Troubleshooting

I have a subscription but I’m still on the free plan/I can’t access the full version.

Your SMART Account email is not provisioned in the SMART Admin Portal.

OR

Your SMART Account is provisioned in SMART’s Global service region, but you are signed in to your SMART Account using the European service region (or vice versa).

• If your school is managing your subscription, contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them to provision the email you use to sign in to your SMART Account.

• If your school is managing your subscription, contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them which service region you should use to sign in to your SMART Account.

I have a product key but can’t find how to use it to get full access to Lumio.

Product keys are not used to activate access to Lumio. Product keys are only used to activate access to SMART Notebook software.

• If your school is managing your subscription, contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them to provision the email you use to sign in to your SMART Account.

I want to renew my subscription but I can’t figure out how.

Your subscription is part of a group subscription and managed by your school.

• Contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them to renew your subscription. Or, if they have multiple subscriptions, have them to use SMART Admin Portal to provision you in an active subscription.

• If you purchased your own subscription, renewals are automatic. You can manage your subscription from the user menu in Lumio. See Managing, renewing, and canceling subscriptions.

I can’t remember my password/I want to reset my password but can’t see how.

Passwords for signing in to Lumio are controlled by the email provider (Microsoft or Google) that you used to sign up for your SMART Account.

• Use the password and email combination associated with the Microsoft or Google account you used for signing up for a SMART Account. If you need to reset your password, do so through your email provider (Microsoft or Google).

I get a “Something went wrong” error message.

A file or page in a lesson is slow to load / taking too long to load.

Content is missing, slow to load, or the page appears blank when opened.

My file won’t upload / I received an import error message telling me to check my internet connection.

A poor internet connection can cause a variety of issues while trying to use Lumio. Try these simple methods to improve your internet connection and see if it corrects the issue:

• Make sure all wires and cables are connected and in good condition. A loose or damaged cable connecting your router or modem can cause issues with the internet connection.

• Restart your router. Unplug the router from power and wait at least 30 seconds before plugging it back in. Wait for all of the lights to turn back on, and then try to use the internet again.

• Move closer to your router or relocate your router. The router's location can affect the signal strength and connection speed. The closer to the router you are, the more likely the signal will be stronger.

• Make sure others aren’t using up the internet by streaming videos or other heavy usage content. Too many people using the internet at once can cause the internet to slow down.

• Disconnect other devices from the internet. Multiple devices using the internet at once can slow it down. Turn off anything you aren’t using to free up some internet speed.

• Run a speed test. Most internet service providers have speed test tools you can use. You can also try speedtest.net to run the test. For best performance with Lumio, you should have an internet speed of at least 3mbps.

• Disable firewalls. Firewalls can slow down internet speed and limit network bandwidth. Temporarily disable the firewall to check if this affects your internet connection. If it looks like the firewall is slowing down your internet, check your firewall settings to see if there are any unnecessary rules or other configurations you can change to reduce its affect.

• Disconnect from VPN. Using a VPN service can decrease the speed of your internet connection, especially if it’s being used to connect to a server that’s farther away from your location. Turn off the VPN service and see if that helps to improve the connection.

If none of these methods resolve the issues, try the following more advanced troubleshooting steps or ask your school’s administrator for assistance:

• Visit suite.smarttech-prod.com/troubleshooting to check that no required URLs are blocked. If they are, you will need to have your admin add them to the allowlist.

Lumio closes or stops responding on an iPad, Chromebook, or mobile device

This issue occurs on mobile devices with limited memory because the browser doesn’t have enough memory to handle the lesson.

A lesson with many pages and activities requires more memory to run and will be more likely cause issues. Drawing with digital ink on lesson pages also requires memory and can cause Lumio to stop responding.

• Refresh the browser

  Close other apps and browser tabs to reduce the amount of memory being used, then refresh the browser. Because Lumio saves and updates automatically, refreshing the browser will reset the lesson and return the user to the current page or activity.

• Use smaller files and limit ink

  If students are using devices with limited memory, smaller and less complex lesson files will run more smoothly. Typing text instead of handwriting or drawing on the page will also help prevent crashes. If you do use ink to color in an image, use the thickest ink selection in the menu.

