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How to troubleshoot CommBox AI

Learn how to fix the most common CommBox AI issues so you can get back to teaching, presenting or collaborating quickly.

Applies To
CommBox Classic S5 with Goanna Firmware or later
CommBox AI
Ask AI
Circle & Go
Live Subtitles
Video Pilot
Calculator Pro
CommBox AI Pen

Step-by-Step Instructions

Step 1: Start with the quick checks

For any CommBox AI issue, first:

  • Restart the screen
  • Check the internet by opening a website in the browser
  • Check for system updates
  • Try another AI app to see whether the problem affects one tool or all tools

Step 2: Check whether the AI apps are available

If you cannot see the AI tools:

  • Make sure the screen is a CommBox Classic S5
  • Make sure the AI licence is active
  • Ask IT to confirm the apps have not been hidden or disabled

Step 3: Check for network-related problems

If you see Network error, Service unavailable, or an AI tool never finishes loading:

  • Open a website in the browser to test the connection
  • Check Wi-Fi or Ethernet
  • Ask IT to confirm school filtering or firewall rules are not blocking AI services
  • Close the app and reopen it

Step 4: Check tool-specific settings

Use the matching checks below:

  • Ask AI voice issues: microphone, background noise, typing fallback
  • Circle & Go: closed loop, zoom, smaller area, protected content
  • Live Subtitles: language, audio source, volume, subtitle position
  • Video Pilot: file type, storage connection, shorter clip, restart app
  • Calculator Pro: clearer handwriting, more spacing, correct layout, printed symbols
  • AI Pen: charge, reconnect, re-pair, confirm touch works on screen

Step 5: Record the details before asking for help

If the issue remains, note:

  • Screen model and CommBox OS version
  • Which AI tool you were using
  • What you were doing before the problem happened
  • Any error messages on screen
  • A photo or screenshot if possible

💡 Tip: These details help speed up support and reduce back-and-forth.

Troubleshooting / What to Do If It Doesn’t Work
Log a ticket on the Support Portal at Knowledge Base if you still need help. The user guide directs customers to the support portal and online ticket option for further support.