Frequently asked questions
Read answers to the most frequently asked questions here. We’re working on better development / troubleshooting documentation & will update this section soon.
If you have a question that is not covered below, contact us at [email protected] and we’ll help you figure it out.
Problems connecting to our server from a player
It should take maximum 1 minute to connect to our servers from a player. If more time has elapsed and you are still not connected to our servers, please check your network connection first.
If your network connection is fine, go into the player settings and check the date and time is set correctly. If not, please update the date and time, otherwise we won’t be able to establish a secure connection. If you’re running Android: press on the home button of your device to return to the player.
Player doesn't sync / can't update playlist
Having trouble updating a player? Make sure the screen that doesn’t update is placed in the right group and the current schedule (if any) matches the playlist you’re editing.
Secondly, look at the top of your screen: if you see a blue loading bar, that means the sync is underway and you should give it a few minutes to complete. If your internet connection is poor, it can take more than 10 minutes depending on the type of content you are syncing.
Lastly, you should try restarting the player (if you are not sure how to do it, just unplug it then plug it back in).
After restarting, check if your player is connected to a WiFi network (or LAN, depending on your player).
Resetting / disconnecting a player
There are two ways to reset / disconnect a player:
- In the management panel, go to ‘Screens’ -> ‘Edit Screen’ . Afterwards, press on ‘Remove’ and the screen will be disconnected.
- Connect a mouse to the player. Go to ‘Settings’ and press on ‘Reset screen’
Transition between slides is slow
Depending on your player & the content of the slides, some transitions might be too performance-intensive to run smoothly.
Here’s what you can do to make it smoother:
- try a simpler transition, like ‘fade’
- connect a pointing device to your player, go to options and tick the ‘optimize transitions’ option
Slides don't fit (or stretch) to cover the entire screen 'real estate' / viewport
Most screens will send resolution and aspect ratio information to our players to automatically make the output fit. However, older screens or off brand displays might not work as expected.
Firstly, make is that your playlist aspect ratio matches the screen aspect ratio. Most screens have an aspect ratio of 16:9, but you can set a playlist to any aspect ratio when you create a new playlist. (NB: you can’t change the aspect ratio of a playlist after it’s created)
Secondly, try to adjust your screen settings. Grab a remote (if it’s a TV) or use the physical buttons on the display to open its factory menu. Look for overscan settings and try turning them off. Make sure the aspect ratio and resolution are also correctly set.
Lastly, connect a mouse to your player. Go into settings and press on ‘Screen edges’ to adjust the size. If you have an Android player, go to system settings to further adjust your display size & position.
Website is not showing
Depending on the player you are using, the website is embedded differently:
This is due to how html5 works. Iframe runs in a ‘sandbox’ as part of the browser window, whereas webview functions as a separate web window. If the website you are trying to embed returns X-Frame-Options DENY/SAMEORIGIN header, the page can not be displayed in iframe because website owner has forbade it. However the page is still rendered on our players that use webview instead.
Mouse cursor is visible
Some windows machines have a quirk where cursor is showing after rebooting the player. This can not be fixed by our software as windows does not update mouse cursor location after our app starts, so cursor does not register as hovering over the app. The simple fix is to install additional software to auto-hide the cursor:
Download & unzip the file, inside you will find a simple program that works with default configuration.
Embedding Google Calendar
Google calendar can be easily embedded into your digital signage setup. Start showing your upcoming events!
- On a computer, open Google Calendar.
- In the top right, click Settings Settings.
- Click the Calendars tab.
- Click the name of the calendar you want to embed.
- In the “Calendar address” section, click on the button and copy the calendar URL
- In playlist editor, add a new ‘Website’ element and paste calendar URL there.
Embedding Google Maps
Google maps can be embedded to playlist the same way as embedding to website works:
Make sure to only copy the quoted url inside src attribute and paste it into embedded website from the editor
In general, if you are having problems caused by unexpected events (i.e. power cut), we suggest resetting the player. In the player go to settings Settings and press on Reset screen. In the management application go to Screens and identify the screen that you want to reset. Press on the settings icon (sprocket on the right of the screen) and then press on Remove YourScreenName.
Afterwards, restart your player.
Upon restart, verify that you are connected to a network.
Finally, go to the last step of claiming and re-claim your screen from the management application.
If you are still experiencing problems, contact [email protected] and we’ll be happy to help.