Hello and thank you for visiting our ScreenCloud Help Center. This article will go through how to troubleshoot if your preview screen function is not working properly and displaying as a black screen.
There are a few ways to troubleshoot if you notice your "Preview Screen" feature is not working correctly and displaying as a black screen. You can follow the steps below to help resolve this:
i) Use an optimized browser for ScreenCloud: We recommend using Google Chrome or Mozilla Firefox while browsing ScreenCloud. Browsers such as Safari, Microsoft Edge, and Internet Explorer are not optimized for most websites and may cause intermittent glitches while in use.
ii) Make sure you have content assigned to your screen: If your screen has any messages which state "No Content", assign a piece of content, a playlist, or schedule to the screen.
iii) Check if you're using a playlist with content: You can assign a playlist to a screen without content and this mistake can happen! You can find yourself working on a playlist and accidentally assign an empty one to your screen. Please check if you're using a playlist that has any apps or content in use.
iv) Check if you're using a schedule: You can assign a playlist to a screen without having content set for specific days or time. You can also have a black screen if you do not have content assigned for each hour of the day while a schedule is running. For example, if you set a schedule to only play content from Monday through Friday at 9am to 5pm, your screens will be blank from 5pm to 9am the next day unless you assign content to the empty slots of time.
v) Check if you're using any websites or content that cannot be used on third-party apps: If you have any webpages or sites that are the main pieces of content you're displaying on the screen, it is possible they will not play properly in our player if they have restrictions. For example, if you're trying to display a website on the screen that belongs to a University which does not allow websites to embed it's URL anywhere, the player will not be able to load it. You will usually receive a warning message when trying to use the "Add Web Site" button that you cannot use the website.
vi) Reach out to our support team: If you've gone through the troubleshooting options, please reach out to firstname.lastname@example.org. We'll be able to help further.
If you have any additional questions or concerns on using the preview screen feature, or any other questions or feedback about ScreenCloud, feel free to reach out to our support team at email@example.com or give us a call at +1-415-449-5426, then follow the prompts to connect with support.