Question 1

I have added a new moderator but he hasn’t got an invitation.

Accepted Answer

Please, check the spam folder. If you will not find an email there, kindly give us a message at support@lookdigitalsignage.com .

Question 2

Why is the screenshot feature not available?

Accepted Answer

What is the mistake? If you get the black screen photo instead of videos playing, then it is normal for devices without root rights available. Look players work with it perfectly. If you get the mistake "Failed to get a screenshot”, then it can be a problem with an outdated software version of Look app or with a lost internet connection.

Question 3

Why doesn't my screen work?

Accepted Answer

It is necessary to check if it is online at the moment or offline. Also it is important to understand what is on the screens right now. If it is black they can be just switched off or an incorrect HDMI source could be chosen. Also the screen settings : time zone, sleep mode and schedule should be checked. In case all settings are correct, try to reboot the router and/or devices.

Question 4

The image on the screen is too big so I can't do anything to get a code.

Accepted Answer

You should adjust the scale setting in the device display settings.

Question 5

My TV turns off automatically after some times.

Accepted Answer

The energy save mode should be checked and deactivated if it is on.

Question 6

My screen is not displaying vertical images correctly even though I have enabled this option in the Look CMS screen settings.

Accepted Answer

Unfortunately not every device supports vertical mode display. We guarantee that this feature works with Look hardware media players , and on Windows, Mac OS or Linux based devices. With other options, especially based on the Android or Google TV platforms, this feature can be unavailable.

Question 7

I don’t see any code on my device. Where can I find it?

Accepted Answer

If you do not see the code by launching the Look application on your device try checking your Internet connection or there may be permission settings on your screen, after set permissions the code will be shown.

Question 8

My web content doesn’t display.

Accepted Answer

First, please check the Internet connection on your device. If this is not the reason, please check the availability of the web source itself in any browser on your PC or other third-party device.

Question 9

I can't upload content to the device.

Accepted Answer

Please check that the device is online at the moment, and try to reboot the device. Also check if the content is correct and designed without gaps inside. Additionally, you can check the memory of the device, it is shown in the screen settings (right sidebar). Another option is to check that the Loading time feature is inactive in advanced settings.

Question 10

My content item is not shown anymore.

Accepted Answer

Go to the “Screens” section in the CMS and click “Add Screen”. Enter the code in the appropriate modal window. The steps that need to be taken further are described in detail in the adding a screen section in our knowledge base.

Question 11

I've put the same playlist on several screens, but they have a small time difference when playing content.

Accepted Answer

Yes. Different devices can't play the same content simultaneously. There are a lot of reasons that affect it, from OS limitations and tech specs of the device to its internal time and the internet connection quality. In case you need them to play simultaneously you need to connect them to one external media player via HDMI splitter.

Question 12

The scheduled playlist does not play at the exact time. Another playlist is played instead.

Accepted Answer

First of all, make sure that the time zones set in the CMS and on the device are the same. To check it in the CMS go to the Screens section , сhoose a screen you need and check the timezone in the right sidebar. To do this on the device you should connect a PC mouse to it, open settings clicking 5 times in the top left corner and open the “Date and time” option.

Question 13

I see the black screen instead of my layout. What's the problem?

Accepted Answer

You need to check and fix the layers' order. Please, make sure that your visible layers are not covered by invisible ones.

Question 14

Pictures look puzzled on a screen?

Accepted Answer

Please, check that your content item's aspect ratio fits your screen's one. In case you use Layout, you need to set the correct aspect ratio for the area of this content assigned in percentage.

Question 15

I have two videos on every side of my layout and one of them isn't working? What should I do?

Accepted Answer

Try lowering the resolution of the files being played, or use a more powerful player model. For example Look HD-2222

Question 16

Why do I have 403 error on my screen instead of GOOGLE slides?

Accepted Answer

Usually it happens if you share your google slides incorrectly. To share your google slides, please do the following: Click Share -> Under “General access”, click the Down arrow.-> Choose "Anyone with the link" -> Select Viewer role -> Click "Copy link" and "Done".

Question 17

Instagram doesn’t work? It shows the “Insufficient developer role” mistake.

Accepted Answer

Well, sometimes the problem happens on Facebook's API side. But be sure that we are doing our best to solve this issue as soon as possible.

Question 18

How can I avoid loading icons appearing before my playlist starts showing the weather widget?

Accepted Answer

It usually happens in case of poor internet connection or usage of devices with weak specs. To avoid it, you better add this widget as a layer in layout. It will look better and your clients will have necessary weather information when they need it.

Question 19

When I try to save a layout I have got a message "failed to save the changes in the layout tree".

Accepted Answer

This means that something is incorrect in the layout. Sometimes, it happens because of the long Button's widget. Please check it 150 symbols max.

故障排查 🔧

账户问题

我添加了一名新管理员,但他没有收到邀请。

屏幕

为什么截图功能不可用?

为什么我的屏幕无法正常工作?

屏幕上的画面过大,导致我无法进行任何操作获取代码。

我的电视会在一段时间后自动关闭。

尽管我已在 Look CMS 的屏幕设置中启用了竖屏选项,但屏幕仍无法正确显示竖屏图片。

我的设备上没有显示代码,该去哪里查找?

内容

我的网页内容无法显示。

我无法将内容上传到设备。

我的内容项目不再显示了。

播放列表

我在多块屏幕上使用了同一个播放列表,但播放内容时存在轻微的时间差。

排期

排期的播放列表未能在准确时间播放,而是播放了另一个播放列表。

布局

我看到的是黑屏而不是我的布局,这是什么问题?

屏幕上的图片显示错乱?

我的布局两侧各有一个视频,但其中一个无法正常播放,该怎么办?

应用

为什么我的屏幕显示403错误,而不是 GOOGLE 幻灯片?

Instagram 无法正常工作?显示“Insufficient developer role”错误。

小组件

如何避免播放列表在展示天气小组件前出现加载图标?

尝试保存布局时,我收到了“failed to save the changes in the layout tree”的提示信息。

还有疑问?