ScreenQube
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Something is not
playing.

ScreenQube is sold and supported through partners, so your first call is usually to them. Here is how to tell which problems are which, and what to send so the first reply is a fix rather than a question.

Who to ask

Your partner first, us second.

Partners onboard your organisation, build your plan and set your prices. They can also enter your console to see what you are seeing.

Your partner handles

Billing, your plan and what is on it, adding users, adding facilities, training, and anything about price.

We handle

The platform itself — a module behaving wrongly, the player failing to pair, something the product is documented to do and is not doing.

Either of us can

Tell you plainly whether something is a bug, a limit of the product, or a setting. Getting that answer quickly is usually the whole problem.

Before you write

Four things that save a day.

A support thread usually costs two round trips before anyone knows what is wrong. These remove both.

  1. Take a screenshot from the screen itself

    Not a photograph of the wall — the console’s Take Screenshot, which returns what the player is actually rendering. It settles “is it playing the wrong thing or nothing at all” immediately.

  2. Check Live Monitoring

    Is the screen showing as disconnected, or connected and showing the wrong content? These are completely different faults and the fix has nothing in common.

  3. Name the facility and the screen

    Estates have screens called “Reception” in nine buildings. The facility plus the screen name identifies one.

  4. Say what changed

    Almost every fault follows a publish, a plan change or a network change. If you know which, say so — it is usually the answer.

Common faults

The ones that come up most.

The screen is blank

Check Live Monitoring first. A disconnected screen is a network or power fault; a connected screen showing nothing is usually a publish that targeted a different facility.

It is playing yesterday’s content

Usually a schedule still running, or a default composition taking over because the scheduled slot has ended. Remote reload and clear cache are both available from the console.

A web page shows a sign-in screen

The web-URL app displays pages that need no login. If the page demands a session, the player has no way to provide one. This is a limit, not a fault.

A new screen will not pair

The player shows a registration code; that code has to be entered against your account. If no code appears, the player has not reached the network.

Knowledge base

Look it up before you write in.

Reach us

Tell us what the screen is doing.

Contact usDownload the playerGuides

Your partner first. They hold your account and can usually fix this faster than we can. Use this when they have asked you to, or when you cannot reach them.

Only if the screen is somewhere we may need to talk you through.

The console name tells us more than a location does.

The four checks above, if you have run them, and what happened.

We use these details only to work the fault. Privacy policy.

Questions

The things people actually ask.

Is there a support phone number?

The published support routes are not settled yet. Use the contact form and it reaches a person.

What are your response times?

Ask your partner what their support terms are — they are the ones who set them.

Can my partner see my console?

Yes. Partners have an Impersonate action against the organisations they manage, so they can look at exactly what you are looking at rather than asking you to describe it.

Does the player work offline?

The player caches its content, and the console can clear that cache. Ask for offline behaviour to be demonstrated on your own network.

Tell us what it is doing.

A screenshot from the screen and the facility name is usually enough to answer in one reply.

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