Frequently asked questions

Please search the below FAQs for quick and easy answers! You can search the topic using relevant keywords(Ctrl + F). If you're unable to answer your question here, you can reach out to support@canvia.art.

About Canvia

My Canvia is stuck on a single image - what should I do?


If you have more than one queued item, check if playback has been paused: go to your Canvia web account (https://my.canvia.art), look to the bottom of the screen and in the web controller you might see a 'paused' symbol. Click this to 'play' and revert to playing back all items in the queue. Alternatively, it's possible the playback interval has been set to a high value (e.g. days) - go to your Canvia web account (https://my.canvia.art), look to the bottom of the screen and in the web controller click on the cog icon (Settings). Find the Playback Duration section and check what has been set.




What should I do if I see this error message on-screen: "Token expired or server error...please re-register"?


Try logging out and loggin back in the Canvia mobile app while you are connected to the same wifi network. This should refresh your authentication token and re-enable access. If you are still experiencing issues, reach out to support@canvia.art and we will help.




I need to change the Wi-Fi network used by Canvia


Before you can change the registered Wi-Fi network, you must first revert Canvia to 'AP mode'. You can do this (i)via the Canvia app (while still connected to the original Wi-Fi network) or (ii) by directly on the Canvia device. (i) Select 'Settings' from the app's main menu and scroll to the bottom of the Settings screen. Select 'Set AP'. In a few moments, you should see the following message appear on your Canvia's display: 'Device is in access point mode...' (ii) "You can press 3 times(or more) within 5sec a white press button (hidden inside the hole) that is just by the side of black button. You will need the front tip of a pen to press this hidden white press-button." You can now re-connect Canvia with the new Wi-Fi network in the usual way. See canvia.art/setup for registration instructions.




How can I overcome 401 error on mobile app?


401 error occurs in mobile app when token is expired. To refresh token, log out and log back in the mobile app ( while being connected to home/office WiFi) and this 401 error should go away. In recent mobile app releases, this error may be fixed. Get in touch with support@canvia.art if you continue to face this issue.




WiFi issues or "No Canvia device found in your network" issue , what to do?


Please check if your mobile app and Canvia(same wifi that you added at the time of registration or last usage) are in the same wifi network. Following information is very useful w.r.t to WiFi connection 1. Under any situation, you can connect using manual mode(feed IP address manually) from mobile app 2. You can use desktop app for any thing that you can do using mobile app, so check WiFi connection one time from desktop app and you can also see IP address in the desktop app 3. You can bring device to AP mode in any new location using back button of reset and connect to new WiFi crdentials(SSID and password) Get in touch with the support team if you have more questions.




I see blank or black screen , what to do?


Check Following Steps (i) Sleep or awake mode: Toggle this from mobile app, web app or desktop app. Its possible that your device is in sleep mode (ii) Check sensor: Is sensor (located on wood frame) covered completely or it is getting really less light then frame will turn off. Allow minimum lighting for device to operate. (iii) If there is firmware update ongoing, then screen can be blank. This happens mostly when you are going through registration process and often Device updates to the laest firmware. If sceen is blank for more than 5 mins then you try power cycling the device. Connect with Canvia support team(support@canvia.art), if you continue to face problems.





 

Troubleshooting

My Canvia is stuck on a single image - what should I do?


If you have more than one queued item, check if playback has been paused: go to your Canvia web account (https://my.canvia.art), look to the bottom of the screen and in the web controller you might see a 'paused' symbol. Click this to 'play' and revert to playing back all items in the queue. Alternatively, it's possible the playback interval has been set to a high value (e.g. days) - go to your Canvia web account (https://my.canvia.art), look to the bottom of the screen and in the web controller click on the cog icon (Settings). Find the Playback Duration section and check what has been set.




What should I do if I see this error message on-screen: "Token expired or server error...please re-register"?


Try logging out and loggin back in the Canvia mobile app while you are connected to the same wifi network. This should refresh your authentication token and re-enable access. If you are still experiencing issues, reach out to support@canvia.art and we will help.




I need to change the Wi-Fi network used by Canvia


Before you can change the registered Wi-Fi network, you must first revert Canvia to 'AP mode'. You can do this (i)via the Canvia app (while still connected to the original Wi-Fi network) or (ii) by directly on the Canvia device. (i) Select 'Settings' from the app's main menu and scroll to the bottom of the Settings screen. Select 'Set AP'. In a few moments, you should see the following message appear on your Canvia's display: 'Device is in access point mode...' (ii) "You can press 3 times(or more) within 5sec a white press button (hidden inside the hole) that is just by the side of black button. You will need the front tip of a pen to press this hidden white press-button." You can now re-connect Canvia with the new Wi-Fi network in the usual way. See canvia.art/setup for registration instructions.




How can I overcome 401 error on mobile app?


401 error occurs in mobile app when token is expired. To refresh token, log out and log back in the mobile app ( while being connected to home/office WiFi) and this 401 error should go away. In recent mobile app releases, this error may be fixed. Get in touch with support@canvia.art if you continue to face this issue.




WiFi issues or "No Canvia device found in your network" issue , what to do?


Please check if your mobile app and Canvia(same wifi that you added at the time of registration or last usage) are in the same wifi network. Following information is very useful w.r.t to WiFi connection 1. Under any situation, you can connect using manual mode(feed IP address manually) from mobile app 2. You can use desktop app for any thing that you can do using mobile app, so check WiFi connection one time from desktop app and you can also see IP address in the desktop app 3. You can bring device to AP mode in any new location using back button of reset and connect to new WiFi crdentials(SSID and password) Get in touch with the support team if you have more questions.




I see blank or black screen , what to do?


Check Following Steps (i) Sleep or awake mode: Toggle this from mobile app, web app or desktop app. Its possible that your device is in sleep mode (ii) Check sensor: Is sensor (located on wood frame) covered completely or it is getting really less light then frame will turn off. Allow minimum lighting for device to operate. (iii) If there is firmware update ongoing, then screen can be blank. This happens mostly when you are going through registration process and often Device updates to the laest firmware. If sceen is blank for more than 5 mins then you try power cycling the device. Connect with Canvia support team(support@canvia.art), if you continue to face problems.





 
0
Never miss our updates about special offers and additions to our collection!
  • Facebook
  • Twitter
  • Instagram

© 2020 Palacio Inc. 

2010 El Camino Real, Suite #1030, Santa Clara, California 95050, Ph: (510) 210-8234