I have a black blank screen / There is no content showing on my screen / The platform is saying my screen is online but my screen is black
If your screen is showing a blank display and not presenting any content, there are several potential reasons for this. To help you identify and resolve the issue, please follow the troubleshooting steps outlined below.
Step 1
- Does the screen have a connection to the power source?
- Does the screen have an Internet connection?
- Test the device by connecting it to a mobile hotspot. If the content appears, this may indicate a network block at your current location. For guidance on addressing this issue, please consult our firewall document.
If you suspect that your network might be the source of the issue, a simple way to verify this is to connect your device to a mobile hotspot or an alternate network. Once connected, open the NowSignage app. If the content appears successfully, this indicates that there may be a restriction or blockage on your standard network.
Step 2
- Does the screen have the correct date and time in its system settings?
- Is the NowSignage application open and running on your device?
Note: The device Time/Date settings are not linked to your NowSignage account.
To verify these settings, exit the NowSignage app and navigate to the device's settings. You may need to use a remote control or connect a mouse and keyboard, depending on your device.
If you answered 'Yes' to both Step 1 and Step 2, you can continue following this guide for further assistance.
Step 3
- Does the screen have a playlist assigned to it (with content added to it)
- Does the schedule contain any blank time slots?
Important:
If your playlist is empty, the screen will have no content to display. Likewise, an empty schedule will also result in a blank screen.
It is crucial to note that the platform's scheduling feature depends on the device's date and time settings. If these settings are incorrect, the device may mistakenly allocate time to a blank slot, leading to a blank display. (See Step 2)
Further Reading: How To Create A Schedule
Step 4
- If the content contains images, does it meets NowSignage Dimension recommendations?
- Portrait = 1080px X 1920px
- Landscape = 1920 X 1080px
- Please refer to our Asset Guidance Document.
Caution: Uploading oversized content beyond the devices resolution capabilities, may cause your screen or device to fall offline over time.
TIP: You can check the dimensions of your uploaded images by selecting any thumbnail in the Content tab within your dashboard account.
If you have completed all the previous steps and the content is still not appearing on the screen, we recommend submitting a support ticket through your support dashboard. Please provide as much detail as possible about the issue you are experiencing. Include information such as the steps you have already taken, any error messages you may have encountered, and the specific device and software version you are using (if known).
This information will help our support team diagnose the problem more effectively. Once your ticket is submitted, our dedicated support team will review your request and reach out to you as soon as possible to provide tailored assistance and resolve the issue.