My Offline Device Has A Blackscreen

Introduction

This guide is designed to help you diagnose and resolve issues with a previously functioning device that has gone offline and stopped displaying content. These outages are commonly linked to connectivity loss during an active brightness schedule, which can leave the screen dark even though the device is otherwise operational. 

Issue Description

A previously provisioned device with an existing schedule is offline and not showing any content. This usually occurs when a device loses connectivity while a brightness schedule is active.

Troubleshooting Steps

1. Power cycle the device. 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, continue to step 2.
   • If the device does not display anything, see My Offline Device Has A Blackscreen. 
2. Re-establish device connectivity. Open the Videri Mobile app and reprovision the device. For guidance, see Provisioning with the Videri Mobile App. After reprovisioning, all functionality should be restored and the device should resume playing content.
   • If the app is not locating the device, delete the device profile and try to provision the device again. The "delete profile" button can be found at the bottom of the device 'Advanced Settings' screen.
     • After deletion, attempt to provision the device again. If the app is still not locating the device, contact support for further assistance.
   • If the device does not resume playing content after reprovisioning, or if nothing is being shown on screen during reprovisioning, continue to step 3.
3. Check device display status. Navigate to the "Devices" page and open the device drawer to check display status.
   • If the device is reporting "brightness off", adjust the brightness setting. For guidance, see Modifying Device Display Settings. Wait a few minutes to see if content resumes playing. If content does not resume playing, continue to step 4.
   • If the device is reporting "content playing", click the button in the upper right corner of the drawer. Wait a few minutes to see if content resumes playing. If content does not resume playing, contact support for further assistance. 
   • If the device is reporting "blackscreen", contact support for further assistance. 
4. Confirm that there are no active brightness schedules. Open device Advanced Settings and check if there are any active brightness schedules. If there is an active schedule causing the device brightness to be off, disable, modify, or delete the schedule. For guidance, see Brightness Scheduling.
   • Wait a few minutes to see if content resumes playing. If content does not resume playing, contact support for further assistance.

Conclusion

If you’ve completed all troubleshooting steps and your device has not resumed playing content, our Support team is here to help. Collect any observations from the steps above and share them when you reach out. This information will help us diagnose the issue more quickly and get your device up and running as soon as possible.