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.

You can follow these troubleshooting steps for Dashboards set up from the following services: Grafana, Salesforce, Tableau, Trello, Looker Studio (Google), GitHub, Sentry, Jira, Datadog (via AWS), Zendesk, and Amazon CloudWatch. These steps can also be applied if you are using another site or service with Dashboards.

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:

Clear your browser cache
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.

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.

Resolve by correcting authentication

Some login methods are not compatible with ScreenCloud Dashboards.

Review What Types of Login Authentication Do ScreenCloud Dashboards Support?
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:

Review How to Set the Dashboard Session Refresh Rate in ScreenCloud Dashboards
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.

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:

Use a secret key instead of interactive MFA methods (see our MFA setup steps for Google or Microsoft).
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

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.