Resolve common Screen Collection problems

I cannot create or use a collection

• Check the owning workspace and its current Screen Collection entitlement.
• Check how many collections are already counted against the allowance.
• For paid Event Pass access, confirm activation and expiry.
• For trial access, check the known trial end.
• If an existing collection is saved but unusable after expiry, restore qualifying access; expiry does not itself delete its data.

Web Viewer will not open

Open the collection’s Web viewer option and read the message beside Open web viewer. Check entitlement and whether another playback target is already connected.

Use the collection launch button for the browser viewer. A generic Viewer pairing code belongs to the physical-display flow.

The physical screen is offline or will not pair

• Keep Viewer open on the intended display and check its internet connection.
• Use its current pairing code.
• Check that the saved screen assignment is the one you intended.
• Review connection status and Last seen; selection alone does not prove connection.
• Disconnect the current viewer before switching playback targets.

New content is not showing

• Check that uploads and processing finished successfully.
• Check What to show: a Playlist or Layout source does not automatically switch when Content is edited.
• For direct media, confirm the intended items are in the collection’s pool.
• For a layout, check the published version and its areas.
• Check playback state, default-image or black-screen status, and the actual connected target.

The screen changed unexpectedly

Check Scheduled next and the Schedule calendar. A saved schedule can assign a playlist or change playback state.

Also check whether someone used Replace in the push-content flow. Replace changes the current source rather than only preparing library content.

A collaborator cannot edit or select media

Check their invitation status and collection role. Read-only access does not permit edits, and a pending invitation needs acceptance.

Collection sharing does not grant organization-wide Media Library, billing, or device administration access. Ask a workspace administrator to perform actions requiring those permissions.

Removing content or deleting a collection

Removing a media item from Content only removes its collection relationship; it leaves the Media Library asset and independent Playlist or Layout references intact.

Delete collection is a permanent operation with broader consequences. Read its confirmation and save anything you need first. Use playback or device controls when you only want to stop showing content or disconnect a display.

Get help with your setup

Contact Happic with the collection name, screen name, the message shown in the panel, and when the issue occurred. Mention whether you are using Web Viewer, a physical display, media, a playlist, or a layout.