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Technical Support

Got an issue with our software or just need help setting up? Our Technical Support staff and community members will help you

11 Topics 39 Posts
  • Skip some slides on a screen

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    SiimS

    Great! Happy to help!

  • Portrait mode switching back

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    MelnikovM

    @higov Great!

  • 1 playlist on different screen resolutions

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    MelnikovM

    Hi,
    Yes, you can run the same playlist on both screens, but keep in mind that the aspect ratios of your screens (16:9 for the 4K screen and 9:16 for the portrait screen) are different.

    On the 16:9 screen, the content will fit naturally, filling the entire screen without issues.
    On the 9:16 portrait screen, content with a 16:9 aspect ratio (like videos) will appear in its correct proportions but won’t fill the entire screen. Instead, you’ll see black bars above/below the video, as shown in the illustration.
    If your goal is to display the same playlist without adjustments, this setup will work but with these visual limitations on the portrait screen.

    image.png

    What you can do in this case is to use Playlist in Playlist functionality.
    https://playsignage.com/support/playlist-in-playlist/

    Create a playlist specifically for the 16:9 screen (Playlist 1). Create a new playlist for the portrait screen, with a 9:16 aspect ratio (Playlist 2). Inside Playlist 2, import Playlist 1 and position it in the center of the 9:16 screen, similar to the illustration (the 16:9 playlist will occupy the brown area). Use the remaining space in Playlist 2 (above and below the 16:9 content) to add additional elements, such as a weather or clock plugin. This setup allows you to effectively have one playlist (Playlist 1) shared across both screens while optimizing the layout for the portrait screen.

    You can find plugins that you could use on portrait screens unused area here:
    https://playsignage.com/plugins/

  • Updating my Raspberry PI

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    larsnormarkL

    If you have a version 2.6 or older the app can't update automatically, and you would have to;

    Remove the screen from my.playsignage.com/screens Uninstall our app on the Raspberry PI Download and install our app on the Raspberry PI (Download it here: https://playsignage.com/setup/raspberry-pi-digital-signage/#download) Add a new screen in my.playsignage.com/screens using the code displayed on the screen.

    If you have a newer version of our app it should automatically update every time we release a new build, however this doesn't mean your RPI will update the same day we release, as we have thousands of RPI's around the world so we have to use a technology called staging.

    If there is a feature you're missing and you need it now, you can reach out using our live chat and then we can force an update remote.

    I hope this helps.

  • My screens are not following the schedules I added

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    Y

    That fixed it. Thank you

  • Error when publishing a playlist

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    larsnormarkL

    I think you're trying to publish a playlist that is assigned to a group with no screens. You may need to move your screen(s) from another group or assign the playlist to another group.

  • Can't access our account

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    larsnormarkL

    I have removed the block on your account, but keep in mind our system checks every 7 days.

    Only the owner and users with the role SUPERADMIN can access the billing page, where you'll find your invoices.

    If you are neither, please reach out to the owner to be added to the team or to be upgraded to SUPERADMIN.

    More on the topic; https://playsignage.com/support/teams/#how-it-works

  • Can't use the app

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    larsnormarkL

    Sounds good. You're welcome.

  • Move screen from team A to team B

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    P

    Okay, that's simple enough.

    Thanks.

  • 4K Images & Videos

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    F

    Okay, I will do that. Again, thank you for the help. You guys rock!

  • Problem with Playlist Transitions on TV

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    MelnikovM

    Hi,

    It sounds like the issue might be related to the video quality. If the bitrate or resolution is too high, some lower-end devices may struggle to play it smoothly. You could try re-encoding the videos using a tool like HandBrake to make them more compatible.

    If you are on Mac and familiar with the terminal and Homebrew, then you can install Handbrake via terminal

    brew install --cask handbrake

    You can find a guide on this here: https://playsignage.com/support/handbrake/