Frequently Asked Questions for Migrating to ScreenCloud Studio

Avatar
by Santino
Follow

This article will go through common FAQs and questions regarding migrating your data and account information from ScreenCloud Signage (Old Version - 2015) to the ScreenCloud Studio (New Version - 2019) platform. Below you will find all of the important information covered to help get you kickstarted with migrating your ScreenCloud account. You can also view the key differences between ScreenCloud's digital signage platforms by clicking here.

 

What are my options to migrate?

You can now either initiate your account’s transfer to ScreenCloud Studio from inside your existing account, or one of our agents can perform your account’s transfer.  We recommend scheduling your account transfer with one of our agents if you have more than five screens.

 

Table of contents:

1. Pre-migration frequently asked questions

2. Post-migration frequently asked questions

 

1. Pre-migration frequently asked questions

How long will migration last and what is involved?

The actual migration process is quick to a new ScreenCloud Studio account. There are 3 stages of migration. Firstly, the data from your Signage account will be transferred, this will take a few minutes. After the data transfer, file processing lasts about 10 minutes. Next, your billing details will transfer into Studio and then screens are transferred. 

Please note, clients located in the United States/Canada will be required to re-enter and authenticate their payment details to finalize their migration. Clients located in Europe/Rest of the World do not have to re-authenticate their payment details. Lastly, your screen and team details will be transferred to the new platform. The process could take from 10 to 30 minutes to complete.

  

How and who will be notified once our ScreenCloud Studio account is ready?

If you’re the owner of the ScreenCloud account and performing your account transfer by yourself, you’ll receive a notification email confirming your migration has been completed. If one of our agents is performing your account transfer on your behalf, you’ll receive an email with an invitation link directly to log in and review your new ScreenCloud Studio account. Please note that only the main account owner's email address and your users/teams from the ScreenCloud Signage account will receive email invites automatically to join the ScreenCloud Studio account.

 

What happens to my screens that are paused in Signage after I migrate? 

When your screens are migrated from the Signage platform to ScreenCloud Studio, they transfer from the "Paused" status to "Deactivated". In ScreenCloud Studio there is a licensing system that is used to manage your billing and screen usage. If you're not using the screen we recommend you remove the paused screen to avoid any unintentional billing charges to your account. Please click here to learn more about the ScreenCloud Studio License Billing

 

What happens to my ScreenCloud Signage account after the migration?

Your ScreenCloud Signage account will no longer be accessible after the migration has been completed, you will only have access to ScreenCloud Studio moving forward. 

 

Will the cost of the screen stays the same?

Yes, your subscription fees for the legacy ScreenCloud Signage account is grandfathered. This means that your pricing plan and discounts remain the same at this time once you migrate over to ScreenCloud Studio.

Our new monthly rate is $24/screen/month, and our new annual rate is $20/screen/month, but as an existing customer you'll be able to keep your existing subscription rates:

  • If you want to keep using ScreenCloud at your current rate, you don’t need to do anything. Your bulk discounts will continue to be valid. 
  • If you’re on a monthly plan, you can get ScreenCloud even cheaper and save 16%, make sure to swap to our annual plan before your migration date.
  • If you decide to change the billing period of your plan after the migration (monthly to annual, annual to monthly), you’ll be charged at our new rates.

Our new additional Enterprise features can be added to your subscription at an additional cost. You can find out more about our new subscription plans here. If you have any questions, please contact us at support@screencloud.com.

 

Will I get billed on the same day?

The migration process involves transferring over all of your billing information as it was set up on ScreenCloud Signage, the billing period should remain the same. 

 

Is there anything I have to do to prepare for my account’s migration?

Some of our apps have unfortunately been deprecated and we won’t be able to transfer them across our new platform. Here's the full list. If you're using any of these apps please let us know and we will check with our team for any solutions or workarounds.

If you’re using our Google Slides app, you’ll get an error message after your migration is complete and you’ll need to re-login to connect to your Google account. If Google Slides is currently a part of your active screen content, we recommend temporarily removing them to avoid interruption to your live screens. Additionally, the Google Slide app currently does not support GIF or animated files in the ScreenCloud Studio platform. We are looking into adding this functionality in the near future.

Finally make sure to remove any paused screens from your account by deleting them, to avoid editing your billing after our migration. We have a fresh billing page to easily manage your screen licenses.

 

Will my screens stop working during the migration process?

