Please see below for Frequently Asked Questions for our Educational products:
How do I freeze my screen?
Clevertouch – You can Freeze the image on the screen by pressing the Blue button on your Clevertouch remote.
SMART – You can Freeze the image on the screen by pressing the ‘Freeze’ button on your remote, If this doesn’t work then you will need to update your screen to the latest firmware. Please contact support for more details on this.
My Clevertouch screen is locked
The Clevertouch screen can be locked from the remote. To Lock/Unlock the screen please press the Red button on your Clevertouch Remote.
How do I install the Clevertouch software?
Where can I find my license key for the software?
If it is for a Clevertouch screen – A blue piece of card with all the software links and license codes on them will be left in a box containing the remote and pens for the screen. You should have one of these boxes for each screen installed.
For SMART – Your SMART Licence code will be emailed to you after install, along with a link on how to download SMART Notebook.
I’ve knocked my screen now it won’t work
Check to see if any cables have come loose and check power supply, if not an engineer will need to be arranged to check the screen for damage.
The image is stretched & part of it is off the screen
To change this, go to the desktop and right click anywhere to bring down the drop down menu, then click ‘Screen Resolution’ and where it says ‘Resolution’ just click on this and play around with different sizes to see which one fits/solves the issue, try changing this to a lower resolution such as 1280×720 to see if the stretched image is fixed.
Could check to see if the screen is set to full screen, to check this right click the desktop and click ‘Graphics Properties’ (If an Intel laptop may appear different for other style laptops/pc’s) and click Display > General Settings. Then at the bottom of the options there should be ‘Scaling’ and make sure this is set to scaling full screen.
There’s two black bands down the side of my screen
Try pressing the ‘Auto’ button (press the menu button and click to the brightness tab to find this) to change the aspect ratio to automatically fit to the screen size. This will likely be that your computer is on “Extend Desktop” press the windows key and the letter ‘P’ and select duplicate to remedy this.
Could also be a resolution issue, to change this, go to the desktop and right click anywhere to bring down the drop down menu, then click ‘Screen Resolution’ and where it says ‘Resolution’ just click on this and play around with different sizes to see which one fits/solves the issue.
Part of the screen is off the edge (Clevertouch)
Press the ‘Auto’ button on the Clevertouch (press the menu button and click to the brightness tab to find this) for it to automatically fill the screen. This could be to do with the screen resolution. To change this, go to the desktop and right click anywhere to bring down the drop down menu, then click ‘Screen Resolution’ and where it says ‘Resolution’ just click on this and play around with different sizes to see which one fits/solves the issue
Only a single point of touch
Please restart your computer with all the correct cables plugged in and the screen turned on. This should help your computer identify the screen properly and give you the multi-touch. If this does not work then the multi-touch settings need to be turned on, please ask your IT provider to look at this issue and contact us if necessary.
No touch on my screen
If you are using a Clevertouch, please ensure the touch hasn’t been turned off from the remote. To check this, please press the Yellow button on your Clevertouch remote to turn the interactivity On/Off.
The USB cable that provides the touch must be plugged in. If it is then please make sure it is connected properly into the faceplate, computer and screen. If the problem persists try connecting the laptop directly to the screen bypassing the faceplate. If this does not fix the problem then it is a settings issue on your computer, please ask you IT provider to contact us to fix this issue.
No sound from the screen
Firstly check all cables, if you are using the HDMI cable you do not need the audio jack plugged in. Plugging in both will no doubt confuse the computer. If the cables are plugged in properly, check to see if the volume on the screen is turned up fully and not on mute. Also to make sure the speaker on the laptop/pc is not on mute and is also turned up fully.
Also try going to control panel > sound and making sure the ‘PC Speakers’ e.g. GT…. option is selected rather than the built in audio for the laptop/computer.
Image keeps freezing
Your computer is running very slow. This is an IT issue and not a screen issue. Please report to your IT provider and ask them to contact us if needed.
Image is Flickering
This is normally to do with a loose cable! Wiggle the cable that goes into your laptop, faceplate and the side of the screen until you find the culprit. We then know which cable needs to be pushed in properly or potentially replaced. If the problem persists plug a spare HDMI cable directly from the computer into the HDMI2 slot on the right side of the screen.
Depending on the type of flickering it could be a laptop/pc problem meaning that the laptop/pc is having problems processing and isn’t powerful enough to project the image onto the screen.
Screen will not turn on
Ensure that the power cable is plugged in. On the back right hand side of the screen you will find a master switch, flick that and the power should come on. If the problem is not resolved take all cables out and plug them back in again and make sure they’re fully pushed in.
Check to see if the screen has any lights on? If there’s no lights then this could mean there’s no power going to the screen.