ScreenCloud assists users in organizing and displaying digital signage content through playlists and channels. Occasionally, account configurations or content settings can disrupt proper functionality. Below, we outline key steps to identify and resolve such issues.
1. Resolving accessibility issues with playlists
If you cannot access and find your playlist the issue may stem from using a duplicate account. Follow these steps:
Sign out and re-login: Log out of your current account and log in again, or click your username and click Switch Organization to see if you are connected to two accounts. Select the other available account until you see your content.
Check for Duplicate Accounts: Confirm that the duplicate account exists, and contact support to request the cancelation and removal of the duplicate account so you don't log in again.
2. Unable to make changes to or create a playlist
Your ScreenCloud user profile might lack the required permissions to create or edit playlists. Please check in with an account owner or admin, as they have the highest control and permissions of your team's ScreenCloud account. Learn more about users roles and permissions here.
3. Playlist content is not updating on screen
Perform these steps according if your playlist issue is with a screen, an app in the playlist, or content in the playlist:
Clear the cache for the ScreenCloud Player app.
Confirm your changes are published in your Playlist.
If using an app with a login:
- Open the app in ScreenCloud.
- Click Login and re-authenticate.
- Check that the app preview is showing the updated content.
- Allow up to 5 minutes for updates to reflect on screen.If using an app with a linked URL (e.g., Google Slides):
- Ensure you have Edit access to the file.
- Check that the app preview is showing the updated content.
- Allow up to 5 minutes for updates to reflect on screen.Remove outdated files:
- Delete expired image files from your Media library.
- Empty your account’s Trash bin.
- Allow up to 5 minutes for updates to reflect on screen.Unpair and pair again (last resort):
- In the ScreenCloud player app side-menu, select unpair.
- Select and action Clear Cache.
- Pair the screen again and apply your content.
4. Preventative tips for smooth operation
Regularly update your playlists and ensure content is published.
Monitor accounts to ensure you are not inadvertently using duplicate accounts.
Organize and label your playlists clearly to avoid confusion.
By following the troubleshooting steps and preventive measures outlined, you should be able to address and avoid issues related to playlist and channel management in ScreenCloud effectively.
5. Contact support for assistance
If you've gone through the troubleshoot guide and are still having a challenge with Playlists, please reach out with the following information to our support team:
Verify your ScreenCloud account email address
Verify the name of the Playlist(s) affected in your account
Specify if the channel is being used in a specific Space/Team
Specify the exact pieces of media/content which you're having trouble using on your playlist(s)
Describe the exact issue and send a screenshot/video if available to help our team test further