Sometimes, a ScreenCloud screen will pair successfully on a network and appear to work normally at first. However, after a short time, the pairing information can become incomplete, and key screen RDM tools and buttons (like clear cache, screenshot, and restart or reboot) may disappear in Studio.
This can be caused by issues with the device and the network it is connected to, but it’s easy to resolve by briefly moving the device to another network or mobile hotspot to refresh the pairing connection.
How to resolve the issue of missing screen details and screen RDM tools for your screen pairing
The first steps to take to attempt resolve this issue are to perform the general troubleshooting steps: Clear cache, refresh, reboot/restart, unpair and pair and finally a factory reset. However, if this does not work, please try the steps provided below, as the issue could be due to the device and its connection to your network. This is a last resort troubleshooting step.
Connect the device to a mobile hotspot - Use your phone or another hotspot to temporarily provide internet to the ScreenCloud device.
Unpair the device from ScreenCloud Studio - Log into ScreenCloud Studio, locate the affected screen, and select Unpair.
Clear the ScreenCloud player cache - Open the side menu of the ScreenCloud player and select the Clear Cache option.
Pair the screen to your account - Pair the device again while still connected to the mobile hotspot to ensure a clean, complete connection. Make sure you see all screen details and settings a susual.
Reconnect to the original network - Switch the device back to the original Wi-Fi or wired network.
Once these steps are complete, the pairing data will refresh, and the missing screen RDM tools and screen information should return to normal in ScreenCloud Studio for the screen. However, if the issue persists, please get in touch with support.