---
id: TS-1
title: Troubleshooting
group: Help
summary: What the app's messages mean and what to do, from a missing showcase to a video that's too long
keywords: [help, problem, error, troubleshooting, missing, key, recovery key, video, domain, layouts, not publishing]
---

Most problems have a short message on screen. Here is what each means.

## A showcase is missing on a new device

Its key travels by iCloud Keychain, which can take a minute or two. Tap or click **Check Again** on the welcome page, or **Refresh** on the iCloud card or the Showcases card (the switcher's Manage Showcases…). Make sure iCloud Keychain is on in your device's settings, with the same Apple ID. If it still doesn't come, add it with its recovery key. See Your key and iCloud Keychain (GS-3).

*This device doesn't have the showcase's key yet.* means the same thing: wait for iCloud Keychain, or add the recovery key.

## The recovery key isn't accepted

*That isn't a Showcaser recovery key.* The key is one line starting `showcase1:`. Paste it whole, with nothing cut off, or scan its QR code instead.

## Can't create a new showcase

*For now, new showcases are created from the showcase this iPhone was set up with* (or iPad, or Mac), followed by that showcase's name. Switch to it, then create the new one from there. See Your first showcase (GS-2).

## A listing won't publish

Everything you typed stays in the listing's form. Check your connection and publish again. If it says it was *changed on another device*, see When two devices edit at once (LS-7).

## A video is refused

*That video is … MB even after compressing; trim it to a few minutes and try again.* Trim it in Photos and add it again.

## The layouts don't load

*The layouts couldn't be loaded.* In Site, Layout, the list comes from the host; check your connection and tap or click **Try Again**.

## An address is taken

*Somebody took that name a moment ago.* Pick another, or use the suggestion the screen offers. See Your address (ST-9).

## Your own domain isn't connecting

The Status rows say where it is. *Still points at…* means the record at your provider hasn't changed yet; check it against the steps on screen. Changes usually take a few minutes, sometimes longer. Leave the Address tab open and it checks by itself. See Your own domain (ST-10).

## The app doesn't show a change from another device

Coming back to the app after a minute or more refreshes it by itself; with a keyboard, **⌘R** refreshes at once. There is no pull-to-refresh.

## The site doesn't show a change

Make sure you published it: a form's changes wait for the check mark in its header. A listing with a status that is off the site, such as Hidden, isn't shown. Reload the page in the browser.