My scheduled content is not playing? | Signagelive Help Center

Experiencing a blank screen or missing content on your Signagelive display can be frustrating, especially when you are just starting out!

Don't worry, this article will walk you through the most common reasons why your content might not be showing and how to fix them.

As our platform is hardware agnostic, Signagelive supports numerous types of Media Players. While some troubleshooting steps are universal, we will also highlight any specific considerations for your player type in this article.

First Steps for ALL Players: Check the Hardware Basics!

Before diving into specific issues, let's cover some fundamental checks that apply to every Signagelive-powered screen:

Steps	Issue	More Details
Step 1	Would you happen to know if the Player is Powered On?	It might sound obvious, but ensure your Media Player or Smart TV is plugged in and powered on. Please be sure to look for any indicator lights on the device.
Step 2	Is the Screen turned on and on the Correct Input?	Please make sure the display screen itself is switched on. Could you confirm it's set to the correct HDMI input or internal source where your Signagelive player is connected? Sometimes screens switch inputs automatically or are manually changed.
Step 3	Is the Player Connected to the Internet (Network Issue)?	Signagelive players need an active internet connection to download and update content from our cloud platform. Check the Network Cable/Wi-Fi: Wired Connection: Is the Ethernet cable securely plugged into the player and your router/switch? Could you check for blinking lights on the Ethernet port, which usually indicate activity? Wi-Fi Connection: If your player uses Wi-Fi, please ensure it's connected to the correct network and the Wi-Fi password hasn't changed.. Firewall/Proxy: If you're on a corporate network, your IT department might have firewall or proxy settings blocking the player from reaching Signagelive. You may need to ask them to whitelist Signagelive's required ports and domains. Restart Network Equipment: Restarting your router or network switch can sometimes resolve temporary connectivity glitches.
Step 4	Do you know if the Date and Time on the Player are correct?	Incorrect date and time settings on your media player can prevent content from displaying, especially if scheduled for specific times. Check Player's Date & Time: Most players will automatically sync with network time (NTP), but sometimes this fails. Access your player's settings (often via a remote, keyboard, or web interface) and verify that the date, time, and timezone are accurate. Manual Adjustment: If automatic sync isn't working, try setting the date and time manually.

Second Steps for ALL Players: Check the Signagelive Basics!

Next, before diving into specific issues, let's cover some fundamental checks that apply to the Signagelive User Interface that may be a factor in content not showing:

Steps	Issue	More Details
Step 1	Has your Signagelive License expired, or is it Not Assigned?	Content won't display if your Signagelive license has expired or the player isn't correctly assigned to an active license in your Signagelive network. Check Your Signagelive Account: Log in to your Signagelive Network at login.signagelive.com. Navigate to Players. You can find your player in the list. Check the "License" column. Does it show an active license? Is it expired or displaying a warning? If it's expired, you'll need to renew it. If it's unassigned, allocate an active license to your player. Player Status: In your Signagelive account, check the status icon next to your player. Is it green (online), amber (offline/warning), or red (problem)? This gives you a quick visual cue about its health.
Step 2	Is Your Content Scheduled Correctly?	Using an account of User or above, go to: Network > Manage > Locate the physical player from the list that appears. Click on the player name and select the Content and Screen On/Off tab > Can you see the correct schedule listed here with a valid start and end date? If not, follow these steps to republish the playlist/layout.
Step 3	Is your Content Scheduled, but nothing valid is set to play?	If so, you will want to add a valid asset to your playlist. Once you save the playlist, it will automatically update to the player.
Step 3	Do you have a Screen Control schedule configured for your Player?	You can navigate to the Content and Screen On/Off tab, scroll down a little and confirm if the screen control schedule is set to turn your device off.
Step 4	Is your content encoded correctly?	While players may vary slightly in terms of which codec settings they support, your content must be 16:9 aspect ratio and no greater than 1080p unless you have a player that supports 4K playback. To resolve any encoding issues with your content, please review this guide.

Possible issues by player type

With the basics out of the way, we can now look at some of the more unexpected issues that could cause a black screen output for your current setup:

LG WebOS

Issue	More Details
System Firmware & Client	LG System Firmware (03.68.30): Certain firmware versions may cause your player to return black screens unexpectedly
Configuration Settings	Player Synchronisation: If you have added your player to a synchronisation group and then removed other devices from your network or that group, then your player may return a black screen until it is removed from the group as well PM Mode: Please ensure the device is configured to Screen Off Always - Settings > General > Power > PM Mode

SSP's & Tizen

Issue	More Details
System Firmware & Client	To work correctly with our application, Tizen panels must ideally be running firmware higher than 2040; failure to do so could result in a black screen.
Configuration Settings	Player Synchronisation: If you have added your player to a synchronisation group and then removed other devices from your network or that group, then your player may return a black screen until it is removed from the group as well Screensaver Mode (Tizen Only): For Tizen 7.0, it has been reported that your display may switch to the Screensaver option. Please disable this locally using the on-board menu to ensure it does not interrupt content playback - On Screen Display > Screen Protection > Screensaver to disable (Default is OFF)

Brightsign 3,4 & 5

Affected Area	More Details
System Firmware & Client	Please review this article for known limitations impacting Brightsign devices using older firmware
Configuration Issues	Player Synchronisation: If you have added your player to a synchronisation group and then removed other devices from your network or that group, then your player may return a black screen until it is removed from the group as well External Display is turned off: First, confirm your display status using the System tab. Screen Status will tell you the displays last known state (On/Off). Next, confirm with a remote control that the display is turned on by pressing the power on button. Your device should turn on and output content.

Electron / PC Appliance

Affected Area	More Details
System Firmware & Client	PoP / Memory Issue: Although not strictly related to firmware, it is worth noting that the earlier Signagelive clients were impacted by a way we upload Proof of Play data. The end result was that the device would crash and return a white screen. This has been resolved since 2.0.1. We recommend that you contact our support team about upgrading your client
Configuration Settings	*Network Adaptor is invalid:* Your client may return a black screen because the player is on a different adaptor than the one cached by your client. If this is the case, please set up remote desktop tools, and our team will be happy to resolve this issue for you.

Sony

Affected Area	More Details
System Firmware & Client	Player Synchronisation: If you have added your player to a synchronisation group and then removed other devices from your network or that group, then your player may return a black screen until it is removed from the group as well
Configuration Settings	No known issues at this time

ChromeOS & Flex

Affected Area	More Details
System Firmware & Client	Player Synchronisation: If you have added your player to a synchronisation group and then removed other devices from your network or that group, then your player may return a black screen until it is removed from the group as well

Iadea / Enhanced SMIL

Affected Area	More Details
System Firmware & Client	If your player is not showing content for this player type, firmware is a fundamental reason. Use this page to get the latest version of firmware

If you find that the content on your player is still not showing on your given player type, you can contact our support team at [email protected] with your current details, and we can help troubleshoot your digital signage setup.

Setting up your BrightSign Series 3 or Series 4 device

How to Synchronise Your BrightSign Players

How to synchronise your LG Player

How to synchronise your Samsung Player

How to synchronise your ChromeOS Players