ScreenCloud General Troubleshooting Guide

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by Santino
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This guide will cover common troubleshooting tips for general questions, issues, and challenges that can occur while using ScreenCloud for digital signage. Please note, this guide covers general resources and topics for troubleshooting common problems with hardware, apps, and services. 

To quickly report and escalate a troubleshooting support request with our team, please email support@screencloud.com with additional information. While our team reviews your email, we recommend checking out the information below for resolving common questions. 

Table of contents:

1. Hardware performance and stability 

1.1. Does the device meet the minimum requirements to run the ScreenCloud app? 

1.2. What is the condition of your device (New, Refurbished, Used)? 

1.3. Are there any additional cables being used with the device?

1.4. Is the original power cable being used with the device?

1.5. How often are devices restarted, or are devices set up with performance features?

1.6. Are you seeing any visual challenges with your display (e.g. flashing, errors, etc)?

1.7. How can I resolve issues with a device which is unrelated to ScreenCloud?

 

2. Apps, streaming and third-party services

2.1. Is the app connected to a service that is experiencing an issue or downtime? 

2.2. Are you having an issue logging into the app?

2.3. Does the issue with the app happen live on your screen, while previewing the app or both? 

2.4. Are apps showing outdated, old, or incorrect data on your screens? 

2.5. Have you tried to delete and re-add the app into your account? 

2.6. Does the app or service you're using have any playback restrictions or security settings?

2.7. How do I fix an issue with adding a website or link to my screens?

2.8. How do I fix common issues with streaming app links (such as YouTube)?

 

3. Uploading files, content and managing media 

3.1. Does the file you're trying to upload into ScreenCloud meet minimum requirements?

3.2. Are you able to upload content using an alternate browser, computer, or network?

3.3. Is it a specific file or multiple files? Are all of the files the same format?

3.4. Are any of the files encrypted or are password-protected that you're trying to upload?

3.5. Are you unable to load parts of the site or receive error messages during an upload?

 

4. Networks and internet connection 

4.1. Are you using a private or secure network for work or professional use?

4.2. Is your screen displaying as a white page, black page or with an error message?

4.3. Is your screen displaying a white/black page or with an error message for specific content?

4.4. Is your network wired or being powered by an ethernet cable?

4.5. Does the issue continue if you switch to a new network (e.g. personal, hotspot, mobile, etc)?

 

5. Glitches and issues while browsing or logging into ScreenCloud's website

5.1. Are you having an issue or glitch navigating or while logging into ScreenCloud?

5.2. Can you confirm the operating system and web browser you're using?

5.3. Clear the web browser cache

5.4. Clear the ScreenCloud site data from your browser

5.5. Does the issue continue if you switch to an alternate web browser?

5.6. Does the issue continue if you switch to a different device?

 

 

6. I'd like to connect with the support team, what information is useful to provide?

6.1. Account information

6.2. Device information

6.3. Steps to replicate the error

 

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1. Hardware performance and stability

Please note that all hardware recommended from https://screencloud.com/hardware is through other suppliers and third-party websites. ScreenCloud is an application that runs on most consumer hardware, and while we will do our best to help troubleshoot hardware-related issues, some incidences may involve escalations to the manufacturer or device vendor to help assist further if the device is subjected to issues which are unrelated to using ScreenCloud's service.

 

1.1. Does the device meet the minimum requirements to run the ScreenCloud app? 

If you're running into an issue initially with the device or hardware you've chosen to run the ScreenCloud app, we first recommend checking if the device can support the ScreenCloud app. Below you can reference our official hardware selector from ScreenCloud's Website, and additionally cross-reference our support documentation on exact minimum specifications recommended to run the ScreenCloud app on a device:

If you're unsure of the status or support for your device, please email support@screencloud.com with information on the exact make, model number, and operating system of the hardware you're using.

