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If you followed the mentioned steps and still face the same issue, feel free to contact us under support@roomz.io or book a short meeting Support Meeting - 15min Contact
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Not refreshing / showing old information
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Try if a manual refresh over the buttons “View” + “Refresh” works
Check the health (connectivity, battery) of the display in the portal
If your display is offline, try to reconnect it with your WiFi, 5 - Connection to the Wi-Fi
If your display shows a low battery, check if its still covered by warranty (mostly 2 years from registration date), if yes Request a RMA with ROOMZ support. If no contact your reseller to order a new battery
Connect the display with ROOMZ Tools and check the terminal for more information's ROOMZTools
If the health is all fine, please contact support@roomz.io
Wrong language
The language is a part of the setting of a building, you can change it in the details of the building under my organization, we support the following languages: English, German, French, Italian, Norwegian, Romanian, Japanese, Russian, Portugês, Polish, Swedish, Danish, Finnish, Czech, Slovak, Hungarian, Croatian, Slovenian, Serbian, Bosnian, Bulgarian and Welsh.
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Agenda of room is not available
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If your display suffered an impact and the glass or the E-Ink is broken. In Switzerland we can offer a flat price repair, for locations outside of Switzerland we can just offer an exchange.
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If you are interested, please contact support@roomz.io providing the following information's.
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ROOMZ serial number
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Problem description (+ photos)
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Customer (Pick up) address
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Customer Return address
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Customer name (first and last)
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Customer phone number and email
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Dimensions of the package (h x l x L)
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Weight of the package
Not refreshing in time, showing “Free” status instead of “Reserved”
There are two known scenarios that can cause this problem.
Our server prepares the new image for the display 5 min. before the change is supposed to happen. If there is a space between meetings and the next one is just starting after a couple of minutes it can cause the problem that the server prepares multiple pictures (Free + Reserved) and is confused which one has to send to the display. If you have multiple meetings without a space between them, everything will be fine because the server just need to prepare one image. (only Reserved new meeting info)
Meeting 1 09:45 > 10:00h
Meeting 2 10:05 > 10:30h
In very rare cases, there can be a server overload where too many displays are trying to get an image in the same second. In that case, the display should try to connect again after a couple of minutes and get the image.
Showing parts of old image / Ghosting
It’s a known issue, the cause depends on several factors such as temperature, image sequence and duration of the e-ink refresh. It shouldn’t occur often, but in some cases especially with older display generations it can happen. If you’re experiencing the problem, please ROOMZ Support to check for the latest firmware version.
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Image blurred or not complete
If your display look like one of the following images its most likely that the battery is low. Please try changing the battery for a new one.
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