Your screens will continue to work, but you will notice the ScreenCloud app refreshing automatically and content displaying again during the process.

 

Will all the data get migrated over into ScreenCloud Studio?

Yes, however, apps that are deprecated and no longer available from ScreenCloud Signage will be inaccessible. You can learn more about which apps from ScreenCloud Signage are not available on ScreenCloud Studio by clicking here.

 

Will everything look and function the same in Studio?

The user interface will be different from ScreenCloud Signage, in addition to deprecated apps being unavailable, though all of the data should be transferred into the ScreenCloud Studio platform during the migration process. The data will be available in new sections of your account, for example, "Content Library" is now "Media Library", and "Schedules" will now be "Channels". 

 

Will there be a risk of losing data during the migration process?

No, our team has identified through our extensive testing that there shouldn't be any risk of losing data during the migration process. The data is not being deleted from your ScreenCloud Signage account, only transferred over. If there is an interruption or service issue during the migration process, we can always restart the process again as long as the screens and billing information haven't been transferred yet during stage two. 

 

What if my screen won't work or displays as black after the migration is finalized?

If you notice that your screen is not displaying or showing as black, please try to restart or reboot your device running the ScreenCloud app to help resolve this issue. If you're still having any trouble, please contact support@screencloud.com with information on your challenge and the make, model, and operating system for the device you're using to run the ScreenCloud app.

 

Is there anything I need to do after Migration?

We recommend checking that you can perform actions on your screens in the new ScreenCloud Studio account, such as renaming or refreshing your screens to verify that they are working successfully. 

 

Are there any hardware limitations on ScreenCloud Studio?

Chromecast devices are not supported on ScreenCloud Studio due to performance issues. You can also view a list of ScreenCloud's unsupported devices by clicking here. Additionally, there are specific models of off-brand or unsupported Android devices that may not provide an optimized performance experience. We advise you to please connect with a member of our team regarding your hardware if you have any questions.

If you're using a Windows player, make sure that's updated to the latest 2.11.9 version before your migration.  If your hardware is not on the list or you're unsure please reach out to us at support@screencloud.com before proceeding with your migration and we'll look into it.

 

What are some of the apps that have been deprecated?

You can view the deprecated apps from ScreenCloud Signage to ScreenCloud Studio by clicking here. However, some apps that existed on ScreenCloud Signage have been upgraded or merged together in ScreenCloud Studio. For example, all of the news apps such as CNN, BBC, Fox News, Aljazeera, ESPN, Yahoo, and Google News will be transferred into the "News App" on ScreenCloud Studio. Please note, there are apps that will require you to re-authenticate, such as the Google Slides and Gallery for Instagram apps. 

 

We have an API set up using ScreenCloud Signage for specific controls over screens, data, and other functions. Does this data carry over, or do APIs need to be re-setup using new ScreenCloud Studio specifications?

The API on Signage and Studio are different and ScreenCloud Signage API will not be migrated to Studio. If you need assistance with the new ScreenCloud Studio API, please visit https://studio.screencloud.com/developer and reach out to support@screencloud.com if you have any questions to route for our development team. 

 

I'm using Microsoft Power BI, will the integration remain the same?

There are two ways you can set up Microsoft PowerBI dashboards to display on your digital screens using ScreenCloud Studio (New Platform - 2019). ScreenCloud Signage (Old Platform - 2015) only allowed you to display any websites, links, or dashboards which are public or open to the web - whereas the new platform allows you to:

If you have any questions about using Microsoft PowerBI or other services on the ScreenCloud Studio platform before migrating your account, please contact support@screencloud.com. Please note, using private dashboards or web pages requires upgrading to a premium pricing tier which can be reviewed at ScreenCloud's Pricing page here. Alternatively, you can keep displaying Microsoft Power BI with a URL link that doesn't require authentication/private login, by adding it as a link instead of installing the Microsoft Power BI app.

 

Will my username and password be the same as my ScreenCloud Signage? For example, if I've signed up on Signage using the ScreenCloud form - am I able to use the exact same email and password?

This is currently a limitation of the migration process. Authentication does not share or carry over between ScreenCloud Signage to ScreenCloud Studio. For example, on your first prompted login to ScreenCloud Studio, if you choose the "Email/Password" login form combination you will have to set up a new password for the same email address you’ve been using on ScreenCloud Signage. Alternatively, if you used the Google authentication method to sign in using your Google account, you can continue using this method to log into ScreenCloud Studio.

