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Frequently Asked Questions

A collection of 15 articles
Common error messages
On the screen is pure Greek and you barely know what to do. But no worries! We have collected the most common error messages, what they mean and how to solve them quickly and easily. Should it still be the case that you still need assistans you are of course welcome to contact us and we will help you! Error: Cause Solution: Invalid access token The token to the key is need to be refresh Contact support@playipp.com with the screen id displayed on the screen No active data There is no content uploaded in the playlist. You need to upload content to the playlist. No available data No screen layout is connected to the media player. You need to connect a screen layout to the media player. The player has no channel or region connected No screen location is connected to the media player. You need to connect a screen location to the media player. Could not aquire activation code This usually means that the wrong version of PLAYipp has been installed. Check that the correct software has been installed to the correct screen model. 3 green circles but no activation code This usually means that the screen clock is set incorrectly. Review the screen settings for the watch and set it correctly. Samsung & LG: Could not download app  This usually means that the screen clock is set incorrectly. Review the screen settings for the watch and set it correctly. Playlist locked A change has been made to the playlist for the selected screen that has not been confirmed by the user. The user needs to confirm the changes and publish the playlist. ERR_INSTALLING Could not install APK-files for apps Factory reset screen and install apps again ERR_EMPTYDATA There was a problem fetching software from our servers Could be a issue with the network or system clock  ERR_INSTALLED You already have the software installed Start playipp luncher instead.  ERR_DOWNLOADING No matching APK-Packets on server.  Model not supported or wrong version selected.  ERR_NO_SYSTEM_ID Could not resolve mac address Factory reset screen and install apps again ERR_INVALID_ACCESS_TOKEN The token to the key is need to be refresh Contact support@playipp.com with the screen id displayed on the screen ERR_NO_AVAILABLE_DATA No available data Check that the correct layout is connected and something is published to the playlist ERR_NO_ACTIVE_DATA No active data There is data aviable but not anything active  ERR_NO_NETWORK No network Check the network connection to the screen/player ERR_NO_SYNC_DATA No sync data  Check the network connection to the screen/player ERR_WAITING_FOR_SERVER Waiting for server to prepare content Wait a few minutes ERR_LAYER_LOCKED Layer locked Wait a few minutes ERR_NO_ACTIVATION_CODE Could not acquire activation code Factory reset screen and install apps again ERR_CORRUPT_INSTALLATION Corrupt installation, the system needs to be reinstalled with the proper system packages Factory reset screen and install apps again ERR_MISSING_ACCESS_TOKEN The token to the key is need to be refresh Contact support@playipp.com with the screen id displayed on the screen Deprecated Screen Media Player will soon reach end of life  Contact playipp (info@playipp.com) or your reseller for mor info Unsupported screen Media Player not supported Contact playipp (info@playipp.com) or your reseller for mor info End of life  Media Player no longer supported Contact playipp (info@playipp.com) or your reseller for mor info
The screen turns off after loading PLAYipp
"After the initial startup of a media player the media player will reach the PLAYipp health status screen with the three circles and then it turns off" The following solutions can solve this issue: 1. Power save mode is activated on the screen. If you have power saving mode activated, the screen will switch off. Control with the remote if there is a power saving mode scheduled. 2. The power save mode is activated in PLAYipp manager. If you have an active schedule for power saving mode in PLAYipp manager the monitor will turn of after the three circles is shown on the screen. Control that there is no active power saving mode scheduled on the location inside PLAYipp manager. Read more about power save mode in PLAYipp manager here: Power save mode  3. Media player has no screen location and layout connected to it. For the media player to download and display any information you need to connect it to a screen location and layout.  Control in screens > List media players that there is a screen location and layout connected to the media player. Identify the media player using the Screen ID (you will also find this on the actual media player and on the box) The Screen ID have the format xx-xx-xx-xx-xx-xx and consists of both numbers and letters.  4. The playlist is empty. Go to the screen location that the media player is connected to and control that there is active objects in at least one area. 
The image on the screen is rotated
If the screen is rotated 180° wrong you can rotate it yourself in PLAYipp manager. If the screen is rotated 90° the settings on the screen could be wrong. Contact the screen manufacturer or our support if you need help. Note! This does not work on screens from Samsung. Rotate the screen 180° 1. Log in to your account and navigate to Signage > Screen list 2. Find the unit that is rotated. You're doing this easiest with the Screen ID that is unique for each media player. You can also do this if you know what location the mediaplayer is connected to. 3. Click on "..." and choose settings. 4. Check or uncheck the "invert screen rotation" botton and wait 1-10 minutes for the picture to rotate. The mediaplayer need to be connected to the internet to rotate
There is no sound coming from the screen?
