Digital Menu Board Troubleshoot Guide

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by Santino Scibelli
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Hello and thank you for visiting our ScreenCloud Help Center. This article will go through how to troubleshoot common challenges with the Digital Menu Board app. If you come across one of the following issues mentioned while using the app, we recommend going through the steps below to help resolve it:

  • Digital Menu Board is previewing as an all white or black screen
  • Images are not uploading to your menu board while configuring the app
  • Images are showing in the app configuration but disappearing when previewing or on TV
  • Images are showing while previewing the app, but not live on the TV screen
  • The app has been updated but the Digital Menu Board is showing old content on the screen
  • Receiving the message that the "App cannot be supported in this zone layout." 

You can also view our step-by-step Digital Menu Board app guide by clicking here.  

Table of Contents:

1. Check that you're saving changes for the app

2. Check your images meet the 10MB maximum file-size requirement

3. Try using an alternative web browser or clearing your cache

4. Whitelist our domains on your network

5. Clear the ScreenCloud app cache on your device

6. Use Digital Menu Board in a full-screen, single-zone layout

7. Contact our support team if the challenge persists

 

1. Check that you're saving changes for the app

Please make sure you click the "Save Changes" button while configuring your Digital Menu Board for the first time. Then you can click "Add App" when the configuration window closes to add the app to your Content Library. If you miss these steps, you can lose the data you have entered while building your Digital Menu Board.

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2. Check your images meet the 10MB maximum file-size requirement

If you are having trouble uploading or displaying certain images, we recommend checking if your images meet upload requirements. The maximum file-size for uploading images to the Digital Menu Board is 10MB - this applies to item images, logos, and background images. We also recommend uploading an image of at least 100px. 

If your file size exceeds this, it will not be able to upload. Resizing the image or optimizing it to 10MB or under should help. You can also reference all app information and frequently asked questions by clicking here

 

3. Try using an alternative web browser or clearing your cache

We recommend using an alternative web browser than the browser you use most commonly to log into your Screencloud account if you're noticing an issue while configuring or previewing your Digital Menu Board. Try switching to Google Chrome or Mozilla Firefox browsers as the ScreenCloud website is most optimized for these options, they generally tend to provide a more stable browsing experience for other websites as well. 

It is also possible that the web browser cache could be causing minor glitches while trying to configure or preview the app. You can visit https://refreshyourcache.com/en/home/ and follow the steps to clear the cache for your browser.

 

4. Whitelist our domains on your network

If your Digital Menu Board is previewing or displaying on your television as a white or black screen, or you're having trouble seeing any of your configured images that have been saved on the app, this could signal a network-related issue. This is common if you notice the issue occurs while running ScreenCloud or browsing the website on a private network, for example, in an office, university, or business location. 

We recommend if you have a network administrator or I.T. (Information Technology) Department, to provide them with the list of domains you can review by clicking here and see if they are able to assist further with your network settings. Additionally, you can also add them yourself if you are a system admin for your network. 

 

5. Clear the ScreenCloud app cache on your device

The ScreenCloud app content is cached locally to the device so it does not affect or burden the WiFi Network. It's the streaming apps (i.e. YouTube, Vimeo, and Live News), content updates and commands (such as to switch to a new playlist) that require the internet. If your network goes down, ScreenCloud will continue playing as normal and skips streamed apps until it is back online so there is no loss of service.

It is possible if your device disconnected from the WiFi at some point, the device could have saved how the app was displayed prior to adding any new images or content that is not displaying live on your TV screen. For most devices, you should be able to clear the ScreenCloud app cache by toggling for the menu options from your remote while viewing the app, or going through your internal device settings to find ScreenCloud under "Apps" and clear the cache from there.

If you need instructions on clearing your ScreenCloud app cache, please reach out to support@screencloud.io and let us know what device you're using.

 

6. Use Digital Menu Board in a full-screen, single-zone layout

Digital Menu Board is optimized best for full-screen use. We recommend you use it in a single zone layout. If you are receiving a message that the app is not supported in a zone, try using it on its own as suggested or in a zone-layout with more space for the content to load. If you need some added inspiration for use-cases of how to best use the Digital Menu Board in a zone layout with other apps, check out our Ideas resource to learn more. 

 

7. Contact our support team if the challenge persists

If you have gone through our troubleshooting guide and are still having an issue with the app, please reach out to support@screencloud.io and provide us with the following information:

  • ScreenCloud Account Information - Name and Email Address
  • Device Information - Exact Make/Model/Operating System
  • App Information - Name of the Digital Menuboard in your account or Playlist it's in
  • A description and screenshot of your challenge

 

If you have any additional questions or concerns on our Digital Menu Board Troubleshoot Guide, or any other questions or feedback about ScreenCloud, feel free to reach out to our support team at support@screencloud.io or give us a call at +1-415-449-5426, then follow the prompts to connect with support.   

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