 

1.2. What is the condition of your device (New, refurbished, or used)? 

Device condition and long-term use can significantly impact how services, not limited to ScreenCloud, will respond over periods of time. We recommend assessing the condition of your device, especially if you're using a refurbished or used product in which you could come across some of the following scenarios:

  • Inconsistent device performance (e.g. constant crashing)
  • Issues with maintaining a constant WiFi connection to a strong network
  • Issues with maintaining a constant WiFi connection after troubleshooting your router
  • Problems with video performance or streaming playback for apps other than ScreenCloud
  • Problems with audio performance, such as cutting off or unable to play sound
  • Flickering, stuttering or other display issues while using the device

This can be tricky to diagnose, though commonly you'll notice issues with other apps or services as well. For example, if the device is constantly disconnecting from the WiFi while using apps other than ScreenCloud (e.g. YouTube, Spotify, Netflix) or is experiencing a flicker, stutter, or display issue. 

If you'd like additional support, please reach out to support@screencloud.com and provide us with the make, model, and operating system of your device. If applicable, please provide us with a video if you're having a display issue (e.g. flickering, stuttering, etc). 

 

1.3. Are there any additional cables being used with the device?

If you're using additional cables or adaptors it's advised to use a different setup to test if this is affecting your device. For example, if you're noticing a flicker or stutter while your device is connected to an HDMI extender, power cord extension, or WiFi adaptor to help increase the internet connection speeds. You may also notice audio not working properly, cutting off, or inconsistency in playback which can be affected by a faulty cable. We recommend swapping out the cables or adaptors. If you notice the issue you're experiencing subsides, it's advised to no longer use the cable/adaptor or purchase a new unit.  

 

1.4. Is the original power cable being used with the device?

Some devices, typically used or refurbished, can come shipped or sold with non-OEM (Original Equipment Manufacturer) cables. This can be problematic in cases where the cords provided may not be able to provide ample power supply, correctly support or otherwise are not intended for long-term use with your device. This can be tested by switching either the cord you're using to provide power to the device and also plugging the device into a different power source (e.g. extension power-strip, wall plug, etc). If you notice a difference in your device performance, it's advised to purchase an official OEM power cable for your device. For example, if you purchased a used Amazon Fire TV Stick then you would search to purchase an original power cable issued by Amazon for the device.

 

1.5. How often are devices restarted, or are devices set up with performance features?

Your hardware for ScreenCloud will likely be running for extended periods of time. While the consumer hardware we do recommend runs ScreenCloud well, there will be occasional glitches or hardware-related issues that can occur. Devices can reboot, crash, or have occasional issues displaying signage, which can due to the hardware or operating system. Here are some key tips on how to proactively avoid or limit this from happening:

  • Make sure you're using ScreenCloud recommended hardware
  • Check if your hardware has the latest software update available
  • Unplug or cycle off your device momentarily to see if a reboot helps
  • Check if you're using any faulty power cords, adaptors, ethernet, or extender cables
  • Use an alternative network to see if the problem persists
  • Use an alternative television to see if the problem persists

We also provide you with features for most of our supported devices to help best maintain performance, such as:

i) Start at boot feature: if your device crashes, ScreenCloud will start again automatically.

ii) Daily reboot feature: select a time daily for the ScreenCloud app to reboot

iii) Cache clear: manually clear the cache for the ScreenCloud app to keep it updated

Please note, only certain devices (e.g. Amazon, Android) support these type of features built into the ScreenCloud app. If you have any questions on hardware recommendations and which devices support these features, please feel free to review our supported hardware or contact support@screencloud.com.

You can also refer here for a guide on how to perfectly set up ScreenCloud. 

 

1.6. Are you seeing any visual challenges with your display (e.g. flashing, errors, etc)?

As noted within this section, visual challenges can occur due to a number of factors with a device, ranging from:

  • Condition of the device (New, refurbished, or used)
  • Non-OEM cables or power supply is used for the device
  • Additional cables used with the device (e.g. HDMI splitter, power extensions, or WiFi adaptors)
  • The device does not meet minimum specifications to run ScreenCloud

If you've been troubleshooting your device and are still having an issue related to the ScreenCloud app, please reach out to support@screencloud.com and provide us with information on the exact make, model number and operating system for your device. Additionally, please include a screenshot and/or video of your issue for our team to review. 