• Upgrade or switch device

  Upgrading or switching to a device with adequate memory will solve this issue permanently.

  See Device recommendations.

Unable to copy the QR code for joining the class when using a Firefox browser to access Lumio

When using the Lumio in Firefox, there is an issue with copying the QR code so the Copy button is disabled by default.

• Copy the URL provided and provide it to students to use for connecting to your live lesson.

• Have students go to hellosmart.com and use the class ID (provided by the teacher) to join the lesson.

• Have the admin for your organization configure the browser to enable this feature, see smarttech.com/kb/171876.

I get a “Something went wrong” error message.

OR

My file won’t upload/I received an import error message telling me to check my internet connection.

There may be issues with the internet connection.

A poor internet connection can cause a variety of issues while trying to use Lumio. Try these simple methods to improve your internet connection and see if it corrects the issue:

• Make sure all wires and cables are connected and in good condition. A loose or damaged cable connecting your router or modem can cause issues with the internet connection.

• Restart your router. Unplug the router from power and wait at least 30 seconds before plugging it back in. Wait for all of the lights to turn back on, and then try to use the internet again.

• Move closer to your router or relocate your router. The router's location can affect the signal strength and connection speed. The closer to the router you are, the more likely the signal will be stronger.

• Make sure others aren’t using up the internet by streaming videos or other heavy usage content. Too many people using the internet at once can cause the internet to slow down.

• Disconnect other devices from the internet. Multiple devices using the internet at once can slow it down. Turn off anything you aren’t using to free up some internet speed.

• Run a speed test. Most internet service providers have speed test tools you can use. You can also try speedtest.net to run the test. For best performance with Lumio, you should have an internet speed of at least 3mbps.

• Disable firewalls. Firewalls can slow down internet speed and limit network bandwidth. Temporarily disable the firewall to check if this affects your internet connection. If it looks like the firewall is slowing down your internet, check your firewall settings to see if there are any unnecessary rules or other configurations you can change to reduce its affect.

• Disconnect from VPN. Using a VPN service can decrease the speed of your internet connection, especially if it’s being used to connect to a server that’s farther away from your location. Turn off the VPN service and see if that helps to improve the connection.

If none of these methods resolve the issues, try the following more advanced troubleshooting steps or ask your school’s administrator for assistance:

• Visit suite.smarttech-prod.com/troubleshooting to check that no required URLs are blocked. If they are, you will need to have your admin add them to the allowlist.

I can’t import a lesson shared from Google Drive

When someone shares a lesson with you from Google Drive, you’re unable to import it into Lumio. This issue is caused by the way the sharing permissions were set in Google Drive.

• Ask the sender to check the file’s share permission settings in Google Drive. Have the sender change the file’s share permission settings to Anyone with the link can view in Google Drive.

The wrong Google account opens when I click Visit Google Drive.

Your browser is signed in to a different Google account.

• The Visit Google Drive button takes you to the Google Drive for the Google account you are currently signed in to in the browser.

  If you click this button and don’t see the files or Google Drive you are expecting, make sure that you are signed in to the correct Google account in the browser and try again.

  

When I try to write on a Lumio page, no digital ink appears.

The web browser window (or tab) was not the active window when you started to write.

• Tap the browser window (or tab) that contains Lumio to make it the active window. Then try using digital ink to draw on the page.

When I try to write in digital ink, it doesn’t stay on the page/it appears to be an overlay.

SMART Ink is being used instead of Lumio’s ink feature.

• Open Lumio in Google Chrome. This browser provides the best experience for using Lumio.

SMART Ink isn’t working on the display.

If you open Lumio in Google Chrome on a SMART Board display, Lumio overrides SMART Ink in all the browser’s tabs. This enables you to write within Lumio lessons rather than on a separate layer on top of them (which is what SMART Ink does).

• Open the tab you want to draw on in a new browser window

  OR

• Close all instances of Lumio in the current browser window.

See SMART Ink stops working after opening Lumio for details.