Resolve common Event Collection problems

My screen will not pair

• Keep Happic Viewer open on the intended display and check its internet connection.
• Enter the current Viewer pairing code, rather than an Event code or guest private code.
• Check that you are using the correct workspace and event.
• Check Event Screen capacity before adding another screen.
• For an offline saved screen, reopen Viewer and restore its network connection first. Use the pairing flow only when Viewer asks to pair the device.

A guest cannot join

• Check that the lobby or event is open and the collection deadline has not passed.
• Use the participant QR, event link, or Event code.
• If a private code is enabled, share the separate four-character code.
• Check for a pending guest approval request or blocked status.
• Check the configured participant limit and package capacity.

A photo is missing from the screen

• Check that the upload finished and media processing is complete.
• Review photo approval; pending content may need a host’s approval.
• If the event is in the lobby, uploads may be disabled or private.
• Confirm the event is live and the intended screen is connected and playing.
• Check that the photo belongs to the screen’s selected content.

My frame is saved but does not appear

• Check the collection’s frame assignment. Saving a library design does not assign it.
• Use Use in collection or Save & apply to collection.
• Enable automatic framing for new user photos.
• Use Apply to existing photos for photos already collected.
• Wait for processing and check the assigned frame revision.

I bought a pass but cannot open the event

Check Capacity for the purchased pass’s activation state. A pending paid pass must be explicitly activated before opening the paid event or lobby. Preparation access has more limited capabilities.

If you submitted a purchase request while checkout was unavailable, that request did not itself charge or activate a pass. Check the billing status shown in the panel.

A teammate cannot manage the event

Check the member’s email, role, and status in Event Members. An invited member may still need to accept the invitation; a suspended member cannot use active access.

Some actions also require workspace management permissions or an event that is still open. Guest participant access does not grant panel management access.

The event cannot be reopened

End event is permanent. Reaching the seven-day collection deadline also permanently ends collection. Changing the planned end or buying another pass does not reopen the event.

Check the retention notices and save media while access remains available.

Still need help?

Contact Happic with the event name, the screen name if relevant, what you expected to happen, and the message shown in the panel. Include when the issue occurred so the team can investigate.