Screen Showing “Offline”: How to Troubleshoot Connectivity Issues

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by Santino Scibelli
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This article will go through how to troubleshoot if you see your screen shows "Offline" at https://studio.screencloud.com/screens

Table of contents:

How to tell if your ScreenCloud device is connected

What to do if your screens are not showing content?

What to do if your screens say "Offline", but are showing content?

Why does my screen say "Offline"?

 

How to tell if your ScreenCloud device is connected

To tell if your ScreenCloud device is playing content, log in at https://studio.screencloud.com/ and select “Screens” from the left-hand menu. Next to each individual screen in your account, there's a small indicator that will be green or grey. 

Here are the two modes to look out for and what they mean:

Green indicator displaying "Live": your screens are connected and playing content, successfully connected to ScreenCloud's server. 

 Screen_Shot_2019-09-17_at_10.55.01_PM.png

Grey indicator displaying "Offline": either your screens are showing cached content in offline mode (supported by most devices) or they are not connected to ScreenCloud's server. 

Screen_Shot_2019-09-17_at_11.06.44_PM.png

 

 

What to do if your screens are not showing content

To get your screen connected again, try these tips:

 

1. Turn everything off and on again

Try rebooting your Smart TV, or TV screen and media device as some devices are known to drop connections after a long time.

 

2. Check the WiFi and network

If you have lost your WiFi connection this may be why the screen is not connected or receiving new content. Check the WiFi is working correctly to rectify this.

If you want to ensure a more reliable link, you may want to use LAN over WiFi. However, if you do have a poor WiFi connection, the ScreenCloud player can run offline with some players. To learn more about different internet setups for your devices and troubleshooting with ScreenCloud by clicking here.

Please note that all streaming apps such as YouTube, Vimeo, and Live news will not work in Offline mode and will be skipped over within the playlist.

 

3. Place your media device closer to the router

Devices such as the Amazon Fire TV Stick may come equipped with an HDMI extender which allows you to place your device closer to your router which may help with signal strength.

You can also purchase an HDMI extender such as this one which is compatible with all HDMI devices such as the Amazon Fire TV Stick. 

 

4. Unpair and then re-pair your screen

To unpair your screen, log in at https://studio.screencloud.com/screens, click on the three-horizontal dots for the drop-down menu and select "Delete screen".

Screen_Shot_2019-09-17_at_10.45.11_PM.png

Confirm that you want to delete the screen.

Screen_Shot_2019-09-17_at_10.46.28_PM.png

Next, reboot your device and ScreenCloud on your TV screen and when the pairing code is showing, go back to Screens - Add Screen and enter your 6-digit pairing code and the screen name. You can also follow ScreenCloud's support article on how to add or delete screens by clicking here.

Please Note: While devices have been tested to run for extended periods of time for digital signage, any media or technology device running for an extended period without being rebooted will commonly run into normal issues.

This includes, but is not limited to, disconnecting from WiFi, playback issues for media, automatically restarting or rebooting, and lagging while transitioning through content. Devices have processors and drivers that will need to be restarted on occasion, including the need for apps to be restarted, such as ScreenCloud, every once in a while. 

For some digital signage devices we support, you can set up a daily reboot for the ScreenCloud player app. You can do this on a range of devices by using your keyboard to right-click and hit "Settings" or click anywhere while viewing the player, use your TV/device remote to toggle-right, or click your TV/device remote "Settings" button while viewing the ScreenCloud player on the screen to bring up the ScreenCloud player menu. Look for the option "Daily Reboot", if available, and set this up for your device to automatically restart the ScreenCloud app daily. 

 

What to do if your screens say "Offline", but are showing content?

One of ScreenCloud's features is that it can cache/store offline media on the device you're using to run the ScreenCloud digital signage app. For example, if you're running the ScreenCloud app on an Amazon Fire TV Stick and it disconnects from the internet or your location has a network outage - the device will continue to run content from ScreenCloud to avoid disrupted service. Please note, the app will only play certain apps that can cache and only local content you've uploaded into the Media Library (i.e. images, videos, and graphics). Please follow instructions here for getting your screen back online or if you're having any trouble click here to view how to clear the cache for the ScreenCloud player on your device.

 

Why does my screen say "Offline"?

It is common that once in a while you could have a device which appears as "Offline" in your ScreenCloud account. There are multiple reasons that this can commonly happen, including:

  • Poor/unstable internet connection
  • Device disconnecting from the internet
  • Distance your device is from the wireless router or internet access point
  • Device staying on for an extended period of time with no reboots 
  • Device un-paired from your ScreenCloud account, showing a pairing code on the TV screen

 

 

If you have any additional questions on troubleshooting connectivity issues, or any other questions or feedback about ScreenCloud, feel free to reach out to our support team at support@screencloud.com or give us a call at our toll-free support line at +18885575335.

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