Troubleshooting

Having issues with Emanate Great? This guide covers common problems and their solutions. Find your issue below for quick fixes!

Quick Problem Finder

Jump to your issue:

• QR Code Issues
• Authentication Problems
• Display/Kiosk Issues
• Commenting Problems
• Like & Nomination Issues
• Email Verification Issues
• Display Content Not Updating
• Mobile/Browser Issues
• Dashboard Access Problems

QR Code Issues

QR Code Won’t Scan

Symptom: Your phone camera doesn’t recognize the QR code.

Solutions:

For iPhone:

1. Enable QR scanning:
   • Go to Settings → Camera
   • Turn ON “Scan QR Codes” (should be green)
2. Check camera mode:
   • Make sure you’re not in Selfie mode
   • Use the rear camera
3. Update iOS:
   • Old iOS versions may not support QR scanning
   • Update to iOS 11 or later
4. Close and reopen Camera:
   • Sometimes it just needs a fresh start

For Android:

1. Check Camera settings:
   • Open Camera app
   • Go to Settings (gear icon)
   • Enable QR code scanning if available
2. Try Google Lens:
   • Open Google Lens or Google Photos
   • Use the Lens feature to scan
3. Download QR scanner app:
   • “QR & Barcode Scanner” (free)
   • “Google Lens” (pre-installed on most)
   • “QR Code Reader” (many options)

General fixes:

• Clean your camera lens - Fingerprints blur the image
• Improve lighting - Make sure the display is well-lit
• Adjust distance - Try 6-12 inches from screen
• Hold steady - Don’t shake or move while scanning
• Wait for refresh - QR codes update every 15-30 seconds

Complete QR code guide →

QR Code Scans But Nothing Happens

Symptom: Phone recognizes QR code but doesn’t open link.

Solutions:

iPhone:

1. Tap the yellow notification - It appears at the top of screen
2. Check Do Not Disturb - May suppress notifications
3. Check browser permissions - Safari needs permission to open
4. Swipe down - Notification may be in Notification Center

Android:

1. Look at bottom of camera - Link may appear there
2. Tap the pop-up - May be a button to press
3. Check default browser - Make sure Chrome or browser is set as default
4. Enable pop-ups - Browser may be blocking

Alternative:

• Note the code on screen (e.g., ABC123)
• Manually visit https://app.emanategreat.com/pair?code=ABC123
• Replace ABC123 with actual code shown

QR Code Says “Expired” or “Invalid”

Symptom: Error message after scanning.

Why this happens:

• QR codes refresh every 15-30 seconds for security
• Old codes expire and can’t be reused
• Prevents unauthorized access

Solution:

• Wait 5-10 seconds for code to refresh on display
• Scan the new code that appears
• Use immediately - Don’t wait after scanning
• Don’t screenshot - Screenshots won’t work later

Can’t Scan from Far Away

Symptom: Need to get uncomfortably close to scan.

Solutions:

• Normal behavior - Most cameras need 6-12 inches
• Try portrait mode - Hold phone vertically
• Zoom slightly - Some camera apps let you zoom
• Improve lighting - Better light helps camera focus
• Clean lens - Dirty lens reduces clarity

If display is too high:

• Use optical zoom if available
• Try Google Lens (often better at distance)
• Download a QR scanner app with zoom
• Suggest moving display to more accessible height

Authentication Problems

Can’t Log Into Dashboard

Symptom: Email and password not working.

Solutions:

1. Verify credentials:

   • Use your work email (not personal)
   • Check Caps Lock isn’t on
   • Look for typos in email address
   • Make sure you’re using the right password

2. Reset password:

   • Click “Forgot Password?” on login page
   • Enter your email
   • Check inbox (and spam) for reset link
   • Create a new password
   • Try logging in again

3. Check URL:

   • Verify you’re at dashboard.emanategreat.com 
   • Not a different Emanate Great URL

4. Try different browser:

   • Browser cache may be causing issues
   • Try Chrome, Firefox, Safari, or Edge

5. Clear browser data:

   • Clear cookies and cache
   • Try logging in fresh

6. Contact HR:

   • You may need to be re-invited
   • Your account may need activation
   • They can verify your access level

Complete authentication guide →

Kiosk Display Keeps Asking for Login

Symptom: Display won’t stay logged in, repeatedly asks for credentials.

