Common Issues

The change did not appear on the TV

1. Check that the device is playing the correct scenario. On the Devices page, the scenario name is shown under the device name (see Assigning a device scenario).
2. Check that the screen you edited is actually included in the scenario between Start and End. A block labeled Not connected or will not play will not show on the TV (see Live monitor).
3. If the scenario has conditions, verify that the condition currently applies. A screen in a branch that does not apply right now will not play (see Conditions in scenarios).
4. Check that the device is running: it has a green dot on its tab and shows Currently: On in the details.

Saved changes to screens and scenarios will appear on the TV automatically within a few seconds. No further action is needed.

The device tab or live monitor shows “No response”

If the device is currently playing a screen with infinite duration (∞, Permanent) or a screen longer than 30 seconds, this is normal. The device mainly sends messages when switching to the next screen. You can tell it’s running by the green dot next to its name.

If the dot is red (Offline), the device has not checked in for over 5 minutes. Check that it is plugged into power and the network.

The device shows “Unknown state” or “Waiting for device…”

Studio detects the device status only when you open the page. A running device will respond within a few seconds. If the message remains for more than a minute, the device is probably not running (for example, it is unplugged). Check that it is plugged in, and if that doesn’t help, contact us.

The screen did not turn off or on

• Switching the TV can take up to a minute. The button is therefore inactive for 30 seconds after clicking.
• On the device tab, Off appears after turning off. If this does not happen, check if an error message appeared in the bottom left.
• Manual switching applies only until the next schedule change, up to 12 hours. After that, the screen will return to the schedule automatically (see Turning the screen on and off).
• If the switch is gray, TV control is not set up for the device. Contact us.

The screen is on or off at a different time than you need

We set the screen schedules. Check the Schedule page and write to us to request a change (see Screen schedules). You can switch screens yourself for a few hours on the Devices page.

The scenario editor shows a different time

If you set a simulated time during playback, it remains active until you click Back to real time or refresh the page (F5). See Playback and time simulation. Simulated time applies only to Studio; the school TV runs on real time.

The widget shows different data than the school

Widgets with data from the school system (Substitutions, Supervisions, Events) show sample data in the editor until the school has actual data. You do not enter data into them in Studio; we import it from the school system. If the TV is missing real data, contact us.

Cannot upload file

You can upload PNG, JPG, JPEG, BMP, and SVG images up to 7 MB and MP4 videos up to 500 MB to the Media Library. Error messages and their solutions are described in Uploading files.

I accidentally deleted something

• You can undo a widget, block in a scenario, or a line with the shortcut Ctrl + Z (the Undo button) until you close the editor.
• You cannot restore a deleted screen, scenario, or file from the Media Library. Therefore, Studio asks you to copy a verification code before deleting a screen or scenario and asks “Delete media?” before deleting a file.

Unable to log in

The procedure for a forgotten password is described in Logging in and forgotten password. If you did not receive the email with the link, not even in spam, use the link Having trouble logging in? Contact support on the login page.

The “Something went wrong” page

When something unexpectedly goes wrong in any part of Studio, you will see the Something went wrong page with the error message instead of the content.

1. Click Try again.
2. If that doesn’t help, click Reload page.
3. If the error repeats, send us the error text from the page and describe what you were doing.

The “… failed to load” message

For example, “Failed to load device.” or “Failed to load invoices.” This is usually a brief connection outage. Check your internet and refresh the page (F5).