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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. Watch the per-screen publishing banner to see exactly which devices have synced and which are still pending
  5. Restart the Tapboard app on the Fire TV device
"N display(s) need update" badge in dashboard header
  1. One or more devices are running an older version of the Fire TV app
  1. Updates install automatically through the Amazon Appstore (usually within 24 hours)
  2. To force an update sooner, follow the manual update steps in App Updates
  3. Confirm Amazon Appstore auto-update is enabled on the device
Device pending in publishing banner
  1. Device is online but has not yet polled for the new manifest
  2. Device's app may be unresponsive
  1. Wait a few seconds — devices typically sync within 10–30 seconds
  2. If it stays pending for more than a couple of minutes, restart the Tapboard app on the Fire TV
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
A local category or item shows as "Read-Only"
  1. A POS connection is active, so the POS catalog is now the source of truth
  1. Native (local) content becomes read-only once Square is connected — use the POS-synced equivalents instead, or recreate the entry in Square
  2. POS-synced items can be renamed and have their price, description, status, Featured flag, and ABV/IBU/Style overridden in Tapboard (changes persist across syncs); only an item's category and each variation's title and price stay POS-managed

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
Duplicate ABV / IBU / Beer Style fields appear in Square Dashboard
  1. An older Tapboard build or a different app created the original definitions
  2. Square scopes custom attributes per app, so Tapboard cannot read or edit definitions it does not own
  1. The custom attributes Tapboard reads are the ones it creates on connect, named ABV, IBU, and Beer Style and owned by Tapboard
  2. Open Square Dashboard, edit any item, find the Custom Attributes section, identify the older duplicates, and delete them
  3. Re-run Force Sync in Tapboard after cleanup
ABV / IBU / Beer Style entered in Square Dashboard not appearing on the menu
  1. Values entered in a non-Tapboard ABV/IBU custom attribute
  2. You opted out of Tapboard-managed custom attributes at connect time
  1. Confirm the values are entered in the ABV, IBU, and Beer Style custom attributes owned by Tapboard (not older duplicates)
  2. If you opted out, ABV/IBU/Style must be entered manually in Tapboard instead, or you can disconnect and reconnect Square without checking the skip box
  3. Run Force Sync after correcting the values

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
  4. Organization is suspended
  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
  5. If your organization has been suspended (e.g., due to a billing issue), login, API access, and publishing are all blocked. Contact support@tapboard.app to restore access
Cannot publish a screen unexpectedly
  1. Organization is suspended
  2. Screen has no pages
  3. No device paired
  1. Confirm your organization is active in Billing
  2. Add at least one page to the screen
  3. Pair at least one device to the screen

| 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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