Troubleshooting: Showell app or login issues

This page will help you troubleshoot the most common issues with Showell

🚨 Welcome to the Troubleshooting page!
➡️ Please select the issue that you are experiencing:

• I am experiencing issues with the Showell App (Windows, iOS, Android)
• I am experiencing issues with the Showell App for Web (Browser)
• I am unable to login to Showell
• Additional info

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I am experiencing issues with the Showell App (Windows, iOS and Android)

E.g.: App doesn't work, missing thumbnails, corrupt files, glitches, language issues, ...

Please follow each step in order:

1. Create a fresh start
   
   • Sign out and close the Showell App (not minimizing)
   • Restart your device
   • Open the Showell app and sign in again
   • Make sure all content is fully downloaded before using the Showell App
2. Force update your Showell App's content
   
   • Navigate to the top menu and click Tools (3 dots)
   • Long press 'Update'
3. Make sure your Showell app is up to date
   
   • Check out the releases page for the latest version of the Showell App
   • Navigate to your Showell App preferences to check your version
   • Update the app from your device's App store
     (Click here if you are unable to access your device's App store)
4. Check your own device
   
   • Does your device support Showell App?
   • Is your operating system up-to-date?
   • Do you have enough storage on your device?
     Are you experiencing error code: ERROR 404:File http://localhost :8800/...?
     
     Showell makes sure that all your content is available offline. Depending on the content of your Showell account, this can take up a big part of your device's storage. Try the following steps to resolve storage issues:
     • If you need urgent access to your Showell content, we can recommend to use Showell App for Web from any browser.
     • Re-install the Showell App as seen in point 5, but make sure to choose 'Download only required files' when re-opening the app for the first time. This way only the necessary materials are downloaded.
       
     • Ask your administrator to optimize the content, so the Showell account takes up less space on the device.
     • Provide your device with additional storage
       ➡️ We recommend having at least 32GB available on your device.
5. Re-install the Showell App
   • Remove Showell from your device
     • For Android users: Before removing Showell from your device, you must remove all Showell's data first: go to your Device's Options > App Settings > search for Showell > Click Clear Data. Then remove Showell from your device.
   • Navigate to your device's App store and search for Showell
     (Click here if you are unable to access your device's App store)
   • Download and re-install the Showell app
   • Make sure all content is fully downloaded before using the Showell App
     ➡️ If you are experiencing issues with your device storage, make sure to choose 'Download only required files' when re-opening the app for the first time. This way only the necessary materials are downloaded.
6. Ask your Showell Administrator
   • If you are still experiencing issues with PDF files
     (E.g.:  missing thumbnails, error messages, jumbled text or the PDF file is not opening correctly)
   • Are you in the right user group?
   • Do you have correct Group Privileges (permissions) to access the content?
   • Do you have access to the right account?
   • Do you have an active license?
7. Contact Showell Support
   • If non of the above solutions provided a fix for your issue
     ➡️ Please mention you have tried all the above options
   • Please provide as much information as possible about your issue
     
     

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I am experiencing issues with the Showell App for Web

E.g.: App doesn't work, missing thumbnails, corrupt files, glitches, language issues, ...

Please follow each step in order:

1. Refresh your browser page or tab
2. Close and re-open the Showell App for Web browser page or tab
3. Clear your browsers cookies and cache
4. Check and update your browser version
   • Click here to find out what browser version you are currently using.
   • Updating to your latest browser version comes with many advantages. Such as better security and faster performance.
   • Showell App for Web and our Digital Sales Room are always getting improved and occasionally new features are added. Therefore we recommend to have your browser up-to-date.
5.  Ask your Showell Administrator
   • If you are still experiencing issues with PDF files
     (E.g.:  missing thumbnails, error messages, jumbled text or the PDF file is not opening correctly)
   • Are you in the right user group?
   • Do you have correct Group Privileges (permissions) to access the content?
   • Do you have access to the right account?
   • Do you have an active license?
6. Contact Showell Support
   • If non of the above solutions provided a fix for your issue
     ➡️ Please mention you have tried all the above options
   • Please provide as much information as possible about your issue
     
     

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I am unable to login to Showell

E.g.: Forgot password, error codes, failed attempts, ...

Please follow each step in order:

1. Are you using the right login method?
   Showell provides 2 ways to login to the Showell App.
   
   • SIGN IN login method: This option is the main way of accessing Showell, you can login using your own credentials. If you find yourself in the Custom Domain login method, you can navigate back to the SIGN IN login method by clicking:

1. • Custom Domain (SSO) login method: If your company has set up it's own custom domain, you can access this by entering your company's domain name here. This will be followed by your company's login page. If you find yourself in the SIGN IN login method, you can navigate back to the Custom Domain login method by clicking:
     Note: If you have never heard of custom domain name, you should use the SIGN IN login method.
2. Is everything typed correctly?
   Ensure that you have typed your user name/email address and password correctly
   • Is Caps Lock off?
   • Is your keyboard language input set correctly?
   • Don't forget special characters, uppercase letters etc. if they exist in your password. Also note, that some letters in uppercase look similar to other letters in lowercase (e.g. uppercase I is similar to lowercase L).
3. Did you forget your password?
   ➡️ This option is not available using the Custom Domain (SSO) login method
   
   • Open Showell App > insert your username
   • Click > click
   • OR open this link: Forgot password?
   • You will be prompted to: request a new password
     • After you have filled in your email address, you will be provided with a reset link and further instructions in your mailbox.
     • Do not forget to check your spam and/or trash folder
     • For security reasons; the reset link you have received in your email will expire after 1 hour. If your link has expired, you can make a new request by repeating these 'Forgot password'-steps.
   • Upon clicking the reset link in your email, you will be able to choose a new password
4. Do you have too many failed login attempts?
   • After 7 failed login attempts, you will be unable to login to Showell for 10 minutes.
5. Still unable to login?
   
