FAQ
Devices
Section titled “Devices”My device shows as offline
Section titled “My device shows as offline”Offline means the device isn’t connected to the server. Check:
- Device power and network (Wi‑Fi or ethernet)
- Whether the network has internet access
- Trying again after a short wait (it may be a temporary drop)
If it stays offline, try restarting the device app or checking network settings.
Registration code doesn’t work / I can’t register
Section titled “Registration code doesn’t work / I can’t register”- The code format is XXXX-XXXX (4 digits, hyphen, 4 digits). Make sure you’re entering exactly what’s shown on the device.
- The code may have expired. Get a new code from the device app and try again.
- If you see “Device limit reached,” your plan’s device limit is exceeded. Check your plan and limit in Billing, then remove a device or upgrade.
Media and uploads
Section titled “Media and uploads”Upload fails
Section titled “Upload fails”- Check that the file format is supported (as listed on the upload screen).
- Very large files can take a long time or fail. Check your network and try again.
- Try refreshing the browser and uploading again.
Media in my playlist isn’t playing
Section titled “Media in my playlist isn’t playing”- In the Schedule menu, confirm that a schedule is assigned to the device and that there’s a rule for the current day and time.
- In the playlist editor, confirm that the media is actually in the playlist and that you’ve saved.
I changed the schedule but the device didn’t update
Section titled “I changed the schedule but the device didn’t update”Schedules sync when the device is online. If it was offline and comes back online, it will fetch the new schedule. If it still doesn’t update, check in Devices that the correct schedule is assigned.
I need more help
Section titled “I need more help”Contact the service operator or use the support or contact option in the site or app.