This article will go through how to troubleshoot if you're using a Facebook app with ScreenCloud for digital signage and receive error messages regarding issues with being able to validate or load data. This issue can affect all Facebook-related apps with ScreenCloud. Please note, Facebook is a third-party service with no direct affiliation to ScreenCloud.
Table of contents:
1. Error messages while using Facebook apps
While using Facebook apps or services connected to ScreenCloud, you could come across common scenarios that affect your digital screens being able to properly display data from your social networking platform. You can review these common errors below:
i) Error message one (ex. Facebook Recommendations App)
The page has no reviews or data loading failed.
ii) Error message two (ex. Page Likes for Facebook App)
Error validating access token: The session has been invalidated because the user changed their password or Facebook has changed the session for security reasons. Please return to Signage to edit the app or create a new one by logging in to your Facebook account again using your most up to date username and password.
2. How to fix seeing error messages using Facebook apps
There are three common scenarios for these types of messages appearing while using Facebook apps with ScreenCloud:
i) Username/password change: most commonly, these errors can appear if you've recently changed the email address or password used to sign in. Your Facebook apps set up with ScreenCloud will require re-authentication (logging back into) the app instances you've set up prior.
ii) No posts or content within a recent timeframe: third-party services and social media sites, such as Facebook or Twitter, run by an API (i.e. integration) that connects to these services. These errors can appear if you're attempting to connect a Facebook account in which the integration cannot pull recent posts, data, or content from within at least a seven or fourteen-day period.
For example, if you're using ScreenCloud's Social Feed for Facebook App and attempt to connect a Facebook account which has no recent activity for more than a month, then the app will be unable to pull in any data. If you shared a recent post, this will allow the integration to refresh and load new data from Facebook. ScreenCloud does not have the ability or control to alter Facebook's API for how far back it can capture posts and content at this time.
iii) Turn on the following Facebook account setting - "Managing Future Activity": Facebook has added a feature that allows the social media network to track your internet activity while browsing on other websites other than Facebook. This is done to create tailored ads and marketing on websites (e.g. if you search for a type of retail brand on Google, such as Adidas, you'll begin to see more advertisements for their products).
Facebook gives you the option to turn off this feature but activating this will disable or limit ScreenCloud's access to Facebook apps and services, which can cause error messages or issues with data loading on your digital screens. Please note, you have to turn on this feature in your Facebook account as it disables access to third-party services, such as ScreenCloud, from connecting to data from your Facebook apps.
For reference, You can turn on or activate this feature by performing the following steps in your Facebook account.
1. Visit your Facebook "Settings & Privacy"
2. Visit your "Facebook Information"
3. Click on "Off-Facebook Activity"
4. Select "Manage Off-Facebook Activity"
5. Activate "Manage Future Activity" by selecting "Turn On"
You can also visit Facebook's support article directly at https://www.facebook.com/help/1224342157705160?helpref=faq_content for instructions on how to access these settings.
3. Facebook Apps Troubleshoot Guide
All of the ScreenCloud Facebook apps are similar to troubleshoot and if you come across one of the following issues mentioned while using any of these apps, we recommend going through the steps below to help resolve it:
- Facebook app is displaying as black or white while previewing the app or on the TV
- Facebook app is not pulling in any posts or reviews (E.g. Loads as blank or no posts found)
- The app is working in preview mode but is showing as completely black or white on the TV
- The Facebook page has new posts or reviews, but old posts or reviews are showing on TV
- Clicking "Login" automatically signs me into a different Facebook Page with ScreenCloud
- Certain videos won't play while previewing or on TV, but work on Facebook's website
Check that you're saving changes for the app
Please make sure you click the "Save Changes" button while connecting any of your Facebook apps for the first time. Then you can click "Add App" when the configuration window closes to add the app to your Content Library. If you miss these steps, you can lose the data you have entered while logging into your Facebook app.
Whitelist our domains on your network
If your Facebook app is previewing or displaying on your television as a white or black screen, or you're having trouble seeing any of your recent posts, this could signal a network-related issue. This is common if you notice the issue occurs while running ScreenCloud or browsing the website on a private network, for example, in an office, university, or business location.
We recommend if you have a network administrator or I.T. (Information Technology) Department, to provide them with the list of domains you can review by clicking here and see if they are able to assist further with your network settings. Additionally, you can also add them yourself if you are a system admin for your network.
Make sure you are logging into the correct Facebook Page
If you are having trouble seeing a Facebook page that you want to connect to ScreenCloud, make sure you are logging in with the correct credentials that are connected to the Facebook Business Page you want to pull in.
Web browsers also store login information, you might be clicking the "Login" button and your browser is automatically logging you into a different Facebook page. We recommend using a different browser to connect your Facebook app or by opening an incognito browser in Chrome. This should help do the trick and get you signed into the correct account.
Check if you have more recent posts or reviews for the Facebook Page
The Facebook apps pull in recent posts or reviews within at least a seven-day window. If you do not have posts or reviews that fall within this time frame, the app can experience an issue pulling in any content. We recommend if you are not seeing any posts, to share a new post on your Facebook page and see if this pulls in any new data.
The same applies to Facebook reviews if a customer has not left feedback recently, the app can experience an issue pulling in reviews that are not more recent.
Check if you're an admin or moderator for the Facebook Page
If you are having trouble seeing a Facebook page that you want to connect to ScreenCloud, you will receive a message stating to check in with the site admin to grant you the moderator or admin permissions. This is required in order to successfully choose a Facebook page and the app will provide you with the name of the main admin that you should contact further.
Check that videos you posted have "allow embedding" turned on
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. You can upload any MP4 videos directly into your Studio media library.
If you do own the video and have uploaded it to Facebook, please follow the steps below to troubleshoot allowing the video to be embedded on third-party sites.
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:
Next, click the "Distribution" option from the right-hand video menu:
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:
Clear the ScreenCloud app cache on your device
The ScreenCloud app content is cached locally to the device so it does not affect or burden the WiFi Network. It's the streaming apps (i.e. YouTube, Vimeo, and Live News), content updates and commands (such as to switch to a new playlist) that require the internet. If your network goes down, ScreenCloud will continue playing as normal and skips streamed apps until it is back online so there is no loss of service.
It is possible if your device disconnected from the WiFi at some point, the device could have saved how the app was displayed prior to new posts or reviews added to your Facebook page that is not displaying live on your TV screen. For most devices, you should be able to clear the ScreenCloud app cache by toggling for the menu options from your remote while viewing the app, or going through your internal device settings to find ScreenCloud under "Apps" and clear the cache from there.
If you need instructions on clearing your ScreenCloud app cache, please reach out to firstname.lastname@example.org and let us know what device you're using.
Delete and re-add a new app instance to your content library
Visit your Apps library and delete the app. You can do this by hovering over the Facebook app you want to delete and clicking on the trash can icon in the upper-right-hand corner. After you delete the app, visit the App Store and add a new instance of your Facebook app.
Contact our support team if the challenge persists
If you have gone through our troubleshooting guide and are still having an issue with the app or receiving any sort of error message, please reach out to email@example.com and provide us with the following information:
- Screencloud Account Information - Name and Email Address
- Device Information - Exact Make/Model/Operating System
- App Information - Name of the Facebook app in your account or playlist it's in
- Facebook URL - Direct link to the Facebook page
- A description and screenshot of your challenge
If you have any additional questions on receiving error messages on your Facebook apps while using ScreenCloud, or any other questions or feedback about ScreenCloud, feel free to reach out to our support team at firstname.lastname@example.org or give us a call at our toll-free support line at +18885575335.