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Troubleshooting ​

This guide covers common issues you may encounter with Tapboard and how to resolve them.

Device Issues ​

IssuePossible CausesSolutions
Device shows "Offline"
  1. Device is powered off or in sleep mode
  2. Lost internet connection
  3. Wi-Fi network issues
  1. Check that the device is powered on and displaying the Tapboard app
  2. Verify Wi-Fi connection (Fire TV Settings > Network)
  3. Restart the device by unplugging for 10 seconds
  4. Check internet on other devices at the same location
Device shows "Offline (Expected)"
  1. Device is outside configured business hours
  1. This is normal. The device will reconnect when business hours begin. No action needed.
Device shows "Never Seen"
  1. Device was paired but has never communicated with Tapboard
  1. Ensure the device is powered on
  2. Ensure the Tapboard app is installed and running
  3. Check the internet connection
  4. Try revoking the device and re-pairing it
Pairing code not working
  1. Code expired (codes last 5 minutes)
  2. Code already used
  3. Code entered incorrectly
  1. Enter the code exactly as shown on the TV
  2. If expired, the Fire TV app will display a new one automatically
  3. Verify you're on the Devices > Pair Device page
Device showing old content
  1. Screen was not published after changes
  2. Publish failed
  3. Device hasn't synced yet
  1. Go to Screens, open the screen, and click Publish
  2. Check publish history for failures
  3. Wait a few moments for sync
  4. Restart the Tapboard app on the Fire TV device
IssuePossible CausesSolutions
Menu items not appearing on screen
  1. Item is set to Inactive
  2. Item's category is not on the menu board
  3. Menu board is in Draft status
  4. Screen not published
  1. Verify the item's status is Active in Menu Items
  2. Edit the menu board and confirm the category is included
  3. Confirm the board status is Active
  4. Publish the screen
POS items not syncing
  1. Square locations not mapped to Tapboard locations
  2. Square OAuth token expired
  3. Sync error
  1. Check the connection status in Integrations
  2. Complete location mapping if needed
  3. Click Force Sync
  4. Try disconnecting and reconnecting Square
Categories or items show as "Read-Only"
  1. Content was synced from a POS system
  1. POS-synced content is managed by your POS and cannot be edited in Tapboard
  2. Make changes in your POS (e.g., Square Dashboard) and then sync

Screen Issues ​

IssuePossible CausesSolutions
Cannot publish screen
  1. No pages configured
  2. No device paired
  3. Referenced content is missing or invalid
  1. Add at least one page with a menu board or ad playlist
  2. Pair at least one device to the screen
  3. Verify assigned menu boards are in Active status
Cannot archive a menu board
  1. Board is currently assigned to one or more screens
  1. Remove the board from all screens first, then archive it

Billing Issues ​

IssuePossible CausesSolutions
Cannot access billing page
  1. You are not the account Owner
  1. Only the account Owner can access billing
  2. Ask the account owner or contact support
Resource limit reached
  1. Current plan limit exceeded (e.g., "Maximum screens reached")
  1. Go to Billing to see your current usage vs. limits
  2. Upgrade to a plan with higher limits
  3. Alternatively, delete unused resources to free up space

Integration Issues ​

IssuePossible CausesSolutions
Square connection failed
  1. Authentication error
  2. Wrong Square account
  3. Plan does not support integration
  1. Retry from Integrations > Connect Square
  2. Confirm you're logged into the correct Square account
  3. Ensure your plan supports POS integration (Pro or higher)
  4. Clear browser cache and try again
Square sync shows errors
  1. Locations not mapped
  2. Sync failure
  1. Verify Square locations are mapped to Tapboard locations
  2. Click Force Sync to retry
  3. Try disconnecting and reconnecting Square
  4. Contact support if the issue continues

Account Issues ​

IssuePossible CausesSolutions
Forgot password
  1. N/A
  1. Go to the login page and click Forgot Password?
  2. Enter your email address
  3. Check your email for a password reset link
  4. Click the link and set a new password
Cannot log in
  1. Incorrect credentials
  2. Wrong URL
  3. Cached session
  1. Double-check your email and password
  2. Use Forgot Password to reset
  3. Make sure you're visiting tapboard.app
  4. Clear browser cache and cookies, then try again

| Canva connection failed |

  1. Authentication error
  2. Plan does not support Canva
|
  1. Retry from Integrations > Connect Canva
  2. Confirm you're logged into the correct Canva account
  3. Ensure your plan supports Canva integration (Pro or higher)
  4. Clear browser cache and try again
| | Canva import stuck |
  1. Export taking too long
  2. Network issue
|
  1. Wait up to 60 seconds for the export to complete
  2. If it times out, try importing again
  3. Check your internet connection
  4. Try disconnecting and reconnecting Canva in Integrations
|

Still Need Help? ​

If your issue is not listed here or the suggested solutions don't work, contact us at support@tapboard.app with:

  • A description of the issue.
  • Screenshots if applicable.
  • Your organization name and email address.

We'll get back to you as quickly as possible.

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