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kappIQ TROUBLESHOOTING GUIDE HOME

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Power Issues

Image Issues

Problem Category

Sound Issues

Touch Issues

Room Issues

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POWER MAIN

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SOUND

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Display does not turn on Power Issues

kappIQ does not turn on

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DISPLAY POWER

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The panel does not turn on

SOUND

HINT

Do the lights on the Lower Bezel come on? YES

Follow Troubleshooting for ‘No Image’

TOUCH/INK

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For problems with Proximity controls please go to the Room page.

NOTE

NO

Ensure the power switch is in the ‘ON’ position. Did it turn on? NO Swap power cable and power outlet for known good. Did it turn on? NO

Contact SMART Technical Support

YES

Issue is resolved

YES

KAPP PC POWER

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The panel turns on but the kapp PC does not

Turn off the display via the rear rocker switch.

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TOUCH/INK

The PC will take 90-120 seconds to boot. Longer then this may indicate an issue.

NOTE

NO Reseat the kapp PC and turn back on. Did the PC turn on?

NO


YES

Issue is resolved

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‘No Signal’/ No Image

Distorted Image Image Issues

Image Size

Pixel Problems

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NO IMAGE

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‘No Signal’/No Image

SOUND

TOUCH/INK

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Are the lights in the bottom left corner lit up?

NO IMAGE DISPLAYED

YES

NO Go to Power Issues troubleshooting

NO SIGNAL MESSAGE

Is the issue with kapp or the connected PC?

Is the kapp PC plugged into the left side of the panel correctly?

kapp

PC

NO

Ensure the HDMI cable is a 1.4a cable and properly connected. Is the issue resolved?

STOP. Power down the unit from the rocker switch before trying to plug in the Module.

NO By pass any inline device and go direct into the panel. Is the issue resolved? NO Swap source with a different computer or BluRay. Did it work? NO

Contact SMART Technical Support.

YES

Issue is resolved

Contact SMART Technical Support.

YES

Turn the display back on. Did kapp start?

NO

NOTE

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DOES NOT FILL

Is your display set for underscan in your computer graphics card?

Is the image cutoff, or does it not fill the screen? CUTOFF

Is your display set for overscan in your computer graphics card?

YES

Issue is resolved

NO

Remove any inline device and connect directly. Is the issue resolved?

NO

NO

Issue is resolved

YES

Is the source set to a 16:9 aspect ratio. Did this resolve it?

Recommended: 1280x720 1600x900 1920x1080 3840x2160

HINT

NO

Update video card drivers. Is the issue resolved? NO

Set source to only display on the IFP. Is the issue resolved? NO

Try a different source. Is the issue resolved?

NO Contact SMART Technical Support

DISTORTED IMAGE

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There are some individual random bright/dark spots spots

What do you see?

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Go to Pixel problems

There is an image but it is very distorted

There are lines or snow in the image

Try replacing the HDMI cable. Ensure it is 1.4a certified. Did this work?

TOUCH/INK

YES

Issue is resolved

NO

Change the video resolution. Did this work? NO

Try using a different source. Did this work? NO

Take several photos of the issue, or if possible video.


PIXEL PROBLEMS

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Before continuing, power cycle your display. Did this fix the issue?

TOUCH/INK

YES

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Issue is resolved

NO

What does the issue look like?

BRIGHT SPOT

DARK SPOT

Stuck Sub Pixel

Dead Sub Pixel

A colored pixel with a dark background displayed

A dark pixel with a bright background displayed

Maximum Total Allowed: 3

Maximum Total Allowed: 12

Maximum Total of Adjacent Stuck pixels: 2

Maximum Total of Adjacent Dead pixels: 2

Stuck Sub Pixel A stuck pixel less than half the size of a sub pixel Maximum Total Allowed: 10 Maximum Combination of Bad Pixels: 15

NO

Is the number higher than allowed?

YES

Issue is resolved

Take several photos of the issue, or if possible video.


SOUND MAIN

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SOUND

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No Sound

Sound Issues Sound Quality Issues

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NO SOUND

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Internal or External Speakers

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SOUND

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Connected to PC or connected to panel?

EXTERNAL

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The problem is with the PC and not your SMART IFP and needs correction first.

PC

PANEL

Issue is resolved.

YES

Bypass any inline devices and connect direct to the speaker. Do they work?

Connect a different source to the speakers. Do they work?

NO

YES INTERNAL

Is the audio source directly connected to the panel and assigned as the default audio source?

NO

YES NO

Issue is resolved.

YES

Is the volume on the PC turned up? On the front of the panel? Issue resolved?

Connect directly to the panel with an HDMI 1.4a cable and assign via Audio properties. Is the issue resolved?

NO

Swap HDMI cable for known good. Is the issue resovled?

YES

NO

NO

Swap Audio source for known good. Is the issue resolved?

YES

Issue is resolved. NO


SOUND QUALITY

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Sound is distorted or noisy

Try a different cable. Issue resolved? NO

If the audio source is not directly connected then do so. Issue resolved? NO

Connect a different audio source. Issue resolved? NO Contact SMART Technical Support

YES

Issue is resolved.

TOUCH&INK MAIN

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Please ensure all of your display firmware is up to date before continuing. Please visit this website page for further information.

UPDATE HERE HINT

Your display firmware information is found by pressing the Menu button on the left side of the display and navigating to the about tab. You will need an external PC, USB, and HDMI cable to perform any updates.

kappIQ Touch/Ink

Pen Inking Touch & Ink Issues Touch Accuracy

No Touch

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KAPP TOUCH

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Is the issue no touch or partial touch and ink realted?

