SMART U100 Operating instructions
U100 Troubleshooting Diagram
1. U100 Main Page
U100 issue
Image Network Audio Power &
other Serial
interface Remote
control
smarttech.com/support
smarttech.com/contactsupport
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Troubleshooting steps.
Contact Technical support for
further assistance.
Issue resolved.
Additional information
Last revised: April 24, 2015
Glossary of Terms
Revision History
Note: If you are experiencing
interactivity issues with SMART
Board
By default USB1 is mapped to HDMI1
and USB2 is mapped to VGA.
Contact Support
In the event your projector needs replacement/
repair, please remove the lamp from defective
projector prior to shipping. The replacement
projector will not also not include a lamp. Click
the box for more information.
U100 Troubleshooting Diagram
2. Image issues
Image
issues
Cannot
keystone
the image
Flickering
image
Image shifts
when input
is
connected
Video
source is
not
recognized
Noisy image Stuck pixel
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Home
Please ensure all
extenders, VGA splitters
are bypassed whenever
troubleshooting image
issues.
Revision History
Contact Support
Dim image
U100 Troubleshooting Diagram
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Home
Cannot
keystone the
image
Follow steps in the
linked document if
you are using
SBX800 series
interactive
whiteboard.
Issue resolved. For further assistance,
contact SMART
Technical Support.
2.1 Cannot keystone the image Revision History
U100 mounting template
Contact Support
Follow steps in the
linked document if
you are using
SBM600 series
interactive
whiteboard.
Watch the YouTube
video link and
ensure all correct
steps have been
followed. Is the
issue resolved?
Yes No
U100 Troubleshooting Diagram
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Flickering image
What kind of
‘flickering’ are you
seeing?
Projector has ‘rolling’
bars or lines
flickering in the
image.
Projectors has
sparkles and noise in
the image.
Projector is
flickering different
colours.
Ensure all extenders, VGA
splitters are bypassed
whenever troubleshooting
image issues.
2.2 Flickering image Revision History
Contact Support
U100 Troubleshooting Diagram
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Home
Projector has
sparkles and
noise in the
image.
Try another VGA
cable. Is the issue
resolved?
Try the HDMI port and
ensure correct input is
selected. Is the issue
resolved?
Try another
computer. Is the
issue resolved?
Use another VGA cable.
Issue resolved.
Perform all driver updates on
the PC and check with your
local IT department. It is
possible that the video card is
defective.
No
Ensure all extenders, VGA
splitters are bypassed
whenever troubleshooting
image issues.
Yes
Yes
No
No
Yes
For further assistance,
contact SMART Technical
Support.
(A)
For further assistance,
contact SMART Technical
Support.
(B)
2.2.2 Projector has sparkles and noise in the image
Revision History
Contact Support
U100 Troubleshooting Diagram
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Projector is flickering
different colours
Disconnect all the inputs
from the projector beside
power cable. Does this
resolve the issue?
Determine which
source is causing
issue and replace
source. Is the issue
resolved?
Try replacing cabling
between source and
projector. Is the
issue resolved?
Try factory reset on
projector. Is the issue
resolved?
Issue is the source. Use a
different computer, DVD,
VCR, etc or Attempt to adjust
Source output settings.
Issue resolved.
Issue resolved.
No
- Ensure the video source
meets the U100 resolution
settings 1024x768@60Hz for
680/880 boards and
1280x800@60Hz for 685/885
boards. This can be checked
from the projector’s menu
Ensure all extenders, VGA
splitters are bypassed
whenever troubleshooting
image issues.
No
Yes
Yes
Yes
No
No
Factory reset can be
performed through service
menu. Service menu can be
accessed using navigation
keys in following order:
Down, up, up, left, up.
For further
assistance, contact
SMART Technical
Support.
(A)
For further
assistance, contact
SMART Technical
Support.
(B)
2.2.3 Projector is flickering different colours Revision History
Yes
Contact Support
U100 Troubleshooting Diagram
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Image Shifts When Input is
Connected
Set the input source to
1024x768@60 Hz for 680/880
boards or 1280x800@60Hz for
685/885 resolution. Verify that
the projector recognizes the
resolution by pressing Menu >
Information (far right) on the
remote. Is the issue resolved?
Bypass any splitters, hubs,
extenders or Document
Camera (if any) and ensure the
use of the straight video cable
(VGA/HDMI) from computer to
projector. Is the issue
resolved?
Swap computer and video
cable one at a time. Is the
issue resolved?
When the shift happens try one of
the below:
1. Change the projector input
source using the remote.
