Most screen problems come down to power, network or a setting on the box. Find your symptom below and work through the steps in order.

First, three quick checks

  1. Look at the screen's status on its page in the dashboard, and its Last check-in. See Screen status.
  2. Select Reload content. It fixes most odd behaviour in half a minute.
  3. Take a screenshot (Android) or open Preview to see what the screen thinks it's showing.

The screen won't pair

The TV doesn't show a code.

  • If it says Connect to your dashboard, type your CompleteVantage address and select Connect. See Install the Android app.
  • If it says Can't reach the address, the box can't get to CompleteVantage. Check its network connection and the address.
  • In a browser, if it says Can't reach the server. Retrying, check the computer's connection and the address.

The dashboard says "No screen is showing that code." Check each character. Codes are six characters and never use 0, O, 1 or I. If the code has changed on the TV, use the new one.

Pairing is refused. You need the admin role, and your plan must have room for another screen. See Pair a screen.

The screen keeps going offline

  • Check the network. Wi-Fi behind a TV is often weak. Use Ethernet if you can.
  • Check the power. Boxes powered from the TV's USB port lose power when the TV goes to standby. Use the box's own power supply.
  • Check the box isn't overheating. Give it space and airflow.
  • Firewalls and guest networks may block the connection. The screen needs to reach your CompleteVantage address over the internet (HTTPS). Ask your IT team to allow it.
  • Display hours. A box that sleeps outside its hours shows Display off, not offline. If you turned the display off by hand with no display hours set, it shows as offline. That's expected.

Set up an offline alert so you hear about it early. See Set up alerts.

The screen is black

  • Display hours. It may be outside its hours, and the box can't turn the TV off, so it shows black. Check Display hours and updates on the screen's page.
  • Turned off from the dashboard. Someone may have used Turn display off. Use More actions, then Turn display on.
  • Empty content. A layout zone with nothing chosen, an empty playlist, or a photo placeholder in a template shows nothing. Open Preview to check.
  • Every item has expired. If all items in a playlist are outside their show dates, there's nothing to play. Check the dates. See Show dates and tags.
  • A web page won't load. Dashboards that need a login or block embedding can show black or white. See Web page not showing.
  • The TV is on the wrong input, or the HDMI cable is loose. Check at the TV.

The screen only shows a clock

A clock means nothing is assigned. Give the screen content under What plays here, or give its group default content. See Choose what plays on a screen.

The screen was removed from the dashboard, or someone selected Unpair this screen on the TV. Pair it again. See Pair a screen.

The screen shows old content

  • It may be offline, still playing its saved copy. A badge says Offline, showing saved content.
  • A schedule or broadcast may be taking over. See Why is my screen showing this?
  • Changes waiting for approval don't reach screens until approved.

The app doesn't start after a power cut

Android blocks apps from starting themselves unless they're allowed. Set up kiosk mode, make CompleteVantage the home app, or allow start on boot. See Start automatically after a power cut.

Videos stutter or images look broken

  • Select More actions, then Clear cached media. The screen downloads everything again.
  • Check the box's Free storage in the Device panel. Low storage stops the offline copy from finishing.
  • Very high bitrate 4K video can be too much for cheap boxes. Try a 1080p version.

The time on a dashboard is wrong

The box's own clock is in a different timezone. See The box's timezone.

Still stuck?

Collect these from the screen's page before you contact support: the screen's name, its status and last check-in, and the Device panel details (model, player version, OS). A screenshot of what's on the TV helps too.

What's next