Why this happens:

• Email/password logins may timeout
• Browser cookies cleared automatically
• Device restarts without saving session

Solutions:

Best solution: Use QR Code Pairing

• QR pairing keeps displays logged in indefinitely
• Designed specifically for permanent kiosks
• No timeout or session expiration
• Complete setup guide →

If continuing with email/password:

1. Check browser settings:
   • Allow cookies
   • Don’t clear on exit
   • Don’t use private/incognito mode
2. Disable auto-clear:
   • Some devices auto-clear after inactivity
   • Disable this feature
3. Use “Remember Me”:
   • If available, check the box

Recommendation: Always use QR pairing for permanent displays!

QR Device Pairing Failed

Symptom: Can’t complete device pairing process.

Solutions:

During QR scan:

1. Generate fresh code:
   • Click “Generate New Code” on display
   • Old codes expire after 15 minutes
2. Stable internet:
   • Both phone and display need internet
   • Connect to WiFi, not just cellular
3. Try different phone/browser:
   • Some browsers handle it better

During email verification:

1. Use work email:
   • Personal emails won’t be recognized
2. Check spam folder:
   • Verification code may be filtered
3. Wait 60 seconds:
   • Email systems vary in speed
4. Request new code:
   • Click “Resend” if available

During device naming:

1. Use 2-50 characters:
   • Too short or long causes errors
2. Avoid special characters:
   • Stick to letters, numbers, spaces
3. Make it descriptive:
   • “Lobby Display” not “Display1”

If all else fails:

1. Restart display device
2. Clear browser cache
3. Try from computer instead of phone (or vice versa)
4. Use email/password method temporarily
5. Contact HR or IT support

Complete kiosk setup guide →

Display/Kiosk Issues

Display Not Showing Content

Symptom: Black screen, loading screen, or error message.

Solutions:

Step 1: Check basics

• ✅ Display is powered on
• ✅ Display device (computer/stick) is powered on
• ✅ Correct input source selected on TV/monitor
• ✅ Internet connection is active

Step 2: Check authentication

• Navigate to your Emanate Great URL
• Verify device is logged in
• Re-authenticate if needed

Step 3: Browser troubleshooting

• Refresh the page (F5 or Cmd+R)
• Clear browser cache
• Try a different browser
• Update browser to latest version

Step 4: Connection test

• Try opening other websites
• Check WiFi/ethernet connection
• Restart router if needed
• Contact IT for network issues

Step 5: Device restart

• Restart the display device completely
• Wait 30 seconds
• Power back on and navigate to Emanate Great

Content Not Updating/Rotating

Symptom: Same recognition showing, not rotating through slides.

Solutions:

1. Wait for rotation:

   • Slides change every 15-30 seconds typically
   • Be patient and watch for transitions

2. Check dashboard content:

   • Log into dashboard.emanategreat.com 
   • Verify you have multiple published recognitions
   • If only one exists, there’s nothing to rotate to!

3. Refresh display:

   • Press F5 or Cmd+R
   • Or restart the browser

4. Check internet connection:

   • Slow connection may prevent content fetching
   • Test speed and stability

5. Clear cache:

   • Browser may be showing cached content
   • Clear cache and reload

6. Verify device pairing:

   • Device may have been unpaired
   • Check dashboard device list
   • Re-pair if necessary

Display Showing Old/Outdated Recognition

Symptom: Recognition from weeks/months ago still showing.

Solutions:

1. Archive old recognitions:

   • In dashboard, archive or delete old recognitions
   • Keep only current/active recognitions published

2. Publish new recognitions:

   • Make sure new recognitions are published, not drafts
   • Published items appear immediately

3. Force refresh:

   • Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
   • Forces fresh content download

4. Check recognition dates:

   • Some recognitions may be scheduled
   • Verify publish dates in dashboard

QR Code on Display Not Scannable

Symptom: QR code on display is blurry, cut off, or won’t scan.

Solutions:

1. Display resolution:

   • Make sure display resolution is 1080p or higher
   • Low resolution makes QR codes blurry

2. Browser zoom:

   • Make sure zoom is at 100%
   • Press Ctrl+0 (zero) to reset zoom

3. Full screen mode:

   • Press F11 to enter full screen
   • Maximizes QR code size

4. Adjust distance:

   • Some cameras need to be closer or farther
   • Try 6-12 inches from screen

5. Screen glare:

   • Reduce direct lighting on screen
   • Tilt phone slightly to avoid glare

6. QR refresh rate:

   • Wait 5-10 seconds for fresh code
   • New codes generate every 15-30 seconds

Commenting Problems

Can’t Submit Comment

Symptom: Submit button doesn’t work or shows error.

