive flat panel which can increase latency Turn Airplane mode on and then off on your mobile device to try to connecting to a clos...

Страница 71: ...ite or draw with the pens Using your fingers or the pens to interact with the screen is not supported while using Screen Share l Turn off Power Saving mode on your Android device l Make sure your Andr...

Страница 72: ...om kb 171129 l For more information about the Google Cast browser extension see Casting a tab or entire desktop support google com googlecast answer 3228332 l For more information about sharing conten...

Страница 73: ...es are designed for video encoding for Screen Sharing so video streaming might not behave as expected Sharing videos or playing video games with frequent screen updates requires more network bandwidth...

Страница 74: ...Contact us here Resolving Screen Share issues for Windows computers What is Screen Sharing If your computer is on the same network as the SMART kapp iQ Pro interactive flat panel you can use the inter...

Страница 75: ...more information l On your computer turn Wi Fi off and then back on or disconnect and then reconnect the Ethernet cable If the interactive flat panel s name still doesn t appear in the list of devices...

Страница 76: ...M30 appliance antenna on page 101 for more information l Reduce your display s resolution to 1920 1080 or lower l Make sure the operating system on your Windows computer is updated l If you re using A...

Страница 77: ...us some feedback about the Screen Share beta experience Contact us here Using SMART software to resolve issues For more information about using SMART software to resolve issues with your interactive...

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Страница 79: ...71000 Using the SMART kapp iQ Pro on screen display menu For more information about the on screen display menu see support smarttech com docs hardware kapp kapp iq pro en installing and maintaining us...

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Страница 81: ...kapp Whiteboard 75 Screen Share beta 76 You can access the SMART kapp iQ Pro interactive flat panel s settings using the icon in the launcher NOTE Older versions of SMART kapp iQ Pro interactive flat...

Страница 82: ...A Displays the SMART kapp iQ Pro interactive flat panel s scaler version N A Serialnumber N A Displays the AM30 appliance s serialnumber N A Bluetooth address N A Displays the SMART kapp iQ Pro inter...

Страница 83: ...aining kapp settings default cshtml Country Option Values Function Notes Country Countries Sets the SMART kapp iQ Pro interactive flat panel s country N A Security Option Values Function Notes Clean u...

Страница 84: ...ss network Turn on Wi Fito discover networks Scan N A Scan for wireless networks Press More to access this option WPS Pin Entry N A N A Not used Wi FiDirect N A N A Not used Advanced N A Set advanced...

Страница 85: ...ff N A Wi Fifrequency band Auto 5 Ghz 2 4 Ghz Wi Fifrequency band N A Installcertificates N A Installcertificates to connect to a network N A Wi Fioptimization N A Minimize battery usage when Wi Fi is...

Страница 86: ...Select time zone N A Sets the SMART kapp iQ Pro interactive flat panel s time zone N A Use 24 hour format N A Displays the SMART kapp iQ Pro interactive flat panel s time using the 24 hour clock N A...

Страница 87: ...mation SMART kapp Whiteboard Option Values Function Notes Whiteboard storage N A N A N A Library On Off Enables or disables saving whiteboard sessions N A Save whiteboards in library For 1 week For 1...

Страница 88: ...n Share beta Option Values Function Notes Screen Share beta N A N A N A Reset N A Closes and restarts Screen Share app and its discovery services You can restart Screen Share as a troubleshooting step...

Страница 89: ...app Complete the following tasks on the network to allow mobile devices and computers to use AirPlay and Google Cast to use the Screen Share app l open the required TCP UDP ports see the following tab...

Страница 90: ...ports UDP 49152 65535 Dynamic ports TCP 49228 Google Cast TCP 50259 Google Cast UDP 54780 Google Cast UDP 62572 Google Cast To allow automatic system software updates l add https ws kappboard com to t...

Страница 91: ...S or later l iPad 2 or later l iPod touch 5th generation or later Supported Android devices and operating systems l All devices running Android 4 4 2 or later support the Cast Screen feature See Optim...

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Страница 93: ...d inventory 91 Power state 92 Source 92 Video 93 Audio 95 Multi Window 95 System information 97 You can connect a computer to the room control input on the SMART kapp iQ Pro interactive flat panel to...

