Device Issues #
Q: My TV shows “No data source assigned” at the bottom #
A: The active layout on that device does not have a data source linked. Open Layouts, edit the layout, deselect all widgets, assign the data source at the layout level, save, and test again.
Q: The TV is stuck on the claim screen #
A: The TV is waiting for approval. The TV generates and shows the claim code. Open Devices in the admin portal, enter that claim code in the claim flow, and approve the device.
Q: My TV is showing the claim screen again after it was already working #
A: This usually means the device needs to be reclaimed or its old token is no longer valid. Use Reclaim if this is the same TV and the same app install. Use Delete only if the app was reinstalled, local storage was cleared, or the old device identity is gone.
Q: My TV shows stale data #
A: Check these first:
- the data source endpoint or ingest gateway may be down
- the refresh interval may be too long
- the TV may have lost connectivity
- the payload may no longer match the current layout or widget labels
Q: The TV is online but not showing the content I expected #
A: Check:
- the device has a playlist assignment
- the playlist contains the layout you expect
- the layout is still available and not deleted
- no fullscreen campaign or fullscreen event is currently interrupting playback
Q: The TV is offline or not showing any content #
A: Check:
- the TV is powered on and connected to the network
- the Devices page for its current connection and data status
- whether the app was reinstalled or reset
If the app was reinstalled, delete the old device row and claim it again as a fresh device.
Q: Should I use Reclaim or Delete? #
A:
- Reclaim = same physical TV, same app install, token or ownership issue
- Delete = reinstalled app, cleared local storage, replaced TV, or orphaned old device row
Q: What do the connection status colors mean? #
| Status | Meaning |
|---|---|
| Online | TV connected and heartbeating normally |
| Stale | TV has not reported recently |
| Offline | TV disconnected for an extended period |
| Data Error | TV is online but cannot fetch or apply its data correctly |
Widget and Layout Issues #
Q: My widget shows no data or is blank #
A: Check:
- the widget label matches the runtime payload key
- the layout has a data source assigned
- the incoming payload matches the widget contract
- device preview to compare the expected runtime output
Q: My widget data looks wrong #
A: Compare the payload shape with the Widget Reference Guide. Many widget issues come from label mismatches or wrong JSON structure, not from the widget itself.
Q: Can I change a widget’s label after adding it? #
A: Yes. Select the widget, open the inspector, and edit the Label field. If the widget is data-driven, the incoming payload must use the same label.
Q: Two widgets have the same label. Is that okay? #
A: No. Keep widget labels unique inside the same layout unless you intentionally want them to read from the same payload key and fully understand the effect.
Q: My layout looks different on the TV than in the editor #
A: Use Preview from the Devices page. That preview is the closest representation of the actual runtime output.
Q: Why does my layout have less usable space than 1920 x 1080? #
A: Top and bottom chrome reduce the usable widget area. The layout is still designed for a 16:9 landscape screen, but reserved bars take part of that space.
Q: How many widgets can I have per layout? #
A: The limit depends on your current quota or plan configuration.
Data Source Issues #
Q: My REST API data source returns an error #
A: Check:
- the endpoint works outside Twinnoverse
- the URL and HTTP method are correct
- required headers are present
- the response shape matches what the layout widgets expect
Q: My WebSocket connection keeps dropping #
A: Check that the WebSocket server supports stable long-lived connections, accepts the expected subscribe message, and sends the payload in the shape Twinnoverse expects.
Q: How do I connect a local machine, PLC, or gateway to Twinnoverse? #
A: Use Ingest:
- create an Ingest data source
- copy the ingest endpoint and token
- push snapshots from the local system to Twinnoverse
- let the TV read the cloud-side stored snapshot
Q: My data source was deleted. What happens to my layouts? #
A: The layout will no longer resolve data correctly. Reassign a valid data source in the Layout Editor.
Q: How often does the TV fetch data? #
A: It depends on the refresh interval configured on the data source, or on the WebSocket/ingest behavior for that source type.
Q: When should I use Manual instead of REST, WebSocket, or Ingest? #
A: Use Manual when people enter values directly or when the integration is not ready yet. Then follow Build a Manual KPI Dashboard.
Q: Can one layout have multiple data sources? #
A: No. One layout uses one data source at a time.
Playlist Issues #
Q: Do I need a playlist if I only have one layout? #
A: Usually yes. A playlist is the device’s normal playback source, even if it contains only one layout.
Q: How do I rotate between multiple layouts? #
A: Put the layouts into a playlist and assign that playlist to the device.
Q: My playlist is assigned, but the screen still does not change #
A: Check:
- the playlist contains more than one layout
- each playlist item has a duration greater than
0 - the device is actually assigned to that playlist
Campaign and Event Issues #
Q: My campaign did not run at the scheduled time #
A: Check:
- the campaign status is active
- the schedule window is correct
- the target mode and selected devices are correct
- the layout is valid
- the device had time to refresh campaign candidates
Q: What is the difference between a scheduled campaign and an event trigger? #
A: A scheduled campaign runs because a time rule matches. An event trigger runs because an event was published. See Campaigns & Scheduling and Event Triggers and Manual Event Publishing.
Q: Can fullscreen campaigns and overlays run at the same time? #
A: They can overlap logically, but fullscreen content takes visual priority over overlays.
Q: My overlay campaign is not showing #
A: Check:
- whether fullscreen campaign content is active
- whether a fullscreen event is active
- whether the device is in the campaign target audience
- whether the campaign window is still valid
Q: Can a campaign run multiple times? #
A: Yes. Use recurrence when creating the scheduled campaign.
Q: My manual event publish did nothing #
A: Check:
- the event trigger is active
- the correct trigger is selected
subject_idis filled in- a prodline is selected if the trigger uses
event_prodline - the payload values match the selected layout
Q: What is the difference between Manual KPI and Manual Event? #
A: Manual KPI saves a runtime data snapshot for a manual data source. Manual Event publishes a one-time event occurrence that uses the event delivery pipeline. They are not the same feature.
Account and Access Issues #
Q: I can’t log in #
A: Check:
- your email and password
- whether sign-up completed successfully
- whether you are using the correct Twinnoverse portal or environment
If the problem continues, contact the person managing your Twinnoverse rollout or support contact.
Q: I signed in but do not see the organization I expected #
A: In the current product flow, a new user creates their own organization during onboarding. If you expected access to an existing setup, confirm which portal or environment your team wants you to use.
Q: I can’t see certain pages or features #
A: Your current plan, role, or environment may limit what is visible. Confirm the expected feature set with the person managing your Twinnoverse setup.
Q: How do I change my password? #
A: Open My Profile, enter your current password and new password, then save.
General Questions #
Q: What screen resolution should I design for? #
A: Design for a 16:9 landscape screen and validate using real device preview before rollout.
Q: Can I see what the TV is displaying without being at the TV? #
A: Yes. Use Preview from the Devices page.
Q: What happens if the TV loses internet? #
A: The TV continues showing the last available presentation state, then retries its normal refresh flow when connectivity returns.
Q: Can campaigns and events replace playlists completely? #
A: No. Treat the playlist as the baseline playback layer. Campaigns and events are temporary interruption layers on top of that baseline.
