Troubleshooting

Quick fixes for common problems: signing in, missing pages, content not showing and slow pages.

Find your problem below. If it isn’t here, see Help Mode & Getting Help.

Signing in

Problem	Try
Forgot password	Use the forgot-password link on the sign-in page, or ask an admin for a temporary password (Members → Send password reset).
Two-factor code rejected	Check your phone’s clock is set automatically. Codes change every 30 seconds. If you lost the device, ask an admin.
No invitation email	Check spam. Ask the admin to Resend it from Team → Invitations.
Signed out unexpectedly	Sessions expire. Sign in again.

I can’t see a page or button

You likely don’t have permission, or your plan doesn’t include the feature. See Understanding Permissions.

Content isn’t showing on a screen

Open the screen’s page and check its status and banner. See The Screen Page.
Check the screen’s Playback tab. Is a schedule reaching it, and is it winning?
If it uses a layout, make sure it’s published.
Press Refresh content, then Capture screenshot to see what’s on display.

Full steps: Player Troubleshooting.

A screen shows Offline

Check power, display and network, then use Ping and Reboot from the Device tab. See Screen Health.

An upload failed

Message	Fix
.ext files aren’t supported	Use a supported format.
Larger than the limit	Images, videos and PDFs up to 500 MB; Office files up to 2 GB. Compress or split the file.
Storage quota exceeded	Free space or change plan. See Storage.
Processing failed	Open the file and click Retry. Re-export the file if it keeps failing.

A change didn’t save

On a layout, autosave shows All changes saved when done. If it says Your latest changes aren’t saved, click Retry now and stay on the page.
On a playlist, click Save changes. If it says This playlist changed elsewhere, reload the saved version and reapply your edit.
If the whole workspace says read-only, a payment is overdue. See Billing Status.

”Something went wrong” page

Click Try again. If it comes back, Report bug (we’ll collect details), or go to the Dashboard. A page refresh often clears temporary glitches.

The page looks wrong or is slow

Refresh the page. Try a different browser, or turn off extensions that alter pages.
Use a current version of Chrome, Edge, Firefox or Safari.
Very large lists load faster with filters. Narrow by folder or status.

The layout designer says to use a larger screen

The designer needs a desktop-sized window. Use a laptop or desktop, or widen the window.

Still stuck?

Contact support with what you were doing, what you expected and what happened.