SMART CLASSROOM FREQUENTLY ASKED QUESTIONS (FAQs)

A Troubleshooting Web Page for Media Staff

Problem #1: Cannot log in to computer
Problem #2: Projector is not displaying the computer screen
Problem #3: The projector has no power
Problem #4: The cursor is in the shape of a pen or eraser
Problem #5: The video tape is not playing on the screen
Problem #6: Safari is not showing on the screen
Problem #7: Cannot get sound from the computer
Problem #8: Remote is not working
Problem #9: Wireless keyboard and/or mouse is not working
Problem #10: Projection is not bright/very dim
Problem #11: Projection is off-center/tilted

 

PROBLEMS:

Problem #1: Cannot log in to computer

Initial Questions: What is your name? What room are you in?

Question 1: Are you receiving an error when you try to log in?

• If yes, ask "What does the error say?"
  • If the error says "Tree or server cannot be found," transfer caller to Information Technology at 5302. This means that there is no network connection to the computer.
  • If the error says "Cannot log you in to this workstation," continue to Question 2.
• If no, ask again what the problem is.

Question 2: Are you using the correct context?

• If yes, continue to Question 3.
• If no or they are unsure, find their context and instruct them how to change it (Instructions for Changing Context). If this does not fix the problem, continue to Question 3.

Question 3: Are you using the correct server?

• If yes, continue to Question 4.
• If no, find which server they should use and instruct them on how to change it. If this does not fix the problem, continue to Question 4.

Question 4: Are you using your correct network ID and password?

• If yes, transfer caller to Information Technology at 5302.
• If no, instruct them to try using their network ID and password (the ID and password they use to log in to their office computer or computer on campus). If this does not fix the problem, transfer caller to Information Technology at 5302.

 

Problem #2: Projector is not displaying the computer screen

Initial Questions: What is your name? What room are you in?

Question 1: Is there light coming out of the projector?

• If yes, continue to Question 2.
• If no, move to Problem #3.

Question 2: Do you see any words on the screen?

• If yes, ask them to read to you what the screen says:
  • If screen says "No input detected on" and then it says "Video, Video 1, Video 2, S-Video, or Digital,":
    • Instruct them to aim the projector remote at the projector and press the RGB, RGB1, or Computer 1 button.
    • If this does not fix the problem, have them press the RGB, RGB1, or Computer 1 button again. If this still does not fix the problem, send help.
    • If they are pressing the button but nothing is happening, move to Problem #8.
  • If screen says "No input detected on RGB2,":
    • Instruct them to aim the projector remote at the project and press RGB or RGB1.
    • If this does not fix the problem, have them press the RGB, RGB1, or Computer 1 button again. If this still does not fix the problem, send help.
    • If they are pressing the button but nothing is happening, move to Problem #8.
• If no, ask them what color the light on the screen is:
  • If they say "blue," have them press the RGB, RGB1, or Computer 1 button on the remote. If this does not fix the problem, have them press the RGB, RGB1, or Computer 1 button again. If this still does not fix the problem, send help.
  • If they say "white" or "grey," they are most likely in a classroom with a document camera. Have them press the RGB, RGB1, or Computer 1 button on the remote. If this does not fix the problem, have them press the RGB, RGB1, or Computer 1 button again. If this still does not fix the problem, send help.
  • If they say they do not see light on the screen, move to Problem #3.

 

Problem #3: The projector has no power

Initial Questions: What is your name? What room are you in?

Question 1: Is the light switch in the cabinet in the "on" position?

• If yes, continue to Question 2.
• If no, instruct them to flip the switch to the "on" position and walk them through the instructions for turning the projector on in Question 2.

Question 2: Has the projector power been turned on?

• If yes, continue to Question 3.
• If no:
  • Instruct them to aim the projector remote at the projector and press the On or On/Standby or Power button.
  • Ask them to wait a few seconds for the projector to warm up.
  • Then ask, "Is there light coming out of the projector?"
    • If yes, confirm that they are seeing what they need to see on the screen and then close the phone call.
    • If no, continue to Question 3.

Question 3: Is the power switch on the projector flipped to the "on" position? (Switch should have a "-" or "0" setting and should be pressed to "-")

• If yes, send help.
• If no, have them flip the switch to the "on" position ("-") and then move back to Question 2.

