If your Sharing Station isn't displaying images or videos correctly, this guide will help you troubleshoot the most common issues.
Images Appear as "Ghost" or Placeholder Thumbnails
If images on the Sharing Station look faded, blank, or show as ghost-like placeholders that never fully load:
Check your internet connection. The Sharing Station requires a stable internet connection to pull images from the cloud. Test connectivity on the Sharing Station device by opening a web browser.
Wait for cloud processing to complete. If your event uses AI effects or cloud-based rendering, a temporary placeholder image is displayed while the final output is being generated. This is normal — the final image should replace the placeholder automatically within a few moments.
Refresh the Sharing Station. Go back to the Event Settings page and click the Sharing Station button in the Control Panel at the bottom of the page to relaunch it. This forces the gallery to reload and pull the latest content.
Check that the event is still running. The Sharing Station pulls sessions from the active event. Make sure the main booth event has not been stopped or paused — you can confirm this on the dashboard where live events show a green dot.
Restart the Sharing Station device. If the issue persists, restart the iPad or tablet running the station, then relaunch the Sharing Station from the Pictor dashboard.
Videos Not Showing on the Sharing Station
If photos appear on the Sharing Station but videos are missing:
Confirm video rendering is complete. Videos take longer to process than photos, especially with AI effects applied. You can check the Generated Media count in the Control Panel on the Event Settings page — if it's still incrementing, processing is ongoing.
Check your event type. Ensure you are running an Advanced event (shown as a blue "ADVANCED" badge on your event card). Simple events may have limited video support.
Verify your license level. Video features and the Sharing Station both require a Pro-level license or higher. The Sharing Station toggle in Output Delivery shows a purple "Pro" badge — if your license doesn't cover Pro features, it won't work.
Refresh the Sharing Station. Relaunch the Sharing Station from the Control Panel on the Event Settings page.
No Sessions Appearing on the Sharing Station
If the Sharing Station gallery is completely empty:
Confirm the main booth is actively capturing. Sessions only appear on the Sharing Station after guests complete a session. Check the Virtual Session and Physical Session counts in the Control Panel on the Event Settings page.
Verify the Sharing Station is enabled. Click Output in the left sidebar of your event → scroll down to find SHARING STATION (marked with a "Pro" badge) → confirm the toggle is set to On.
Make sure both devices are on the same event. The Sharing Station must be launched from the same event that the main booth is running. Each event has a unique Event Code shown on the Event Settings page.
Check your internet connection on both the main booth device and the Sharing Station device.
Sharing Methods Not Working
If guests can see their images but sharing (email, text, AirDrop, etc.) isn't working:
Verify sharing methods are enabled. Click Output in the left sidebar of your event settings. Check that the sharing methods you want (email, SMS, download, etc.) are toggled on.
Check your email/SMS configuration. If email or text sharing isn't working, ensure your messaging settings are properly configured with valid sender information. See our Email and Text Message Sharing guide.
Test with a different sharing method. If one method fails, try another to isolate whether it's a method-specific issue or a broader connectivity problem.
Still Having Issues?
If none of the above steps resolve your problem, contact our support team through the chat widget on this page or email [email protected]. Please include:
Your Event Code (found on the Event Settings page, e.g., "VC5MVG")
The device(s) you're using for the Sharing Station
A screenshot or description of the issue
Your session counts from the Control Panel (Virtual Sessions, Physical Sessions, Generated Media)