To help us quickly diagnose and resolve issues with ScreenCloud Dashboards, please review the information below before contacting Support. This guide covers common questions, setup requirements, and step-by-step troubleshooting to resolve most Dashboard-related issues.
These troubleshooting steps apply to Dashboards from any site or service, including Grafana, Salesforce, Tableau, Trello, Looker Studio, GitHub, Sentry, Jira, Datadog, Zendesk and Amazon CloudWatch.
If a website won’t load in the Links app because it blocks embedding, try Dashboards instead. Dashboards take a snapshot of the page on our servers, which often gets around these restrictions. Some websites also block snapshots, so in those cases Dashboards may not work either.
Before you start troubleshooting
Before making any changes, check the ScreenCloud Status Page to confirm there are no active incidents affecting Dashboards. If an incident is reported, wait for it to be resolved before continuing.
Also confirm that ScreenCloud Dashboards is enabled on your account. Dashboards is available on the Pro and Enterprise plans. If you don’t see Dashboards in your account, contact ScreenCloud Support or your Account Manager to request access.
Accessing dashboards
To access Dashboards in ScreenCloud:
Log in to ScreenCloud Studio
Use the left-hand menu to navigate to Dashboards
Select Dashboards to view or manage your dashboard configurations
For a visual walkthrough, see the ScreenCloud Dashboards Guide.
Prerequisites
Before creating or troubleshooting Dashboards, make sure the following requirements are met:
Use the latest version of Google Chrome (recommended)
Install the ScreenCloud Dashboard Recorder Chrome extension
Ensure the extension is enabled to open in Incognito mode
Confirm your browser environment allows extensions without restrictions
If you are using a secure network, ensure it has access to the necessary services (see here)
General troubleshooting for dashboards
I’m having issues creating my Dashboard
Start with the simplest reset:
Open a new Incognito window (with the extension enabled)
Attempt to create the Dashboard again
If the issue persists, continue with the steps below.
If you are not an Admin or Owner on the account, you may not have permission to set up Dashboards. You can check your role under People in Account Settings. If you don’t have the required permissions, please contact your account Admin or Owner for assistance, as Support cannot change user permissions that are managed by your team.
I can't access Dashboards
If you can't access Dashboards, or can't create a new one, it's usually for one of these two reasons:
Your account is on the Core plan. Dashboards is not included in the Core plan (it's available on the Pro and Enterprise plans). In this case, the Dashboards page will ask whether you'd like to upgrade and provide a demo of the product. To get Dashboards, you'll need to upgrade your plan. Contact ScreenCloud Support or your Account Manager if you wish to upgrade.
You don't have the user permissions for Dashboards. If you are on the Enterprise or Pro plan, your user role may not allow you to access Dashboards or create a new one. Ask your account Admin or Owner to update your permissions. Support cannot change user permissions that are managed by your team.
My dashboard works on my computer but shows a login screen on the TV
This usually means the Dashboard site requires authentication or network access that isn’t supported by default. In some cases, websites may have additional restrictions that block server-side snapshotting, preventing Dashboards from capturing the content. Verify whether such restrictions exist before proceeding.
Resolve by correcting authentication
Some login methods are not compatible with ScreenCloud Dashboards.
If the site uses an unsupported login method, ask your IT team to create a compatible user profile
Avoid authentication flows that require manual interaction (email prompts, phone calls, push approvals)
For advanced setups, use a secret key from Google Authenticator and configure login to use only email, password, and key-based authentication.
Resolve by whitelisting
If authentication is supported, the issue may be network-related.
Whitelist ScreenCloud Dashboard IPs and domains using the
Domains & Servers to Whitelist for Internet Service Providers or VPN While Using ScreenCloud guide
Resolve by adjusting the session rate
If the Dashboard logs out or refreshes unexpectedly:
Adjust the session rate to match how the site handles authentication and timeouts
My dashboard is showing on my browser but not on the ScreenCloud player on my device
If your Dashboard works in a desktop browser but does not display on your ScreenCloud player (for example, showing a black or white screen, or an “unsupported browser” message), the most common reason is that the device does not support the modern web features required for your specific dashboard site. This is common on older Samsung Tizen, LG webOS Signage, and BrightSign models, which may lack the necessary browser or webview capabilities.
To learn more about device compatibility, see Why Certain Apps Cannot Display on Older Samsung Tizen, LG webOS Signage and BrightSign Models.
If you’re using a smart display that runs ScreenCloud directly (such as a Samsung Tizen or LG webOS Signage screen) and it cannot display Dashboards due to browser limitations, you can continue using the screen by connecting a supported external media player. We recommend ScreenCloud PIXI or the ScreenCloud OS Station P1 Pro, which are built to support modern web content and ensure full compatibility with ScreenCloud Dashboards.
