FAQ

Any issues or troubleshooting topics are listed below, for further assistance please email Support@screenfusion.ai

Screenfusion App/Dashboard Website Not Loading or Continuously Buffering.

If Screenfusion is not loading properly or is continuously buffering and not fully displaying the webpage, this is typically related to your network.
In most cases, something on the network is blocking the website from loading in the browser.
If Screenfusion worked previously and is no longer working, it is likely that a new firewall rule or network restriction has been added.

Please reach out to your IT team and ask them to allow full network access.

If firewall details are needed please reach out to support@interactivedisplays.ie for this information.

Access Device Settings

To access your device settings, you will need to stop or exit the Screenfusion app.

Using a Remote
If you are using a remote, the Menu button will usually bring up a prompt to enter a passcode.
Please note that this can vary depending on the device/remote model.
If the Menu button does not work, you can also try navigating to Setup, Settings, or Home on the device.

Using a Mouse
Click and hold the top-left corner of the screen until the passcode prompt appears.

Using a Touch Screen
Tap and hold the top-left corner of the screen until the passcode prompt appears.

Once prompted, Screenfusion will ask for a passcode.
This is a security feature designed to prevent unauthorized access to the device settings.
The default passcode is 1122.

You can find or change this passcode in your Screenfusion web account by navigating to:
Settings → Screen Settings

At the top of the page, you will see a Password option where the current passcode is displayed.

After entering the passcode, a menu will appear with several options, including Open Settings, Orientation, and Close.
Selecting Open Settings will take you directly to the device’s system settings.

In the device settings, there is an option for “Network and Internet.” Please ensure that the device is connected to your network/internet. Or connect your device to your network/internet.

The ScreenFusion app must be open for the device to appear online.
Once the app is open, it can communicate with the server. If the app is closed or the device settings are open, the device will appear offline.

Content Not Displaying Correctly on the Device

The software supports most video and image formats. PDFs can be used; however, depending on how a PDF is saved, it may have display issues. If you are using a PDF and it is not displaying correctly on the screen, please export the PDF as an image or video file and upload it to the software again.

The software is NOT compatible with Microsoft Word, PowerPoint, Excel. These file types will not upload to the ScreenFusion dashboard. In rare cases where one of these file types does upload, it will not download to the screen. Do not use these formats.

If your content is created in Word, PowerPoint or Excel, please export it as images or videos before uploading.

If content is uploaded to the Media Assets section and displays an error icon, this may indicate that the file is corrupt.

Re-export or reformat the file in the content creation software you are using.
Try uploading the file again.

In some cases, depending on internet speed or file size, ScreenFusion may have an issue processing the file during upload. Re-uploading the file may resolve the issue.
If the error persists, the file is likely corrupt and must be reformatted.

If content appears black on the device, the file is corrupt. Please reformat the content and upload it again.

It is recommended that videos should be no shorter than 5 seconds. The software and device need time to process the file, and shorter videos may cause glitches. If a video appears glitchy on the screen or you want it to download faster, enable the video optimization option in the playlist settings. It is recommended that all videos be optimized.

When Stretch to Fit is enabled, content will scale to fill the screen. If the content resolution does not match the layer size, the content may appear distorted. Please ensure that your content matches the layer size. The layer size is determined when you first begin creating a playlist.

If Stretch to Fit is not enabled, the content will display at its original resolution and will not be stretched. The content will appear as it should, but blank gaps may appear around the content if it does not fill the required resolution/layer size.

If content appears pixelated, this is an issue with the content itself. Please ensure that the content matches the required resolution/layer size and the content is created at a high quality.

Screenfusion App Not Displaying a Code/Content

Once Screenfusion is installed on your device, a registration code should appear on the screen.
This code is used to register the device to your Screenfusion account.

If the app shows “Network Connected” but does not generate a code or display your content, this indicates that a firewall on your network is blocking the app from communicating with the Screenfusion servers.
Please reach out to your IT team and ask them to allow the required network connections.

As a quick test, you can try connecting the screen to a mobile hotspot.
If the code or the content appears while using the hotspot, this further confirms that the issue is related to a firewall or network restriction.

Please reach out to your IT team and ask them to allow full network access.

If firewall details are needed please reach out to support@interactivedisplays.ie for this information.

If the app shows “Not Connected”, the device is not connected to the internet.
The device must have an active internet connection in order to generate a registration code.
Please go into the device settings and connect it to the internet. (Please go to the Access Device Settings)

If the device is connected to the network but the app is saying “Not Connected” There is a firewall on your network

Please reach out to your IT team and ask them to allow full network access.

If firewall details are needed please reach out to support@interactivedisplays.ie for this information.

The MAC Address of the device is found in the Device Settings. The WiFi MAC Address is found in the WiFi settings.
The Device MAC Address is found in ‘About’ in the Device Settings.

As a quick test, you can try connecting the screen to a mobile hotspot.
If the code appears while using the hotspot, this further confirms that the issue is related to a firewall or network restriction.

Content Not Downloading on the Device

Check to see if the device is online.

You can check the device status by going to the ScreenFusion dashboard. On the Dashboard page, you can see if the device and whether it is online, or you can navigate to the Screens page to view the device status.

If the screen is online but the content has not downloaded, you can check the progress of the download by going to the Screens page and clicking on ‘Online’, a pop up will appear that shows the progress of a download, and information of that download e.g. the date of download and media assists of the download.

Depending on the size of the file and the internet speed, downloads may take a few seconds to several minutes.

If there is no download activity or progress, this indicates that a firewall on your network is blocking the content download. If there is not processing, there is a firewall on your network blocking the download.

Please reach out to your IT team and ask them to allow full network access.

If firewall details are needed please reach out to support@interactivedisplays.ie for this information.

If your device is offline, this means there is no server connection reaching the device.

This could mean the device is turned off. If so, please turn it on.

If the screen is powered on, content will continue to play, but it will not update or download new content while the device is offline.

Please stop the ScreenFusion app, access the device settings (Please see Access Device Settings), and check the network connection or reconnect the screen to the internet.

If the device indicates it is connected to the internet but still appears offline in the ScreenFusion dashboards, this means a firewall is blocking communication with the ScreenFusion servers.

Please reach out to your IT team and ask them to allow full network access.

If firewall details are needed please reach out to support@interactivedisplays.ie for this information.

Please ensure that the Media Source you want to display on the device is set correctly. After selecting or updating the Media Source on the dashboard, you must click Publish.

Content will not download to the screen until Publish has been clicked.

Screen is Offline

If your device is offline, this means there is no server connection reaching the device.

This could mean the device is turned off. If so, please turn it on.

If the screen is powered on, content will continue to play, but it will not update or download new content while the device is offline.

Please stop the ScreenFusion app, access the device settings (Please see Access Device Settings), and check the network connection or reconnect the screen to the internet.

If the device indicates it is connected to the internet but still appears offline in the ScreenFusion dashboards, this means a firewall is blocking communication with the ScreenFusion servers.

Please reach out to your IT team and ask them to allow full network access.

If firewall details are needed please reach out to support@interactivedisplays.ie for this information.

If your network is down, this will also affect the internet connection to your screen. The connection will return once your network is back online. In the interim, you can connect the device to a mobile hotspot. Please stop the ScreenFusion app, access the device settings (see Access Device Settings), and connect to your hotspot.

A loss of internet connection could also occur if the device itself drops the connection. In this case, performing a hard reboot (turning off the device and disconnecting/reconnecting via AC power) should resolve the issue.

If there are too many devices on your network, other devices may compete for IP connections, causing the screen to lose its connection. Please ensure your network has sufficient capacity for all connected devices.