If you've published content through Signagelive but it's not showing up on your screen, don't worry. This common issue can usually be fixed by checking a few key things. You can follow this guide to troubleshoot the problem.
1. Check Player Status and Connectivity
First, let's ensure your media player is on, connected, and communicating with our servers.
Is the Player powered on? Check that the player is plugged in and that any power indicator lights are on.
Is it connected to the internet? Ensure the Ethernet cable is securely plugged in, or if you're using Wi-Fi, confirm it's connected to the correct network. A stable internet connection is crucial for the player to perform a content check, which is how it downloads new content you've published.
Is the connected display powered on and plugged into your device? If you are using an external media player to power your signage, you will want to ensure that the your output display is also powered on and connected to the player
2. Reboot Your Player
One of the quickest and most effective troubleshooting steps is to simply restart your player.
A reboot forces the player to perform a content check as soon as it comes back online. This will prompt it to download the latest content you've published. To do this, simply unplug the player from its power source, wait about 30 seconds, and then plug it back in.
3. Verify Your Content's Size and Bitrate
The issue might be with the media files themselves if the player is online but still not showing the content. Oversized or improperly formatted files can prevent a player from displaying them correctly:
File Resolution: Is your image or video resolution larger than your screen's output? For example, a 4K video (3840×2160 pixels) might struggle to play on a standard HD screen (1920×1080 pixels). Always try to match your content's resolution to the screen's native resolution.
Video Bitrate: The bitrate of a video affects its quality and file size. A bitrate that's too high can overwhelm the player's processing capabilities. We recommend keeping video bitrates below 6000 kbps for optimal performance. You can check and adjust this using video editing software.
4. Confirm the File Format is Supported
Different media players support other file formats. If you use an unsupported format, the player won't be able to recognise or play the file.
Please review the list of supported file formats for your specific player model to ensure your content is compatible. Standard supported formats often include:
Images: JPEG, PNG
Videos: MP4 (using the H.264 codec)
Using formats like MOV or WMV may cause issues on certain players.
Still Having Trouble?
If you've worked through all the steps above and your content still isn't appearing, our Support Team is here to help.
To get the fastest resolution, please select "Talk to a Person" and provide the following two pieces of information in your request:
The Signagelive Serial Number of the player in question.
The Signagelive Network your player is registered on.
This information will allow our team to locate your player and diagnose the issue quickly.