HypeboardWhen something is wrong
The handful of things that actually go wrong, what each one means, and what fixes it.
Signing in
The code email has not arrived
Check the junk folder first. Then check the address for a typo: for safety, a sign-in request for an address that has no account here looks exactly like one that worked, so a mistyped address is silent rather than an error.
Only the most recent code works, so if you asked twice, use the newer email. Ask more than three times in ten minutes and it stops sending for a while — wait, then try once.
It says the code is wrong and I am sure it is not
After five wrong tries a code stops working entirely. Ask for a new one and use the newest email.
It will not accept our organization
The console asks for your organization’s short name — one word, lower case, the one in your links — not its full name. An organization admin will know it.
Someone is signed out every time they open the console
The console signs everyone out after twelve hours, and covers the screen after five minutes of no activity. That is for the shared computer with unapproved photos on it. The member app does not do either.
Photos
A photo was approved but is not on the screen
Give it a minute — a screen checks for new content about once a minute. If it is still missing, the likeliest cause is that it was approved to a board that screen is not showing: check the photo in Approved photos, and check the screen’s board on Displays.
A board also only carries so many photos at once — 500 by default, newest first. Older ones stay in Approved photos and simply stop appearing.
Somebody could not send a photo
Three things refuse a photo, and they say which: a file that is not a photo (video is not accepted anywhere), a file over 50MB, or more than ten in one go.
If a batch fails, none of it is sent — you will not find half of it in the queue. The message names the file that caused it.
Someone says they never heard back about a photo
They will not have, if they have an account: nothing is emailed when a photo is approved or turned down. Activity in their app is where it says which, along with any reason a moderator typed.
People who send from a QR page that confirmed their email address do get an email — and for a rejection, only when a moderator typed a reason.
Screens
A screen is showing a setup code again
It has no setup, which happens if it was revoked, or if it is a screen nobody has claimed yet. Claim it: Displays → Set up a screen, and type the code off the television. This is the normal way back — nothing is broken.
A screen says it is connected but waiting for a board
It has no board. Pick one for it on Displays; it starts playing within a minute.
A screen says it cannot reach Hypeboard
It is a network problem at that screen, nine times out of ten. It keeps trying by itself and recovers on its own as soon as it is back online — nobody needs to go and restart it.
It keeps playing the photos it already has while it is offline. After two weeks of that it stops and shows a message instead, so an unplugged screen in a back room does not sit there showing last spring.
A screen says a board is missing
Its board was deleted or archived. Give it another one on Displays and it repoints itself.
Text is cut off at the edge of the television
Add ?overscan=5 to the screen’s address, and raise
the number if it is still cropped. See
Setting up a screen.
Still stuck
Write to support@snailengineering.com, and say which screen or which photo.