FAQ -Frequently Asked Questions

Why has my player become "Unreachable"?

When a player becomes "unreachable", it generally means that the device is either not connected to the internet or has been powered off/ unplugged. The player relies on a stable internet connection to function properly, and if it loses that connection or is turned off, it will appear as "unreachable" on your system.

For detailed troubleshooting steps, please refer to our guides on power cycling and internet connection troubleshooting.

If these steps don't resolve the issue, please contact customer support for further assistance.

My screen has frozen / My content is displaying incorrectly—what can I do?

If your screen has frozen or content is displaying incorrectly, it’s often due to content files not meeting recommended specifications. Here are some troubleshooting steps to help resolve these issues:

Check Content Specifications:
Ensure that your content files meet the required specifications. Files with bitrates higher than recommended can place excessive demand on the system, leading to lag or freezing. Stick to the suggested bitrates to maintain smooth playback.
Verify Aspect Ratios:
For the best visual experience, make sure your content adheres to aspect ratio guidelines. Files with incorrect aspect ratios may not display as intended or could cause display issues.
Regularly Monitor Content:
We recommend regularly reviewing your content to ensure it meets all guidelines and specifications. This proactive approach helps avoid unexpected disruptions.
Power Cycle the Device:
If your screen remains frozen after verifying your content, try power cycling your device. Turn it off, wait a few seconds, and then power it back on. This can refresh the system and help restore normal functionality. Additionally, you can refer to our power cycle troubleshooting guide.

For additional support, please consult our Content Specifications Guide or reach out to our support team.

Can I add the same Schedule to multiple items?

To apply the same schedule to multiple media items, we recommend creating a sub-playlist. Here’s how it works:

Create a Sub-Playlist:
Begin by creating a sub-playlist and add all the media items you want to schedule together into this playlist.
Assign the Schedule to the Sub-Playlist:
Once all the desired media items are in the sub-playlist, you can assign the schedule to the entire sub-playlist instead of scheduling each item individually. This method ensures that the schedule applies consistently to all items within the sub-playlist.

Using a sub-playlist makes it easy to manage schedules across multiple items and provides flexibility if you need to make updates later. For detailed instructions on creating and scheduling sub-playlists, please refer to our Scheduling Content Guide .

If you need additional help, feel free to reach out to our support team.

How do I preview my content before syncing with the player?

Before sending a playlist to your device or before updating your device with new content, you can preview your media items by clicking on the media settings

My playlist is full of unused media, what can I do?

When your playlist is overloaded with old media that is no longer relevant, the purge button is a useful feature that allows users to remove outdated media items from their playlists. It specifically targets media with past scheduled dates, helping to clean up and streamline your media library by eliminating content that is no longer relevant.

I would like to use templates on my player, how do I access this?

The template tab is an add-on feature, available upon request, that enables additional content customization, like dividing content into sections. To activate it, please contact us, as the feature must first be assigned to your account through the web portal.

Can I duplicate a playlist?

Yes, you can duplicate a playlist. From the playlists tab, click on the "Add" button in the left window pane and choose “Duplicate” from the dropdown menu. You’ll be prompted to select the playlist you wish to copy and assign a name to the new playlist. This feature helps create a similar playlist for different locations or players.