Sometimes, a ScreenCloud screen will pair successfully on a network and seem to work fine at first. However, after a short time, the pairing information may become incomplete, and most noticeably, the Screen RDM tools in Studio (buttons like Clear Cache, Screenshot, and Restart/Reboot) will disappear.
Missing screen RDM tools
Another view that shows that the connection incomplete will include the RDM tools but not show details of the device's Storage and Memory, displaying the details as N/A and NaN instead.
N/A and NaN under Storage and Memory
When you observe both issues, you might notice that content isn't playing properly on the screen, the screen is black, or certain RDM tool features aren’t working, yet the screen still shows as Live.
This can be caused by a weak internet connection when the device was paired, the network blocking some ScreenCloud services, or even a hardware issue. Fortunately, this issue can be resolved by trying the steps mentioned in this article in the order they are given.
Prerequisite: Check your internet connection before you begin troubleshooting
Firewall check: If your work network has firewalls, send your IT or network admin team this article: Domains & Servers to Whitelist for ScreenCloud so they can whitelist and approve the necessary services.
If you’re not on a restricted network or ScreenCloud has already been whitelisted, you can move forward with troubleshooting.
WiFi connection: Make sure the WiFi signal is strong and stable. Weak internet can cause the missing screen information issues to reappear.
Ethernet connection: This is the strongest option for connectivity. Double-check that the Ethernet cable is properly connected and not faulty.
1. Perform clear cache and refresh in studio multiple times
Perform Clear Cache multiple times. Open the ScreenCloud player app side menu (with the device's remote or a computer mouse) if you don't see the button in Studio, or if the button in Studio is not working for the screen.
Afterwards, click refresh multiple times in Studio.
If this does not resolve the issue, try to the next step.
2. Unpair and pair the screen again
Delete the screen from in Studio or Unpair the screen in the ScreenCloud player app side menu.
Select Clear Cache in the ScreenCloud player app side menu.
Use the pairing code on screen, and pair the screen to your account.
If this does not resolve the issue, try to the next step.
3. Connect the screen to a mobile hotspot temporarily
Use your phone or another hotspot to temporarily provide internet to the ScreenCloud device.
Log into ScreenCloud Studio, locate the affected screen, and select Unpair.
Open the ScreenCloud player side menu and select the Clear Cache option.
Pair the device again while still connected to the mobile hotspot. Make sure you see all screen RDM tool details and settings a susual.
Switch the device back to the original WiFi or wired network.
If this does not resolve the issue, try to the next step.
4. Factory reset the device
Perform a factory reset - Refer to documentation from the manufacturer.
Connect the device to the internet.
Install ScreenCloud or wait for the device to boot up to ScreenCloud if it is pre-installed
Use the pairing code to connect your screen to your account.
Wait to see if the issue is resolved and all screen details are visible.
After completing the troubleshooting steps in this article, you should see all Screen RDM tools restored, along with full information under Storage and Memory. You’ll also see details appear under Display Output, Connected Time, and General Information.
Note: Temperature information is only visible for ScreenCloud OS hardware.
If the issue persists after all steps, please get in touch with support.