Страница 94: ...configure the computer s serial interface 1 Turn on the interactive flat panel 2 Turn on the computer and then start the serial communications program or terminal emulation program 3 Activate local e...

Страница 95: ...ings using the room control system type commands after the command prompt and then wait for the response from the interactive flat panel CORRECT get contrast contrast 55 If you type a command that the...

Страница 96: ...y the video input This example shows how to get the contrast level for the HDMI video input get contrast hdmi1 contrast hdmi1 65 NOTE You must connect the video input to the interactive flat panel to...

Страница 97: ...example increases the contrast level by 5 set contrast 5 contrast 70 This example decreases the contrast level by 15 set contrast 15 contrast 55 SMART kapp iQ Pro 55 and 65 command inventory This sec...

Страница 98: ...input input Value hdmi1 ops hdmi2 Yes get videoinputs videoinputs Value hdmi1 ops hdmi2 Yes Use the following commands to assign source settings Command Possible values Response Standby mode set inpu...

Страница 99: ...e Value standard user dynamic displaymode Value No set contrast Value Incrementalvalue Incrementalvalue 0 100 contrast Value No set brightness Value Incrementalvalue Incrementalvalue 0 100 brightness...

Страница 100: ...udioinput audioinput Value usbaudio HDMI OPSdigital No get treble treble Value 0 100 No get bass bass Value 0 100 No get audioeq120 audioeq120 Value 0 100 No get audioeq500 audioeq500 Value 0 100 No g...

Страница 101: ...00 Value 0 100 audioeq7500 Value No set audioeq12k Value 0 100 audioeq12k Value No set balance Value Incrementalvalue Incrementalvalue 0 100 balance Value No set soundreset Value yes soundreset Value...

Страница 102: ...lue Serialnumber No get proximityinstalled proximityinstalled Value yes no get proximity proximity Value on off Yes get proximityreenable proximityreenable Value 1 10 Yes get proximitydetected proximi...

Страница 103: ...uage Value No set proximity Value on off proximity Value Yes set proximityreenable Value 1 10 proximityreenable Value Yes set monitorid Value Incrementalvalue Incrementalvalue 1 100 monitorid Value No...

Страница 104: ...e on off standby Yes Use the following commands to assign power state settings Command Possible values Response Standby mode set powerstate Value on off standby powerstate Value Yes Source Use the fol...

Страница 105: ...ng commands to identify video settings Command Response Possible values Standby mode get displaymode displaymode Value standard user dynamic No get contrast contrast Value 0 100 No get brightness brig...

Страница 106: ...set tint Value Incrementalvalue Incrementalvalue 0 100 tint Value No set sharpness Value Incrementalvalue Incrementalvalue 0 100 sharpness Value No set colortemp Value normal warm cool user colortemp...

Страница 107: ...ponse Standby mode set volume Value Incrementalvalue Incrementalvalue 0 100 volume Value No set mute Value on off mute Value No set balance Value Incrementalvalue Incrementalvalue 0 100 balance Value...

Страница 108: ...i2 displayport opshdmi opshdmidisplayport No Use the following commands to assign Multi Window settings Command Possible values Response Standby mode set mw Value off dual quad mw Value No set mwaudio...

Страница 109: ...mode get autopoweroff autopoweroff Value 15 240 No get fwverscr fwverscr Value Scalar version firmware number Yes get fwvertouch fwvertouch Value Touch controller firmware version number Yes get seria...

Страница 110: ...es get proximityreenable proximityreenable Value 1 10 Yes get proximitydetected proximitydetected Value yes no No get monitorid monitorid Value 1 100 No get powersave powersave Value on off No get fbc...

Страница 111: ...m language Value No set proximity Value on off proximity Value Yes set proximityreenable Value 1 10 proximityreenable Value Yes set monitorid Value Incrementalvalue Incrementalvalue 1 100 monitorid Va...

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Страница 113: ...enna For more information see the following installation guides l SMART kapp iQ Pro 55 and 65 installation guide smarttech com kb 170810 l SMART kapp iQ Pro 65 V2 installation guide smarttech com kb 1...

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Страница 115: ...t contain substances that can be harmful to the environment and to human health The crossed out wheeled bin symbol indicates that products should be disposed of in the appropriate recycling stream and...

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Страница 118: ...SMART TECHNOLOGIES smarttech com support smarttech com contactsupport smarttech com kb 171000...

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