Solutions:

1. Check all requirements:

   • ✅ Comment text entered (not blank)
   • ✅ Email verified (completed OTP step)
   • ✅ Under 280 characters
   • ✅ Style selected

2. Check character count:

   • Look at character counter
   • Must be under 280 characters
   • Trim if necessary

3. Verify internet connection:

   • Comment requires internet to submit
   • Check you’re still connected
   • Try enabling/disabling WiFi

4. Try again:

   • Refresh the page
   • Re-enter comment
   • Submit again

5. Try different browser:

   • Mobile: Try Chrome, Safari, Firefox
   • Clear any browser errors

6. Simplify comment:

   • Remove special characters
   • Remove emojis if present
   • Try plain text first

Comment Not Appearing on Display

Symptom: Submitted successfully but not visible.

Solutions:

If moderation is enabled:

• ✅ Your comment is awaiting approval
• ✅ You should see a “pending” message
• ✅ Check back in a few hours
• ✅ HR will approve when reviewed

If moderation is NOT enabled:

1. Wait 30-60 seconds:

   • Comments appear within seconds but may take up to a minute
   • Display refreshes periodically

2. Check the right display:

   • Make sure you’re looking at the correct recognition
   • The one you actually commented on!

3. Check the right location:

   • If multiple displays, you might be viewing the wrong one
   • All displays show the same content eventually

4. Refresh display:

   • The display may need manual refresh
   • Or wait for automatic refresh (every 15-30 seconds)

5. Verify submission:

   • Did you see a success message?
   • Try commenting again if unsure

Can’t Add GIF

Symptom: No GIF button or GIFs won’t load.

Solutions:

No GIF button visible:

• ✅ This is normal - GIFs may be disabled for this recognition
• ✅ HR controls this setting per recognition
• ✅ Try a different recognition to see if GIFs are available there

GIF search not working:

1. Check internet connection:

   • GIF search requires internet
   • May be slow on poor connections

2. Try different search terms:

   • “congratulations”
   • “celebrate”
   • “awesome”

3. Wait for results:

   • GIF loading may be slow
   • Give it 5-10 seconds

4. Refresh page:

   • Reload and try again

Can’t select/add GIF:

1. Tap/click directly on GIF:

   • Should highlight and add to comment

2. Try different GIF:

   • That specific GIF may have an issue
   • Choose another

3. Skip GIF:

   • Comment without GIF
   • Focus on great text and style instead

Comment Style Not Displaying Correctly

Symptom: Preview doesn’t match what you selected.

Solutions:

1. Refresh the page:

   • Reload comment form
   • Select style again

2. Try different style:

   • Some browsers may have issues with certain styles
   • All styles should work, but try another if needed

3. Update browser:

   • Very old browsers may not support some styles
   • Update to latest version

4. Don’t worry:

   • Style will display correctly on the actual kiosk
   • Mobile preview may differ slightly

Like & Nomination Issues

Like Button Not Working

Symptom: Tapping heart doesn’t increase counter.

Solutions:

1. Verify email first:

   • Must complete email verification before liking
   • Check if you finished OTP step

2. Check internet connection:

   • Like requires network
   • Reconnect if needed

3. Wait for confirmation:

   • Like may take 2-3 seconds to register
   • Heart should fill in/change color
   • Counter increases after a moment

4. Already liked:

   • You may have already liked this recognition
   • Each person can only like once
   • Tap again to unlike

5. Refresh page:

   • Reload and try again
   • Counter should show accurate count

Nomination Won’t Submit

Symptom: Can’t submit nomination form.

Solutions:

1. Check all required fields:

   • ✅ Nominee name (first and last)
   • ✅ Reason/description (usually 50+ characters minimum)
   • ✅ Your email verified

2. Check description length:

   • Usually requires minimum 50-100 characters
   • Provide sufficient detail
   • May have maximum limit too (usually 1000 characters)

3. Avoid special characters:

   • Stick to standard letters and numbers
   • Remove unusual symbols if present

4. Check internet connection:

   • Nomination requires network to submit

5. Try different browser:

   • Clear any browser issues
   • Use Chrome, Safari, or Firefox

Not Sure If Nomination Was Received

Symptom: No confirmation after submitting.

