10 Interactive Panels

Basics

There are a variety of interactive panels or interactive displays in use in Michigan but basic troubleshooting for interactive displays is often similar. 

If the power light is not on, check the following:

  • Check all connections to the display so they are snug. Be sure the power cable is securely fastened to the outlet or power supply.
  • If the power supply has an on/off switch, is it turned on? If so, test using a device that you know is working in the outlet or power supply
  • Be sure  the batteries in the remote are still good.
  • Unplug the display for 30 seconds and then restart.
  • Make sure the display is not in stand-by mode by pressing the power button.
  • Press the home button to see if the display will open.
  • A quick test for video issues is to tap the home button on the screen or remote. If the home screen appears correctly, you probably have a video input issue.
  • Unplug video cables, wait 10-15 seconds, then plug them back in to see if it resolves video problems.

  • Remember when you are troubleshooting:

    • The HDMI cable carries the audio and video features.
    • The Touchscreen/Pen is controlled by the USB cable. 
    • Always check both ends of all cables.

You should know the following terms:

  • Interactive display
  • Interactive panel
  • Interactive whiteboard
  • Power Management Mode
  • Standby Mode
  • USB C
  • VGA cable
  • Video settings
  • Zoom settings

Because there are so many types of interactive whiteboards, displays, and panels, general directions for troubleshooting will be divided into 2 categories: 1) interactive boards, and 2) interactive touchscreen displays.

Interactive Whiteboards

Solid green light. The board is working as it should be. 

Blinking green light. The board is waiting for the computer to connect, or the board sees the port but not the drivers. Disconnect and reconnect cables then restart the board and computer. If necessary, you may have to reinstall drivers.

Red light is blinking. The board has power but can’t see the computer. Check the connections to be sure they are all tight. Alternatively, try a different cable that you know is working or try a different port on the computer.

Solid red light. A solid red light indicates connection issues. The issues could relate to the wireless or ethernet connection depending on how it is connected.

Blinking Amber. This indicates internal board issues and your best course of action is to call for service. 

Screen is blank or the display is not turning on. Follow the basic troubleshooting directions. Note that in some models, it may take 30 seconds or more for the screen to warm back up and reboot. Be aware that the pen tray, if you have one, can go bad and could kill all the features of the board. It can be removed and replaced. See manufacturers information for details.

Screen is turning on when it should not. Move the display out of direct sunlight or bright lights. If the display is connected through an RS-232 cable, make sure the cable distance is 16’ or less. 

Screen is blank. Press the home button on the screen or the home button on the remote. Push the power button to be sure it is not in standby mode or check that the connected computers have not gone to sleep. Try restarting the display and any connected computers. Some models allow you to reset the display by holding the power button for 10-15 seconds. Check your operators manual to see if this works for your display. Finally, check the video cables with some that you know work to be sure the issue is not a bad cable.

You get a connection message but nothing else. Be sure the computer is connected to the correct port. If so, check the display and computer refresh rate to be sure it is compatible.    

There is a problem with the image on the screen. Tap the home button on the screen or remote. If the home screen appears correctly, there is an issue with the video input. Consider trying a different input and then go back to the original input. As with other issues, make sure the connected computer is on. You can restart the panel. If that doesn’t help, try using a different cable that you know is working.

There is no display when connecting with a USB C cable. Make sure that the computer supports video via USB Type-C.

Using USB C on a SMART display. Make sure the cable used with the USB Type-C receptacle supports Super Speed (5Gbps) USB. Look for the Super Speed USB logo on the cable. If the cable doesn’t have the Super Speed USB logo, it may not have the internal wiring necessary to carry DisplayPort Alternate Mode video data.

Bright Spot Appears on the Screen. Tap the home button on the display or remote. If the home screen appears correctly, it is a video input issue. If there is a panel issue, contact the company if the display is under warranty.

Colors do not appear correctly. If you are using two displays side-by-side, there can be minor differences in colors between the two displays. Adjust the color settings or reset colors to factory default. If that doesn’t help, try a different VGA cable that you know works.

The image is cut off or shifted to the left or right. Adjust the zoom settings on the computer. If you are connected via VGA and your connected device is totally black, switch to gray or another color. Finally, be sure the laptop's external display is enabled.

A persistent image appears on the screen. It’s important staff and students understand that they should never leave the same image on screen for days. Check out this advice from SMART for burned-in images. 

