Seeing a message stuck on your screen can be frustrating. This guide is designed to help you quickly identify the meaning of any on-screen message, understand why it's there, and follow clear steps to get your content playing again.
Quick Navigation
Startup & Connectivity Messages
Activation & Registration Messages
Hardware & Firmware Messages
Hardware-Specific Codes
Startup & Connectivity Messages
These messages typically appear during the player's boot-up sequence and often relate to network or content sync issues.
"Checking the date-time is correct"
What it means: The player is connecting to the Signagelive Time Server to sync its internal clock.
Why it happens: This is a standard and essential part of the player's startup sequence.
What to do: No action is normally needed. If the player remains on this message for more than a few minutes, it indicates a network issue preventing it from reaching the time server.
"Resetting the date-time, your panel may automatically restart in a moment"
What it means: The player's clock was slightly incorrect and has been automatically updated.
Why it happens: This is a routine correction that occurs during the startup sequence.
What to do: No action is needed. The player will reboot if necessary and then continue with normal operation.
"The date-time is incorrect, please re-connect this panel to the internet..."
What it means: The player's internal clock is set to a very old date and it cannot connect to the internet to fix it automatically.
Why it happens: This occurs when a player has lost its time setting (e.g., after a long power outage) and also has no active network connection.
What to do:
Check the player's internet connection (both cable and Wi-Fi) to allow it to sync automatically.
If an internet connection is not immediately available, go to the device's own settings menu and manually set the current date and time.
"Unable to load saved configuration"
What it means: The player's locally stored configuration file has been corrupted.
Why it happens: This is rare but can be caused by a sudden power outage.
What to do: Simply ensure the player has an active internet connection. It will automatically re-download its configuration from Signagelive and resume normal operation.
"Getting player configuration"
What it means: The player has successfully registered and is now downloading its settings for the first time.
Why it happens: This is a normal, brief step during initial activation.
What to do: No action is needed. There are no known reasons for a player to get stuck on this message.
"Downloading content"
What it means: The player is downloading its media assets.
Why it happens: This occurs during initial setup and whenever new content is published.
What to do: If the player is stuck, it means it cannot download a media file. Investigate your network's firewall settings to ensure the player can download content from the Signagelive platform. SSL connectivity issues can also cause this.
Activation & Registration Messages 🆔
You will see these messages when activating a new player or re-activating an existing one.
"Confirming device support"
What it means: The player is performing a one-time check to ensure its hardware is compatible with Signagelive.
Why it happens: This is the player's very first attempt to contact the Signagelive platform.
What to do: If stuck on this message, the cause is a network connectivity issue. Check your firewall and general network settings to confirm the player can reach the Signagelive API.
"Registering with Signagelive"
What it means: The player is supported and is now attempting to add itself to your Signagelive network.
Why it happens: This is a normal step in the activation sequence.
What to do: This step is usually very fast. If it gets stuck, a simple player reboot should resolve it. If the issue persists, contact Signagelive Support.
"This player has been previously connected to Signagelive... ID: [Device ID]"
What it means: The player is already registered to a Signagelive network and cannot be activated again.
Why it happens: This occurs if the device was factory reset before being properly deactivated from your Signagelive network.
What to do: Log in to your Signagelive Network, find the player (using the hardware ID or its name), and formally deactivate the licence. The player will then automatically continue with its re-activation.
Hardware & Firmware Messages
These messages indicate a mismatch between the player's hardware or firmware and the Signagelive platform.
"A client update is required"
What it means: Your player's hardware is supported, but its firmware is out of date.
Why it happens: You are using a firmware version that is no longer compatible with the current Signagelive player software.
What to do: Please contact the Signagelive Support team, who will guide you through the process of updating your device's firmware.
"This device is not supported."
What it means: The player's hardware model has not been added to the list of supported devices on our platform.
Why it happens: The device may be a brand new model or a regional variant that we haven't encountered before.
What to do:
Carefully note the exact manufacturer and model details shown on the screen.
Contact the Signagelive Support team and provide them with this information so they can investigate adding support for the device.
Hardware-Specific Codes 💻
This section covers errors that are unique to certain brands of media players.
LG webOS 109 Error
What it means: The LG player cannot reach the required IP address.
Why it happens: This is a network connectivity issue. On some LG players, if there's no internet connection when web-based content is scheduled, it will show this error and will not try to reload your content until that content's scheduled duration has passed.
What to do:
Check the player's network connection, including ethernet cables and Wi-Fi settings.
Request a firmware upgrade from our team, certain firmware versions have been known to return this error