Self help

Need a hand? You came to the right place. On this page, you’ll find quick and easy fixes for frequently occurring errors.

Still unclear? Shoot us a message at hello@hello-energy.com

Laptop

I lost my login.

How annoying. Send us an e-mail and we’ll help you out.

My graphs don't show data.

There are various causes for missing data. Maybe we’re still waiting for data from a third party, or maybe somewhere along the chain something’s gone wrong. We’ll need to look into it. Please let us know you need our help.

Tablet

If I click on a button, my tablet doesn't show content.

Your tablet probably lost its internet connection. We can help you with that. Send us an e-mail. 

The screen is black.

After being inactive for a while, the tablets automatically enter standby mode. Another way to save energy! Wake up the tablet by pressing the round button.

Doesn’t work? The battery is probably empty. Check to see if the tablet is still connected to a power source.

The graphs don't show data.

There are various causes for missing data. Maybe we’re still waiting for data from a third party, or maybe somewhere along the chain something’s gone wrong. We’ll need to look into it. Please let us know you need our help.

I need to enter a code to access the tablet, but I don't know it.

The tablets are set up in such a way that you don’t need to change anything yourself. Because of our turn-key delivery, you don’t need to worry about codes and settings! 🙂

Did something go wrong? Your hello energy contact has the code. But feel free to contact us if you’re worried.

Can I add content to the tablet myself?

Unfortunately you can’t… yet. We’re working on a way for you to be able to change the tablet’s content. If you want to make changes to the tablet in the mean time, we’ll create a new order. Feel free to contact us if you’d like that.

How does the tablet work?

The hello energy tablet tells the story of energy and sustainability in your organisation and building. To do that, we’ve made connections to your main meters.

The tablet’s content is an URL that is designed for the specific user interface of a tablet. In the background, this URL is refreshed constantly. We have pinned this URL to your tablet’s homepage.

In order to have a functioning tablet, we need:

  • stable WIFI
  • power
  • correct settings in the tablet

Good to know:

  • The tablet needs a permanent (stable) internet signal. Please make sure not to change the settings or location of your router.
  • Make sure to check on the tablet every once in a while. If it’s running slow, make sure to restart it or remove notifications.

The tablet is damaged.

That’s no good. Contact us. Hopefully, the hardware is still under warranty. Otherwise, we’ll arrange a new one together.

The tablet isn't locked anymore.

You can lock the tablet yourself by pressing the home button three times and adding the right code. Your business’ hello energy contact has the code. We can tell you who the contact is and walk you through the lock if necessary.

Screen

My screen doesn't show content.

Various things can cause your screen not showing content. These are the most frequently occurring ones:

  • no internet connection: check the internet connection of your screen by clicking the ‘Home’ button on the remote, which will lead you to a menu. Click ‘Settings’ > ‘Network settings’. Reconnect to an available connection. Did that work? Go back to ‘Home’ and click ‘URL-launcher’ to refresh the playlist. Didn’t work? Check to see if the internet connection works on a different device. If it does work on a different device, send us an e-mail and we’ll look into your screen’s settings. Does your other device also have connection issues? Contact your internet provider or your company’s IT professional.
  • no power: take out the power plug for a few seconds and put it back in the socket. If that doesn’t work, check to see if the socket is still working by plugging in a different device. If that other device does work, send us an e-mail to help you out. If the other devices doesn’t work, fix your socket. 🙂
  • other: our solutions don’t cut it? Send in reinforcements by e-mailing use or calling us at (+31) (0) 88 436 7400

My screen shows outdated content.

Outdated content (like old news items, outdated public transport departure times, data of wrong dates)? Odds are your screen has lost its internet connection. You can check if that’s the case by clicking ‘Home’ on your remote, then ‘Settings’, and ‘Network settings’. Check to see if there is an internet connection. If not, set it up. Did that work? Go to ‘Home’, ‘URL Launcher’ to refresh the playlist. Didn’t work? Check to see if the internet connection works on a different device. If it does work on a different device, send us an e-mail and we’ll look into your screen’s settings. Does your other device also have connection issues? Contact your internet provider or your company’s IT professional.

My screen turns off too early/late.

  • Did you just have a Daylight Saving time change? Check the time settings using your remote. They’re probably still on the previous settings. Dependent on the screen and media player your building is outfitted with, it could be the case that it doesn’t change automatically.
  • Wrong settings? Maybe your settings are wrong. Check them by clicking ‘Home’ or ‘Menu’ on your remote, and then ‘Settings’. Check the settings to see if they are correct. If they are correct, but the problem persists, contact us so we can check the settings of your media player remotely. Can’t change the settings? Your buttons might be blocked. Contact us.

My screen shows the notification 'No input' or 'No signal'.

Your TV is probably set to the wrong source. Check this by clicking ‘Source’ (or ‘Home’ and then ‘Source’) on your remote. The right source is usually HDMI 1, but can be PC as well.

My screen doesn't show data.

You don’t see data, but you do see other content? There are various possible reasons. Contact us, and we’ll find out what’s happening.

My images are blurry/pixelated.

Use photos with a resolution of at least 1920 x 1080 px for a full screen photo. A lower resolution will result in blurry pictures.

My videos are malfunctioning or slow.

That’s caused by a bad or unstable internet connection. Contact the person who arranged the internet connection.

Can I add my own content to the screen?

Yes you can! Contact us.

The graphs don't show data.

There are various causes for missing data. Maybe we’re still waiting for data from a third party, or maybe somewhere along the chain something’s gone wrong. We’ll need to look into it. Please let us know you need our help.

I lost my login.

That happens to the best of us.

Just lost your password? Click the button on the login screen.

Lost your username as well? Send us an e-mail, and we’ll get you a new one.

Touch screen

The graphs don't show data.

There are various causes for missing data. Maybe we’re still waiting for data from a third party, or maybe somewhere along the chain something’s gone wrong. We’ll need to look into it. Please let us know you need our help.

something to ask?

send us an email

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