Troubleshooting Guide - Newline Display

Ensure you have the latest version of the Merlyn application installed from the Newline App Store.

Check your app version:

1. From the Settings app on your display, tap on Apps > Merlyn and expand the Advanced section at the bottom.
2. The Version will be listed at the very bottom of that list (current: 1.18.9).

The Merlyn application is not responding:

1. From the Settings app on your display, go to Apps > Merlyn.
2. Tap on Force stop near the top right of that page to fully close the application.
3. You can relaunch the application either from the blue Open option on the left-hand side of that same page or from Apps > Merlyn on your Home screen.

"The service is not currently available"

• Ensure the full allowlist has been added to your district network.
• Ensure your Merlyn licences have been activated by your IT administrator.
• The Merlyn application may be blocked by another security policy in place with the district.

"Subscription not detected"

• Merlyn licences are awaiting activation. Your IT admin will need to click the Activate link in the licensing email they received when the initial order was placed.
• Your email has not yet been added to your district roster in the Management Portal.

Change or reset the login credentials used for your Merlyn app on your display

1. From the Settings application > Apps > Merlyn, tap on Storage and cache.
2. Tap on Clear Storage and Clear Cache on this page.
3. The next time the Merlyn app is launched, you will be prompted through the setup process again.

"USB not detected"

• Please ensure the USB dongle is in the Android 3.0 port on your display.
• Remove the batteries for 15 seconds.
• The remote may need to be re-paired:
  • Press Chat + Back buttons on your remote for longer than 3 seconds to delete pairing. The red indicator light will flash to indicate pairing has been deleted.
  • Press Freeze + Settings on your remote to start pairing with the receiver. The indicator light will flash blue to indicate pairing was successful.

Voice requests are not working

• Ensure you have the USB dongle and extender in the Android 3.0 port.
• Press and hold the top orange button on your remote. You should see the light flash green and an orange circle will appear in the lower right-hand corner of your panel.
• In Settings > Apps on your panel, tap on Merlyn and then Permissions. Please ensure both "Files and media" and "Microphone" are set to Allow.

Remote calibration

• Your remote will recalibrate each time you turn the mouse/pointer function on or off.
• When activating the mouse on your Merlyn remote, be sure to point at the centre of your display screen.