 

1.7. How can I resolve issues with a device which is unrelated to ScreenCloud?

If you're having issues generally with a device which is not occurring while running the ScreenCloud app or while using other apps or services (e.g. Netflix, YouTube, Spotify, etc) this signals that there is an issue with the device itself, thus will require further troubleshooting from the manufacturer or seller. 

We recommend connecting with the manufacturer directly, for example, if you've purchased the device through https://amazon.com then connecting with Amazon customer support is best advised. Alternatively, if you've purchased the device from a private or third-party seller then connect with them directly for additional support, to schedule repairs or make arrangements for a replacement device.

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2. Apps, streaming and third-party services

2.1. Is the app connected to a service that is experiencing an issue or downtime? 

Third-party integrations and services with websites run on a connection that depends on the status of a host site. For example, using any of the Facebook apps in ScreenCloud requires you to log in and connect with your account on https://www.facebook.com while setting up the app. In the event that Facebook's website is experiencing downtime, maintenance, or issues logging in, then this will affect the app performing properly or allowing you to log in when setting it up with ScreenCloud. To test this, we recommend trying to log in directly on the app in your browser to see if you're having an issue logging in.

 

2.2. Are you having an issue logging into the app from the source site? 

If you're having an issue logging into the app or service, we recommend to visit the local site and to try logging in. If you're unable to log into the service on the source site (e.g. visiting https://www.facebook.com and can't log in) to troubleshoot the account directly by contacting their support team. Alternatively, if you're not having an issue logging into the account from the source website, we recommend trying to use a different web browser and/or network to see if the issue continues.

 

2.3. Does the issue with the app happen live on your screen, while previewing the app or both? 

This troubleshooting helps our internal development and technical teams determine if the issue you're experiencing with an app or service is due to an issue with the ScreenCloud app player. For example, if you're able to preview an app while setting it up in your ScreenCloud account, but live on screen the app is black, displaying an error or otherwise not performing properly. If you notice the issue happens in one feature (e.g. while previewing, but not live on screen) this information is important to provide to our support team in helping to identify the source of your app issue. 

 

2.4. Are apps showing outdated, old, or incorrect data on your screens? 

If you've noticed your apps or services are showing outdated or incorrect data, this is common for a few scenarios:

  • Your device disconnected from the internet and is caching stored data: ScreenCloud has a feature that stores data to your device in the event of a network crash or internet connectivity issue. In this case, it's likely the app is showing data from the last point it was connected to a healthy network connection. You can resolve this by clicking here for steps on how to clear your device cache for the ScreenCloud app.

 

  • The source app hasn't been updated with new content or data: if the source site has not been updated recently, the integrations (API) which ScreenCloud is connected to may require posts or updates within a specific time period. For example, the Twitter Timeline app (runs from https://www.twitter.com) will only pull in any new or recent posts within a thirty-day period. If you haven't shared any new or recent updates within this timeframe, then the app may alert you that content is too old or you don't have any recent data. 

 

  • There could be an API/integration issue or change which affected new data being synced with ScreenCloud automatically: in some cases, there could be a service issue with either the source site integration (API) that is not allowing new data or content to render in a third-party website, such as ScreenCloud. Alternatively, this also could signal an issue within ScreenCloud's system. If you're able to verify that the source website, for example, https://www.twitter.com, is not experiencing any issues integrating or connecting with other third-party services you're using then please let us know so our team can help troubleshoot further. 

 

2.5. Have you tried to delete and re-add the app into your account? 

A quick and common troubleshooting point if you're having intermittent issues with an app is to simply try deleting the app from your account. We advise you to re-set it up and add it as a brand new app instance into your ScreenCloud account. In the event that there's a service or integration delay/issue with the source site (e.g. https://www.facebook.com), setting up the app as brand new can help re-confirm connection with the site and pull in new data. 

 

2.6. Does the app or service you're using have any playback restrictions or security settings?

Video owners or originators (e.g. YouTube, Vimeo, and Facebook-uploaded videos from other users) can have settings on which restrict playback or embedding videos on third-party websites, such as ScreenCloud. For videos that you do not own that have been selected for use from video websites such as YouTube or Vimeo, playback and embed settings are up to the owner. If they have set videos to be restricted from being embedded on third-party sites, unfortunately, there is not a workaround for these videos to work unless you can download it as an MP4 file. 

