Why is my screen showing offline?

most often, a screen shows as offline for one of these reasons the device isn't connected to the internet or wifi the screen or device is turned off it's not set to the correct input / source the fusion signage app isn’t running your internet is preventing the device from reaching our servers fusion signage is cloud based since fusion signage runs on the cloud, each screen needs an active internet connection to communicate with our portal and fetch content updates if your screen shows as 'offline', it’s almost always related to an internet or hardware issue at the installation site software vs hardware fusion signage provides the software only we don’t install or manage hardware we get plenty of calls asking about hardware issues and are happy to help when we can, but it’s important to remember hardware (screens, media players) and installation are handled by our extensive reseller network or your internal it team many hardware setups vary – this affects troubleshooting steps your installer or reseller knows their setup best they're your first go to for offline issues viewing hardware status history did you know you can see a 14 day history of your device’s online / offline status? just click the status column of your screen for more details you can find this on the deploy page for more info see here https //link com troubleshooting steps step 1 determine how your solution is set up the fusion signage app needs to be installed on a media player that media player could be internal built into the screen itself, also know as soc (system on chip) common with many commercial grade displays) external connected to your screen via hdmi or a similar cable how to figure out which one you have the easiest way is to contact your reseller, integrator, or installer – they'll know exactly how your setup was configured another way check the device fingerprint within the fusion signage portal you can see this by going into deploy and clicking on the devices name please note the device fingerprint can be a little overwhelming, if you're having a hard time understanding if it belongs to an external or internal media player (soc), reach out to support\@fusionsignage com au and we'll be able to help! finding the device fingerprint on your screen use your remote with the screen press ok or enter – if the fusion signage identity page pops up, you likely have an internal media player please note if your device is off or the app isn’t running, this might be misleading if you're still unsure physically peek behind the screen to see if a media player is connected and if you’re still uncertain, reach out to your reseller or installer – they’ll have the most detailed knowledge of your hardware setup can you see your content playing on the screen? if yes, skip to step 5 below step 2 is your screen / device turned on? it sounds simple, but often screens or devices aren’t actually powered on common reasons scheduled power on / off times power loss or unplugged cables someone turned off the screen external media players are off or disconnected how to check use the remote to press the power button look for a power button on the device itself if needed, unplug and replug to reboot if your device is off, it will have an offline status step 3 is content showing on the screen? yes if content is visible, your device is powered and the app is running the problem is probably your internet jump to step 5 no the device might be off or the app isn’t running let’s explore further step 4 is the screen on the correct source? make sure your display is set to the right input hdmi, displayport, or custom sources cycle through your inputs to see if fusion signage appears if you’re unsure what the correct input is, ask your installer or reseller step 5 is the fusion signage app running? this can be tricky, as devices handle app startup differently reboot the device look through menus for the fusion signage icon for external media players, you might need a remote or connect a keyboard / mouse to check if the app is running if it’s not running, try restarting the device step 6 check your internet connection most offline issues stem from internet problems ethernet cables plugged in or wifi connection the modem / router is on and working other devices on the same network are online the device isn’t too far from the router wifi passwords might have changed – they’ll need updating on the device if you are unsure about your network and how it was set up, please reach out to your reseller how to test wifi check network settings on your device confirm internet status in the portal (does the device now show as online?) try accessing a website using the device’s browser as a test, connect your device to a mobile hotspot if it comes online, your network’s likely the issue how to test ethernet make sure the network cable is still plugged into your screen or device check for activity lights (usually green or orange) on the network port – that’s a good sign the connection is active verify that other devices on the same network are working and have internet access if you're unsure, ask your it department or network admin if there have been any recent changes to the network setup step 7 check the time and date on your device incorrect time or date can cause security or sync issues if the time and date on your device are incorrect, it could cause security checks with our servers to fail if your internet connection is working, double check the time and date settings on your device for apps version v1 0 22 or v2 x x, you can view the current time and date directly in the fusion signage menu near your identity code since different devices have different menus, it’s a good idea to consult your device’s manual to find out how to check and set the time and date usually, this option will be under settings, accessible via your remote or media player controls step 8 match the identity code ensure your device’s identity code matches what's in the portal find the code in your dashboard under deploy navigate to https //app fusionsignage com au on the deploy section click on the screen name you will see the identity noted under the screen name check the code on the device (via app or settings) if the identity codes don’t match, it could mean you're checking the wrong screen you can search for the device’s identity code in the deploy section to see if it’s linked to your account if it’s not, delete the old screen with the incorrect code from your account and add the correct one displayed on your device if your device shows as online, then you’re all set step 9 are you running a legacy version of the fusion signage app? if you see 'legacy' listed under the app version in your deploy section, it means you’re running an older version of the app – this typically applies only to very old philips commercial grade panels this could be why your screen is showing as offline to fix it, you'll need to update the app manually while this process is a bit hands on, once updated, the app will automatically keep itself updated in the future step 10 contact your reseller / integrator / installer if you’ve gone through all these steps and your screen still shows as offline, it might be a hardware issue – like a faulty screen or media player your best move is to reach out to the person or company that installed your setup they’ll be able to help with on site troubleshooting, warranty claims, or hardware replacements looking for something else? we can’t wait to hear about it reach out to our sunshiney support and we'll be in touch in a flash