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: 1. **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. 2. **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. 3. **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. 4. **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. 5. **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: 1. **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. 2. **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. 3. **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 "Pro" badge — if your license doesn't cover Pro features, it won't work. 4. **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: 1. **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. 2. **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**. 3. **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. 4. **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: 1. **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. 2. **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](https://support.pictor.pro/en/articles/10561084-email-and-text-message-sharing) guide. 3. **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 **[support@pictor.pro](mailto:support@pictor.pro)**. 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)