Getting help
If something isn’t working, or you’d like us to set something up, email us at hello@casty.co.uk. This page lists what to put in your email so we can help without lots of back and forth.
What to include
Section titled “What to include”- Your venue, and the screen’s name exactly as it appears in Displays. If it’s easier, the number in the ID column works too.
- What you expected to see, and what you see instead.
- When it started, if you know. The Last Accessed time on the Displays page helps for a screen that has gone offline.
- The names of any layouts, playlists or events involved.
- A screenshot. See below for how to get one from the screen itself.
- Anything that changed around the same time, such as a new router, building work or a layout you edited.
Send it from the email address we have for you, so we know it’s you.
Get a screenshot of the screen
Section titled “Get a screenshot of the screen”A screenshot from the player shows us exactly what the screen is playing.
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Click Displays in the menu on the left, then Displays.
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Click the three dots at the end of the screen’s row and click Request Screenshot, then Request Screenshot again in the window that opens.
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After a moment, click Refresh above the list. Click the picture in the Thumbnail column to see it full size.
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Take a screenshot of that on your computer and attach it to your email. A photo of the screen from your phone works too, and shows us anything the player can’t, such as a “no signal” message from the TV.
For a screen that’s offline, the player can’t send a new screenshot. Send a phone photo instead.
Things to email us about
Section titled “Things to email us about”Some jobs can only be done by us. Email us for any of these:
- connecting a new screen or player to your account (see Connect a screen)
- adding someone to your account or changing what they can do (see Add people to your account)
- a forgotten password, or a lost phone if you use two-factor authentication (see Keep your account secure)
- player settings, such as a screen that’s the wrong way round or commands like reboot (see Change a screen’s settings)