 

Problem #4: The cursor is in the shape of a pen or eraser

Initial Questions: What is your name? What room are you in?

Question 1: Are all of the pens and the eraser in the SMARTBoard tray?

• If yes, ask them to make sure the pens and eraser on firmly in place so that no green lights appear above any of the pens/eraser. If green lights are not on, send help.
• If no, instruct them to fill the tray with a pen or some instrument that will make the tray light turn off and then verify that the cursor has returned to an arrow.

 

Problem #5: The video tape is not playing on the screen

Initial Questions: What is your name? What room are you in?

Question 1: Is the video tape in the VCR?

• If yes, continue to Question 2.
• If no, ask them to place the tape in the VCR and press Play. If this does not fix the problem, continue to Question 2.

Question 2: Can you confirm that the video is indeed playing?

• If yes, continue to Question 3.
• If no, ask them to look and see if a counter is moving or the word Play appears on the front of the VCR.
  • If it is, continue to Question 3.
  • If not, ask them to press Play on the VCR. If this does not solve the problem, continue to Question 3.

Question 3: What do you see on the screen?

• If they say the computer or a blue screen
  • Instruct them to aim the projector remote at the projector and press the Video or Video1 button.
  • If this does not fix the problem, instruct them to try pressing the Video or Video 1 button once and then one more time.
  • If this still does not fix the problem, send help.
• If they say a white screen, they are probably in a room with a document camera. Ask them to do the following:
  • Look at the document camera. There should be marked settings for Document Camera and Safari.
  • Ask them to press the Safari button.
  • If this does not fix the problem, send help.
• If they see a screen that says "No input is detected on" and then it says "RGB, RGB1, Video, Video 1, Video 2, S-Video, or Digital,":
  • Have them aim the projector remote at the projector and press the Video or Video1 button multiple times, pausing between each time to see if the video appears.
  • If this does not fix the problem, send help.
• If they say "nothing," move to Problem #3.

 

Problem #6: Safari is not showing on the screen

Initial Questions: What is your name? What room are you in?

Question 1: What do you see on the screen?

• If they say the computer or a blue screen:
  • Instruct them to aim the projector remote at the projector and press the Video or Video1 button.
  • If this does not fix the problem, instruct them to try pressing the Video or Video 1 button once and then one more time
  • If this still does not fix the problem, continue to Question 2
• If they say a white screen, they are probably in a room with a document camera. Ask them to do the following:
  • Look at the document camera. There should be marked settings for Document Camera and Safari.
  • Ask them to press the Safari button.
  • If this does not fix the problem, continue to Question 2.
• If they see a screen that says "No input is detected on" and then it says "RGB, RGB1, Video, Video 1, Video 2, S-Video, or Digital,":
  • Have them aim the projector remote at the projector and press the Video or Video1 button multiple times, pausing between each time to see if the video appears.
  • If this does not fix the problem, continue to Question 2.
• If they say "nothing," move to Problem #3.

Question 2: Is the VCR power on?

• If they say yes, continue to Question 3.
• If they say no, ask them to press the Power button on the front of the VCR. If this does not fix the problem, continue to Question 3.

Question 3: Is the VCR on Line 1 (If the VCR is on, it will say Line 1 or a channel number on the front)?

• If yes, continue to Question 4.
• If no, instruct them to change the VCR to Line 1 as follows:
  • Take the VCR remote and find the Input button.
  • Press Input as many times as needed until it says Line 1 on the front of the VCR. If this did not work, continue to Question 4.

Question 4: Have you logged on to Safari?

• If yes, send help.
• If no:
  • Ask them to open Safari by double-clicking the WinRemote icon located under the Safari folder inside the SMART Classroom folder.
  • Then ask them press the Cancel button.
  • Again make sure that they are not seeing the computer screen on the projector (Question 1). If they are not, send help.

 

Problem #7: Cannot get sound from the computer

Initial Questions: What is your name? What room are you in?

Question 1: What do you see on the screen?