 

Is it possible to migrate data from multiple ScreenCloud Signage accounts to one ScreenCloud Studio account?

Unfortunately, this is not possible at this time. 

 

Will my schedules in ScreenCloud Signage transfer over as "Channels" automatically, or do I have to build channels from scratch to match schedules I've created in Signage?

Yes, your schedules in ScreenCloud Signage will be transferred over automatically as "Channels". You don't need to re-build any channels from scratch to match the schedules you've created in ScreenCloud Signage. 

 

Users & Teams feature: will all of my "admins" set up using this function migrate over as "admins" automatically, or will I need to set them up into new "Groups" on Studio?

All admin accounts will be added automatically to your "Admin" group in ScreenCloud Studio and will have all admin functionality. Admin accounts will be assigned to the 'Org-wide Admin permission Group' by default during the migration process. General user accounts (e.g. non-admins) will be automatically assigned to the 'Space-specific Manager permission group', which will match the functionality and setup which the users belonged to on your ScreenCloud Signage account. You can learn more about using People, Groups, and Spaces with ScreenCloud Studio by clicking here

 

If I've created groups for my screens when I migrate my screens from ScreenCloud Signage, will they be grouped automatically in my ScreenCloud Studio account? Or, will I have to create screen groups and sort them manually?

Yes, your screens will be grouped automatically according to the groups you've created and sorted into from the ScreenCloud Signage account. 

 

ScreenCloud Signage has a "Copy data between teams" function that is available. Can I use this function on ScreenCloud Studio for copying data between Spaces (i.e. teams)?

Currently, the option to copy data between Spaces (i.e. teams) is unavailable in the new Studio platform and our team is working to introduce this functionality in the future. The ScreenCloud Studio (2019 Platform) has alternative features for cross-sharing information such as channels/schedules, transferring screens, and the ability to set up advanced roles/permissions for users who have access to your account. We also recommend using or check out the ability to share folders of media between your spaces.

 

2. Post-migration FAQs

I use one email address (e.g. santino@company.com) to access multiple organizations using ScreenCloud Signage. For this example, you have five organizations you switch between using one email address. In ScreenCloud Studio, I've noticed this feature is still available. What is the easiest way when all of our organizations are on Studio to set up my email address with access to all of these accounts again using the switch organization feature - do I need to be invited via the People, Groups, and Spaces feature?

As the migration progresses, for example, all of your five migrated organizations should be automatically linked to your email. This means you'll be able to switch between the organizations respectively once you're set up and logged in to ScreenCloud Studio post-migration. It's a seamless experience that requires no further action from you. Please note, this is only if the organizations from ScreenCloud Signage have migrated over successfully to ScreenCloud Studio. Organizations that have not migrated between platforms will not be available for you to switch between while logged into ScreenCloud Studio. 

 

I've noticed some of my screens have not transferred over after migration, what would have impacted these devices from being registered to the new platform?

You may notice, in some cases, that devices have not migrated over to ScreenCloud Studio. This commonly is related to when devices are no connected to the internet or offline not being able to transfer during migration. This is due to the system not being able to properly sync with an "Offline" screen, so it will not be able to carry over the data during migration. If this is not the case and your "Live/Online" screen has not been transferred to the new platform, please contact support@screencloud.com with more information and provide any available information on the screens/devices you're having trouble with. 

 

I've noticed the "Add Website" feature from the Content Library in ScreenCloud Signage is now called "Links" in ScreenCloud Studio. Will the websites I've added be imported over automatically in the "Links" section, or will these need to be re-added since it's a new section?

All of your websites added and created in ScreenCloud Signage should automatically appear in ScreenCloud Studio as "Links" post-migration. There is no need for you to re-add any websites or links to your account.

 

Do I need to login to some of the apps which require authentication, such as Twitter, Facebook, Instagram, Dropbox, or Google Slides?

Currently, the only apps which require re-authentication for logging into the instances migrated from ScreenCloud Signage are Google Slides and Gallery for Instagram at this time.  ScreenCloud's Google Slides app was built using a new version and updates from the ScreenCloud Signage version, so it's required to log into your app instances. Please note, if the Google Slides app is active on a screen, there will be an error message requesting to re-login to the app. To avoid any interruption to your screens, we recommend replacing the app with temporary content before migration. Additionally, any Instagram app instance created before March 2020 also will require re-authentication. 

