Why is my screen showing as offline?
If a screen appears offline, it simply means it hasn't communicated with the Imagine platform for a period of time.
The most common causes include:
- An internet connection issue
- The display or media player has been switched off
- A local network outage
- The player is restarting
- Power has been interrupted
Even if a screen is offline, it will usually continue playing previously downloaded content until the connection is restored.
Why isn't my new content appearing?
There are several reasons why recently published content may not appear immediately.
Check that:
- The content has been published.
- The correct screen or screen group has been selected.
- The campaign schedule is active.
- The player has an internet connection.
- The media has finished downloading.
If everything appears correct and the issue persists, our support team will be happy to assist.
Why is my video not playing?
This could be caused by several factors, including an unsupported video format, a damaged file or an incomplete download.
In most cases, simply replacing the file or republishing the campaign resolves the issue.
If the problem continues, our team can help identify the cause and recommend the best solution.
Why is my screen showing old content?
This usually indicates that the player hasn't yet received the latest updates.
First, check that the screen has an active internet connection and is communicating with the platform.
Once connected, the player will automatically synchronise and download any outstanding content or schedule changes.
What should I do if my player stops responding?
Start by restarting the player.
Many temporary issues can be resolved with a simple restart.
If the problem continues, check that the player has power, is connected to the internet and is running the latest version of the Imagine Player.
If further assistance is required, our support team can help investigate the issue.
Why is my screen black?
A black screen doesn't always indicate a software problem.
Common causes include:
- The display has been switched off.
- The incorrect input source has been selected.
- A loose HDMI cable.
- A power issue.
- The media player isn't running.
- A display hardware fault.
If you're unsure, we'll help you determine whether the issue relates to the display, media player or local infrastructure.
My screen is online but nothing is playing. What should I check?
If the player is online but the screen is blank or idle, it's worth checking:
- That an active campaign has been assigned.
- The campaign dates and times.
- The selected playlist.
- Playback schedules.
- Screen orientation settings.
- Layout configuration.
These checks usually identify the cause within a few minutes.
Why isn't my screen updating automatically?
Automatic updates rely on the player communicating with the Imagine platform.
If updates aren't being received, check the internet connection and confirm the player appears online within the monitoring dashboard.
Once communication has been restored, any outstanding updates will be downloaded automatically.
Can I restart my player remotely?
Yes, where supported by the hardware.
Many compatible players can be restarted remotely, allowing minor issues to be resolved without visiting the site.
This is particularly valuable for organisations managing multiple locations.
How do I know whether the problem is the screen or the player?
The quickest way is to determine whether the display is receiving a signal.
If the television or commercial display powers on normally but no content appears, the issue may be related to the player or input source.
If the display itself won't switch on, the problem is more likely to involve power or the display hardware.
Our support team can help guide you through these checks if required.
My content looks stretched or distorted. How can I fix it?
This is usually caused by an incorrect screen orientation or display resolution.
Checking the display settings and ensuring the correct content has been assigned to the appropriate portrait or landscape layout will usually resolve the issue.
Why are my downloads taking longer than expected?
Download times depend on:
- Internet speed
- File size
- Number of files
- Network traffic
Large video files naturally take longer to download than images.
Once downloaded, however, playback is performed locally, so internet speed no longer affects screen performance.
Can I see what my screen is displaying?
Yes.
Imagine allows you to capture remote screenshots, making it easy to verify that the correct content is being displayed without visiting the site.
This is one of the quickest ways to diagnose content-related issues.
What information should I have before contacting support?
To help us resolve your query as quickly as possible, it's useful to provide:
- Screen name
- Store or branch
- Description of the issue
- Approximate time the issue occurred
- Any error messages displayed
- Photographs, where relevant
The more information you can provide, the quicker we'll be able to identify the cause.
How quickly can most issues be resolved?
Many common issues can be resolved remotely within a short period of time.
Problems relating to content, scheduling or configuration are often fixed without requiring a site visit.
If hardware replacement or on-site assistance is required, we'll work with you to restore your digital signage network as quickly as possible.
Do I need to reinstall the Imagine Player?
In most cases, no.
The majority of issues can be resolved without reinstalling the software.
Our support team will only recommend reinstallation if it's genuinely necessary.
How can I prevent problems in the future?
Regular monitoring is the best way to identify potential issues before they affect your screens.
We recommend:
- Monitoring screen status regularly.
- Keeping players connected to the internet.
- Using recommended hardware.
- Applying software updates.
- Reviewing reports periodically.
- Organising your content library.
These simple practices help ensure your digital signage network continues operating reliably.
Can your support team access my screen remotely?
Where appropriate, our team can use the platform's monitoring capabilities to investigate many issues remotely.
This allows us to diagnose problems quickly and often eliminates the need for unnecessary site visits.
What happens if hardware needs replacing?
If a hardware fault is identified, we'll advise on the most appropriate solution.
Depending on your equipment and warranty arrangements, this may involve repairing or replacing the affected device.
We'll help minimise downtime and ensure your digital signage network is back up and running as quickly as possible.
How can I contact support?
Our support team can be contacted using whichever method is most convenient for you.
Whether you prefer a telephone call, WhatsApp message, email or scheduled video meeting, you'll always be speaking to a real person who understands digital signage.
We're committed to providing friendly, responsive support whenever you need it.
What if I can't find the answer to my question?
No problem.
Every digital signage network is different, and occasionally you'll encounter a question that's specific to your organisation or deployment.
If you can't find the information you're looking for, simply get in touch. We'll be happy to help and, where appropriate, we'll even add new questions to this Knowledge Centre to help other customers in the future.
Still have questions?
Our team is always happy to help — book a demo or get in touch.