Getting Help and Support Options | easyCMS Digital Signage

easyCMS support has two halves. Everything self-service is free: the assistant, the support guides and the FAQ cost nothing to use, with or without an account, and between them they answer almost everything people ask us. When you want a person hands-on with your own screens, that is 25€ for an expert hour, with no subscription and no commitment beyond the hour.

1. Ask the assistant: instant, free

The Ask easyCMS button in the corner of this page answers from our whole knowledge base and FAQ, and links you to the article that covers your case. Attach a photo of the screen with the paperclip and it reads the photo before it answers. No account needed.

2. Look at the evidence yourself: free

The player’s own status window and the Displays page hold most of what we would ask you for, and reading them often ends the problem there.

At the screen. Open the status window and read whether the player is registered and licensed, what it is still downloading, and the last log messages: Reading the Player Status Window.
From your desk. Displays shows when each player last checked in. If it is still checking in you need not walk to it: use the row menu and Request Screenshot, tick Screenshot in the Columns dropdown, click the thumbnail, then the i icon in its top right corner, and scroll down to Player Status.
If there is a message on screen. Match the wording in Common easyCMS Errors and What They Mean.

One distinction does most of the work. A stale last check-in means power or network at the site. A recent one means the player is alive, so the fault is in content, scheduling or licensing.

Parts of the CMS are administrator areas that stay on our side, so you will not see them on your login. If a fix needs one of those, tell us on the support request form and we will make the change.

3. Search the support guides: free

Common starting points in the support guides:

Display shows offline → Troubleshooting Offline Displays
Online but content will not change → Display is Online but Content Never Changes
Scheduled layout never appears → Scheduled Content Is Not Playing
Video black or stuttering → Videos Will Not Play or Stutter
Webpage widget blank → Webpages and Embedded HTML on a Display

The FAQ covers pricing, licences and hardware.

4. Priority support on Enterprise

Enterprise accounts include priority support for the life of the plan, as part of the annual fee. Your requests go to the front of the queue rather than through the hourly route below.

On the standard and PRO accounts, the guides above are the free route and the expert hour below is the paid one.

5. Expert Support Hour: 25€, a human on your problem

Sometimes the cause is not in any article: an unusual network, a specific device, content that behaves differently on one screen out of forty. For that we sell an hour of expert time.

Book an Expert Support Hour, 25€

You buy one hour (25€), with no subscription and no commitment beyond it.
You send us the details on the support request form, putting your receipt number in Order reference.
We investigate, up to an hour of hands-on work: reading your player’s logs, reproducing the fault, testing the same player type.
You get a written diagnosis: what is wrong, why, and what fixing it involves.

Good to know If the fix needs more than that hour, we send a fixed quote first, which you approve before we start. There is no open-ended billing.

If the cause turns out to be a fault in easyCMS, we fix it as a bug and refund the hour.

What to send us

Whichever route you take, five things do the heavy lifting:

The display name exactly as it appears in easyCMS, and how many screens are affected
The platform: Android, Windows or LG webOS, with the player version from the status window if you have it
The exact message on screen, word for word. That display is no longer available to claim. is a completely different problem from The CMS could not be reached. Please try again., so retype it rather than paraphrasing
When it last worked properly, as precisely as you can
What changed around then: new content, a network change, a player update, a new panel

The support request form asks for each of these in its own field, so it is the fastest way in. It also takes up to four photos: one of the screen, the status window or the message itself saves us a round of questions.

Emergencies

If a screen is dark in front of customers right now, buy the expert hour. On the support request form, set Urgency to Urgent, screens are dark right now. Urgent requests are started the same working day. Meanwhile, restart the player and read the status window.