Your Screen Stopped Taking New Content: Player Licence Problems

An Android, LG webOS or Samsung Tizen screen works for three or four weeks, then loops last month’s content and ignores everything new, with no error on the screen: its player licence check has usually failed.

Check in Studio first

In My screens the screen still looks healthy: it keeps checking in, so it shows Online. Open Details, then Technical details from the player, the player’s own status report, and read the Licensed line. A screen that has stopped checking in cannot answer, so read it at the screen instead (fix 1).

Two things called a licence

	Display licence	Player licence
What it is	What you buy from us, one per screen, used when you connect a screen	The commercial licence inside the player software on Android, ChromeOS, LG webOS and Samsung Tizen
Checked	Against what your account has paid for	Over the internet every 30 days
Windows	Needed	None: Windows players are never affected

One can be fine while the other fails. Display licences are covered in Display Licences and Authorisation.

Fixes, quickest first

Read the Licensed line at the screen. Open the player’s status window (Reading the Player Status Window has the key or button for each platform). true (FULL) or true (trial) is fine; false, or the word Unlicensed, means the check failed. On Android, the three-dot Menu on the Action bar also has Check Licence, which re-runs it on the spot.
Open the network to the licensing host. Nearly every failed check is a firewall that allows app.myeasycms.com and nothing else. The licence check calls a different host, so check-ins and downloads carry on and the screen looks fine. Give your IT team Network Requirements and Firewall Rules, and ask us for the exact hostname: it depends on your players.
Fix the device clock. A drifted clock fails the check too. Let the device set its date, time and timezone automatically.
Tell us if it stays unlicensed. Player licences are applied to your screens automatically: an Android screen gets one when it connects, a Samsung or LG screen as soon as its licence is paid. There is no code to type or send. If a screen still says it is not licensed a day after that, send us its name as My screens shows it. Fixing a licence never costs a support hour.

Watch out The firewall rule behind a failed check is usually written on installation day, a month before the symptom appears. The player never goes dark and you should not count on a warning on the panel.

A Samsung or LG screen that only had a trial

Samsung Tizen and LG webOS screens connected before checkout asked which kind of screen each licence was for got only the player’s free trial. When the trial ends, the check fails, and the screen may show Player Fault 1000: This display does not have a licence. Open Plan & licences in Studio: it says how many of your screens need a player licence and offers it at our cost, 79€ instead of 129€. Choose how many and pay. The licence is then applied to those screens automatically: there is nothing to do at the screen.

A new Samsung or LG screen takes the 129€ licence for Samsung Tizen or LG webOS, which includes its player licence. The licence included with your account covers a Windows, Android or ChromeOS screen, not a Samsung or LG one.

Retiring or replacing a screen

Situation	What to do
Screen retired for good	Tell us, naming it as My screens shows it. We deauthorise it, which frees its display licence at once, keeps its name, schedule and history, and can be undone. Ask us in the same request to release its player licence too: deauthorising does not do that on its own.
Moving to new hardware	Ask us to deauthorise the old screen and release its licence, then connect the new one with Add a screen in Studio, from the same internet connection as the screen. The old record holds no licence and is your way back.
Switched off for a season	Nothing to do. Leave it authorised and licensed, and it picks up where it left off.

We never delete a display to free a licence: deleting is irreversible, destroys the screen’s history and statistics, and releases nothing.

Still stuck? Send a support request

Send a support request with the screen’s name, the platform and a photo of the Licensed line.