Problem: The screen displays material that you have not sent to the player.  Cause: The player or a channel has an offline material playlist.  The offline material is playing when there is no material for the player to show or when the Director or player is offline.  Solution: Send material to the player. If it does not update to the…

Problem: One or more slides show a pink box across all or part of the screen.  Cause: The pink boxes are intended to play a video, but the video could not be downloaded or the link/media was not supported.  Solution: Verify that the video can be downloaded from the link.  See the link and media requirements below:  .Mp4 format  H.264 / H.265 Codec  The video must be on…

Problem: The screen is black.  Cause: The screen is turned off or wrong source.  Solution: Confirm that the screen is turned on and the source is correct. Cause: The player has crashed or are having problems sending a signal to the screen.  Solution 1: Unplug the power cable and plug it in again.  Solution 2: Unplug the HDMI cable and plug it in…

Problem: The screen displays the message ”Screen #1”, or another number.  Cause: The player is not registered in Shoppa.  Solution: Add the player to a channel.   Problem: The screen displays the player name.  Cause: The player has no material to show, neither now nor scheduled in the future.  Solution: Send content to the player with “Start playing now” or the scheduler. 

Problem: The screen displays an eight-character alphanumeric code, in the style of “R8MEM9JG” for a longer period.  Cause: The director has not found a Shoppa client in the network.  Solution: Manually add the director to your Shoppa account.

Problem: The screen displays the message ”No network” for a longer period.  Cause: The player and the director have found each other in the network, but the director does not have access to the Shoppa services.  Solution: Confirm that the network being used has internet access.  Solution: Confirm that the system requirements are met. 

Problem: The screen displays the message ”Waiting for Director” for a longer period.  Cause: The player has a network connection but cannot find a director in the network.  Solution: Confirm that the director is connected to the network and turned on. Check network cable and whether network outlets are working properly.  Solution: Confirm that the player and director is connected to…

Problem: The screen displays the message “Waiting for network” for a longer period.  Cause: The player has no network connection.   Solution: Confirm that the player has a network cable connected. Make sure the network socket used is working (see if the LEDs on the network socket are flashing). Replace the network cable. Restart the…