Dashboard content visibility issues
You may notice that not all content is visible when you attempt to use Dashboards screenshot and you save your results. Dashboards does not have the ability to automatically scroll to display the capture
To ensure all content is shown clearly, you have two options:
Option 1: Optimize your dashboard layout (recommended)
If possible, adjust or recreate your dashboard so it fits within a 1080p landscape view (1920×1080). Designing your dashboard to match this resolution ensures all key content is visible on screen without the need for scrolling or multiple views, and you can simply go for a full screen capture in your Dashboard journey.
Option 2: Use multiple dashboard snapshots
If your dashboard cannot fit within a single screen:
Create multiple instances (snapshots) of the dashboard
During setup, select specific sections to display instead of using the “Entire Screen” option
Schedule these instances to play in sequence in a playlist or channel
This approach allows different sections of the dashboard to be shown over time, ensuring full coverage of your content.
Best practices for dashboards using Google or Microsoft login
Dashboards that require Google or Microsoft authentication may experience render errors or timeouts if not configured correctly.
Follow these best practices:
Limit authentication to email, password, and secret key only
Remove additional verification methods that require user input
After changing authentication settings, create a brand-new Dashboard instance
Enable Incognito mode for the Dashboard Recorder extension to avoid cached login steps
My dashboard shows "Render Error: page.waitForSelector: Timeout exceeded"
If your Dashboard fails with an error like the one below, it means the login step could not finish on our servers.
An error has occurred
Render Error:
page.waitForSelector: Timeout 60000ms exceeded.
Call log:
- waiting for locator(...)
Errored at step:
Enter password into input "Passwd"
Why this happens
Dashboards log in to your site from ScreenCloud’s own servers and IP ranges, not from your computer. This error means our servers could not find a part of the login page in time, often the password field. Usually this is because the site asked for extra verification when logging in from our IP ranges, and that step did not appear when you recorded the Dashboard yourself.
How to fix it
Make sure ScreenCloud’s Dashboard IP ranges are allowed to log in without extra verification, so the only authentication needed is the one you completed while recording. If you don’t manage your login settings, ask your IT team to help.
Avoid recording or saving the Dashboard many times in a short period. Repeated logins from our servers can make the site ask for extra verification more often.
Why am I receiving additional authentication emails when I've set up my Dashboard?
If you receive a separate authentication or "new sign-in" verification email when the Dashboard Recorder runs your login journey after creating the Dashboard, this usually means the site has detected a login attempt from an unrecognized IP address, region, or network — in this case, ScreenCloud's Dashboard servers, which log in from their own IP ranges rather than from your computer.
Why this happens
Many login services flag or block sign-ins that come from an IP address, geographic region, or network they don't recognize as belonging to the account holder, and send a verification email asking the account owner to confirm the sign-in before access is granted. Since ScreenCloud Dashboards authenticates from its own servers, this kind of check can block the Dashboard's login journey even though your own login works fine.
How to fix it
Check the inbox of the login account for a separate authentication or "new sign-in" verification email, and confirm it if you find one.
Review your account's login region and permissions for the dashboard service with your IT team, to confirm sign-ins from outside your usual region or network are not blocked.
Ensure ScreenCloud's Dashboard IP addresses are allowed to log in to the service — see the Domains & Servers to Whitelist for Internet Service Providers or VPN While Using ScreenCloud guide.
After adjusting these settings, create a brand-new Dashboard instance so the updated login journey is recorded cleanly.
I’m prompted to download Chrome again during dashboard setup
This typically means the ScreenCloud Dashboard Recorder extension is missing or inactive. Here is how you can fix the issue:
Install the ScreenCloud Dashboard Recorder from the Chrome Web Store - Remove it first if it is already installed.
Open
chrome://extensions/Select the extension and click Details
Enable Allow in Incognito
Pin the extension for easy access
The extension is required to capture authentication steps and must be active during setup.
My dashboard still has issues after trying all steps
As a final step, submit a ticket to ScreenCloud Support.
Please include the following information:
The Dashboard name
The Dashboard ID (see steps below)
The Space the Dashboard is located in
A screenshot of any error message that hinders the dashboard app and session creation
A screen recording of the Dashboard setup process, from applying the URL to selecting Save & Preview. Be sure to capture both the Dashboard Recorder extension window and the Dashboard journey steps, as these are only visible to the user who created the Dashboard.
Providing this information helps our team investigate and resolve the issue more efficiently.
How to find the Dashboard ID
Hover over the Dashboard
Click the options (ellipsis) menu
Select Copy Dashboard ID
A Dashboard ID looks like:
9b163dd5-6682-4808-8683-328a5d559f45
You can reach the ScreenCloud support team here.