We would have emailed these over to you during onboarding, so make sure to check your inbox and junk mail. If you still can’t find it, contact support@troudigital.com and we’ll send them over.

If you’ve forgotten your password, contact us directly at support@troudigital.com. We’ll be in touch ASAP to get it reset.

Change Password: Change your password from the one provided to you during onboarding. The one we provided is very simple, therefore change it to a more complex, secure password. Click ‘Settings‘ under your account, and under ‘My Profile‘ you may change your password.

Monitor Activity: Within the TrouDigital Studio, you can monitor your account activity in the ‘Account Log’. Here, you can see the people that have signed in, along with any changes they may have made.

Single-Sign-On (SSO): We do accommodate Single-Sign-On (SSO) on our platform. If this would benefit your organisation, please email info@troudigital.com.

This usually means that the screen is not connected to the internet. If you’re using ethernet, ensure the cable is connected and the internet source is switched on. If you’re using wireless, ensure the antenna is plugged in. 

Plug in a mouse and keyboard to your Media Player, and navigate to ‘Settings‘ > ‘Network‘. You may notice you are no longer connected to the internet. In this case, click on the network you’d like to connect to and re-enter the password. 

Your WiFi connection must be strong. You can test the strength in ‘Settings’ > ‘Network’, by observing the amount of bars next to your network (i.e. full bars = very strong). If you have less than two bars, you may want to invest in a WiFi extender to boost your signal, or an ethernet connection if you’re currently using wireless.

This tends to be a simple fix. It can either mean a) your Media Player/Screen is switched off, or b) your screen is on the wrong HDMI source.

Checking Media Player/Screen
Firstly, double-check you’ve switched on your screen. Once you’re sure, take a look at the Media Player. There should be a light on the Media Player to signify it’s switched on. If you can’t see the light, switch on the Media Player using the toggle switch on the side. It’s also worth checking that the power cable is plugged in correctly.

Checking HDMI
If you’re sure that both your Media Player and Screen are switched on, check if the HDMI cable is plugged into the Media Player and Screen. When you are assessing whether it’s plugged into your screen, check which port it’s plugged into (i.e. HDMI1, HDMI2 etc.). Once you know which port the HDMI is plugged into, make sure your screen is on the corresponding HDMI source (if you’re not sure which port it’s plugged into, have a flick through each HDMI source).

This is likely an issue with your firewall configuration. For your Media Player to display content from the TrouDigital Studio, it’s essential your firewall doesn’t block vital URL’s that enable this feature.

We have an article dedicated to this, which details all the URLs that need to be enabled. Read it here.

Troubleshooting touch screens is a slightly more complex process, but can still be easily done with the correct guidance. If you’re having trouble with your touch screen, follow the steps outlined here.

This usually means there is a content error. Identify the content that’s being skipped, go on to the TrouDigital Studio and open that piece of content. Following the steps below should help you diagnose and troubleshoot the issue.

Format: Firstly, make sure that the images in your content are all PNG or JPEG, and that any videos are MP4. 

Resolution: Next, make sure the content dimensions don’t exceed the resolution of your screen. For example, for a 4K screen, the content dimensions should not exceed 3840 x 2160. 

Social Media: If the skipped content is social media (i.e. Instagram), make sure you’re logged in to the social media platform on the content studio (every social media integration requires you log in once every 90 days).

This means that power saving is enabled on the screen. 

To disable power saving, head to the screen’s settings. In settings, make sure you switch off any power or eco-mode settings that have been enabled. These settings should be relatively easy to find, but if you’re struggling, they can usually be found within ‘Power’ or ‘Display’. 

If you are worried about keeping your screen on 24/7, know that any screens bought from TrouDigital are commercial-grade screens built to be on 24/7. If you have outsourced your screen, double-check with your supplier how long it can be switched on for.

Usually, this reflects an issue with the WiFi. If you’re using ethernet, ensure the cable is connected and the internet source is switched on. If you’re using wireless, ensure the antenna is plugged in. 

Plug in a Mouse and Keyboard to your Media Player, and navigate to ‘Settings‘ > ‘Network‘. You may notice you are no longer connected to the internet. In this case, click on the network you’d like to connect to and re-enter the password. 

Your WiFi connection must be strong. You can test the strength in ‘Settings’ > ‘Network’, by observing the amount of bars next to your network (i.e. full bars = very strong). If you have less than two bars, you may want to invest in a WiFi extender to boost your signal, or an ethernet connection if you’re currently using wireless. 

If the issue persists, please take a photo of the error message and send it over to support@troudigital.com. We’ll help you diagnose and troubleshot the issue.

If your Media Player is switched on, there will be a light at the front. If this light is not on, power on the Media Player using the switch toggle on the side. If you are still having issues, it’s worth trying a different power cable and plug socket.

If the problem persists across different power cables and plug sockets, contact support@troudigital.com.

This is a great question, so we wrote an entire article to help!

It’s called Maintaining Your Screens, and can be found in the Hardware section of the Knowledge Base. Click here to take a look.

Every customer can email support@troudigital.com to get in contact with support. If you have an enhanced SLA, utilise your dedicated contact number, Slack or Teams channel to get in contact.

To find out more about our enhanced SLAs, contact info@troudigital.com.