Support
We’re here to help.
Most questions are answered in the setup guide and the FAQ. If you’re still stuck, email us.
Contact support
Email support@rockyourscreens.com. We’ll reply as soon as we can.
What to include
- Your Rock version.
- Your tvOS version (Apple TV Settings > General > About).
- A screenshot or photo of the message you see, on the TV or in Rock.
- What you were doing, and which step of the setup guide you’re on.
Please never email your Rock REST key or your Worker’s upload token.
Troubleshooting
Common fixes
| What you see | What to do |
|---|---|
| Apple TV: “Rock didn’t accept the key” | The key is wrong or inactive, or the role is missing View on the three v1 controllers. See setup step 2. |
| Apple TV: “channels aren’t set up yet” | Run the setup script (step 1) and clear Rock’s cache. |
| Images show on Rock but not on the TV | Make sure the Rock Your Screens Media file type has Requires View Security turned off, then Save it once. |
| “This slide’s Media URL is a Vimeo page” | Media URLs must link straight to a file (.mp4, .jpg, .png), not a Vimeo, YouTube or Google Drive page. Upload the video through Load Screens instead. |
| Load Screens: “couldn’t reach” the video host | Check the Worker address starts with https://, and that ALLOWED_ORIGIN is exactly your Rock address. |
| Load Screens: “you don’t have permission” | Add the person to Screens Editors and check the permissions table. |
| A week shows nothing on the TV | It has no slides yet. Add them in Load Screens, or delete the empty week. |