Troubleshooting the basics

The TV still shows the old board

1. Check that you edited the correct location and selected the correct screen.
2. Confirm the intended design is assigned and publish it.
3. Check for a takeover, manual override, or scheduled scene replacing the normal board.
4. Confirm the player has internet access and check the physical TV after it reconnects.

Screens says the player is offline

Offline means the portal has not received a recent check-in. The TV may still be showing cached content. Check the TV’s power, input, player app, and network connection.

If a device restarted, it may be sitting at its home screen instead of opening the player automatically. Open the player and verify playback. Test restart behavior on your specific device before the next event.

A pairing code does not work

Enter the current six-character code from the TV. Codes can expire, and a paired device may no longer accept an earlier code. Keep the player online and use the fresh code it displays.

Check that you are signed in to the intended organization and have the access needed to pair a screen.

A price or sold-out change reverted

Check whether the item is imported from Square. Square controls price and availability on sync, so an upstream value can replace a local edit. Also verify that another teammate has not changed the item and that the TV is connected.

A page or action is missing

Check your signed-in account, organization, selected location, and role. An operator’s navigation is different from an owner’s. Ask your organization owner to review access if needed.

Payment and integration controls also depend on platform setup and account status. Read the error message before retrying.

Prepare a useful issue report

Do not include passwords, pairing credentials, payment details, or private report links. Your organization owner can often resolve access and local setup questions.

• The page or action you were using and the exact error text.
• The location and screen name, time of the problem, and your time zone.
• Your device and browser, whether the TV is online, and what you expected to happen.
• Steps that reproduce the issue, with any private customer or account details removed.