Troubleshooting
The problems customers write to us about, and what to check first. Each section is linked from the pages it relates to.
The display is not showing what I published
Check, in this order:
- Did you publish? Edits are drafts until you press Publish changes. A card or page with an Unpublished pill still has a draft waiting. See Publishing changes.
- Is the display online? The pill in the display page header reads Online or Offline. An offline display picks the change up the next time it connects.
- Is the content scheduled for now? An item with a date range, a time of day or weekdays set only plays inside that window. Outside it the display shows the next item, or the default widget if there is nothing else. See Scheduling.
- Restart the player. On the display page open Manage device and press Restart. This reloads the Signital app on the device without rebooting it. See Manage a device.
The display will not pair
| What you see | What to do |
|---|---|
| The dialog says That code did not work | Read the code off the device again; codes change every 45 minutes. Check O against 0: the code never contains the letter O or the digit 0. |
| The dialog says the display is on an IP address it is not allowed to connect from | Your workspace has an IP allow list under Settings › General › Delivery. Add the device's network or clear the list. |
| The page on your phone says the code has expired or has already been used | Restart the Signital player on the device for a new code and scan it again. |
| The device stays on the code after the dialog closes | Check the device's network. If the device was connected to another display before, open that display and Disconnect it first. |
| No code appears at all | The device has no network. Fix the connection and reopen the player. |
The full pairing steps are in Connect a display.
The display shows Offline
A display is Online when its player has checked in within the last minute or two. Offline means it has not.
- Check the device has power and is on the network. A TV that has gone to sleep or a device that lost Wi-Fi shows as offline.
- If the device is clearly running Signital, open Manage device and press Restart once it reconnects. If it never reconnects, power-cycle the device.
- A display that has never connected shows Not connected rather than Offline on the Dashboard. It needs connecting.
The Dashboard's Needs attention card lists displays that were online and then dropped off. See Dashboard & Live Overview.
The display is blank or shows the Signital logo
Nothing is scheduled for right now.
- If the plan is empty, add content and publish. See Add to plan.
- If the plan has items but they are all scheduled for other times, either widen a schedule or set a default widget under Settings › General › Playback defaults. The default widget plays whenever nothing else does. See Playback defaults.
- Check the workspace time zone under Settings › General. Schedules follow it, not the device's clock.
The display says the subscription is inactive
The workspace's subscription has lapsed, and every display in it shows a notice instead of content. Go to Settings › Plan & Billing, add or update the payment method, and press Renew subscription. Displays resume by themselves once payment succeeds. See Plan & Billing.
Analytics shows nothing
- Analytics is a Business plan feature. On Standard the page shows a lock.
- On Business, the Proof-of-play analytics switch under Settings › General must be on. Displays only start logging after it is turned on.
- Figures for a day appear the following day, after the nightly roll-up. Today's total is updated hourly.
See Analytics.
A video will not play
- Check the file is one of
.mp4,.webmor.mov. Other formats are rejected at upload. - Videos encoded with HEVC, also called H.265, do not play on many TVs. Re-encode as H.264 and upload again.
- A 4K video on a Full HD display is scaled down by the player, but a weak device may stutter. Upload a 1080p version for those displays.
Contact support
Write to support@signital.com. Include the display's name, its Connected with platform from the Device details card, and what the display is showing.