Networks and Internet connection

Which types of issues are commonly considered to be network-related issues?

If you're using a private, enterprise, or secure network at your workplace this can affect the performance of how the ScreenCloud player app and website function. This is typically the case if there is an active firewall or security restrictions set for the network or work-based device you're using. We generally 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.

If you notice the ScreenCloud app will attempt to load and then display a white or black screen regardless of the content that's attempting to be used (e.g. you're using a mix of apps and images you've uploaded), this is likely a network-related issue. Additionally, this could be the case if you're receiving any error messages that state the service is unavailable, blocked, or otherwise the screen is displaying an error regarding the inability to display the content due to security reasons.

If you've already connected with your web administrator or IT department to whitelist the domains and notice the issue persists, please contact [email protected] as soon as possible.

If you notice the ScreenCloud app will attempt to load and then display a white screen, black screen, or error message for a specific piece of content then it could be isolated to the app or file you're attempting to display. For example, if you're attempting to use a Facebook app from our service and notice only when Facebook attempts to be displayed that there's an issue, please contact [email protected] as soon as possible with a screenshot or video of what you're seeing on screen.

Alternatively, we still recommend checking in with your web administrator or IT department to make sure our domains are whitelisted and/or the third-party service you're trying to use is available past your company firewall. For example, if your workplace blocks or restricts anything from Facebook (https://www.facebook.com) from being used on your network, then this could explain why the app is not displaying properly on your screen. You can also refer here to ScreenCloud's list of domains and ports to whitelist on your network if required by your organization.

If you are experiencing issues with your internet while using an Ethernet or wired connection with the ScreenCloud service, we recommend the following:

i) Check the strength of your connection: is your Ethernet connection strength/speed okay? You can use websites such as http://speedtest.att.com/speedtest/ or https://www.speedcheck.org to gauge the status of your connection.

ii) Try using a different Ethernet Cable: the culprit of your connection issues can be the cable you're using for an Ethernet connection. We recommend trying to use an alternative cable to see if any issues persist.

iii) Try using a WiFi connection to see if the issue persists: you can try connecting your device(s) temporarily to a WiFi network if available to troubleshoot issues with your Ethernet connection. If you notice your device(s) are running more consistently and not experiencing issues while connected to WiFi, you may have to contact your IT department or administrator further to help determine the next steps moving forward.

You can also refer here to review ScreenCloud's guide on using WiFi, Ethernet Connections, or Mobile Hotspots for Digital Signage.

Typically, a general troubleshooting recommendation is to try using an alternate network to see if the same issue you're experiencing continues. For example, you can try using your smartphone connected to your 4G data plan to see if the same problem occurs, or alternatively use a personal network at home or a public location. This can help identify if the source of an issue you're experiencing while using ScreenCloud is secluded to a specific network, if this is the case, please connect further with us at [email protected] so our team can help further.

If you're seeing old content displayed on your screens, but can verify that your screens are online and have a stable connection, it is possible that your displays are stuck on cached data. Cached data is a feature of the ScreenCloud Player app that stores certain content to display offline after a playthrough connected to the WiFi.

For example, in the event, that your device has network issues it can continue to run cached content offline until it's reconnected to the network to display the latest updates pushed from your ScreenCloud account. If a device is having constant connectivity issues, it can become impacted by displaying cached content often. To minimize this issue you can clear the ScreenCloud Player app cache, you can learn more by clicking here.

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.