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Forum Discussion
Canvas II Bug or Not? Unexpected playlist displayed.
Canvas II (27 inch)
Macintosh OS 13.0.1 and iOS 16 on iPhone and iPad
Issue: Unexpected Playlist Behavior
My Canvas displays Playlist A.
Also on my Canvas is Playlist B, which is not being displayed.
If I add an image from the Membership library to Playlist B (the one not being displayed), my Canvas II then displays that image and changes the display playlist to Playlist B.
Obviously this is unexpected and undesired behavior. I can replicate this bug. Can this issue be fixed?
I have called about this issue several weeks ago, I have a case number, and supposedly it has been "escalated" several times. I have made several followup calls to no avail, receiving promises of a callback and even a request for a callback date and time. Out of 3 or 4 promises, one callback was made several dates late and I was unavailable.
8 Replies
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Hello NMWatzman,
Thanks for providing that information!
Please ensure your Meural Canvas is updated by doing the following:
Open Meural App
Canvas
Settings icon (top right)
Canvas settings
Software update (under Canvas details)
Then reset your Meural Canvas and try reproducing the issue.
Best,
Kevin
Community Team
Thank you, Kevin. More support in the past few hours than I’ve gotten from your company in about 2 weeks.
Followed your directions, Canvas software is current. Reset the Canvas by unplugging.
Playlist B is displaying correctly.
Added artwork from Membership Library to Playlist A (the un displayed one).
Artwork that I added is now displayed on the Canvas.
Playlist A is now the playlist being displayed.
This is the second time today that I have reproduced this bug.
Neal
Hi Kevin,
The obvious answer and workaround is to simply remove Playlist B from the canvas, while still maintaining it in my Library.
I have an older Canvas 13.5 that I am now viewing that does not contain Playlist B. It was not affected when I add an image to Playlist B.
I’ll not change the Canvas II and remove Playlist B until we see if there is another solution.
In taking a look at the Meural Idea Exchange, I found a post from October of 2019, mentioning a similar issue.
Neal
Hello NMWatzman,
Thank you for your post!
Please PM the following information so I can endorse you to our support team:
Name:
Email:
Phone Number:
Device Model:
Firmware:
Serial Number:
Preferred time to be contacted:
App version:
Please provide this information as soon as possible!
I look forward to hearing from you!
Best,
Kevin
Community Team
Kevin,
I can't believe you are asking me again for this information. Please read the previous replies in this "discussion", especially the one where you asked me yesterday for a case number.
This post along with the repeated promised but not made phone calls makes me believe your company has little interest in this issue or that your Tech Support program is in shambles.
Take care,
Neal
