Troubleshooting
Below are a series of FAQ to help you quickly answer common questions. Should your question not appear here please contact technical support for further help.
FAQs
How do I update my screen?
Once you have mounted your screen and it is connected to your network either via a LAN cable or via Wi-Fi you can use the Getting Started section. This instructs you on how to update your landscape screen with two images on a plain pre-developed template and send content from your PC to your screen wherever it is located.
What is the best web browser to use for TOPAZCMS.com?
TOPAZCMS is optimized to work with a wide variety of browsers [as detailed below] but the advantage of the cloud based network is that, as well as managing and updating your content from a desktop computer, you can also log in to review your system from any of your mobile devices such as your tablet, IPAD or Cell Phone [Note screen layout may appear different to when used on a PC].
Mozilla Firefox
There should be no problems with using the latest version of Mozilla Firefox.
Google Chrome
There should be no problems with using the latest version of Google Chrome.
Internet Explorer
You can also use Internet Explorer which if you have downloaded, or updated, recently will be Internet Explorer 10. To check which version of Internet Explorer you are running click the “Cog” icon to access the “Tools” dropdown menu (or hold Alt + X). Then click “About Internet Explorer”. If you are using Internet Explorer 9 you can proceed to Login to the system and everything should function normally. If you are using Internet Explorer 10 then please CLICK HERE to find out how to turn on Compatibility Mode.
How do I create my own layout for content?
We include two pre-defined templates in our CMS – Horizontal [Landscape] & Vertical [Portrait] these display full screen video and/or images BUT we also include the option for you to create your own templates to include features such as combining images, videos and scrolling text (RSS or plain text) into one layout. To see how to do this, please click here.
How do I rename my screen?
Being able to rename your screen can be particularly useful as your network is growing to ensure you can quickly identify which screen you are sending media to, find out how to do it here.
I need technical support, who do I contact?
If you require any support regarding your TOPAZ Product, please do not hesitate to contact our dedicated support team:
Telephone Support
1-866-530-0616
8:00am to 4:00pm (MST)
Monday – Friday (except Canada/Alberta holidays)
Email Support
help@topazdigital.com
8:00am to 4:00pm (MST)
Monday – Friday (except Canada/Alberta holidays)
My screen has a pixel that is stuck, what do I do?
Please read our Defective Pixel Policy here
Why is my screen displaying "Error (Screen Mode Unmatch)"?
If you have published a playlist and your screen is now displaying “Playlist: Error (Screen Mode Unmatch)” it is because you have sent a playlist containing a template that is in the wrong orientation i.e. Your trying to play a portrait template on a landscape screen!
This can be easily solved by first checking the orientation of your screen. If your blue “Home” screen is displaying in Landscape orientation it is in Horizontal mode, if it is displaying in Portrait orientation your screen has been set to Vertical mode. If it is displaying in the incorrect orientation you can change it from the Main Menu.
When I save my playlist, I see the message: "Being processed. Please publish later!" - how long do I have to wait?
When you save your playlist, the CMS will process all the content you have added and prepare it so that it is ready to be securely published to your screen(s). The amount of time that you will have to wait for this to be ready to publish will depend on what type of content you have added to your playlist and their file sizes.
For example, a single jpg will be ready to publish almost immediately after saving (approximately 1-5 seconds), where as a two minute video make take around 20-40 seconds). If you have a playlist featuring many videos of a large file size, this could take up to 15 minutes to process and be ready to publish.
If the playlist is not ready to publish after 15 minutes, please try saving the playlist again.