OR
2. Re-set the computer resolution
to the native (1024x768 or
1280x800) of projector.
Does this workaround move the
image back to normal position?
Issue resolved.
Issue is with the cabling or
setup.
Issue resolved.
1. Switch Inputs: If the current
input source is VGA, using
remote switch to HDMI and back
to VGA.
2. Re-set Resolution: Go to
computer screen resolution
settings and re-apply the same
resolution (1024x768 or
1280x800).
No
No
No
Yes
Yes
Yes
Yes
Ensure all extenders, VGA
splitters are bypassed
whenever troubleshooting
image issues.
This requires further
troubleshooting. For
further assistance,
contact SMART
Technical Support.
(A)
For further
assistance, contact
SMART Technical
Support.
(B)
No
2.3 Image shifts when input is connected Revision History
Contact Support
U100 Troubleshooting Diagram
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Home
Video source is not
recognized
Set the computer to
1024x768 @60 Hz
or 1280x800 @ 60
Hz resolution. Is the
issue resolved?
Issue resolved. Yes
Ensure all extenders, VGA
splitters are bypassed
whenever troubleshooting
image issues.
Swap the VGA/
HDMI cable for a
known working
one. Is the issue
resolved?
Use a different input
on the projector
(VGA, HDMI) and
correct input is
selected. Is the issue
resolved?
Use a different video
source (laptop, VCR,
DVD). Is the issue
resolved?
Issue resolved.
Perform all driver updates
on the PC and check with
your local IT department. It
is possible that the video
card is defective.
No
Yes
No
Yes
No
Yes
No
For further assistance,
contact SMART
Technical Support.
(A)
For further assistance,
contact SMART
Technical Support.
(B)
2.4 Video source is not recognized Revision History
Note: U100 has only one VGA
(Blue port) and two HDMI inputs.
Contact Support
U100 Troubleshooting Diagram
Noisy image
Back
Home
Ensure all extenders, VGA
splitters are bypassed
whenever troubleshooting
image issues.
No
Set resolution to
1024x768 @60 Hz
or 1280x800 @60
Hz. Is the issue
resolved?
Swap the VGA/
HDMI cable. Is the
issue resolved?
Try a different
known working
computer. Is the
issue resolved?
Ensure the
computer and
projector are
plugged into the
same wall outlet or
power bar. Is the
issue resolved?
Issue resolved.
Issue resolved.
Yes
No
Yes
No
No
No
Issue resolved. Yes
For further assistance,
contact SMART
Technical Support.
2.5 Noisy image Revision History
Issue resolved. Yes
Contact Support
U100 Troubleshooting Diagram
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Stuck pixel
Confirm if issue occurs
when no input is
connected. Does it
occur on the blue
SMART logo screen?
Projector doesn’t have stuck
pixel issue, please select
appropriate issue at the
beginning of the Tree.
No Yes
For further
assistance, contact
SMART Technical
Support.
2.6 Stuck pixel Revision History
Contact Support
U70 Troubleshooting Diagram
Dim Image
Perform a power
cycle on the
projector. Is the
issue resolved?
Perform a factory
reset on the
projector. Is the
issue resolved?
No
Issue Resolved.
Yes
Yes
Clean the lens of
the projector.
Does this resolve
the issue?
No Yes
Swap lamp with a
known good
lamp. Does this
resolve the
issue?
No
Disconnect all cables
except for the power
cable. Does it occur on
the blue SMART screen?
Yes
Issue Resolved. Problem
determined to be with
cabling or video source.
No
For further assistance,
please contact SMART
Technical Support if
your lamp is under
warranty.(A)
2.7 Dim Image
Back
Revision History
Contact Support
Home
For further
assistance, please
contact SMART
Technical Support.(B)
No
Yes
U100 Troubleshooting Diagram
3. Network issues
Back
Home
Network issues
Enable the network
card in the projector's
menu. Network and
VGA out in OSD menu
should be set to On.
Try assigning an IP to
the projector
Did the IP address
stay and projector is
connected?
Are you able to ping
the IP address from
a network PC?
Try DHCP
connection.
Did the IP address
stay and projector is
connected?
Does a computer get
an IP assigned when
plugged into the
network connection?
Consult your network
administrator. IP
assignment may be
restricted to MAC
addresses.
Try manual IP
connection.
Manual IP DHCP
No
Issue resolved.Yes
No
Consult your network
administrator as there is no
DHCP server on the port.
Not connected
Issue resolved.
No
Yes
Yes
No
Try a different IP
address. Another PC
is already assigned
to that IP address.
Did this resolve the
issue?
Issue resolved. Yes Yes
For further
assistance, contact
SMART Technical
Support.
