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Understanding On-Screen Error Codes and Messages

Ian Maison avatar
Written by Ian Maison
Updated today

This article aims to assist with troubleshooting player issues by clarifying the meanings of various onscreen messages, explaining why a player may become stuck on a particular message, and providing recommended resolution steps.

List of On-Screen Error Codes

LG

LG webOS 109 Error

A 109 error on your LG Media Player indicates an unreachable IP address, pointing to a network connectivity issue.

On webOS 4 devices (like the 22SM3G), if there's no internet connection when an iframe is applied, the system displays a 106 (local network disconnected) or 109 (IP address unreachable) error. Crucially, the media player interprets this error page as successfully loaded content. This means it will continue to display the error for the set duration without attempting to reload your intended content.


List of On-Screen Error Messages

On-screen Message

Troubleshooting Notes

Checking the date-time is correct

When your Signagelive media player starts, it first displays a "Checking Date and Time" message. This indicates the player is comparing its internal date/time with the Signagelive Time Server, based on your configured timezone.

What happens next?

  • Successful Check: If the check is successful, the player adjusts its date and time as needed. You might briefly see a "Date and Time Adjusted" message, and the device may restart.

  • Failed Check (Date after Oct 1, 2013): If the player can't connect to the Time Server, but its internal date is after October 1, 2013, it will still proceed to play content.

  • Failed Check (Date before Oct 1, 2013): If the player's internal date is before October 1, 2013, and it cannot connect to the Time Server, it will show a different message (Message 3) and stop.

Historical Issues (Now Resolved):

We've addressed two past issues related to this message:

  1. Screen Control Restarts: Previously, restarting some players while the screen was off due to screen control could cause this message to remain visible until the screen-off schedule ended. This is now resolved.

  2. SSSP D/E Range Proof of Play Logs: Certain SSSP D/E range players would get stuck on this message for several minutes after a reboot due to issues with large, unprocessed Proof of Play logs. This issue has also been resolved.

Resetting the date-time, your panel may automatically restart in a moment

If your media player's date and time are found to be slightly off during the initial check, they'll be automatically corrected. You'll then see a "Date and Time Adjusted" message, and the device might reboot.

After this, your media player should resume normal operation.

The date-time is incorrect, please re-connect this panel to the internet to automatically re-sync the date-time

This message appears only if both of the following conditions are met:

  • The player fails to connect with the Signagelive Time Server.

  • The device's configured date and time is older than October 1, 2013.

To resolve this, we recommend:

  1. Manually update the device's date and time to the current date and time, then attempt to connect again.

  2. Diagnose and resolve any connectivity issues preventing communication with the Signagelive Time Server.

Unable to load saved configuration

You'll only see this message if the player's stored configuration becomes corrupted, which can sometimes happen after events like unexpected power outages.

To fix this, simply ensure the device has an active internet connection. Once connected, it will automatically redownload the correct configuration, and your content should display on screen.

Confirming device support

In 2019, Signagelive updated its media player library to include a compatibility check before registration.

You'll see a "Checking Compatibility" message for new installations after "Checking date and time" and initial player settings. At this point, the media player attempts to connect to the Signagelive player API for the first time.

If your player gets stuck on this message, it's a strong indication of a connectivity issue preventing the player from reaching the Signagelive API.

Troubleshooting should therefore focus on confirming network connectivity and access to the Signagelive player API.

A client update is required

If your device passes the hardware compatibility check but runs unsupported firmware, this message will appear on screen.

In this situation, the Signagelive support team will assist you in updating your device's firmware to a supported version.

This device is not supported.

If your device passes the initial support check yet isn't a recognised model, this message will be displayed on the screen.

When this happens, our support team will ask for the exact manufacturer and model details shown on your screen. They'll then determine if the device should be supported. If so, they'll escalate this immediately to our development team, who will review the request and add support for the device as quickly as possible.

Registering with Signagelive

This message appears after a successful device support check, indicating your player is supported, has connected to our API, and is now trying to register as a new player.

While rare, a player might get stuck on this message if it was previously registered as one player type, then deactivated, and an attempt is made to register it as a different player type. Historically, this has mainly affected internal Tizen and macOS players during early development when player types changed between initial and final client releases.

It's also worth noting that before device support checking was implemented, connectivity issues often caused players to get stuck here as it was the first API request. However, that's no longer the case.

This player has been previously connected to Signagelive, please deactivate it to continue with re-activation. ID: [Device Hardware ID]

This message appears when a player attempts to register with Signagelive but is already active under an existing license.

You'll only see this if a device has been reset to a fresh install state after being previously activated. If the reset wasn't intentional (e.g., not done using our reset instructions or a factory reset), it might indicate an unexpected local device issue causing it to reset.

Our support team should:

  1. Note the exact device hardware ID.

  2. Determine its associated serial number.

  3. Deactivate and then reactivate it.

If the device resets unexpectedly, further investigation is needed to understand the cause.

Getting player configuration

This message typically appears only during a player's initial activation, after it registers and downloads its first configuration.

There are no known reasons for a player to get stuck on this message.

Downloading content

This message appears immediately after the player receives its first configuration and downloads media, typically an activation code.

A player might get stuck on this screen if it's unable to download its initial activation code image, possibly due to issues like SSL connectivity problems.

Historically, this message might have incorrectly appeared when a screen was off due to screen control while new content was downloading. However, this issue should now be resolved.

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