Factory resetting a ScreenCloud device is often necessary to resolve technical issues or prepare the device for a fresh configuration. However, there may be instances where the standard factory reset process using the Control + Alt + R keyboard shortcut does not work or the device gets stuck attempting to enter recover mode. This article provides a comprehensive troubleshooting guide and alternative recovery methods.
Troubleshooting the keyboard shortcut method
If you are unable to enter Recovery Mode using the Control + Alt + R keyboard shortcut during the reboot process:
Retry the Shortcut: Ensure you press the Control + Alt + R combination multiple times during the reboot sequence. Sometimes, the command may not register on the first attempt.
Verify Keyboard Connectivity: Confirm that you are using a wired keyboard directly connected to the device. Wireless keyboards or USB hubs may cause connectivity issues.
Using a Micro SD card for firmware re-flashing
If the keyboard shortcut method fails, you can restore the device by re-flashing the firmware using a Micro SD card. This method is particularly useful for fixing devices stuck in boot loops or devices that won’t accept keyboard inputs.
Prepare the Micro SD Card: Obtain the official ScreenCloud firmware recovery image from the ScreenCloud Support Page and follow the flashing guide provided to correctly write the recovery image onto the Micro SD card.
Insert the Micro SD Card: Power off the ScreenCloud device and insert the prepared Micro SD card into the device.
Reinstall the Firmware: Power on the device and follow the on-screen instructions to reinstall the firmware. Once the re-flashing process is complete, remove the Micro SD card and reboot the device.
Re-Pair the Device: Follow the on-screen pairing instructions to set up the device with a new pairing code or user Replace Device if you need to pair it back to an existing screen.
Collecting savelogs for diagnostics
If neither the keyboard shortcut nor the Micro SD recovery method resolves the issue, collect the device’s Savelogs for further analysis:
Prepare a USB flash drive with the Savelog tool by following these instructions.
Power off the ScreenCloud OS device.
Connect the USB flash drive to the ScreenCloud OS device that is experiencing issue and power it on.
If log files are created on the USB flash drive once you connect it to your computer (under a folder named by the Device ID), send this to the ScreenCloud Support team for a deeper investigation into potential hardware or software issues. Include the Device ID and ScreenCloud account name.
When troubleshooting fails: contact support with proof
If no log files are created, please provide video proof of each failed step and the device’s purchase invoice number. The ScreenCloud support team may then be able to assist with a free replacement if the device is under warranty and contains faulty components. You can send these details through the support messenger service or by email here.