The display is black or shows no picture
A display stays black or shows nothing you recognize.
- For
- anyone standing in front of a display that stays black
- Prerequisite
- none. For the checks in the portal, access to the display.
- Where in the portal
- Displays › display › Overview
On this page
Most of the time the cause is simple: the TV is on the wrong input, a cable is loose, or the TV is in standby. Work through the causes from the top, the most common first.
First, look at the display page
Open the display in the portal. On the Overview tab, the status says whether the device reports in, the second line says what the TV shows, such as Showing nothing or No cable, and a warning band at the top names the problem. A device can be Online and still show no picture, so read all three.
The TV is off or on the wrong input
Check whether the TV is switched on and set to the HDMI input the player is plugged into. Press the Source or Input button on the remote control and choose that input. If people keep switching the input, lock the TV's buttons, see Set up the TV for all-day use.
A cable is loose
Check the HDMI cable at both ends and the player's power supply. Plug them in firmly and wait a minute, because the player needs that long to start. If the portal shows No cable, the player detects no TV at its connector. Try another cable, and connect the player directly, without a switch or adapter in between.
The TV is in standby
If the warning band says This display shows no picture and mentions standby, someone switched the TV off. Open the Screen tab and click Turn on in the Turn the screen on and off card, or use the remote control. If the TV keeps switching itself off, see The TV switches off, or the picture is cut off.
The display software has stopped
The warning bands Display output hung, This display shows no picture, or Display is starting up for more than a minute mean the player runs, but its picture doesn't. In the More menu at the top of the display page, choose Restart …. The whole device restarts, and the picture is gone for about a minute. On a web display, reload the page in the browser instead.
The second TV of a Player Pro stays black
Check the cable and input of the second TV first. If it says No display is set up for this screen yet, the player belongs to you, and only the display for this TV is missing. Click Create second display on the device page, or follow Pair a display.
It isn't black, it shows a message
| What you see | What it means | Where to continue |
|---|---|---|
| Off air with a time | A planned blank period, not a fault | Schedule off-air time |
| Your logo, or No active scene | Nothing is assigned or planned for now | Content doesn't appear or is out of date |
| A pairing code | The device isn't paired yet | Pairing doesn't work |
| A setup card with a QR code | The device has no network | Connect to the network: cable, Wi-Fi, company network, time |
| Service not reachable, Permanently offline, or Connection closed | The display can't reach us, or was disconnected on purpose | A display shows Offline or Delayed |
All messages are explained in The pairing screen and other messages on the display.
If nothing helps
Contact support. On a player, the report from the service menu tells us the most: open it with OK pressed five times on the remote control, and send us the QR code under Info › Report to your phone. See Support: where to turn and what to send.
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