Troubleshooting Dashboard Connections

Dashboard Connections are powerful in displaying key metrics and status for your teams. However, setting up and maintaining these connections may involve various steps. This article guides you through common issues that may arise with Dashboard Connections and provide step-by-step troubleshooting guidance to help you restore functionality and ensure your dashboards are displaying accurate, up-to-date information.

My Dashboard is Stuck on the Authentication Screen

1. Change the content on the display to something else, then switch back to the dashboard.

2. Check your dashboard credentials for any changes or lockouts.

3. If there are multiple dashboards in a Playlist or Program, test each dashboard on the display to see if one or more dashboards are failing to load.

4. Turn off the Conceal Login option from the Settings Menu (the button marked with a gear icon) for your dashboard, and monitor the log in process. If your credentials do not populate into the login fields, record a video of this behavior and open ticket with support.

My Dashboard is not Loading

1. Log in to Skykit Beam and confirm the display is “Online”.

2. Power cycle the Skykit Player connected to your display by unplugging its power cord, then plugging it back in.

3. Test another Web View or Dashboard content type, or both types on the display to ensure it publishes content properly.

4. If you're using multiple dashboard providers, test a different provider to see if there are issues loading dashboards from another provider.

5. Test a single piece of content such as an image or PDF to confirm there are no issue playing other types of content. Then switch back to the dashboard and monitor the login/authentication process.

6. If the log in process completes but the dashboard fails to load, check with the dashboard provider for any recent changes. Open a ticket with the provider if necessary.
   

   Dashboards that Fail to Load after Log In

   If your dashboard completes the log in process, but fails to load the dashboard screen, this may be an indication there is an issue on the dashboard or issues on the dashboard provider's side. Testing the dashboard on a desktop browser in incognito mode with the same URL and credentials used in Skykit Beam is a good troubleshooting step. Testing with other credentials may vary in results.  Additionally, contacting the internal administrator who creates and manages the dashboard is another helpful troubleshooting step.

7. If an error appears on the screen, it could indicate that the device cannot reach the dashboard or an issue with the dashboard itself. These errors messages can vary depending on the underlying issue. Check with the dashboard provider and open a ticket with them if needed.

Contacting Skykit Support

Tips for Opening a Support Ticket for Dashboards

When opening a support ticket, please provide detailed troubleshooting steps and results to expedite the resolution process. Missing information may require the support team to request clarification or ask you to repeat troubleshooting steps, which can delay resolution. Including relevant images or videos can also greatly aid in troubleshooting. If the support ticket pertains to a dashboard issue, specify whether the dashboard is accessible outside your company's environment or network.

If you’ve gone through the recommended troubleshooting steps and are still unable to get your dashboard working, please contact our support team with the following essential information so we can better assist you:

• Tenant name

  • Found in the Profile Menu by clicking on the circular profile image at the top right corner of Beam.

• Serial Number of your Display(s)

  • Labeled as “Serial Number” on the Display list or detail pages in Skykit Beam for the respective display(s).

  • If the issue is happening to all displays, please still include a few or all serial numbers when opening a ticket.

• Name and ID of the content having issues

  • The content ID can be found by opening the detail page for the respective content item in Beam underneath the content name.

• Contact Name, email and phone number, if it differs from the personnel that is opening the support ticket.

• Images or video of what you are seeing on the player

Once you’ve gathered this information, please include it when contacting our Support Team at support@skykit.com.