Hardware performance and stability

Please note that all hardware recommended from https://screencloud.com/hardware is through other suppliers and third-party websites. ScreenCloud is an application that runs on most consumer hardware, and while we will do our best to help troubleshoot hardware-related issues, some incidences may involve escalations to the manufacturer or device vendor to help assist further if the device is subjected to issues that are unrelated to using ScreenCloud's service.

Which type of issues are commonly considered to be hardware-related?

If you're running into an issue initially with the device or hardware you've chosen to run the ScreenCloud app, we first recommend checking if the device can support the ScreenCloud app. You can reference our official hardware selections from ScreenCloud's Website, and additionally cross-reference our support documentation and review which devices/systems are supported and minimum requirements

If you're unsure of the status or support for your device, please email [email protected] with information on the exact make, model number, and operating system of the hardware you're using.

Device condition and long-term use can significantly impact how services, not limited to ScreenCloud, will respond over periods of time. We recommend assessing the condition of your device, especially if you're using a refurbished or used product in which you could come across some of the following scenarios:

This can be tricky to diagnose, though commonly you'll notice issues with other apps or services as well. For example, if the device is constantly disconnecting from the WiFi while using apps other than ScreenCloud (e.g. YouTube, Spotify, Netflix) or is experiencing a flicker, stutter, or display issue.

If you'd like additional support, please reach out to [email protected] and provide us with the make, model, and operating system of your device. If applicable, please provide us with a video if you're having a display issue (e.g. flickering, stuttering, etc).

If you're using additional cables or adaptors it's advised to use a different setup to test if this is affecting your device. For example, if you're noticing a flicker or stutter while your device is connected to an HDMI extender, power cord extension, or WiFi adaptor to help increase the internet connection speeds. You may also notice audio not working properly, cutting off, or inconsistency in playback which can be affected by a faulty cable. We recommend swapping out the cables or adaptors. If you notice the issue you're experiencing subsides, it's advised to no longer use the cable/adaptor or purchase a new unit.

Some devices, typically used or refurbished, can come shipped or sold with non-OEM (Original Equipment Manufacturer) cables. This can be problematic in cases where the cords provided may not be able to provide ample power supply, correctly support, or otherwise are not intended for long-term use with your device. This can be tested by switching either the cord you're using to provide power to the device and also plugging the device into a different power source (e.g. extension power-strip, wall plug, etc). If you notice a difference in your device performance, it's advised to purchase an official OEM power cable for your device. For example, if you purchased a used Amazon Fire TV Stick then you would search to purchase an original power cable issued by Amazon for the device.

Your hardware for ScreenCloud will likely be running for extended periods of time. While the consumer hardware we do recommend runs ScreenCloud well, there will be occasional glitches or hardware-related issues that can occur. Devices can reboot, crash, or have occasional issues displaying signage, which can due to the hardware or operating system. Here are some key tips on how to proactively avoid or limit this from happening:

We also provide you with features for most of our supported devices to help best maintain performance, such as:

i) Start at boot feature: if your device crashes, ScreenCloud will start again automatically.

ii) Daily reboot feature: select a time daily for the ScreenCloud app to reboot

iii) Cache clear: manually clear the cache for the ScreenCloud app to keep it updated

Please note, only certain devices (e.g. Amazon, Android) support these type of features built into the ScreenCloud app. If you have any questions on hardware recommendations and which devices support these features, please feel free to review our supported hardware or contact [email protected].

You can also refer here for a guide on how to perfectly set up ScreenCloud.

As noted within this section, visual challenges can occur due to a number of factors with a device, ranging from:

If you've been troubleshooting your device and are still having an issue related to the ScreenCloud app, please reach out to [email protected] and provide us with information on the exact make, model number, and operating system for your device. Additionally, please include a screenshot and/or video of your issue for our team to review.

If you're having issues generally with a device that is not occurring while running the ScreenCloud app or while using other apps or services (e.g. Netflix, YouTube, Spotify, etc) this signals that there is an issue with the device itself, thus will require further troubleshooting from the manufacturer or seller.

We recommend connecting with the manufacturer directly, for example, if you've purchased the device through https://amazon.com then connecting with Amazon customer support is best advised. Alternatively, if you've purchased the device from a private or third-party seller then connect with them directly for additional support, to schedule repairs, or make arrangements for a replacement device.

Black screen issues can be attributed to a number of different factors. We suggest the following action items below to begin troubleshooting if your screen is displaying black while running the ScreenCloud Player app on your device:

Status of your screen in ScreenCloud: to first troubleshoot this, it's important to check the connectivity status of your screen displaying black in ScreenCloud. Please note if the device is "Online" or "Offline", in addition, it's beneficial to check if the same issue occurs while previewing your screen or content from within the ScreenCloud account. If the device is experiencing connectivity issues or an offline status, we advise troubleshooting your network connectivity by clicking here.
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​Check your cables, adaptors, or power source: this is useful in the event that the black screen could be caused by an issue with a connection source. In some cases, if there's not ample power supply or an issue with a cable, apps or services will struggle to work properly on hardware or devices.
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​Firewalls and whitelisting services: if you're using a restrictive network or VPN, it can be possible that a firewall or filter is blocking services from the ScreenCloud Player app to run correctly. The best way to test this is to try using the ScreenCloud Player app on an alternative network or your smartphone to see if the same black screen issue persists. If you notice that the same content is working on an alternative network or device, we advise reviewing the ScreenCloud whitelist documents here with your network administrator.
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​Check channels or schedules: black screen issues can be caused by timezone or scheduling issues. If you're using a channel or schedule on your display, we advise double-checking your timezone on the device or hardware being used to run ScreenCloud matches with the times set up in your account. Please note, if you're also using ScreenCloud's Operating Hours feature that this automatically turns off your displays depending on your settings.
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​Isolated to content, apps, or a screen: check if the black screen issue only occurs when a specific piece of content or app is scheduled to play. Additionally, it's also notable to check if the issue is isolated to one screen and if it's running the same content or feature as other devices (i.e. if other devices running the same content or schedule are also displaying black screens). If you notice an issue with an app or service, we advise troubleshooting the app in case this helps to solve the black screen issue.
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​The issue continues to occur on all screens or devices: if all other troubleshooting options have been exhausted and black screens continue to occur on multiple screen(s) or devices, please click here for more information to connect with the ScreenCloud Support Team.
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Have you also been experiencing issues with other areas in ScreenCloud? If yes, please review the ScreenCloud Troubleshooting Guide to see if the provided steps might help to resolve your issue.