Frequently Asked Questions

Check out our frequently asked questions, and if you still need help then please contact us.

Setup

We're here for you! We have several ways for you to get in touch with us.

Business Hours:

Monday - Friday 8:30 AM - 5:00 PM, Pacific Time

Phone Call:

833-843-3688

Live Chat:

Our live chat is available on our website during our standard business hours.

Email:

care@onscreeninc.com 

You can also schedule a call with one of our support reps by clicking here. 

Your satisfaction with our products is our top priority. We want to do everything in our power to make your experience easy, and delightful. Please reach out to us with any questions, comments, or feedback.

ONSCREEN is designed to use your 2.4 Ghz Wi-Fi network. Please make sure
that your phone is on a 2.4 Ghz home network, and use that network to connect
the Spark.
 

Everyone’s room is a little different and there may be some instances where lighting could cause the QR code not to scan.

To solve this, please try lowering the brightness on your phone. Start as low as possible and work your way up from there.
 


If that does not work, try to adjust your room lighting to a different setting and repeat the steps above.


On rare occasions, the glare and lighting forces us for some drastic measures!

Instead of holding your phone up to the camera and moving it slowly back and forth, try putting it down on a flat surface such as the dresser. Face the phone up and hold the camera in your hand and slowly move it back and forth from the phone.


Some phones that have edge to edge viewing screens and this may distort the QR code. If you notice the QR code being slightly bent, please try the setup process with another device as the camera will not read an incomplete QR code.


Still having problems? Reach out to us, we are here to help.
We can be reached through email at care@onscreeninc.com, or via live chat during our normal business hours. You can also schedule a call with one of our support reps by clicking here.

  

Check out our full Instructions Page for detailed instructions about setting up the Spark. 

If your screen is stuck connecting during the setup phase, it may be because of a networking problem. Please try the following:

  1. Try unplugging the device, wait 30 seconds, and plug it back in.
  2. Ensure that you're entering the correct Network name and password.
  3. If you're still not able to resolve it, please book a support session with us.

Using your Spark

Some TVs send messages to connected devices to power down when the TV is turned off, and this affects the Spark as well. 


To use your Spark, please make sure the TV is on and turned to the correct HDMI port where the Spark is plugged in, and then it will turn on. Give it a few seconds to connect to the network when this occurs, and then it will be ready to use.



Still having problems? Reach out to us, we are here to help.


We can be reached through email at
care@onscreeninc.com, or via live chat during our normal business hours.  

Yes! Here's how it works: 

You can choose to call anyone from your Contacts. When the person you're trying to call doesn't have an ONSCREEN device, they will receive a text message with a link to download the app from their app store. 


Once the new user downloads the app on their phone, they simply need to open the app, it will automatically join your call.
 


They will need to accept Camera and Microphone permissions to participant in the video
call. Now, you will see them on your TV, while they see you on their mobile device.
 

Standard data rates may apply if using cellular service.

Here is a quick video on how ONSCREEN calls work.

Volume controls for Spark Video calls on your TV utilize your current TV control or TV set itself.

For users using their phones to make or receive ONSCREEN calls, adjusting the volume is done on the phone itself directly.
 

Yes! We recently launched the "Family Share" feature, which allows a Spark owner to share the device with other household members.

Here's how to enable Family Share:

1. Set up your Spark like you normally would -- we assume this part is already done

2. Have the person that you want to share your Spark with download the ONSCREEN App for their mobile device.

3. Once they've downloaded the app, make sure they create an account. Make note of the Email address they used to create the account.

4. Now back on your ONSCREEN App, click on the "Spark" button, at the bottom of the screen. This takes you to our new Device Details screen.

5. From the "Spark" screen, in the "Users" section, click on "Invite a User to this Spark"

6. One the next screen, simply enter the email address of your friend/significant other. They will instantly be invited to use the Spark!

7. Now, when they open the app, they will see that they can place a call with the Mobile App... or your Spark!

We've already created a video to help you with this... click here to watch it. 

The ONSCREEN Spark allows you to switch to the Spark when a call is coming in, and switch back to another HDMI port when the call is ended. To do this, go to your Spark tab.

From this screen, click "Set HDMI Ports" and you will see the following screen, where you can set the ports you want to switch to and from:

Now, whenever you make or answer a call, your TV will switch to the HDMI port designated for the Spark. When the call ends, it will switch back to the port you chose. This also applies to Zoom meetings.

Zoom Calls

 Here is a quick 1 min. video tutorial on how to join a Zoom meeting.

The steps are also highlighted below for your reference.

  1. Make sure you have the meeting code and the password of the Zoom meeting you're trying to join.  
  2. Open the ONSCREEN App, and click the "Join Zoom Meeting" button. 
  3. On the next screen, enter the meeting code and password carefully. 
  4. Double check the meeting code, ensuring there are no spaces. 
  5. Double check the password, ensuring that it's correct with all the right capitalization.
    Zoom passwords are case sensitive! 
  6. Click Join Meeting. 