Not connected
Revision History
Contact Support
U100 Troubleshooting Diagram
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Home
No sound?
Issue resolved.
Issue resolved.
For further
assistance, contact
SMART Technical
Support.
(A)
For further
assistance, contact
SMART Technical
Support.
(B)
4.1 No sound
Revision History
Confirm the computer is
set to output the audio to
U100 (HDMI/USB)
Bypass ECP (If
connected). Is the issue
resolved?
Bypass CAT5 extenders
(If connected)
No
Issue resolved. Try good
known CAT5 extenders
Yes
Swap the HDMI/audio
cable and confirm the
connections are secured
from both sides.
Issue resolved.Yes
No
Is the internal speaker
working?
No
Press the menu button
on the projector remote
and make sure speaker
is “ON” and the volume
is set to 20. Is the issue
resolved?
Confirm that 3.5mm
stereo mini cable from
the projector's audio jack
is securely connected to
speakers. Is the issue
resolved?
Yes
Swap the 3.5mm stereo
mini cable. Is the issue
resolved?
No
Issue resolved. Yes
Yes No
Try another computer/
audio source with the
projector. Is the issue
resolved?
Issue resolved.
No
Swap ECP with a good
know working unit. Is the
issue resolved? Yes
No
Yes
No
Contact Support
Issue resolved.Yes
Yes
No
No
U100 Troubleshooting Diagram
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Audio feedback/ noisy
audio
Verify the cables from the ECP
to the projector are properly and
securely connected by referring
to the configuration and User’s
Guide. Is the issue resolved?
Verify that the audio connection
from the audio source to the
ECP is properly and securely
connected by following the
instructions on the SMART
Board M600ix3/800ix3
Configuration and User’s Guide.
Is the issue resolved?
Bypass the ECP and connect
directly to the projector. Is
the issue resolved?
If you are using CAT5
extenders, bypass them. Is
the issue resolved?
Issue resolved.
Issue resolved.
Yes
Yes
Yes
Issue is with the extenders or
CAT5 cable.
No
No
No
No
Use a known working audio
cable from audio source to
projector audio input. Is the
issue resolved?
Use a known working audio
cable from projector audio out
to the speakers. Is the issue
resolved?
Connect the speakers
directly to the audio source.
Is the issue resolved?
Replace audio cable. Issue
resolved.
Replace audio cable. Issue
resolved.
Try another known working
computer. Is the issue
resolved?
Issue resolved.
No
Yes
Yes
No
Yes
No
Yes
No
Yes
Yes
For further
assistance, contact
SMART Technical
Support.
(A)
For further assistance,
contact SMART
Technical Support.
(B)
For further
assistance, contact
SMART Technical
Support.
(C)
4.2 Audio feedback/ Noisy audio Revision History
Note: If you are experiencing audio
feedback/audio buzz and the SMART
board is powered by the projector try using
an external power supply to power the
SMART Board.
Contact Support
U100 Troubleshooting Diagram
5. Power and other
Power & other
Select the issue
No display No power Lamp shattered
Back
Home
Revision History
Contact Support
Does the LED fault
code display any
error codes.(See
example for error)
Troubleshoot
based on Power
and diagnostics
LED combination
No
Follow the link to
troubleshoot
accordingly. Is the
issue resolved?
Yes
For further assistance,
contact SMART Technical
Support.
Issue resolved.
Yes
No
U100 Troubleshooting Diagram
5. Power and other
No display
What is the power LED light status?
What is the
status of the
Diagnostics
LED?
What is the
status of the
Diagnostics
LED?
What is the
status of the
Diagnostics
LED?
What is the
status of the
Diagnostics
LED?
What is the
status of the
Diagnostics
LED?
Projector is in
standby mode Lamp error Unit cooling
down Unit is running as
expected
The projector is
preparing to turn
on
Unit does not
have sufficient
power or is not
plugged in
Error (fan/
colour wheel
failure)
Temperature limit
exceeded
Off Flashing red Off Off
Back
Home
Solid amber
Flashing amber Solid green Flashing green Off
Off Solid red Flashing red
Off
Revision History
Contact Support
Lamp is nearing
end of life. Replace
lamp soon.
Solid Red
U100 Troubleshooting Diagram
No power
Try a different power
outlet. Is the issue
resolved?
Confirm if there is no
light status on the
projector and swap
the power cable. Is
the issue resolved?
Issue resolved.
Issue resolved.
No
No
Yes
Yes
Home
For further
assistance, contact
SMART Technical
Support.
5.1 No power Revision History
Contact Support
Back
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