Frequently Asked Questions (FAQ)
Common questions and answers about Synq DS.
General Questions
What is Synq DS?
Synq DS is a comprehensive digital signage management platform that allows you to manage digital screens, organize media content, create playlists, schedule content playback, and monitor your digital signage network from a web-based dashboard.
What browsers are supported?
Synq DS works best with modern browsers:
- Google Chrome (latest version)
- Mozilla Firefox (latest version)
- Safari (latest version)
- Microsoft Edge (latest version)
Do I need special software to use Synq DS?
No, Synq DS is web-based. You only need a modern web browser and internet connection. No software installation required.
Is there a mobile app?
Currently, Synq DS is optimized for web browsers. The interface is responsive and works on mobile devices through your browser.
Account & Access
How do I create an account?
Contact your administrator to receive account credentials, or use the "Sign Up" option if self-registration is enabled for your organization.
I forgot my password. What should I do?
Click "Forgot Password?" on the sign-in page, enter your email address, and follow the instructions sent to your email.
Can I change my email address?
Yes, go to Profile → Settings → Personal Information and update your email. You may need to verify the new email address.
What are the different user roles?
- Admin: Full access including user management
- User: Standard access to devices, media, playlists, schedules
- Viewer: Read-only access to view content and reports
Devices
How do I register a device?
Go to Devices → Register, enter the 6-digit Device ID, provide a device name, select a location, and click Register.
Where do I find the Device ID?
The Device ID is usually found on a label on the device, in the device settings menu, or provided by your device manufacturer/administrator.
How many devices can I register?
The number of devices depends on your subscription plan. Contact your administrator for details about device limits.
Why is my device showing as offline?
Check that the device is powered on, connected to the internet, and the Device ID is correct. Review the "Last Seen" timestamp to see when it was last online.
Can I assign multiple playlists to one device?
Typically, one playlist is assigned per device at a time. You can use schedules to change playlists at different times.
Media Library
What file formats are supported?
Images: JPG, JPEG, PNG, GIF, BMP Videos: MP4, MOV, AVI, WebM
What is the maximum file size?
The maximum file size per file is 100MB. For optimal performance, keep files under 50MB.
How do I upload multiple files?
You can select multiple files when uploading, or drag and drop multiple files into the upload zone.
Can I organize files into folders?
The Media Library uses a flat structure with tags for organization. Use tags and consistent naming to organize your files.
What happens if I delete a media file that's in a playlist?
The playlist will be affected. It's recommended to remove the file from playlists before deleting, or replace it with another file.
Playlists
How many media files can I add to a playlist?
There's no strict limit, but for optimal performance, keep playlists to 10-20 items. Very long playlists may take longer to load.
Can I set different durations for different media items?
Yes, you can set custom durations for each media item in your playlist. Default is usually 10 seconds, but you can adjust per item.
How do I reorder items in a playlist?
Use the drag handles (⋮⋮) to drag items up or down in the playlist editor.
Can I duplicate a playlist?
Yes, you can create a new playlist and manually add the same media files, or use the duplicate feature if available.
Schedules
What's the difference between recurring and one-time schedules?
- Recurring: Repeats on selected days of the week (e.g., every Monday-Friday)
- One-time: Runs once during a specific date range
Can schedules overlap?
Yes, schedules can overlap. The system will handle conflicts based on priority or use the most recent schedule.
How do I temporarily disable a schedule?
Edit the schedule and toggle "Active" to OFF. The schedule will stop but won't be deleted.
Can I schedule different playlists for different times?
Yes, create multiple schedules with different time ranges and assign different playlists to each.
Locations
Do I need to create locations before registering devices?
It's recommended but not always required. You can create locations as needed during device registration.
Can I move a device to a different location?
Yes, edit the device details and change the Location dropdown, then save changes.
How many locations can I create?
The number of locations depends on your subscription. Contact your administrator for details.
Analytics
How often is analytics data updated?
Analytics data typically updates in real-time or near real-time. Some historical data may take a few minutes to process.
Can I export analytics data?
Yes, you can generate reports and export them in PDF, CSV, or Excel formats.
What metrics are tracked?
Key metrics include device uptime, online rate, content playback counts, network health, and usage patterns.
Troubleshooting
The page won't load. What should I do?
- Check your internet connection
- Clear browser cache and cookies
- Try a different browser
- Check if the service is down (contact support)
I'm getting error messages. What do they mean?
Error messages usually indicate:
- Authentication errors: Check login credentials
- Permission errors: Verify you have access to the feature
- Validation errors: Check that required fields are filled correctly
- Network errors: Check internet connection
How do I report a bug?
Contact your administrator or support team with:
- Description of the issue
- Steps to reproduce
- Screenshots if possible
- Browser and version
- Time when issue occurred
Security & Privacy
Is my data secure?
Yes, Synq DS uses industry-standard security measures to protect your data. Contact your administrator for specific security details.
Who can see my content?
Only users with appropriate permissions in your organization can access content. Admins have full access, while regular users have access based on their role.
Can I control who sees what?
Admins can manage user permissions and roles to control access to different features and content.
Performance
Why are uploads slow?
Upload speed depends on:
- Your internet connection speed
- File sizes
- Network congestion
- Server load
Try uploading during off-peak hours or compress files before upload.
How can I improve performance?
- Optimize media file sizes
- Keep playlists manageable
- Regularly clean up unused content
- Monitor device status
- Use recommended file formats
Billing & Subscriptions
How do I check my subscription?
Contact your administrator for subscription details and billing information.
What happens if my subscription expires?
Contact your administrator immediately. Typically, access may be limited or suspended until renewal.
Still Have Questions?
If you can't find the answer here:
- Check the Troubleshooting Guide
- Review the relevant feature guide
- Contact your administrator
- Reach out to support
Tip: Use the search function in the documentation to quickly find answers to specific questions!