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CHAPTER 6
TROUBLESHOOTING
Locating the AM30 appliance serial number
If you need to contact SMART Support, you will need to provide SMART Support with the AM30
appliance serial number. The serial number is located in two places:
The SMART kapp iQ Pro settings menu (see Serial number on page 70)
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On the AM30 appliance after it's been removed from the interactive flat panel
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Resolving issues with apps
To resolve issues with the launcher apps, review the following information. If the issues persist or
aren't covered in the following information, contact SMART Support
(smarttech.com/contactsupport).
Resolving Browser issues
Make sure the interactive flat panel is connected to a network with Internet access. See
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Connecting to a network on page 36 for more information.
If the Browser can't visit secure (https) websites, ensure the board's date and time are correct.
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See Adjusting the SMART kapp iQ Pro settings in the SMART kapp iQ Pro administrator's
guide (smarttech.com/kb/171000) for more information.
Contact your IT admin.
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Resolving Input issues
Make sure your computer or mobile device is connected to the AM30 appliance connector
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panel and not the interactive flat panel's connector panel.
If your computer or mobile device is connected to the HDMI in and USB receptacles on the
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AM30 appliance, ensure the input source is OPS/HDMI (see Switching between input sources
on page 25).
If the interactive flat panel's input source is OPS/HDMI, ensure your computer or mobile
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device is connected to the AM30 appliance (see AM 30 connector panel on page 18).
If you see a black screen or instructions to connect to the interactive flat panel, the video
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signal from your computer or mobile device might be HDCP protected. Connect your
computer or mobile device to the interactive flat panel's connector panel (see AM 30
connector panel on page 18).
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smarttech.com/kb/171000
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