Display Shows as Offline
A screen that used to check in with easyCMS has stopped reporting in. Work through power, the network, the device clock and the CMS address, in that order.
A screen that used to work has stopped checking in. Players call in every few minutes, so “offline” only means one has not called for a while; it may still play from its own storage. Never worked? See A New Display Is Not Showing Up.
Check in Studio first
My screens shows Offline and “last seen …”. On Details, What happened lists events such as “Lost its internet connection for …” or “Switched off or lost power, then started again”.
| Last seen | Where to look |
|---|---|
| Minutes ago | Not really offline: check the content or schedule |
| Hours or days ago | Power or network at the site: fixes 1 and 2 |
| About a month, and it went in about a month ago | The player licence: see Player Licence Problems |
(In the advanced editor: Last accessed on Displays.)
Fixes, most likely first
- Power and input. Check the light on the player box, not the screen, and that the screen is on the right HDMI input. After a power cut, some players do not restart by themselves.
- The network. Try another device on the site’s internet. A guest Wi-Fi with a click-to-accept page keeps a player offline for good. Ask what changed: router, firewall, Wi-Fi password. If the device has a browser, load https://app.myeasycms.com: no login page means a network problem, not easyCMS.
- The device clock. A wrong date breaks the secure connection and looks like a vague network error. Set date, time and timezone to update automatically.
- The CMS address. After a reset or a settings change, check it is exactly
https://app.myeasycms.com, withhttps://and no trailing space. The address and key are in your welcome email.
Watch out Do not delete the display. Deleting is permanent, loses its name, schedule and history, and frees no licence. Need the licence elsewhere? Ask us to deauthorise it: that frees it, keeps everything and can be undone.
Still stuck? Send a support request
Send a support request with the screen’s name, its last seen time, and which of the four fixes you have tried.
Related articles: Display Is Online but Content Never Changes, Your Screen Stopped Taking New Content: Player Licence Problems, Network Requirements and Firewall Rules, Reading the Player Status Window