Screen Showing “Not Connected” – How to Troubleshoot Connectivity Issues

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by Santino Scibelli
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Hello and thank you for visiting our ScreenCloud Help Center. This article will go through how to troubleshoot if you see your screen shows "Not Connected" at https://signage.screen.cloud/screens

Table of contents:

Why does my screen say "Not Connected"?

How to get my screen back online

 

Why does my screen say "Not Connected"?

It is common that once in a while you could have a device which appears as "Not Connected" in your ScreenCloud account. There are multiple reasons that this can commonly happen, including:

  • Poor/unstable internet connection
  • Device disconnecting from the internet
  • Distance your device is from the wireless router or internet access point
  • Device staying on for an extended period of time with no reboots 
  • Device un-paired from your ScreenCloud account, showing a pairing code on the TV screen

 

How to get my screen back online

To get your screen that is showing as "Not Connected" back online, you can click on the "Not Connected" icon to view our steps for troubleshooting connectivity issues. You can also view how to get your screen back online by clicking here.

Not_Connected_Screenshot.png

Please Note: While devices have been tested to run for extended periods of time for digital signage, any media or technology device running for an extended period without being rebooted will commonly run into normal issues.

This includes, but is not limited to, disconnecting from WiFi, playback issues for media, automatically restarting or rebooting, and lagging while transitioning through content. Devices have processors and drivers that will need to be restarted on occasion, including the need for apps to be restarted, such as ScreenCloud, every once in a while. 

For some digital signage devices we support, you can set up a daily reboot for the ScreenCloud player app. You can do this on a range of devices by using your keyboard to right-click and hit "Settings" or click anywhere while viewing the player, use your TV/device remote to toggle-right, or click your TV/device remote "Settings" button while viewing the ScreenCloud player on the screen to bring up the ScreenCloud player menu. Look for the option "Daily Reboot", if available, and set this up for your device to automatically restart the ScreenCloud app daily. 

 

If you have any additional questions or concerns on troubleshooting connectivity issues, or any other questions or feedback about ScreenCloud, feel free to reach out to our support team at support@screencloud.io or give us a call at +1-415-449-5426, then follow the prompts to connect with support.

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