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Troubleshooting Guide

Common issues and solutions for Synq Digital. Find answers to frequently encountered problems.

Common Issues​

Cannot Sign In​

Symptoms: Unable to log in to your account

Solutions:

  1. Verify email and password are correct
  2. Check caps lock is off
  3. Clear browser cache and cookies
  4. Try a different browser
  5. Use "Forgot Password" to reset
  6. Contact administrator if account is locked

![Screenshot: Sign-in page with error message showing "Invalid email or password" or "Account locked" notification, with troubleshooting tips displayed.]

Device Shows as Offline​

Symptoms: Device appears offline in dashboard

Solutions:

  1. Check device power and network connection
  2. Verify device is connected to internet
  3. Check Device ID is correct
  4. Review device's "Last Seen" timestamp
  5. Restart the device
  6. Verify network firewall settings
  7. Contact support if issue persists

![Screenshot: Devices page showing a device with red offline status indicator, with troubleshooting tips or help icon showing common solutions.]

Media Files Not Uploading​

Symptoms: Upload fails or files don't appear

Solutions:

  1. Check file size (must be under 100MB)
  2. Verify file format is supported
  3. Check internet connection stability
  4. Try uploading one file at a time
  5. Clear browser cache
  6. Try a different browser
  7. Check available storage space

![Screenshot: Media Library upload area showing an error message like "Upload failed" or "File too large", with file size indicator and format requirements displayed.]

Playlist Not Playing on Device​

Symptoms: Content not displaying on screen

Solutions:

  1. Verify playlist is assigned to device
  2. Check playlist has media files
  3. Verify device is online
  4. Check schedule is active (if scheduled)
  5. Review device operating hours
  6. Preview playlist to verify it works
  7. Check device screenshots for visual confirmation

![Screenshot: Device detail page showing a device with playlist assigned, but content not playing, with troubleshooting checklist visible.]

Schedule Not Executing​

Symptoms: Scheduled content doesn't play

Solutions:

  1. Verify schedule status is "Active"
  2. Check current time is within schedule window
  3. Verify device is online
  4. Check playlist is assigned
  5. Review schedule dates (for one-time schedules)
  6. Verify days of week (for recurring schedules)
  7. Check for schedule conflicts

![Screenshot: Schedules page showing an active schedule that's not executing, with troubleshooting tips displayed in a help panel.]

Slow Performance​

Symptoms: Pages load slowly or interface is sluggish

Solutions:

  1. Check internet connection speed
  2. Clear browser cache and cookies
  3. Close unnecessary browser tabs
  4. Try a different browser
  5. Disable browser extensions
  6. Check system resources
  7. Contact support if issue persists

Cannot Delete Media/Playlist​

Symptoms: Delete action fails or unavailable

Solutions:

  1. Check if file is used in playlists
  2. Verify you have permission to delete
  3. Remove from playlists first
  4. Refresh page and try again
  5. Check for active schedules using content
  6. Contact administrator if needed

![Screenshot: Delete confirmation dialog showing an error message like "Cannot delete: File is used in 3 playlists" with links to view those playlists.]

Device-Specific Issues​

Device Registration Failed​

Solutions:

  1. Verify Device ID is exactly 6 characters
  2. Check Device ID hasn't been used before
  3. Ensure location exists
  4. Verify network connectivity
  5. Try registration again
  6. Contact support with Device ID

Device Not Responding​

Solutions:

  1. Check physical power connection
  2. Verify network cable/WiFi connection
  3. Restart the device
  4. Check device network settings
  5. Verify firewall allows device communication
  6. Review device logs (if accessible)

Device Screenshots Not Loading​

Solutions:

  1. Click "Reload" button
  2. Check device is online
  3. Verify device supports screenshots
  4. Wait a few minutes and try again
  5. Check device configuration

Content Issues​

Media File Format Not Supported​

Solutions:

  1. Convert file to supported format
  2. Use recommended formats (MP4 for video, JPG/PNG for images)
  3. Check file extension matches format
  4. Re-encode video files if needed

Playlist Content Missing​

Solutions:

  1. Verify media files still exist in library
  2. Check if files were deleted
  3. Re-add missing files to playlist
  4. Verify file permissions
  5. Re-upload files if necessary

Content Quality Issues​

Solutions:

  1. Use appropriate resolution for displays
  2. Optimize file sizes before upload
  3. Use recommended encoding settings
  4. Test content before deploying
  5. Check device display settings

Network Issues​

Connection Timeouts​

Solutions:

  1. Check internet connection
  2. Verify firewall settings
  3. Check proxy settings (if applicable)
  4. Try different network
  5. Contact IT support

Slow Uploads​

Solutions:

  1. Check upload speed
  2. Compress files before upload
  3. Upload during off-peak hours
  4. Upload files individually
  5. Check network congestion

Browser Issues​

Features Not Working​

Solutions:

  1. Update browser to latest version
  2. Clear browser cache
  3. Disable browser extensions
  4. Try incognito/private mode
  5. Use supported browser (Chrome, Firefox, Safari, Edge)

Display Issues​

Solutions:

  1. Zoom browser to 100%
  2. Check browser zoom settings
  3. Clear browser cache
  4. Update browser
  5. Try different browser

Getting Help​

Contact Support​

If issues persist:

  1. Document the problem:

    • What you were trying to do
    • Error messages received
    • Steps to reproduce
    • Browser and version
    • Screenshots if possible

  2. Contact your administrator:

    • Email support
    • Support portal
    • Phone support (if available)

![Screenshot: Support contact page or help section showing contact information, support email, support portal link, and a form to submit support tickets.]

Error Reporting​

When reporting errors, include:

  • Description: What happened
  • Steps: How to reproduce
  • Expected: What should happen
  • Actual: What actually happened
  • Screenshots: Visual evidence
  • Browser: Browser and version
  • Time: When issue occurred

Prevention Tips​

Regular Maintenance​

  • Monitor device status daily
  • Review schedules weekly
  • Clean up unused media monthly
  • Update passwords regularly
  • Review user access quarterly

Best Practices​

  • Test content before deploying
  • Keep media library organized
  • Use consistent naming
  • Document configurations
  • Backup important playlists

Next Steps​

  • Review FAQ for more answers
  • Check Getting Started for basics
  • Explore feature guides for detailed help

Remember: Most issues can be resolved by checking basic settings, refreshing the page, or clearing browser cache!