Fix a screen that shows a message instead of the room

Look up the message on your screen to find out why it isn't showing the room and how to fix it.

Plan: All plansWho can do it: Admins4 stepsVideo: 0:37

Narrated walkthrough with captions. The steps below cover the same ground with screenshots.

1
Read the message on the screen
Find the message in the list below. Each one names the cause and the fix.
2
Open the screen in Lobby
Go to Screens and click Configure on the screen. The Status & sync section shows whether it's active, when it last synced and any sync error.
Status & sync shows the last sync and lets you sync, preview or deactivate.
3
Fix the cause
Attach the screen to a room, activate it, add the room's calendar address or reconnect the calendar, depending on the message.
A screen's page: its name, type, template and colour mode.
4
Sync and check
Click Sync now, then Preview screen → to see what the screen will show. The device picks it up on its next refresh.
Status & sync shows the last sync and lets you sync, preview or deactivate.

Tips

If Wi-Fi drops, an e-ink screen keeps its last picture and catches up when it's back online.
Under Room settings, Screen wording, you can change the 'Setup required' and 'Upgrade required' titles and the upgrade message, so your screens may say something slightly different.

Upgrade required: 'Free plan is limited to 3 active devices.'

You have more active screens than your plan allows. Deactivate a screen you don't need, or upgrade.

Setup required: 'This screen isn't added to a room yet.'

Open the screen in Lobby and attach it to a room, or set it to Overview grid and attach a board.

Setup required: 'This screen is attached to its room but deactivated.'

Open the screen in Lobby and click Activate.

Setup required: 'Configure this device in your Lobby dashboard to set a room calendar.'

The room has no calendar address. Open the room, go to its Settings tab and add the address.

Setup required: 'Add rooms to this board' or 'Select rooms to display'.

The board has no rooms, or the overview screen has no board. Add rooms to the board, or attach the screen to a board.

'Calendar not connected. Visit your Lobby dashboard to reconnect.'

Your organisation's calendar connection is missing. An admin should connect it again in Settings.

'Syncing room schedule… Check back in a moment.'

Lobby hasn't finished the first sync yet. Wait up to 5 minutes, or click Sync now on the screen's page.

'This overview is temporarily served from backup. It will refresh shortly.'

Nothing to do. The board is being shown from a backup copy and will update by itself.

A low-battery notice with a percentage.

Battery alerts have taken over the screen. Charge the device or replace its battery. The notice clears by itself.

Your off-hours message.

The self-hosted screen is outside its active hours. It wakes again when the window opens.

A self-hosted screen shows Setup required with a Screen ID and claim code.

The screen isn't claimed, or was deleted. Claim it again from Screens, Add a screen, Self-hosted screen.

Setup required: 'This account has been suspended. Please contact support.'

Contact support@usethelobby.com.

Open Support at the bottom of the dashboard sidebar and send us a ticket. We reply by email, in the same thread.

Write to support@usethelobby.com and include your organisation's domain.