Frequently Asked Questions
Here you can find a collection of frequently asked questions from our customers:
Can you provide bigger screens/LED video walls?
Yes, we can supply screens in all sizes. The largest freestanding screen is 98″, and if you need something bigger than that, we can offer LED walls. For example, we have delivered a large screen for the new Ørland Sparebank Arena.
What type of device can I use with SocialScreen?
When it comes to media players that work with SocialScreen, as long as it can either use a browser or has access to Google Play, it should work. If you’re using a device with access to a web browser, just open the URL https://socialscreen.app and connect through the software. If you’re using a device that has access to the Google Play Store, just download the SocialScreen app and connect through the software.
What happens if the internet goes away?
The control unit stores the playlist locally on the unit, so it will still display the content even if the internet disappears. Admittedly, it will not receive any updates until it gets online again.
My screen is black, what should I do?
If your screen is black, check that the device is powered and connected to the internet. Turn the display off and on. If you have an external player, turn it off and on, and check the HDMI input. If this doesn’t resolve the issue, please contact us at support, and we will assist you in getting the screen up and running again.
Can you deliver internationally?
Yes, SocialScreen is a diamond partner of Samsung and a huge distributor for LG screens. We can help you source the correct hardware from partners around the globe, making sure you get the best screens for the best price.
Which screens can you provide?
We deliver all types of screens, from small to large, for both indoor and outdoor use. These screens can be used internally within the company or externally to display content to customers. For instance, we offer pillar screens, double-sided screens, elevator screens, framed screens, and LED screens in various sizes. These options are just a few of the possibilities available; therefore, feel free to contact us, and we can tailor a solution for you!
Why is my screen black?
There may be several reasons why the screen is black. Contact us, we´ll help you.
How do I add a new user?
You can add a new user by clicking “Settings” in the menu on the left hand side. From there, select “User Administration” and enter the email address of the new user where it says “Invite User.” The user will receive an email with a login link and instructions to follow.
How do I get sound on my display?
If the screen has built-in speakers, which most screens do, you can get sound on a specific slide by going into the editing menu of the slide. Under “Settings,” choose “ON” for “Sound.”
Can we use the screens we already have?
Yes, in most cases, you can use your existing screens as long as they have a modern web browser. If this doesn’t work, we can provide a Chromebox to publish content on the screen. However, we recommend using digital signage screens that can withstand being powered on for long periods, preferably with a resolution of at least full HD (1920 x 1080). Regular Smart TVs might not always provide an optimal screen display. For instance, some models may have difficulty displaying the playlist in full screen, and they are not designed to be on for 16-24 hours, leading to a significantly shorter lifespan.
I don’t remember my password to log in. What can I do?
Click on “reset password” on the log in site. You’ll get an email to reset your password.
Why is my screen displaying old content?
This might be caused by the display or player being offline. It will continue to display the content it has until it reconnects to the internet. If you have experienced a power outage or lost internet connectivity, it’s essential to check that the device is reconnected.
Can we find you on social media?
Yes, you can! We are active on various social media channels. Feel free to follow us to get tips and inspiration! Get a glimpse of our workday on Instagram. Check out references and feedback from customers on Facebook. Get inspiration and updates on LinkedIn.
Will we receive training in how to use the system?
Once you have become a customer, and have an active account in our software, you will be offered training. This training is conducted digitally.
Do we need a wired internet connection?
No, the devices have built-in support for Wi-Fi. However, we always recommend using a wired connection as it is more stable. Still, a good wireless network can also work well. If you connect the device to a wireless network, you will need a keyboard and mouse during the setup process. One of the device’s alternatives is to use mobile internet, which you will need to arrange yourself if desired.
Do we need a wired network?
No. The control units have built-in support for WIFI. We always recommend using cable as this is always the most stable, but it also works well with a good WIFI. When connecting to a WIFI, you need to have a keyboard and mouse available at setup. The units can also use mobile internet, but the customer needs to set this up for themselves if needed. Of course reach out if any questions arise.
What happens if the internet goes down?
The device will continue to display the same playlist as before the internet interruption, but it won’t receive updates with new content added afterward. However, once the internet connection is restored, it will automatically update with the new content.
Can we test your system?
Yes, you can! We offer a free 14-day, full-feature trial. Click here to get started!
Can our systems be integrated with SocialScreen?
We have integrations with Google, Facebook/Instagram, Mailchimp, Microsoft with SharePoint, and PowerBI. The last one allows you to extract dashboards and reports. Whether a specific system can be integrated into our screen solution depends on the availability of good APIs to extract data. Please contact us for inquiries about specific integrations.
Can I display web pages on the screen?
You can display web pages using the slide called iFrame. The page will be loaded exactly as it is, and you won’t have the option to, for example, remove the cookie notice or log in to the page. Sometimes, you may experience that the web page doesn’t appear in the preview, and instead, you see an error message. This likely means that the website has an active blocking for third-party display called X-Frame-Options: sameorigin. This is automatically ignored if you have a box/player from us, and it can be disabled with a plugin if you run it directly in the browser. If you don’t have these options, unfortunately, only the website provider can make changes to this. Contact us if you need a box/player.
Which video formats are supported?
The following video formats can be uploaded: mp4, m4v, mkv, webm, mov, avi, wmv, mpeg, flv. Technically, we accept anything that can be uploaded within an hour, but if the video is in the wrong format or too high resolution, we will scale it down to 1080p. Smaller file sizes make the uploading process faster. Ideally, keep it below 500 MiB.
Error while playing a video using Youtube
On Youtube, owners of a channel can choose policies that apply to the specific videos. In some cases, it’s not possible to play it externally, and as a result, we can’t display it on the screen either.