ScreenCloud Amazon & Android Status Update - August 8, 2019: Service Down & Maintenance

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by Santino Scibelli
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ScreenCloud  is currently undergoing maintenance as some users have been affected by an Amazon and Android ScreenCloud player update on their devices, which was released earlier this week. 

 We put this article together to provide you with additional information on the issue(s) that are being resolved and share certain steps to help you  fix your devices right now before an automatic update is released. 

We deeply apologize for any service issues or downtime you've been experiencing. We want to reassure you that this is our number one priority and our developers are diligently looking into resolving this issue as soon as possible. 

The quickest fix for this issue while waiting for our team to release an automatic update is to uninstall and reinstall the ScreenCloud app from your device. You can do this by using your Android or Amazon remote to click the settings tab while hovered over the ScreenCloud app and hitting "uninstall". You can also visit your Device settings > click on "Apps" > Uninstall ScreenCloud through this portal for either platform. 

You can click here to view a video on steps on how to uninstall and reinstall the ScreenCloud app to your device.

If you are using an Amazon device, you can review steps on how to delete an app by visiting https://www.amazon.com/gp/help/customer/display.html?nodeId=201357740 remotely from your account as well. 

 

Please refer below for information on the scenarios reported and troubleshooting for the interim resolution period:

Scenario 1: If you're seeing a new pairing code on your screen:

Any screens that were affected by this issue which caused the screens to go black and were reloaded have lost their connection to ScreenCloud. Previously, these screens were caught on the "Registering" message. Any users who experienced a black screen and try to reload or power cycle the player can re-pair their screens within their account. 

We recommend deleting the previous screen(s) that were connected in order to use the new pairing code to replace the disconnected screen in your account. Please follow ScreenCloud's article on adding screens by clicking here.

Please note, all screen time is billed pro-rata: connect a screen partway through a month and only get charged for the rest of the month; disconnect a screen and your account gets credited with the remaining time (unless paying annually). We recommend deleting the old screen affected from your account, this will adjust your billing automatically. If you're on the annual plan, please let us know so we can make sure your billing is correct once you've done this. If you have any questions and need the team to double-check this, please contact support@screencloud.com

 

Scenario 2: If you're seeing a black screen while using the ScreenCloud app:

Users who are experiencing a black screen and haven't performed any reboots or troubleshooting can clear the cache on your device which may solve the issue. Please click here for instructions on how to clear the cache for your ScreenCloud app on an Android or Amazon device.

Clearing the cache can resolve the issue, though if you're still seeing the challenge persist we recommend trying to clear the cache once or twice more to see if this helps. If this ends up causing a white screen, we recommend uninstalling and reinstalling the player for now.

For our larger enterprise and clients managing bulk screens, we understand all of your concerns with troubleshooting multiple screens and our goal is to push any updates automatically to your devices as soon as possible. We're currently working with Amazon to roll out an automated fix , but we do not have an estimate on the timeline for this. If you would prefer to wait until an automated fix, please let us know by contacting support@screencloud.com and we’ll make sure to personally reach out to you when it’s been released. 

 Our team will be following up with anyone affected by the issue updates as soon as possible. Again, we apologize for any inconvenience and screen downtimes, please feel free to reach out to our team at support@screencloud.com  with any questions.

 

 

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