Find your problem below for the quickest fix, then follow the link if you need more detail.

Screens

The TV won't pair. Check the code on the TV against what you typed. Codes use letters and numbers but never 0, O, 1 or I. If you see "No screen is showing that code", the code may have changed: codes refresh every 24 hours. Pairing needs the admin or owner role. See Pair a screen.

A screen shows "Not responding" or "Offline". It has stopped checking in. Check the TV is on, the box has power and the network is up. See What screen statuses mean and Troubleshooting screens.

The screen is black. It may be outside its display hours, which is normal. Check Display hours and updates on the screen's page. If not, check its status and what's assigned. See Set display hours.

The screen shows a big clock. Nothing is assigned to it or its group. See Choose what plays on a screen.

The screen says "Offline, showing saved content". It lost its connection but carries on with what it saved. It catches up when it reconnects. See What happens when a screen goes offline.

The app doesn't start after a power cut. See Start the app automatically.

Times on a dashboard are wrong. The box's own clock is in a different timezone. See Fix the box's timezone.

Content

The screen shows old or unexpected content. A schedule or broadcast may be taking over, or the screen follows its group. See Why is my screen showing this?.

My change hasn't appeared. Did you save? Is approval on? See My changes aren't showing on screens.

A web page or dashboard is blank. See A web page or dashboard won't show.

An upload says "Couldn't process". Open the item to see why, then select Try again. Password-protected or damaged files can't be converted. Save a PowerPoint again as .pptx, or export it as a PDF. See Presentations and PDFs.

"That file is larger than the server allows" or "is over the 500 MB limit". Compress the video or split the file. See Supported formats and limits.

I can't delete something: "is still in use". Remove it from the screens, playlists, layouts or schedules listed in the message first. See Delete media.

A YouTube video or stream shows nothing. Screens need internet access for these, and some videos don't allow playing on other sites. See YouTube videos and live streams.

Account and team

I forgot my password. Select Forgot your password? on the sign-in page and we'll email you a link. If the email doesn't come, an admin or owner can give you a temporary password. See Forgot your password.

"Too many failed sign-ins." Wait 15 minutes, then try again.

I can't see a menu item or button. Your role doesn't include it. See Roles and permissions.

Alerts don't arrive. Select Send test next to the destination under Settings and read the result. See Set up alerts.

Before you contact support

Having these ready makes a fix much faster:

  1. The screen's name, and a link to its page.
  2. What you see on the TV, ideally a photo.
  3. From the screen's page: the status and "Last check-in" time under its name, and the Model, Player and OS in the Device panel.
  4. What you changed last, and when. The activity log helps here.

What's next