You should now join your Zoom meeting. If you see any error messages on the screen, click the "Hang Up" button in the ONSCREEN App and try again, ensuring that you
have no typos in the meeting code or the password.

Yes! We just launched this feature... available now on iOS and shortly on Android!

To Start a meeting on Zoom, do the following:

1) Click "Use Zoom"

2) Click "Start Meeting"

3) The first time you do this, you will need to enter your Zoom account email and password. Please ensure you do this correctly!

4) Now you will start your meeting, using the default Start Meeting action on your account.. either a new random meeting ID, or a meeting on your Personal Meeting ID.

General

Quite small!  

The Spark Base: 4.25" (10.8 cm) wide x 4.25" (10.8 cm) deep x 0.75" (2cm) tall. 


The Spark Camera: 4" (10cm) wide x 1" (2.5 cm) tall x 1" (2.5 cm) deep.
It has a stand that can be up to 2" (5 cm) tall.



The power cable is 79" (2m) long.
 

The HDMI cable is 48" (1.2m) long. 

Based on these small dimensions, you'll be able to have the Camera and Base on your TV (using provided sticky tape), or resting on a media cabinet.  

The ONSCREEN
App is an iOS or Android App that you can download from the App Store or Play
Store, and it's used to control your ONSCREEN Spark device.
 

First, you need the app to finalize configuration of the hardware and connect it to your
account.
Then, you use it to place calls to people in your phone book. 

Once the call is established, you use it to control muting of the mic and camera, and
activate and control features like filters, games and more.
 


The ONSCREEN
App is designed to be extremely easy for anyone to use, and safe, because it
doesn't share any of your info with social media accounts or anyone else.
 

Click here to download from Apple App Store for iOS  

Click here to download from Google Play Store for Android   

All of the video calls that go through ONSCREEN are encrypted using
industry standard DTLS (based on SSL) encryption. This means that no one
can intercept your communications and snoop in on them. Also, we don't
require any social media information (ie Facebook, Google, etc) for you and
others to use the service, further keeping your calls safe by not associating
them with ad-based services that track user behavior. Finally, our device
comes with a handy privacy shutter that you can use to cover the camera lens
when not in use.
 

To experience the best quality video calls, both parties on the call should have
at least 2.5 Megabits of upload and download connection, with a strong signal.
 

Here are some recommendations to ensure the best call quality:  

  • Ensure that your Wi-Fi router or internet connection is close to the device 
  • Be aware if there are things consuming your internet during your calls, such as someone watching Netflix in another room, or doing a big download or backup 
  • You can also use an Ethernet cable as a highly reliable connection  

 Your ONSCREEN Spark package comes with the following items:  

  • The Spark Base - our smart device which is doing all the computing, video encoding, and magic that makes everything work so easily! 
  • The Spark Camera - our custom webcam that delivers great quality video. Connect it to the Base using it's USB. The camera also includes a privacy shutter which you can close when you're not making calls. 
  • HDMI cable - use this to connect the Base to one of your TV's HDMI ports. 
  • Power Adapter - use this to connect the Base to a nearby power outlet. 
  • Sticky Tape - Use this tape if you want to mount the Base to the back of your TV so it can be kept out of sight. 
  • Cable Twisties - Use these to manage your cables for the aesthetic you're looking to achieve. 
  • Instructions - Quick and easy instructions on how to set up the hardware, and install our app, which you need to control the ONSCREEN Spark.

Troubleshooting

First check and ensure that the power is on and that you see a blue light on the camera.
Then make sure that the camera cover is open by sliding it to the right.


The ONSCREEN Spark uses an HDMI cable to connect to your TV, so if you're having any problems seeing the content from the Spark, it could also be related to this.
 


First, check the connections on both the Spark and the TV to ensure that the cable is

properly plugged in. Then, ensure that your TV is on the correct HDMI port.
Try turning the TV on/off.


Still having problems? Reach out to us, we are here to help.

We can be reached through email at care@onscreeninc.com, or via live chat during our normal business hours.

After you first set up the Spark, the device may start to update itself to our latest version. Please do not unplug or do anything with the device until it has completed the update process. 

After the update is complete, you may need to log in again with your QR code. Simply open your ONSCREEN App, click on Device, and select "Set up an ONSCREEN Spark
device on my TV" to generate the QR code again.

When the first update is complete, you will need to log in again with your QR code. Simply open your ONSCREEN App, click on Device, and select "Set up an ONSCREEN Spark device on my TV" to generate the QR code again.

Scan it like you did the first time, and you will be all set.


We're sorry for this small inconvenience!

This message means that your mobile phone and your Spark are on different networks.
When this condition occurs, you will not be able to receive calls to your Spark, and they will all go to your ONSCREEN App running on your mobile phone.
 

To fix it, switch your Mobile device to the same Wi-Fi network that your Spark is connected to.