No sound. If you are using an external audio system, double check to make sure it is turned on. Check to make sure all cables connected to the external audio system are secure. Plug and unplug the cables to be sure. It’s possible the computer is muted. You can also review and adjust the display’s audio settings.

Touch is not working as expected. First, restart the display. Turn it off and wait 10-15 seconds before restarting. If that doesn’t work, confirm that the correct drivers are installed on the computer. Also check to make sure any cables do not exceed the maximum length. If they are the appropriate length, check the connections with a known working cable. You may have to update the firmware on your device. or

  • Windows: Check device manager and look for any X or ! over the display’s icon.

  • Macintosh: Look for system errors in the display’s row. 

The display responds to touch but does not respond to the pen. Use the same troubleshooting steps for when touch is not working as expected. If using a SMART Interactive panel, you can try reinstalling or updating the drivers and Smart Ink.

When you write on the screen, it appears in the wrong place. Clean the screen following the manufacturer’s directions. Some household cleaners are not appropriate for cleaning interactive touchscreens. Once clean, restart the display. Use a known working pen from another display to see if it may be a pen issue. Check for infrared sources in the room that might be interfering. Finally, you may need to reinstall drivers or update the firmware.

Interactive Touchscreen Displays

Touchscreen will not power on. Begin by using the basic troubleshooting tips at the beginning of this module. If those are unsuccessful, unplug the touchscreen and wait 15-30 seconds before  plugging it back in and turn it on. If it still does not turn on, check all cables and connections. Plug something else into the wall outlet to ensure it is transmitting power.

White light. This indicates normal operation.

Solid amber light. The display is in Power Management Mode. Press the Standby button to exit or connect your device.

Slowly flashing amber light. The display is in Standby Mode. To leave standby mode: Press the Standby button or touch the screen if “wake to touch” is enabled. If your display has motion detection enabled, walk closer to the screen.

Flashing amber light. There is no computer connected. Check the cables and that the computer is on and not asleep if you think it should be connected.

Display is not working. See the Basics tips for troubleshooting displays. You can also try restarting the flat panel. If the touchscreen is not working, always check the USB  cable since it is responsible for the touch part of the device. 

Presence Detection and Wake to Touch. If these items are installed and not working, be sure all cables are connected correctly and snug. Make sure the sensors are not blocked or dirty.

Screen is turning on when it should not. Move the display out of direct sunlight or bright lights.If your display is connected through an RS-232 cable, make sure the cable distance is 16’ or less. 

Video issues. These can include distorted or dim images or noise. Make sure the computer is not in standby mode. If not, check the resolution and refresh rates of the computer and board to be sure they are compatible. Restart the display. If necessary, replace the video cord with one you know works. 

Bright spot appears on the screen. Take a photo of the screen and send it to the company if the display is still under warranty.

Colors do not appear correctly. If you are using two displays side-by-side, there can be minor differences in colors between the two displays. Try replacing the VGA cable with one that you know works. You can also adjust the color settings or reset colors to factory default.

If the image is cut off or shifted to the left or right. Adjust the zoom settings on the computer. If you are connected via VGA and your computer desktop is totally black, switch to gray or another color. Also be sure the laptop’s external display is enabled.

The image does not fill the entire screen. Adjust the video settings on the connected computer.

Audio Issues. Be sure an external system is connected properly and turned on. If so, check all of the cables and ensure they are plugged in correctly and snug. Try adjusting the volume on the display, computer, or both devices.

Sounds coming from the power bar. Be aware that these sounds are normal. All interactive flat panels emit some electrical noise. Such sounds may be more noticeable with some interactive flat panels than with others. However, if you hear noise from the front of the interactive flat panel, further investigation is required. Try connecting all devices to the same power outlet or power bar. Source Documentation: https://support.smarttech.com/docs/hardware/displays/smart-board-8000i-g5/en/troubleshooting/default.cshtml

Cleaning. Be sure to clean any display according to the manufacturer’s recommendations. Never spray anything directly onto the boards. Spray approved cleaners on a cloth and then wipe the display.

Here are additional resources you may find useful:

Complete the following task or self-assessment:

If not already done, catalog the displays you have in your building(s). Include their: 

  • model numbers, 
  • serial numbers, and 
  • the software they are running in your Systems Overview Data spreadsheet. 

This will save time and make it a lot easier when you need to fix issues. You might also want to add a link to the manufacturer's Knowledge Base for each board to quickly search for answers.