Skip to main content

Troubleshooting

Find solutions to common FamilyCast problems. If you can't find your issue here, contact [email protected].

Quick Help​

Common Issues​

The most frequently encountered problems and their solutions.

Topics Covered:

  • Account and login issues
  • Display registration problems
  • Calendar not showing events
  • Photos not appearing
  • Messages not delivering
  • Integration connection failures
  • Performance problems
  • Subscription and billing

Start Here: If you're not sure where your problem fits, start with Common Issues.

Display Problems​

Everything related to display devices including registration, connectivity, and content display.

Topics Covered:

  • Display won't register
  • Display shows "Offline"
  • Display not updating
  • Content doesn't fit screen
  • Hardware issues (overheating, screen dark)
  • Layout and formatting problems
  • Performance and lag
  • Browser crashes

Use This Guide: For problems specific to display devices, screens, or hardware.

Integration Problems​

Calendar and photo integration issues including sync problems and connection failures.

Topics Covered:

  • Can't connect Google Calendar/Photos
  • Events/photos not syncing
  • Duplicate events or photos
  • Time zone issues
  • Permission errors
  • Sync taking too long
  • Integration keeps disconnecting

Use This Guide: For problems with Google Calendar, Google Photos, or Cozi integrations.

Most Common Problems​

Display Issues​

Display Won't Register:

  1. Generate new registration code
  2. Use display.familycast.app (not app.familycast.app)
  3. Copy/paste code carefully
  4. Check internet connection on display

Display Shows "Offline":

  1. Check WiFi connection on display
  2. Ensure browser still open
  3. Wake display if asleep
  4. Refresh browser on display

Display Not Updating:

  1. Wait 5 minutes (auto-update interval)
  2. Refresh browser on display
  3. Verify changes saved in dashboard
  4. Check display is online

→ Full Display Troubleshooting

Calendar Issues​

Events Not Showing:

  1. Verify calendar connected (green "Connected" status)
  2. Check events exist in source (Google Calendar, Cozi)
  3. Ensure calendar selected in display settings
  4. Force sync: Integrations → Calendar → Sync Now

Wrong Time for Events:

  1. Update FamilyCast time zone: Account → Settings → Time Zone
  2. Update Google Calendar time zone
  3. Force re-sync

Can't Edit Events:

  • Cozi calendars are read-only (edit in Cozi app)
  • Google Calendar should be editable (check permissions)
  • Verify account role (Teens/Children limited)

→ Full Integration Troubleshooting

Photo Issues​

Photos Not Showing:

  1. Verify Google Photos connected
  2. Check albums selected to sync
  3. Ensure albums have photos (not empty)
  4. Assign album to display
  5. Wait for initial sync (5-10 minutes)

New Photos Not Appearing:

  1. Verify photos added to synced album (not just library)
  2. Force sync: Integrations → Google Photos → Sync Now
  3. Wait up to 6 hours for automatic sync

Photos Loading Slowly:

  1. Lower photo quality: Displays → Photo Settings → Quality: Medium
  2. Use smaller albums (50-100 photos)
  3. Check internet speed (need 5+ Mbps)
  4. Move display closer to WiFi router

→ Full Integration Troubleshooting

Getting Help​

Self-Service Resources​

Before Contacting Support:

  1. Search troubleshooting guides above
  2. Check Common Issues first
  3. Try suggested solutions
  4. Note what you tried

When to Contact Support​

Contact [email protected] for:

  • ✅ Can't solve problem with guides above
  • ✅ Account access issues
  • ✅ Billing problems
  • ✅ Bug reports
  • ✅ Feature requests
  • ✅ Privacy questions

What to Include in Support Email​

For Faster Resolution:

  • Account email address
  • Description of problem (be specific)
  • Steps to reproduce (what causes the issue)
  • Screenshots (if visual problem)
  • Browser and device info (Chrome on Windows, Safari on iPad, etc.)
  • Error messages (exact text if any)
  • Steps already tried (from troubleshooting guides)

Response Time​

Support Hours:

  • Email support available 24/7
  • Typical response: 24-48 hours
  • Urgent issues prioritized
  • Billing issues resolved quickly

Additional Resources​

Feature Documentation​

Learn How Features Work:

Integration Guides​

Setup and Configuration:

Getting Started​

New User Guides:

Family Management​

User and Safety:

Can't Find Your Issue?​

Search Tips:

  • Use browser Find (Ctrl/Cmd+F) to search this page
  • Check multiple troubleshooting guides (problem may fit multiple categories)
  • Look in feature documentation for feature-specific help

Still Stuck? Email [email protected] with:

  • What you're trying to do
  • What's not working
  • What you've tried
  • Screenshots if helpful

We're here to help!

Start Troubleshooting: → Common Issues