For example, if you're trying to use a Facebook app that is restricting a video from playing properly on your screen, it might have a restriction for embedding videos. You can adjust this setting though typically in the post or account settings, the scenario below will showcase how to resolve this if you have a video restriction from Facebook (https://www.facebook.com): 

i) If you own a Facebook Business Page with videos posted, you can manage settings for any videos uploaded to your page. If a video is not playing on ScreenCloud, please visit the video on your Facebook and click "Edit Post" in the upper-right hand corner of the video:

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ii) Next, click the "Distribution" option from the right-hand video menu:

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iii) Check off "Allow Embedding" to be turned on for your video. This should help moving forward for a video not working properly on ScreenCloud with your Facebook app:

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Alternatively, this can also affect other apps and integrations. For example, if you're trying to connect with the Google Calendar app and are using a work-based Gmail account - you could come across a challenge with connecting the account if your company has security restrictions on the account connecting with third-party services. In this case, we would advise connecting with your workplace administrator or IT to see if your permissions or security policy settings require updates for you to connect the app with ScreenCloud. You can also refer here for ScreenCloud's list of domains and ports to whitelist on your network if required by your organization.

 

2.7. How do I fix an issue with adding a website or link to my screens?

If you're experiencing a general issue when trying to add a website or link to your digital screen, please click here to refer to ScreenCloud's guide for adding links and websites for additional information.

 

2.8. How do I fix common issues with streaming app links (such as YouTube)?

Streaming services rely on third-party providers and sites to enter links into ScreenCloud. In some cases, you may come across an error message while using streaming apps like YouTube where videos are unable to play properly on your screens. This can be due to a few common reasons:

 

i) "Error - Please Try Again": this message usually occurs if the link being used is invalid from YouTube's site. We recommend reviewing ScreenCloud's YouTube App Guide for reference on how to use links from YouTube in ScreenCloud. If the link appears to be correct and you're still having an issue, please reach out to support@screencloud.com

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ii) "Video unavailable - This video has been removed by the uploader": this message appears if you're using a link that has been deleted, or previously hosted a video. In this case, you'll need to re-upload the video and use a new link if you're the account owner. Alternatively, if you're not the account owner for the YouTube video which was deleted, the only option would be to search for a different copy of the video to use. 

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iii) "Video unavailable - This video contains content from XX, who has blocked it in your country on copyright grounds": this message appears if there is a copyright or regional restriction which blocks the link or video from displaying on your screens. Alternatively, you'll see this message as well if you try to view the video from YouTube's website. You can learn more about regional restrictions while using apps by clicking here.

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3. Uploading files, content and managing media

3.1. Does the file you're trying to upload into ScreenCloud meet minimum requirements?

If you're experiencing an issue uploading a file, please refer here to ScreenCloud's guide on minimum requirements and supported file types first to check if the file or format you're attempting to upload can be used in the service. 

 

3.2. Are you able to upload content using an alternate browser, computer or network?

On occasion, the cause of errors or issues for uploading content can be traced to the browser, computer and even network being used. If the content you're having trouble with uploading is supported, we recommend next to try using an alternate browser, such as Google Chrome or Mozilla Firefox which are most optimized for general browsing. You can also try clearing your cache if you're using Google Chrome or Mozilla Firefox, please refer to https://www.refreshyourcache.com/en/home/ for instructions on how to do this. 

Additionally, if you're using a work-based computer or network, please try using a personal or alternate device/network to see if the issue persists. This can help identify if the issue is secluded to an issue specific to the browser, computer or network in this case which will require further troubleshooting. Please note, if the issue is secluded to a work-based computer or network, this might be due to a network or firewall restriction that is blocking the file management services to work correctly on ScreenCloud's website. 

In this case, we would advise connecting with your workplace administrator or IT to see if your permissions or security policy settings require updates for you to connect the app with ScreenCloud. You can also refer here for ScreenCloud's list of domains and ports to whitelist on your network if required by your organization.

