My New Canvas Is Not Powering On

Introduction

This guide walks you through the most common reasons a new Canvas may appear unresponsive after installation. By following the steps below, you can quickly determine whether the issue is related to power, mounting, or device contact, and resolve it before reaching out to Support. Completing these checks helps ensure the device is correctly set up and can often restore functionality in just a few minutes.

Issue Description

After unboxing and installing a brand new Canvas, nothing is being displayed on the screen after it is plugged in.

Troubleshooting Steps

1. Confirm that the Canvas has no power. Unplug the power supply, wait a few seconds, and plug it back in. Observe the device. 
   • If the device displays the Videri logo briefly before transitioning to a black screen, see My Offline Device Has A Blackscreen. Please note that this is unlikely to happen with newly unboxed devices.
   • If the device does not display anything and is a V4 or V5 Canvas using an X-mount, continue to step 2. 
   • If the device does not display anything and is not a V4 of V5 Canvas, contact support for further assistance. 
2. Confirm that your V4 or V5 Canvas has contact with the X-mount. Gently move the Canvas up and down on the mount to ensure contact. Wait a few seconds to see if power is restored. If power is not restored, continue to step 3.
3. Confirm that your V4 or V5 Canvas is mounted properly. If your device is installed on a wall, remove the device and check to see if the arrow on the back of the device was facing down. If your device is leaning against a wall, ensure that the arrow on the back of the Canvas is facing up. 
   • If the arrow was in the wrong orientation, adjust the device and wait a few seconds to see if power is restored. 
   • If power is not restored, or if the arrow was facing the correct direction, continue to step 4.
4. Confirm that the mount can make contact. Remove the device from the wall, if needed. Confirm that the sticker has been removed from the center of the X-mount and that the plastic foil has been removed from the device mounting contact. Remove the sticker and platic foil if needed and replace the device. Wait a few seconds to see if power is restored. 
   • If power is not restored, please contact support for further assitance. 

Conclusion

If you’ve completed all troubleshooting steps and your Canvas still does not power on or display content, our Support team is here to help. Collect any observations from the steps above—such as whether the logo appeared, how the device was mounted, and whether contact points were clear—and share them when you reach out. This information will help us diagnose the issue more quickly and get your Canvas up and running as soon as possible.