Content
If you followed the mentioned steps and still face the same issue, feel free to contact us under Contact
Not refreshing / showing old information
Our displays are refreshing the information's shown according to the polling interval set in the portal (15min, 30min, 1h, 2h). As example if you have 1h (recommended) and you create a new meeting in your calendar, it will take a maximum of 1h till it will be shown on the display.
Should you notice that the refresh isn’t working as it should, you can try the following steps.
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:
Agenda of room is not available
This error is due to a connection problem between the ROOMZ server and your booking system. Please check the error message in the portal under “booking system” and follow the guide Bookingsystem
Pixel / Bars
If your display shows pixel or bars its possible that its just a software or battery issue. Please try the steps under https://roomzio.atlassian.net/wiki/spaces/SUP/pages/611188763/Display#Not-refreshing-%2F-showing-old-information
Glass / E-Ink broken
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 offer an exchange.
If you are interested, please Request a RMA
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.
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.
