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Troubleshooting

Symptom-based fixes for the most common Display Screens issues. Each entry follows symptom, cause, then resolution. For the player itself, such as Check HDMI, a display that won't turn on or off, a player with no power or an offline screen, see Hardware Troubleshooting. For answers to general questions, see Common questions.

Start with the screen's panel. Click the screen on the Screens tab. The banner at the top of the Overview tab usually says what is wrong and what to do, the Live view shows what is on the TV, and the Content tab shows what the screen should be playing.

Hardware problems

Check HDMI, displays that won't turn on or off, a player with no power, offline screens and players that run hot are covered in Hardware Troubleshooting:

Displays are on or off at the wrong times

Symptom: Displays turn on too early, stay on after closing, or don't come on for a holiday.

Resolution:

  1. Open Settings (cog icon) → Display Automations and check the Next 7 days preview.
  2. If you use Facility staffed hours, check the staffed hours, holiday hours and time zone in Facility hours. Changes there apply to Display Automations automatically.
  3. Check the Turn on, Turn off and On holidays settings.
  4. Check Check-in power: with Turn screens on when a member checks in on and Turn screens off after the last check-in set to Never (keep screens on), displays turned on by a late check-in stay on until the next scheduled switch.
  5. Check for workflows that turn displays on or off.

A screen shows Not responding

Symptom: The screen's status is Not responding.

Cause: The player is connected, but its player software isn't responding as expected.

Resolution:

  1. Open the screen → Overview tab and click Reload content.
  2. If that doesn't help within a minute, click Restart device on the Advanced tab and confirm.
  3. Check Live metrics. A very high temperature means the player may be overheating; see The player runs hot.
  4. If it keeps happening, check Scheduled reboot in the screen's Display settings and the nightly restart in Settings → Updates.

A screen shows Provisioning

Symptom: A newly added screen shows Provisioning.

Cause: This is normal for 15 minutes after a screen is paired, while it downloads its settings and content.

Resolution: Wait. If it hasn't changed after 15 minutes, check the player's network connection, then try Restart device.

Content doesn't appear on a screen

Symptom: You published something, but the screen shows other content or the Fallback Slate.

Resolution: Open the screen → Content tab and work through these checks:

  1. Data Source. Only screens set to User managed content play published content. Check the screen's Data Source.
  2. Target. Is the item listed under Published to this screen? If not, it was published to a different screen or group. Check the screen's groups on its Settings tab.
  3. Layer and target. Something else may be winning: a takeover beats scheduled content, scheduled content beats the default, and content published to the screen itself beats group and facility content. See How a screen decides what to show.
  4. Time. For scheduled content, check the days, times and dates in the facility's time zone, and look at Next 24 hours.
  5. Processing. New videos can take a few minutes to process. They play once ready.
  6. Items that can't play. Screens skip web pages that block framing (inside a playlist or as a Library item), agent apps that can't be shown (see A published app doesn't show on a screen), and CCTV live views when Allow CCTV on display screens is off or the cameras are unavailable. Check playlist item dates (From and Until) too.
  7. Reload. Click Reload content on the Overview tab.

A published app doesn't show on a screen

Symptom: An On-Device Web App or Agent: Published App is published, but the screen skips it or shows other content.

Resolution:

  1. Work through Content doesn't appear on a screen first: the screen's Data Source, target, layer and time all apply to apps too.
  2. On-Device Web App: open the app in the Library and check which version is Live. If a new version looks wrong, click Make live on the previous version. If the app shows live data, check the public API it uses can be reached; while a screen is offline, the app plays without it.
  3. Agent: Published App: check that the app is active (not paused or unpublished), that Allow on display screens is on, that its audience includes the facility, that the facility has the Custom Apps module, and that the AI Agent is online. Screens skip the app while any of these isn't true, and show it again once it is.
  4. Click Reload content on the screen's Overview tab.

See Published apps.

A web page is blank or won't load

Symptom: An External Web Page shows blank, or is skipped.

Cause: Many websites block being shown inside other pages. Those pages can't play in a playlist or as a Library item. Pages that need a sign-in may also show a login page.

Resolution: Set a screen's Data Source to Full-page website (Kiosk Mode) and enter the address there, so the page fills the whole screen. Or ask the website's owner for a version that can be embedded, or build the content as an On-Device Web App.

The picture is cut off, stretched or rotated

Resolution:

I can't add a CCTV live view

Resolution: You need CCTV (VSaaS) access, and an organisation admin with CCTV access must turn on Allow CCTV on display screens in Settings → CCTV. Live views can only be shown on screens at the same facility.