How can we help?
This article is about how you can help us discover and fix problems much faster.
If you have a problem with anything in our system make sure that everything on your side is fine.
- If you have a problem with a device check the following: make sure that it is connected to the internet and
has the latest application your server contains. You can confirm if the screen is updatable(true) or not(false) in the screen info section.
Try to unassign the content from the device, clear the cache, and reassign the content to ensure nothing is stuck on the device.
- If you have problems on our website, make sure that you use a supported browser that is up to date. Supported browsers
Try to force refresh the website (ctrl+F5).
Now if everything is fine on your side but the problem still occurs, email our support team at firstname.lastname@example.org
Please describe your problem as precisely as you can. Every little piece of information can help us detect the problem.
When you have a problem we will first ask for some default information when you contact us. If you send us this information in your first email your problem can be solved much faster.
- If you have a problem with a device, we will ask for the name of the problematic device, the name of the client, your server address/brand name to find the device.
If the device can be found on an offline server we will also ask for the application version the device has.
Download a log and send it to us.
We can also use information about the model of the device, if it is rooted or not, locked or not, connected by Ethernet or WiFi and the webview version.
It is also great if you can export out the content and send to us, or just tell us the name of the content which was assigned to the device when the problem occurred.
- If you have a problem on our website, we will ask for the name and version of the browser you use. We will also ask for the server address/brand name.