 

3.3. Is it a specific file or multiple files? Are all of the files the same format?

In the event that you're having an issue uploading multiple files and are having issues regardless of being supported by ScreenCloud or otherwise have troubleshot using an alternate computer/network, then please reach out to support@screencloud.com as soon as possible with example copies of the files you're attempting to upload. 

 

3.4. Are any of the files encrypted or are password-protected that you're trying to upload?

ScreenCloud does not allow encrypted or password protected files to be supported in the service for security purposes. The system does not have the ability to decrypt zip files or single-files that have been set up with a password. In these cases, you might notice that the files upload okay but then are unable to be used or displayed on your screen. We advise in this case to export the file(s) or remove password protection if the content is not sensitive or private data for use on your digital screens. 

 

3.5. Are you unable to load parts of the site or receive error messages during an upload?

If you're unable to load parts of the website while trying to perform a file upload or are receiving any error messages, please reach out to support@screencloud.com as soon as possible with a screenshot or video of the issue you're experiencing. In this case, we would also advise connecting with your workplace administrator or IT to see if your permissions or security policy settings require updates for you to connect the app with ScreenCloud. You can also refer here for ScreenCloud's list of domains and ports to whitelist on your network if required by your organization.

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4. Networks and internet connection

4.1. Are you using a private or secure network for work or professional use?

If you're using a private, enterprise or secure network at your workplace this can affect the performance of how the ScreenCloud player app and website functions. This is typically the case if there is an active firewall or security restrictions set for the network or work-based device you're using. We generally advise connecting with your workplace administrator or IT to see if your permissions or security policy settings require updates for you to connect the app with ScreenCloud. You can also refer here for ScreenCloud's list of domains and ports to whitelist on your network if required by your organization.

 

4.2. Is your screen displaying as a white page, black page or with an error message?

If you notice the ScreenCloud app will attempt to load and then display a white or black screen regardless of the content that's attempting to be used (e.g. you're using a mix of apps and images you've uploaded), this is likely a network-related issue. Additionally, this could be the case if you're receiving any error messages that state the service is unavailable, blocked, or otherwise the screen is displaying an error regarding the inability to display the content due to security reasons. 

If you've already connected with your web administrator or IT department to whitelist the domains and notice the issue persists, please contact support@screencloud.com as soon as possible. 

 

4.3. Is your screen displaying a white/black page or an error message for specific content?

If you notice the ScreenCloud app will attempt to load and then display a white screen, black screen, or error message for a specific piece of content then it could be isolated to the app or file you're attempting to display. For example, if you're attempting to use a Facebook app from our service and notice only when Facebook attempts to be displayed that there's an issue, please contact support@screencloud.com as soon as possible with a screenshot or video of what you're seeing on screen. 

Alternatively, we still recommend checking in with your web administrator or IT department to make sure our domains are whitelisted and/or the third-party service you're trying to use is available past your company firewall. For example, if your workplace blocks or restricts anything from Facebook (https://www.facebook.com) to be used on your network, then this could explain why the app is not displaying properly on your screen. You can also refer here for ScreenCloud's list of domains and ports to whitelist on your network if required by your organization.

  

4.4. Is your network wired or being powered by an ethernet cable?

If you are experiencing issues with your internet while using an Ethernet or wired connection with the ScreenCloud service, we recommend the following:

i) Check the strength of your connection: is your Ethernet connection strength/speed okay? You can use websites such as http://speedtest.att.com/speedtest/ or https://www.speedcheck.org to gauge the status of your connection.

 

ii) Try using a different Ethernet Cable: the culprit of your connection issues can be the cable you're using for an Ethernet connection. We recommend trying to use an alternative cable to see if any issues persist.

 

iii) Try using a WiFi connection to see if the issue persists: you can try connecting your device(s) temporarily to a WiFi network if available to troubleshoot issues with your Ethernet connection. If you notice your device(s) are running more consistently and not experiencing issues while connected to WiFi, you may have to contact your IT department or administrator further to help determine the next steps moving forward.

 

You can also refer here to review ScreenCloud's guide on using WiFi, Ethernet Connections, or Mobile Hotspots for Digital Signage.

