Troubleshooting Guide - Newline Display

Cathryne Hamsher
Cathryne Hamsher
  • Updated

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

Check your app version

  • From the Settings app on your display, tap on Apps > Merlyn and expand the Advanced section at the bottom.
  • At the very bottom of that list, the Version will be listed (current: 1.20.8).

The Merlyn application is not responding

  • From the Settings app on your display, go to Apps > Merlyn. Tap on Force Stop near the upper right of that page to fully quit the application.
  • 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 licenses 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 licenses 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

  • From the Settings application > Apps > Merlyn, tap on Storage and cache.
  • Tap on Clear Storage and Clear Cache on this page. 
  • 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 with 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 center of your display screen.  

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