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This guide will help you diagnose and resolve common issues related to content not displaying correctly, failing to update, or not syncing to your Signagelive players.
Why is my screen blank, black, or not showing any content?
A blank or black screen is usually the result of a few common issues. Follow this checklist to find the cause:
Check Physical Connections:
Ensure the screen/display is powered on.
Confirm the media player is powered on and has a solid power light.
Verify that the video cable (e.g., HDMI) is securely connected to both the player and the screen.
Ensure the Ethernet cable is plugged into the box (if applicable)
Ensure the Wi-Fi light is stable (if applicable)
Check Player Connectivity:
Log in to the Signagelive platform and navigate to your player list
Check the Last Content Checked for the player in question. This should be up to date with no missed events
If the player appears to be missing multiple content checks, then this suggests the device is offline. Begin by investigating a clear connection to our service using this whitelisting guide here
Content or Publishing Issue:
A screen can turn black if there is an error with the content it's trying to display (e.g., a corrupted video file or a webpage that cannot load)
To test this: Try publishing a simple, known-good piece of content, like a single JPG image, to the screen. If the image appears, the problem lies with your original content.
Reboot to force a content check:
From the Connectivity tab in the Signagelive dashboard, select the player and trigger you device to reboot at the next content check
Once it's back online, your player will automatically perform a content check to prompt an immediate download of the latest configuration file associated to its licence.
My content has not synced or updated after I published it. What should I do?
When new content doesn't appear, it's typically a syncing delay or a download problem.
Our service checks pending changes: Confirm this job has been processed using your Network Queue page (Reports > Queues), confirm no reference to your playlist, or player is visible here.
Allow Time for player Content checks and on-site download speeds: Players regularly check in with the Signagelive server (Connectivity Tab > Content Check). Wait for at least one complete check-in cycle to see if the content updates.
Confirm the Player is Online: Check the Last Content Check on the Signagelive platform. An offline player cannot download new content.
Check Player Storage: If the player's local storage is full, it cannot download new assets. In the Signagelive platform, view the Player Details to check its available storage space. You may need to delete old content from your library to free up space.
Review Publishing and Scheduling:
Content Scheduling Assignment: Double-check that you published the content to the correct player(s) - Network > Manage > Select the player from the list > Content and Screen On/Off to confirm this
Schedule and Player time alignment: Ensure the start/end dates and times are correct (Content and Screen On/Off tab), and that it aligns with your players current timezone (Status tab)
Schedule/Asset validity: Confirm your assets in the live playlist or layout are set to play at the systems current recorded time, check the Assets tab and confirm that your expected content is listed here too
How can I resolve issues with content downloading or feeds?
If you have confirmed the player is online but content or feeds (like RSS or weather) are not updating, consider the following:
Feed URL Validity: If you are using a web feed (e.g., RSS, news), copy the feed URL and paste it into a web browser on your computer. If it doesn't load there, the feed source is broken and needs to be fixed.
Network and Firewall Restrictions: Corporate or guest networks can sometimes block access to the servers where content is stored (Content Delivery Networks). Contact your IT department to ensure that Signagelive’s required domains and IP addresses are whitelisted on your network firewall.
Unsupported Media: Ensure all video files, images, and widgets in your playlist are in a format supported by your specific media player hardware. An unsupported file can cause the entire playback to fail.
I'm trying to upload a new playlist or media asset, but the upload has stalled. How can I fix this?
This issue typically relates to your local computer or network connection, not the player itself.
Check File Size and Connection: Large media files can take a significant amount of time to upload, especially on a slow internet connection. Check your connection speed and be patient with large files.
Avoid Special Characters: Ensure your filenames do not contain any special characters (e.g.,
&, #, $, %, !, *). Rename the file with only letters, numbers, hyphens, or underscores and try uploading again.Try a Different Browser: Your browser's cache or an extension could be interfering with the upload. Try clearing your browser cache or using a different web browser (like Google Chrome or Mozilla Firefox) to perform the upload.