A New Display Is Not Showing Up or Says It Is Awaiting Approval
Two unrelated faults arrive as one complaint. Tell them apart, claim a screen that is waiting with Add a screen in Studio or Add a display, or fix a player that never reached easyCMS.
Read what the screen says first:
- “Awaiting authorisation”: the player registered and is only waiting to be claimed.
- Nothing, “cannot register” or “cannot reach the CMS”: it never got that far. Check the address, key and network.
If the screen worked before, see Display Shows as Offline instead.
The player is fine. It just has not been claimed yet.
The screen says it is awaiting authorisation
Not connected yet. In easyCMS Studio, open Add a screen and press Connect. A player that has not checked in since may still show Xibo’s older text, …awaiting Authorisation from an Administrator. You do not need an administrator. Until claimed, the player holds no licence and shows nothing. Leave it switched on.
In Studio:
- On a phone or laptop on the same internet connection as the screen (the same Wi-Fi, not mobile data), open My screens and tap Add it now, or open Add a screen.
- Pick your kind of screen, then I’ve done this before, skip ahead.
- Sign in, type a name for your screen and press Connect.
Add a display on our website works the same way. Both match your browser’s public address against the player’s, and list at most ten unclaimed screens that checked in within the last half hour. Where two look alike, each shows the last four characters of its MAC address (or ID), to match against the player’s status window. The screen starts playing at its next check-in. You never open the CMS’s own authorisation screen.
Your screen is waiting to be claimed. Open this from a device on the same internet connection as it.
The list is empty
- You are on a different connection: mobile data, or a separate guest network. Join the screen’s network and reload, or ask us to connect it.
- The screen has not checked in recently. Restart the player, then reload. That display is no longer available to claim. means it dropped out of the list, or is already claimed.
- Self-enrolment is switched off. Display self-enrolment is not enabled. means it is switched off at our end, not on your login. Tell us and we will look at it.
The screen never registered
Check three things on the device.
- The CMS address: https://app.myeasycms.com in full, no typo, no trailing space (a pasted space is invisible and fatal).
- The CMS key: exactly as in your welcome email, the only place it exists. easyCMS logins are not administrator accounts and cannot open the CMS configuration. If the email has gone, ask us rather than guessing.
- That the device is online: load https://app.myeasycms.com in the device’s own browser. No login page with a valid padlock means a network problem.
On Windows, both are set in Player Options, not in the player.
The device clock
A wrong date or time makes every certificate look invalid, so the connection fails without saying why. Set the date, time and time zone, then restart the player. A deep-inspection proxy fails the same way: see Network Requirements.
More screens than licences
One screen, one licence. With every licence in use, the screen still connects: Add a screen says it runs on a free 7-day trial, then switches off unless you add a licence.
Buy another lifetime licence in Studio under Plan & licences. It covers the screen as soon as the payment goes through, and a screen already switched off comes back on by itself.
Only the plan’s own limit stops a new screen: 5 screens on Standard, 25 on PRO. Then you see Your Standard plan covers up to 5 displays and they are all in use. Upgrade to PRO or ask us about Enterprise.
Watch out To free a licence from a retired screen, tell us it is retired and we deauthorise that display. We never delete it to free a licence: deleting is irreversible, throws away the name, schedule and history, and does not release the commercial player licence an Android, LG webOS or Samsung Tizen screen carries. We hold those centrally and release them in the same request.
Still stuck? Send us a support request with a photo of the player’s status window and we will connect it from our side.
Related articles: Adding a New Display to Your Account, Display Shows as Offline, Connecting Your First Display, Display Licences and Authorisation