   • For Windows App users: Troubleshoot the Windows Password vault issue
   • Please contact your Showell Administrator:
     • To confirm you still have an active license
     • Or to provide you with a new password
   • Please contact your company IT if you are experiencing login issues with custom domain login (SSO). This includes:
     • If your password has expired or changed
     • If you forgot your password
     • Or if you have issues with multiple accounts
   • Contact Showell Support
     

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🚨 Additional Information:

Does my device support the Showell App?

➡️ For more information: What devices are supported with the Showell App?

The Showell App is available on Windows, iPad, iPhone, Mac and Android devices.
You can also access Showell via your browser by going to showellapp.com.

What are the minimum operating system requirements for using the Showell App?

➡️ For more information: What are the system requirements for using the Showell App?

Make sure your device is up-to-date. If you'd like to know if your device has the latest version: Go to your device's settings and look for software update.

• Apple iPad / iPhone ➡️ iOS 10 or higher (iPad 4 or higher, iPhone 6 or higher)
• Windows ➡️ Windows 10 or Windows 11
• Android ➡️ OS 5 or higher
• Mac ➡️ OS 11 or higher / M1 chip
• Browser ➡️ All browsers run Showell App for Web, except Internet Explorer
• Chrome OS ➡️ All devices released after 2019 that have the Google Play store

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Where can I find the version of my Showell App?

➡️ For more information: How do I check my Showell App version?

• Open your Showell App
• Open the side menu
• Click on ⚙️preferences
• You can find your Version under the 'About Showell' section

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Your device's Application Store

The Showell App can be easily downloaded or updated via your device's App Store.

How to download or update the Showell App

      

• Open one of the store links above and click download or update
  
• OR Open your Device's Application Store (App Store, Microsoft Store or Google Play)
  
  • Search for 'Showell' and Select Get, Install, Download or Update

How to automatically update the Showell App

We recommend turning on "automatic updates" on your device to keep up with our latest fixes and new features!

• iOS devices:
  • Open your settings page
  • Search for App Store
  • Turn ON the toggle for 'App Updates'
• Windows devices:
  
  • Open your Microsoft Store
  • Click your profile picture in the top right corner
    Note: If you do not have a profile picture set, the icon will show your initials
  • Click ⚙️App Settings
  • Under App updates, toggle Update apps automatically to On
• Android devices:
  
  • Open Google Play Store
  • Click your profile icon at the top right
  • Click Manage Apps and device > Manage
  • Search in the app list for 'Showell' and tap to open
  • Depending on your device: Tap More or the 3 dots in the top right corner
  • Turn on 'Enable auto-update'

I am unable to download or access my device's App Store

Your company IT might have restricted your device's App Store or you are simply unable to access or download from your App Store.

We have the following options on how to proceed:

• If you need urgent access to your Showell content, we can recommend to use our Web, browser based version of Showell: showellapp.com. Note that your content will not be available offline.
• Contact your company IT to ask help with installing Showell to your device
  
  • Microsoft Private Store: Your company IT can choose which apps are available for employees to download. More information can be found here: MS Private Store
  • Installation package: If your organization has blocked all application stores and software downloads, we can provide your company IT with a Showell installation package. However, every time Showell updates to a new version, a new installation package has to be sent manually.

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The Sign In login method

The Sign In login method is the main way of accessing Showell.
you can login using your own credentials.

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The Custom Domain (SSO) login method

Sign in using the same username and password you use in everyday work.

• If your company has set up it's own custom domain (SSO), you can access this by entering your company's domain name into the Showell App. This will be followed by your company's login page.
• Custom domain (SSO) is used to identify the users of different organizations so that they can sign in using the same username and password that they use in everyday work. In other words, these users don't need separate username and password for Showell.

How do I login with a custom domain?

If your company or organization has a custom domain, they should be able to provide this to you. If you do not know your company's custom domain:

• You can try to fill in the domain field with your company's web site domain
  For example: acme.com
• Contact your Showell Administrator
• Or contact your company's IT department

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Troubleshooting the Windows Password vault issue

In some cases a login issue can be related to the Windows Password vault. Please follow the following steps to resolve this issue:

• Close the Showell App
• Search Credential Manager in the search box on the taskbar of your device
  ➡️ More information on accessing Credential Manager
• Search, select and remove the Showell App credentials
  ➡️ fi.showell.showell_preferences
  Note: There may be multiple Showell App credentials
  
• Open the Showell App and login again