If you pair a screen with your ScreenCloud account and the device incorrectly identifies and displays as either "Unknown device" or "Mac device", please follow the steps below to resolve your issue.
Delete and Re-pair:
First, remove or delete the incorrectly listed screen from your ScreenCloud account.
Ensure the screen hardware has a strong and stable internet connection (WiFi or Ethernet). This is crucial for proper identification during pairing.
Pair the screen with ScreenCloud again, and check if it now appears correctly.
Whitelist your network for ScreenCloud (If applicable)
If the network you are using ScreenCloud on is behind a firewall or has security in place, please let your network admin or IT team know what services to whitelist for ScreenCloud here so that you can user our services.
Once the appropriate changes are made, attempt to pair the screen to ScreenCloud again, and check if the device details appear correctly.
Factory Reset
If the screen continues to pair incorrectly after trying the above steps, the next step is to perform a factory reset on the screen's hardware/operating system. Make sure to also delete the screen pairing from your account. You may need to consult your device manufacturer's documentation for specific instructions on how to perform the reset.
Once the factory reset is complete and the device restarts, attempt to pair the screen with ScreenCloud again.
Contact Support
If the issue still persists after attempting both re-pairing and a factory reset, please contact the ScreenCloud support team for further assistance.
When contacting support, please mention the device model and the troubleshooting steps (re-pairing, factory reset) you have already taken. This will help them diagnose the issue more quickly.