If you are experiencing black screens, device not pairing, device not powering up, not connected to network, etc., please follow the steps below for troubleshooting. These steps will commonly resolve 90%+ of the issues.
Networking: (This is the most common issue)
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This test will resolve most of the networking issues:
- Plug in USB Keyboard & Mouse to setup, change Wifi Network
- Try mobile hotspot
- Try different network (bring the device home or to another location)
- Other networking check:
- Plug in Ethernet cable to check make sure device is working fine with network
- Check network connection - open the "About" page from the Side Menu to make sure the device is connected to our servers. Without connection device cannot receive files, content updates
- If you have firewalls, make sure our servers are whitelisted.
Check power cables, HDMI & TV connections:
- Check devices is powered on and the LED light on the power button is on
- Try a different HDMI port on your TV
- Try a different TV, Monitor
Device is on, but start playing black screen:
- Check to make sure Device is not in OnHold folder - sometimes you may not have enough licenses on your account when ordering devices so your device is in the OnHold folder.
- Remove unused device or increase your subscription and move your device out of OnHold
- Check make sure there is playlist or other content assigned to your screen
- Follow the networking section to make sure the device is able to connect to our servers.
Screen color distortion:
- Try different HDMI cable, port, TV.
RMA Process:
Please try to go through and check the above common troubleshooting steps before submitting RMA.
Devices will be tested in RMA process, and if it's working normally, customer will be charged restocking fees.
- Device is within 12 months warranty period.
- Fill out this RMA form (with proof of purchase in the last 12 months)
- RMA request is reviewed within 3 business days
- New device shipping 3-5 business days to most places in the U.S
- Return the old device within 30 days
You can submit RMA request here.