• If they say the computer, continue to Question 2.
• If they say "nothing," ask them whether they see light coming out of the projector.
  • If they say "no," move to Problem #3.
  • If they say "yes", the projector is on but they are on the wrong input. Follow these instructions:
• If they say anything other than the computer:
  • Instruct them to aim the projector remote at the projector and press the RGB, RGB1, or Computer 1 button.
  • If this does not fix the problem, instruct them to try pressing the RGB or RGB1 button once more.
  • If this still does not fix the problem, continue to Question 2.

Question 2: Is the volume on the projector remote turned up?

• If yes, continue to Question 3.
• If no:
  • Instruct them to aim the projector remote at the projector and turn the volume up using the projector remote. They should see the volume settings moving up on the screen.
  • If this does not fix the problem, continue to Question 3.

Question 3: Is the volume on the computer turned up and unmuted?

• If yes, send help.
• If unsure or no, walk them through these instructions:
  • Click Start
  • Click Control Panel
  • Double-click Sounds and Audio Devices
  • Click the Advanced button in the middle (not the lower one)
  • Ask them to make sure none of the Mute boxes are checked. If any of them are, they should click on the checkmark to remove it.
  • Also ask them to make sure all of the sliders are all the way at the top. If any are not, have them click and drag the slider to the top
  • Ask them now to test their audio to see if it is working.
    • If it is not, continue to Question 4.
    • If it is, they can close the two audio windows they just opened and can continue with class.

Question 4: Is there an amber (yellow) or red light on the front of the amp sitting on the bottom shelf of the desk?

• If no, instruct them to turn on the power switch on the front of the amp.
• If yes, ask if there is just an amber light or an amber light and a red light.
  • If just amber, send help.
  • If amber and red, instruct them to turn the power off on the amp and then turn it back on again. If this does not fix the problem, send help.

 

Problem #8: Remote is not working

Initial Questions: What is your name? What room are you in?

Question 1: Are you using the projector remote or the VCR remote?

• If the projector remote, make sure they are aiming at the projector or at the screen (which bounces to the projector). Ask them to test the remote by pressing the Laser Pointer button to see if a red light will appear where they are aiming the remote. If this does not fix the problem, send help with 2 AA and 2 AAA batteries.
• If they are using the VCR remote, make sure they are aiming at the VCR in the cabinet. If this does not fix the problem, send help with 2 AA and 2 AAA batteries.
• If unsure, ask them if the remote they are using has an RGB, RGB 1, or Computer 1 button on it. If it does, they are using the projector remote. Continue to Question 2.

Question 2: Are you using the correct remote?

• If yes, send help with 2 AA and 2 AAA batteries.
• If no, ask them to switch remotes and move back to Question 1.

 

Problem #9: Wireless keyboard and/or mouse is not working

Initial Questions: What is your name? What room are you in?

Question 1: Is the keyboard or mouse on the desk?

• If yes, continue to Question 2.
• If no, ask them to move the keyboard/mouse back to the desk (or within 4-6 feet from the desk) and see if it works then. If not, continue to Question 2.

Question 2: Is the mouse moving at all or are you able to type on the keyboard?

• If yes, send help with 2 AA and 2 AAA batteries.
• If no, ask them to "connect" the wireless keyboard and/or mouse in the following manner:
  • Ask them to find the grey receiver box inside the cabinet with the Connect button on it.
  • Ask them to flip over the mouse or keyboard and find the Connect button on it.
  • Then instruct them to hold both the Connect button on the receiver and the Connect button on the mouse or keyboard at the same time in close proximity to one another.
  • They should then check to see if it worked. If not, send help with 2 AA and 2 AAA batteries.
  • Repeat the process for the other equipment if both were not working. If it does not work for the other, send help with 2 AA and 2 AAA batteries.

 

Problem #10: Projection is not bright/very dim

Initial Questions: What is your name? What room are you in?

Steps to Take:

1. Let the caller know that we will be sending someone to check the projector out at the next available time slot in the classroom schedule.
2. Write up a work order for this problem.

 

Problem #11: Projection is off-center/tilted

Initial Questions: What is your name? What room are you in?

Steps to Take:

1. Send someone immediately (if possible) to adjust the projector so that projection is fully on the screen.
2. If there is no one available, let the caller know that we will be sending someone to check the projector out at the next available time slot in the classroom schedule.
3. Write up a work order for this problem.