 

I've noticed the Content Library in ScreenCloud Signage is now the Media Library in ScreenCloud Studio. Will any folders I've created in my Signage Library be imported over automatically, or do I have to manually re-create folders and sort content?

All of your folders are expected to appear in ScreenCloud Studio exactly how you've sorted and organized them. You shouldn't have to re-create these folders. Please note that apps are no longer part of the "Media Library" in ScreenCloud Studio, in comparison to how apps were organized under the "Content Library" in ScreenCloud Signage. Apps are now organized and sorted separately in their own section of your account. 

 

I've noticed apps are now grouped under an "Installed" instance - when I migrate from ScreenCloud Signage, will the apps automatically sort into the "Installed" instances, or will they be unsorted?

Yes, all of your app instances will be sorted within the same group. For example, if you had ten Twitter Search apps installed in ScreenCloud Signage that were organized in your "Content Library" - these ten app instances can now be found under your "Apps" section in ScreenCloud Studio under the "Twitter Search" installed instances. You'll find all of your ten Twitter Search app instances grouped under the app respectively to manage and make changes to.  

 

Microsoft PowerBI App users*: I've transferred over to the Studio platform and my dashboards have not migrated automatically, why is this and how can I set them up? 

There are two ways you can set up Microsoft PowerBI dashboards to display on your digital screens using ScreenCloud Studio (New Platform - 2019). ScreenCloud Signage (Old Platform - 2015) only allowed you to display any websites, links, or dashboards which are public or open to the web - whereas the new platform allows you to:

If you have any questions about using Microsoft PowerBI or other services on the ScreenCloud Studio platform before migrating your account, please contact support@screencloud.com. Please note, using private dashboards or web pages requires upgrading to a premium pricing tier which can be reviewed at ScreenCloud's Pricing page here

 

Is there any way to use the original scheduling tool instead of the new "Channels" feature?

Currently, our development team is working on a "Simple Schedule" concept to allow users to have similar scheduling functionality to the ScreenCloud Signage (2015) platform who do not want to use the Channel feature. There is no current timeline for this but the feature will be available in the near future.  

 

My themes are not working and I can't access the "App Theme Editor", how can I fix this?

In ScreenCloud Signage (2015) themes were controlled by the "App Theme Editor" and were applied on an app level. With the ScreenCloud Studio (2019) platform, app themes and branding are applied by using the "Channels" feature. You can learn more about how to create and apply themes to your content in ScreenCloud Studio by clicking here

 

My Gallery for Instagram app is not working or requires re-authentication, why is this occurring? 

Instagram App instances that were added before March 31, 2020, require to be re-authenticated. This also applies to any Instagram app instance created within ScreenCloud before then and not just the migrated apps to your new account from the ScreenCloud Signage (2015) platform. The reason for this was due to a maintenance and service update from Instagram, as a third-party service connected with ScreenCloud for security and technical purposes requires users to re-log into the account. 

 

Can I upload or use custom fonts in the ScreenCloud Studio platform?

Currently, our development team is working to implement custom fonts as an addition in the near future. If there is a specific font package you would like to use or have any questions regarding this, feel free to reach out to our team at support@screencloud.com.

Please note, you can currently use ScreenCloud's Canvas App to use custom fonts for your graphics, designs, or templates. Please click here to learn more about using custom fonts with the Canvas app

 

I have noticed some of my screens are "Offline" or "Not Connected", how can I fix this?

This may be unrelated to migrating between platforms as screen connectivity issues can be due to a number of factors. We recommend to please visit ScreenCloud's troubleshooting guide for connectivity issues. If you're still having an issue, please reach out to support@screencloud.com for additional support.

 

Which file types are currently unsupported by the ScreenCloud Studio platform?

Please review ScreenCloud's full list of supported file types and media by clicking here. Below are the file types which are not supported, though our development team is working to provide support for these on the new platform within the near future:

  • .pptx (Windows File)
  • .ppsx (Windows File)
  • .key (Mac OSX)
  • .numbers (Mac OSX)
  • .pages (Mac OSX)

This is due to a limitation with the third-party system, Filestack, which is used for file uploads into the ScreenCloud Studio platform. Our team will update and evaluate this list as soon as updates are available to support these file types.

 

If you have any additional questions on migration to the ScreenCloud Studio platform, 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.

 

 

 

Comments

0 comments
Please sign in to leave a comment.