Expected behavior:

• ✅ You should see a “success” message
• ✅ May say “Thank you” or “Nomination received”
• ✅ Form typically clears after successful submission

If no confirmation:

1. Check for error messages:

   • Look for red text or error indicators
   • Address any issues shown

2. Check your email:

   • Some systems send confirmation emails
   • Check inbox and spam

3. Try submitting again:

   • If unsure, re-submit
   • Duplicate nominations are okay

4. Contact HR:

   • They can verify receipt in dashboard
   • Check their nomination inbox

Email Verification Issues

Didn’t Receive Verification Email

Symptom: No email with 6-digit code arrives.

Solutions:

1. Check spam/junk folder:

   • Email filters may block it
   • Look for “Emanate Great” or “verification”
   • Mark as “Not Spam” if found

2. Wait 1-2 minutes:

   • Some email systems are slow
   • Can take up to 2 minutes

3. Verify email address:

   • Check for typos
   • Use your work email, not personal
   • Must be the email associated with your organization

4. Try “Resend Code”:

   • If button available, click it
   • Request a fresh code

5. Check email server:

   • Ask IT if company email is working
   • Some corporate filters block automated emails

6. Try different email:

   • If you have multiple work emails
   • Try the one used for company systems

Verification Code Says “Invalid” or “Expired”

Symptom: Code doesn’t work when entered.

Solutions:

If expired:

• ✅ Codes expire after 10 minutes
• ✅ Request a new code
• ✅ Use the new one immediately

If invalid:

1. Check all 6 digits:

   • Type carefully
   • No spaces
   • Numbers only (usually)

2. Use most recent code:

   • If you requested multiple codes
   • Only the latest one works
   • Previous codes are invalidated

3. Check email timestamp:

   • Make sure you’re using code from most recent email
   • Ignore older emails

4. Try copy/paste:

   • Copy code directly from email
   • Paste into form
   • Avoids typos

Display Content Not Updating

Display Frozen or Stuck

Symptom: Display not responding, frozen on one screen.

Solutions:

1. Check for screen saver:

   • Device may have gone to sleep
   • Move mouse or tap keyboard
   • Display should wake up

2. Check power:

   • Verify device is powered on
   • Check all cable connections
   • Try different power outlet

3. Restart browser:

   • Close and reopen browser
   • Navigate back to Emanate Great URL

4. Restart device:

   • Full power cycle
   • Wait 30 seconds
   • Power back on

5. Check display settings:

   • May be set to turn off after inactivity
   • Disable sleep/screensaver
   • Keep display always on

New Recognition Not Showing

Symptom: Just created recognition in dashboard but not on display.

Solutions:

1. Verify it’s published:

   • Check dashboard
   • Make sure recognition status is “Published” not “Draft”

2. Wait for rotation:

   • Displays rotate every 15-30 seconds
   • New recognition will appear in rotation
   • Watch through full cycle

3. Refresh display:

   • Press F5 or Cmd+R on display device
   • Forces content update

4. Check recognition settings:

   • Verify start date isn’t in future
   • Check end date hasn’t passed
   • Ensure it’s enabled/active

5. Allow processing time:

   • Sometimes takes 1-2 minutes for content to propagate
   • Be patient

Comments/Likes Not Updating on Display

Symptom: New comments or likes not appearing.

Solutions:

1. Wait for refresh:

   • Displays update every 15-30 seconds
   • Recent activity shows after next refresh

2. Check moderation settings:

   • If enabled, comments need approval first
   • Likes should always appear immediately

3. Verify comment was successful:

   • Check mobile device for success message
   • May need to re-submit

4. Refresh display manually:

   • F5 or Cmd+R on display device

5. Check internet:

   • Display needs internet to fetch updates
   • Verify connection is stable

Mobile/Browser Issues

Page Won’t Load on Mobile

Symptom: Blank screen or endless loading after scanning QR.

Solutions:

1. Check mobile internet:

   • Switch between WiFi and cellular
   • Make sure you have signal
   • Try loading other websites

2. Close other apps:

   • Free up phone memory
   • Close background apps
   • Try again

3. Clear browser cache:

   • Mobile browser → Settings → Clear cache
   • Try again

4. Try different browser:

   • If opens in Safari, manually open in Chrome
   • Or vice versa

5. Restart phone:

   • Simple but often effective
   • Power cycle completely

Mobile Page Not Responding

Symptom: Can tap but nothing happens.

Solutions:

1. Wait a moment:

   • May be loading in background
   • Give it 5-10 seconds

2. Scroll check:

   • Make sure page is fully loaded
   • Scroll down then back up

3. Refresh page:

   • Pull down to refresh (mobile)
   • Or reload from browser menu

4. Close and rescan:

   • Close browser tab
   • Scan QR code again
   • Fresh session

5. Update browser:

   • Check for browser updates
   • Install and try again

Browser Shows Error Message

Symptom: Generic browser error after scanning QR.

