Troubleshooting: where to start
Something is wrong, and you want to find the right page by what you see.
- For
- anyone who sees a problem and doesn't know where the cause is
- Prerequisite
- none
- Where in the portal
- Help › Open docs
On this page
Start with what you see, on the display or in the portal, and follow the link to the page for your case. If every display is down at once, check our status page first.
Every display is down at once
If all displays fail at the same moment, or you can't open the portal, look at szenera.com/status. It needs no sign-in and lists ongoing faults. If one is listed, we are already working on it.
By symptom
| What you see | Where to continue |
|---|---|
| The display stays black | The display is black or shows no picture |
| The portal shows Offline or Delayed | A display shows Offline or Delayed |
| New content doesn't appear, or old content stays | Content doesn't appear or is out of date |
| The TV switches itself off, or the edges are cut off | The TV switches off, or the picture is cut off |
| A video stutters, stays black, or has no sound | A video stutters or doesn't play |
| No pairing code, or the code isn't accepted | Pairing doesn't work |
| You can't sign in | Sign-in, password, and access |
| A button is grayed out, or an area is missing | No access, a grayed-out button, a locked area |
| A widget can't be placed, an app shows a status, or an app content or a data source reports something | When an app doesn’t work |
| A payment or an order doesn't go through | When a payment or order gets stuck |
| Analytics numbers are missing or look wrong | When analytics numbers are missing or look wrong |
| A colored band or a notice appears in the portal | Messages and banners in the portal |
By what the display shows
| On the display | What it means | Where to continue |
|---|---|---|
| Your logo | Nothing is assigned. | Assign a program to a display |
| Off air with a time | A planned blank time, not a fault | Schedule off-air time |
| A code with six characters | The device waits to be paired. | 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 |
| A fault message with a countdown | The display can't reach us. | A display shows Offline or Delayed |
| Connection closed with a reason | The display was disconnected on purpose. | A display shows Offline or Delayed |
Every message on the display is explained in The pairing screen and other messages on the display.
By platform
| Device | Where to continue |
|---|---|
| Samsung TV or panel | Set up Samsung TVs and Samsung panels (Tizen) |
| LG TV or panel | Set up LG TVs and LG panels (webOS) |
| Fire TV or Android device | Set up Fire TV, Signage Stick, and Android devices |
| Computer or tablet in the browser | Web display: a display in the browser |
Before you contact us
These checks often find the cause, and they give us what we need to help quickly:
- Status and last report. Under Displays, read the status and Last seen … of the display.
- Screenshot. On the display's Diagnostics tab, Screenshot shows what the display shows right now.
- Change log. Under Settings › Organization › Change log, you see who changed what and when, such as a removed assignment.
- Report from the player. In the player's service menu, Report to your phone sums up the situation as a QR code.
Then write to us with the name of the display and the time of the problem, see Support: where to turn and what to send.
Related
Was this helpful?