Hello and thank you for visiting our ScreenCloud Help Center. This article will go through how to troubleshoot common challenges with the Gallery for Instagram 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:
- Instagram is previewing as an all white or black screen
- The app preview shows my username towards the bottom, but no images are pulling in
- The app preview shows "No Posts Found"
- Instagram is working while previewing the app, but not showing on the TV
- Instagram is showing outdated photos on my TV screen, but not new ones I have posted
- I have set the max amount of images (e.g. 80) to load, but it is not working
You can also view our step-by-step Gallery for Instagram app guide by clicking here.
Table of Contents:
1. Make sure to log in with the Instagram account you want to use
As of April 2018, Instagram has updated its API which means that all Instagram apps are only able to access the user's own account via @(*your account*), or any posts tagged with a specific hashtag. You'll no longer be able to search via @(*someone else's account*). You must log into the Instagram account that you want to connect via the @(*your account*) feature.
2. Make sure any #hashtags you use have search results in Instagram
If you receive a "No Posts Found" message, it is possible that the #hashtag term you're trying to search does not have results in Instagram or it is a unique hashtag used on a private account. Please check on the actual Instagram app via your smartphone or tablet if the #hashtag has any images show up and if the account you're trying to add a #hashtag from is a private page.
Private account posts, hashtags, or information will not pull into the application unless it is the account you logged into while configuring the Instagram app in your ScreenCloud account.
3. Check that you're saving changes for the app
Please make sure to click "Add App" when configuring your Instagram app for the first time. This will add the app to your Content Library. If you miss this step, you can lose the data you have entered while configuring your Instagram app.
4. Whitelist our domains on your network
If your Instagram app is previewing or displaying on your television as a white or black screen, 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 posts on your Instagram account 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 email@example.com and let us know what device you're using.
6. Check if you meet the image count for the "images to load" feature
The Instagram app can load a minimum of 20 or a maximum of the 80 most recent photos from your account (available in increments of 20 photos). It can display photos in order or as a gallery collage view, and shuffle them for the most recent photos to load randomly. For example, If you have set the app to load 80 photos, but your Instagram only has 40, the app will only pull in the number of photos available to load (i.e. 40).
Alternatively, if you have set the app to load 80 photos, but it is not loading all of your photos and you have more than the selected amount to load, please reach out to firstname.lastname@example.org with your Instagram URL and the email address for your account so our team can look into it further.
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 email@example.com 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 Instagram app in your account or Playlist it's in
- Instagram Page URL - provide us with the username of your account
- A description and screenshot of your challenge
If you have any additional questions or concerns on our Instagram App Troubleshoot Guide, or any other questions or feedback about ScreenCloud, feel free to reach out to our support team at firstname.lastname@example.org or give us a call at +1-415-449-5426, then follow the prompts to connect with support.