TOUCH/INK

NO TOUCH

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PARTIAL TOUCH AND INK Check for, and remove any dust and debris from the lower bezel track. Did it work?

Issue is resolved.

YES

NO Run a full calibrate. Is the issue resolved?


To calibrate the display, tap the green circle five times to bring up the settings menu. Then select Diagnostics and calibrate, and then the calibrate option. Follow the onscreen instructions.

PEN INKING

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Is the issue is with kapp, a connected computer, or both?

BOTH

TOUCH/INK

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Go to kapp touch/ ink troubleshooting page

kapp

COMPUTER

Issue is resolved.

YES

Calibrate the board, did this resolve the issue?

Go to the SMART Settings Menu and select Advanced Settings on the Hardware page.

HINT

No and I’m getting the wrong color lines

No and I still can’t draw in some areas NO

Go to touch accuracy page

Issue is resolved.

YES

Open your SMART Software and try to write. Does the red pen draw in red and the black in black?

NO


NO

Swap pens from known good unit. Is the issue resolved?

Please note: ensure you are not covering the black plastic cone with your fingers, or dragging your sleeve cuff across the board.

Depending upon the angle at which you hold the pen it is possible to see the rare occasional pen stroke as an incorrect color.

TOUCH ACCURACY

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Check for, and remove any dust and debris from the lower bezel track. Did it work?

HINT

NO Is the moon on the front panel flashing or solid white?

FLASHING

Ensure the SMART drivers have been installed and started. Is the moon solid now?

NO


YES

YES

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When flashing white the IFP is not running SMART Drivers. These can be enabled from SMART Settings in your start Menu. Drivers can be downloaded from smarttech.com/ support

SOLID Run a full calibrate and orient (Orient on PC only). Is the issue resolved?

HINT


NO

Issue is resolved.

YES

(PC Only) Change the screen resolution and calibrate. Is the issue resolved?

NO (PC Only) Reinstall SMART Product Drivers and calibrate. Is the issue resolved?

NO (PC Only) Swap computer with known good and calibrate. Is the issue resolved?


If you are using a system with more than one display and you start the orient but do not see the orient screen; try pressing the spacebar on an attached keyboard to move it to the screen you require.

HINT


NO TOUCH

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PULSING ORANGE

When flashing white the IFP is not running SMART Drivers. These can be enabled from SMART Settings in your start Menu. Drivers can be downloaded from smarttech.com/ support

Swap USB port on the computer. Is the issue resolved?

SOUND

What is the status of the moon icon?

HINT

Ensure the SMART drivers have been installed and started. Is the moon solid now?

YES

Swap USB Cable with known good. Is the issue resolved?

Run a full calibrate and orient. Is the issue resolved?

Issue is resolved.

YES

NO

NO

Remove any inline devices, connect direct to the panel from the computer. Does it work?

Change the screen resolution and calibrate. Is the issue resolved?

NO

NO

Try a different computer. Is the issue resolved?

Reinstall SMART Product Drivers and calibrate. Is the issue resolved?


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SOLID WHITE

PULSING WHITE

NO

YES

TOUCH/INK

Swap computer with known good and calibrate. Is the issue resolved?


NO

HINT


If you are using a system with more than one display and you start the orient but do not see the orient screen; try pressing the spacebar on an attached computer to move it to the screen you require.

HINT


ROOM MAIN

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Proximity and Standby

Room Issues

RS232 Control

kapp connectivity

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RS232

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Has the control system been tested to work on another system?

YES IT WORKS

TOUCH/INK

Test the control system on another display. Did it work?

NO

The problem is with the control system and not your SMART IFP and needs correction first.

Replace the cable with a direct RS232 connection. Is the issue resolved?

YES

Issue is resolved.

YES

Is the interconnect cable direct and is it a proper RS232 Cable and not a null modem?

DIRECT NO Are the RS232 Port settings configured correctly?

HINT

Baud: 19200 Data Length: 8 Parity: None Stop: 1

HINT

Ensure CR and Local Echo have been enabled.

NO

Issue is resolved.

YES

Power cycle the unit via the rocker switch on the back. Is the issue resolved?

NO Use a terminal program from a computer to confirm the panel is communicating. Issue resolved?

NO


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PROXIMITY AND STANDBY

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POWER

The panel does not turn on when I walk into the room.

Set the Proximity condition to On.

The proximity ReEnable timer sets how long the proximity sensor will wait after turn off to become active.

IMAGE

The panel does not turn off after the room is empty.

NO

HINT

SOUND

HINT

TOUCH/INK

Please note if Power Save is set to ON in the OSD menu the panel will turn off 30 seconds after loss of video.

In the OSD Setup menu, is Proximity enabled?

In the OSD Setup menu, is Proximity enabled?

YES

YES

Set the Proximity Reenable timer to 1 minute, put the panel into standby, wait 1 minute and move around. Did it turn on?

Set the Proximity Auto Power Off timer to 15 minutes, leave the room for 15 minutes and return. Did it go from an off to an on state?

YES NO


NO

Issue is resolved.

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NO

HINT

Set the Proximity Condition to On.

The Proximity Auto Power Off timer sets how long the display waits to go into Standby after loss of video.

KAPP CONNECTIVITY

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SOUND

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The bluetooth connection drops or is unstable.

NO

The Antenna ships in the same box as the kapp PC

HINT

Ensure the Antenna is attached to the kapp PC. Did this fix the issue?

NO


YES

Issue is resolved.

REVISION

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REVISION HISTORY SECTION

PAGE

REV.

REVISED BY

DATE

DESCRIPTION OF CHANGE

All

All

1.0

Matt Van Gastel

Jun. 3/15

Initial Release

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