To quickly report and escalate a troubleshooting support request with our team, please email [email protected] with additional information. While our team reviews your email, we recommend checking out the information below to resolve common questions.
Troubleshooting
Depending on what issue is affecting your screens or ScreenCloud Studio account, you can refer to one of the troubleshooting set of steps below for help with resolving your issue digital signage issue:
If the troubleshooting steps do not resolve the issue you are experiencing, contact support and provide information as instructed below to help our support team more quickly help you.
Connect with support
If the troubleshooting steps provided in the links above do not solve your issue, you can reach out to ScreenCloud’s support team at [email protected]. Providing the suggested information below along with your request will help us investigate your issue more efficiently and expedite the resolution process.
1. Account information
Please provide our team with the email address you use to log in with. If you have been invited as a user to the account, please provide the following information to help look up your account:
i) Owners email address
ii) Recent invoice number
2. Device information
Please provide the make, model number, and operating system for the following:
i) Player: a device used to run the ScreenCloud app for displaying content.
ii) Computer: a device used to login to your ScreenCloud app
3. Steps to replicate the error
Please provide the exact steps to replicate the error and provide any of the following information:
i) The name of the app, service, or integration you're having an issue with.
ii) Name of any screen(s) which are affected.
iii) Name or link to any playlists and/or channels affected.
iv) Verify if you're using a private or personal network.
v) Send us a screenshot/video of your issue.
You can email all of this information directly to [email protected].
4. Diagnosing issues or errors
In the event of a service disruption, it is also useful to help clarify or identify if the issue is isolated to specific data or setup. For an outage across multiple screens, or impacting all of your screens, please share any relevant information related to the devices for our team to help assist further. In the event of service disruptions, the ScreenCloud Support Team can access your account securely for troubleshooting and diagnosing your issue.
In the event of service disruptions, we can provide some information based on common scenarios for troubleshooting the ScreenCloud Player app:
i) Black screen
This is normally when content is only being displayed as black on your live displays. To diagnose black screen issues we can review key questions such as:
Is it impacting all content or a specific service/app?
Are the devices all on the same network, or are they across locations?
Are all of the impacted devices the same (if not, what type of device is having the issue)?
If you log into your ScreenCloud account, does the screen preview display an issue?
Does the issue continue if the ScreenCloud app is uninstalled and re-installed on a device?
ii) White screen
This is normally when content is only being displayed as white on your live displays. To diagnose white screen issues we can review key questions such as:
Is it impacting all content or a specific service/app?
Are the devices all on the same network, or are they across locations?
Are all of the impacted devices the same (if not, what type of device is having the issue)?
If you log into your ScreenCloud account, does the screen preview display an issue?
Does the issue continue if the ScreenCloud app is uninstalled and re-installed on a device?
iii) Error or restriction
This is normally when an error or restriction message is displayed on the screen. For example, this could be a message that a video is not available to play, or that the site you're attempting to display is restricted or private. To diagnose errors or restriction messages we can review key questions such as:
Provide a screenshot or share the exact error message
Is it impacting all content or a specific service/app?
Are the devices all on the same network, or are they across locations?
If you log into your ScreenCloud account, does the screen preview display an issue?
Does the issue continue if the service/link is deleted, or the screen/content is refreshed?
iv) Unavailable or removed content
This is normally when a message displays on screen relating to content that is no longer available or has been removed. In this case, we would advise reviewing the service, content, or app that is scheduled or set to play on the screen as a cross-check if content recently had been deleted or changed from your ScreenCloud account. For reference, this can also occur if you're connected to a service/app for which you've changed the password or your organization has made service updates that require you to re-login to the app or service:
Please delete and re-add the app or service which is displaying the unavailable message
If the issue continues, verify whether the content is still available or not restricted to display
v) Bug or service outage
This is normally when a bug or service outage due to general service maintenance can impact ScreenCloud services. Bugs or service outages are for critical escalations if there are any impacts on services related to logging in or widespread reports for issues with screens. If you believe to be experiencing a bug or service outage issue (i.e. a trending issue, screens impacted, or issues with multiple members of your organization logging in) please submit an email ticket as soon as possible to [email protected].
We hope that these steps and suggestions have proven useful and helped you resolve your issues with ScreenCloud. Our support team is always happy to investigate and assist with resolving your digital signage issues