Uploading files, content, and managing media
Which type of issues are commonly considered to be upload or content related?
The file will not upload properly or display an error while being used in ScreenCloud
The file will stay stuck in "Processing" or fail to upload
The file will upload but will skip, not display, or work properly while previewing in ScreenCloud or live on screen
The file cannot be accessed, clicked, or scheduled from within ScreenCloud
The file meets all minimum requirements but will not display, upload, or work correctly
1. Does the file you're trying to upload into ScreenCloud meet minimum requirements?
If you're experiencing an issue uploading a file, please refer here to ScreenCloud's guide on minimum requirements and supported file types first to check if the file or format you're attempting to upload can be used in the service.
2. Are you able to upload content using an alternate browser, computer or network?
On occasion, the cause of errors or issues for uploading content can be traced to the browser, computer, and even the network being used. If the content you're having trouble with uploading is supported, we recommend next to try using an alternate browser, such as Google Chrome or Mozilla Firefox which are most optimized for general browsing. You can also try clearing your cache if you're using Google Chrome or Mozilla Firefox, please refer to https://www.refreshyourcache.com/en/home/ for instructions on how to do this.
Additionally, if you're using a work-based computer or network, please try using a personal or alternate device/network to see if the issue persists. This can help identify if the issue is secluded to an issue specific to the browser, computer, or network in this case which will require further troubleshooting. Please note, if the issue is secluded to a work-based computer or network, this might be due to a network or firewall restriction that is blocking the file management services to work correctly on ScreenCloud's website.
In this case, we would advise connecting with your workplace administrator or IT to see if your permissions or security policy settings require updates for you to connect the app with ScreenCloud. You can also refer here to ScreenCloud's list of domains and ports to whitelist on your network if required by your organization.
3. Is it a specific file or multiple files? Are all of the files in the same format?
In the event that you're having an issue uploading multiple files and are having issues regardless of being supported by ScreenCloud or otherwise have troubleshot using an alternate computer/network, then please reach out to [email protected] as soon as possible with example copies of the files you're attempting to upload.
4. Are any of the files encrypted or are password-protected that you're trying to upload?
ScreenCloud does not allow encrypted or password-protected files to be supported in the service for security purposes. The system does not have the ability to decrypt zip files or single files that have been set up with a password. In these cases, you might notice that the files upload okay but then are unable to be used or displayed on your screen. We advise in this case to export the file(s) or remove password protection if the content is not sensitive or private data for use on your digital screens.
5. Are you unable to load parts of the site or receive error messages during an upload?
If you're unable to load parts of the website while trying to perform a file upload or are receiving any error messages, please reach out to [email protected] as soon as possible with a screenshot or video of the issue you're experiencing. In this case, we would also advise connecting with your workplace administrator or IT to see if your permissions or security policy settings require updates for you to connect the app with ScreenCloud. You can also refer here to ScreenCloud's list of domains and ports to whitelist on your network if required by your organization.
Have you also been experiencing issues with other areas in ScreenCloud? If yes, please review the ScreenCloud Troubleshooting Guide to see if the provided steps might help to resolve your issue.