Getting Help and Support Options | easyCMS Digital Signage

Everything self-service is free: the assistant, the support guides and the FAQ, with or without an account. When you want a person working on your own screens, that is 25€ for an expert hour, with no subscription.

1. Ask the assistant: free

The Ask easyCMS button in the corner answers from our guides and FAQ. Attach a photo of the screen with the paperclip and it reads it first. In Studio, Help & guides in the account menu opens these guides.

2. Look at the evidence yourself: free

In Studio, open My screens: each screen shows Online or Offline, when it was last seen and whether it Has all its content.
Tap Details. Take a new picture shows what it shows now. What happened lists offline spells, restarts and reported problems, and Technical details from the player holds its status report.
At the screen, read the player’s status window. Match any message in Common easyCMS Errors.

An old last check-in means power or network; a recent one means look at content, scheduling or licensing.

In the advanced editor, the Displays page has Request Screenshot in each row menu. Tick Screenshot in Columns, click the thumbnail, then the i icon, and scroll to Player Status.

Some parts of the CMS are administrator areas that stay on our side. If a fix needs one, tell us on the support request form and we will make the change.

3. Search the support guides: free

Offline → Troubleshooting Offline Displays
Content will not change → Display is Online but Content Never Changes
Scheduled content never appears → Scheduled Content Is Not Playing
Video black or stuttering → Videos Will Not Play or Stutter
Web page blank → Webpages and Embedded HTML

The FAQ covers pricing, licences and hardware.

4. Priority support on Enterprise

Enterprise includes priority support for the life of the plan, in the yearly fee: your requests go to the front of the queue. On the easyCMS and PRO accounts, the guides are the free route and the expert hour the paid one.

5. Expert Support Hour: 25€

For causes no guide covers. Book an Expert Support Hour, 25€

Buy one hour (25€), with no commitment beyond it.
Send us the details on the support request form, with your receipt number in Order reference.
We investigate for up to an hour.
You get a written diagnosis: what is wrong, why, and what fixing it involves.

Good to know If the fix needs more than the hour, we send a fixed quote for you to approve first. No open-ended billing. If the cause is a fault in easyCMS, we fix it as a bug and refund the hour.

What to send us

The screen’s name exactly as easyCMS shows it, and how many screens are affected.
The player type (Android, Windows, LG webOS or Samsung Tizen), 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 different problem from The CMS could not be reached. Please try again.
When it last worked properly, and what changed around then.

The form has a field for each, and takes up to four photos.

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 its status window.