 

4.5. Does the issue continue if you switch to a new network (e.g. personal, mobile phone, etc)?

Typically, a general troubleshoot recommendation is to try using an alternate network to see if the same issue you're experiencing continues. For example, you can try using your smartphone connected to your 4G data plan to see if the same problem occurs, or alternatively use a personal network at home or a public location. This can help identify if the source of an issue you're experiencing while using ScreenCloud is secluded to a specific network, if this is the case, please connect further with us at support@screencloud.com so our team can help further.

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5. Glitches and issues while browsing ScreenCloud's website

5.1. Are you having an issue or glitch navigating or while logging into ScreenCloud?

If you're experiencing an issue or glitch while trying to navigate or log into areas of ScreenCloud's website, we recommend troubleshooting using the following guidelines below to help resolve your issue. 

 

5.2. Can you confirm the operating system and web browser you're using?

First, check if you're using a web browser that is recommended for use with ScreenCloud. We typically recommend using Google Chrome or Mozilla Firefox as more modernized browsers for general daily use. We also recommend checking the status of the operating system and browser to see if it's up-to-date. For example, you can visit a website such as https://whatsmyos.com to check if the operating system on your PC or laptop is the most updated version for your model. Additionally, you can also check if your browser is updated from https://whatsmybrowser.com

For more information, please see here for ScreenCloud's guide on web browsers to use

 

5.3. Clear the web browser cache

Web browser cache is stored content to help webpages load more efficiently and quicker than you've visited before. However, sometimes cache can store a "snapshot" in time of a webpage and show old data or can cause glitches with a website. We recommend visiting a website such as https://www.refreshyourcache.com/en/home/ for instructions on how to clear your browser cache. 

 

5.4. Clear the ScreenCloud site data from your browser

Cookie and stored site data can additionally cause glitches or issues based on information that has been saved to your web browser. Please note, settings on sites can get deleted or erased if you use this function - this would prompt you to log into websites that had stored logins. However, you can erase cookie and stored site data for a specific site, such as ScreenCloud, instead of clearing your site data for your entire browser. We recommend in this case to do a google or search engine lookup of steps for clearing cookies and site data for one website, usually, you can use keywords while accessing your site data such as "ScreenCloud" to pull up all relevant information for the website to erase from your browser. 

 

5.5. Does the issue continue if you switch to an alternate web browser?

We recommend if you're continuing to have an issue with your daily browser after performing the troubleshooting noted above, try using an alternate browser and see if the same issue occurs. If the issue does not occur, this might signal that there is another issue with your main browser (e.g. problematic extension, firewall, adware blocker, etc) that could be causing the issue and flagging features with ScreenCloud as a security risk. Otherwise, if the issue occurs across browsers then we recommend following step 5.6. 

 

5.6. Does the issue continue if you switch to a different device?

If the issue occurs across different browsers, we recommend at this point switching to an alternate device, PC, or laptop to monitor if the same issue you're having carries over to another device. If this is the case, please contact support@screencloud.com with a screenshot/video of the issue you're having. 

Additionally, we recommend checking in with your web administrator or IT department to make sure our domains are whitelisted. Please refer here for ScreenCloud's list of domains and ports to whitelist on your network if required by your organization.

 

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6. What information do I need to submit for a support request to troubleshoot?

6.1. Account information

Please provide our team with the email address you use to login with. If you have been invited as a user to the account, please provide the following information to help look up  your account:

i) Owners email address 
ii) Recent invoice number

 

6.2. Device information

Please provide the make, model number, and operating system for the following:

i) Player: a device used to run the ScreenCloud app for displaying content.
ii) Computer: a device used to login to your ScreenCloud app

 

6.3. Steps to replicate the error

Please provide the exact steps to replicate the error and provide any of the following information:

i) The name of the app, service, or integration you're having an issue with.
ii) Name of any screen(s) which are affected.
iii) Name or link to any playlists and/or channels affected.
iv) Verify if you're using a private or personal network.
v) Send us a screenshot/video of your issue.

You can email all of this information directly to support@screencloud.com

  

If you have any additional questions on general troubleshooting for ScreenCloud's service or any other questions or feedback about ScreenCloud, feel free to reach out to our support team at support@screencloud.com or give us a call at our toll-free support line at +18885575335.

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