Common errors and solutions:

“ERR_NAME_NOT_RESOLVED”:

• Internet connection issue
• Connect to WiFi
• Try cellular data

“ERR_CONNECTION_TIMED_OUT”:

• Internet too slow
• Move closer to WiFi router
• Try different network

“403 Forbidden”:

• URL may be incorrect
• Try scanning fresh QR code
• Contact HR if persists

“404 Not Found”:

• Recognition may have been deleted
• Try different recognition
• Contact HR

“500 Internal Server Error”:

• Server issue
• Wait 5-10 minutes
• Try again
• Contact support if persistent

Dashboard Access Problems

Can’t Access Dashboard Features

Symptom: Logged in but can’t create recognitions or manage content.

Solutions:

1. Check permissions:

   • You may not have admin access
   • Contact HR administrator
   • They can adjust your permissions

2. Check account type:

   • Some accounts are view-only
   • Need admin or manager level for full access

3. Verify you’re on dashboard:

   • Make sure you’re at dashboard.emanategreat.com 
   • Not the public/employee view

4. Try different browser:

   • Some features require modern browsers
   • Use Chrome, Firefox, Safari, or Edge

Dashboard Running Slow

Symptom: Dashboard laggy or takes long to load.

Solutions:

1. Check internet speed:

   • Dashboard requires decent connection
   • Test your speed online
   • Use WiFi instead of cellular if possible

2. Close other tabs:

   • Browser running too many things
   • Close unnecessary tabs
   • Refresh dashboard

3. Clear browser cache:

   • Browser → Settings → Clear cache
   • Restart browser

4. Update browser:

   • Old browsers run slower
   • Update to latest version

5. Try different browser:

   • Chrome typically fastest
   • Try alternatives

6. Restart computer:

   • Free up system resources
   • Fresh start often helps

Still Having Issues?

When to Contact Support

Contact HR or support if:

• ❌ Solutions above don’t work
• ❌ Issue persists for multiple days
• ❌ Multiple users experiencing same problem
• ❌ Critical issue (all displays down)
• ❌ Account access issues
• ❌ Data loss or incorrect information

What Information to Provide

When reporting issues, include:

1. What happened: Describe the issue clearly
2. When: Date and time it occurred
3. Where: Device type, browser, location
4. What you tried: Solutions you’ve attempted
5. Error messages: Screenshots if possible
6. Username/email: Your account info
7. Device name: If kiosk/display issue

Contact Channels

For employees:

• Contact your HR department
• They manage your organization’s Emanate Great

For HR admins:

• Your account manager
• Dashboard help/support section
• Support email/phone (from your welcome materials)

Prevention Tips

Avoid Common Issues

For displays:

• ✅ Use QR pairing (not email/password)
• ✅ Disable device sleep/screensaver
• ✅ Keep browser updated
• ✅ Use stable internet (ethernet preferred)
• ✅ Monitor displays weekly

For employees:

• ✅ Use work email (not personal)
• ✅ Scan QR codes from 6-12 inches
• ✅ Keep phone camera lens clean
• ✅ Use modern browser
• ✅ Ensure stable internet connection

For HR:

• ✅ Test recognitions before publishing
• ✅ Keep dashboard updated
• ✅ Monitor device status regularly
• ✅ Respond to employee questions quickly
• ✅ Review this guide with your team

Quick Reference

Most Common Fixes

95% of issues are solved by:

1. ✅ Refreshing the page
2. ✅ Checking internet connection
3. ✅ Using work email (not personal)
4. ✅ Waiting 30-60 seconds
5. ✅ Trying a different browser
6. ✅ Restarting the device

Emergency Contacts

For critical display issues:

• Contact your IT department
• They can physically check displays
• Help with network/device issues

For account access:

• Contact your HR administrator
• They manage user permissions
• Can reset passwords and re-invite users

For general help:

• Read our complete guides
• Check with colleagues who use it
• Review this troubleshooting guide

Related Guides

• User Guide → - Complete employee guide
• Kiosk Setup → - Display setup help
• Authentication → - Login issues
• QR Codes → - QR scanning help
• Commenting → - How to comment
• Best Practices → - Avoid issues altogether

Still stuck? Don’t hesitate to reach out to your HR team. They’re there to help and want Emanate Great to work smoothly for everyone!

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