"I've added a video to one of my playlists but I can't hear any sound. How do I activate it?" The sound is muted on every area in the layout by default. To activate the sound follow the steps below: 1. Select Signage in the main menu, and then choose Sceen layouts 2. Click on Edit layout on your layout. 3. Click on the area that you want to activate the sound on 4. Under advanced you can activate the sound by checking the box  Note Remember to turn the volume up on the screen and also check that the screen has built in speakers. Some screens also have a button on the side of the screen to mute the sound.
My objects are locked with a padlock, how do I unlock them?
If an object is marked with a padlock the object belongs to a screen group, and can't be edited in this location or group. You have to go the the group where the object has been published to be able to edit the object. 1. Under the name of the object the name of the group is displayed. 2. You can also hover the mouse on the object for a shortcut to the group. If you don't have access to the group you can contact your admin in PLAYipp to get access to the group.
The screen says "NO SIGNAL"
"My screen doesn't show an image, only a message that says it can't find a signal" If your screen shows a similar error message, it is usually due to one of 3 things: 1. The screen is on, but the media player is not. (Applies only if you have one of our external media players PLAYport) Make sure the media player is running. There is a small led light that lights up on the player. If it doesn't light up, try restarting it by unplugging the power cord and plugging it back in. you can also test the player in another screen to make sure it works. 2. The screen is set to display the wrong image source. Change source on screen. This is done through the Input, Source or menu button on the remote control. You may have to browse between several sources before you find the right one (HDMI1, HDMI2, etc.). 3. The screen has stopped working. If the player works (the easiest is to test plugging it into another screen) but not in this screen. Try connecting another device to the screen to see if you can get the screen to work then. If you still can't get the screen to work after these steps, the screen must be broken. Then contact the screen manufacturer or supplier to review the warranty status.
How do I edit a QUICKnote in the playlist?
All of the QUICKnotes that you have created can easily be edited afterwards. Click on the menu for the object and click on "Edit QUICKnote." The QUICKnote tool will start and you can edit your message. When you have made your changes click on publish.  For information about how to use the message template tool se article: Use a QUICKnote template 
What resolution is the area I am publishing to?
For the best result with your content it is best to adapt it to the correct resolution on the specific area before you upload it. To find the resolution of your area you click the "..."-button at the top of the playlist. After that click Show information where you will find the resolution of your areas playlist.
How do I change the screen layout on my screen?
To change the screen layout on your screen. You must first activate the layout on the screen location and then change the active layout on the screen. To change the layout follow these steps: 1. Click here 2. Click on “screen structure” 3. Click on the screen location you want to change layout on. 4. Click on screen layouts 5. Activate the layout you want to change to. 6. Click on screen “Screen list” 7. Find your mediaplayer in the screenlist and click here 8. Click on settings 9. Click on the field for layout 10. Click on the layout you want to change to. 11. Click save Now the layout is changed on your screen. However, it will take a few minutes for it to download the new content and display it. If you want to remove the old layout, follow these steps:   1. Click screen structure 2. Click the location you want to remove the layout from 3. Click screen layouts 4. Click the “…” button 5. Click “inactivate screen layout”
My screen has been disabled.
It may happen that you get an error message on your screen that the license has expired or that the screen was been disabled. If this happens, there is no active license connected with your screen. This may be because someone has removed the license from the screen or the license period has expired and not been renewed. Start by checking if there is a available license that the screen shall use. You do this under Administration > Licenses. You can read more about the license view here: Keep track of your licenses  If you have a active licens that you want to connect to you screen you can follow these steps: 1. Click "Signage" 2. Click “Screen list” 3. Click on the 3 dots on your unit 4. Click "Settings" 5. Click “Subscription” 6. Choose the subscription that you want to connect the screen to 7. Click on "Screen active" 8. Click "Save" The screen is now activated and will resume to show the content that is published.
How do i replace a media player?
Sometimes you need to replace a player with a new one. It could be because the first one is broken or because you have to upgrade to new hardware. Regardless of why you want to switch players, you need to follow these steps: 1. Click "Signage" 2. Click "Screen list" 3. Here you can now find your players. find the player you want to replace. Click on this button 4. Click on "Replace screen" 5. Enter the activation screen that is shown on the screen. 6. Click on "Replace" Note! The code on the picture is only a example.   The new player is now activated and will soon start downloading content and display it.
How do I change the source on my screen?
Sometimes you want to change the source on an info screen that has a built-in media player and show a presentation or similar. This will not work since as there is a function that tries to restart the screen if the PLAYipps app is not active. This will result in the screen restarting after about 10 minutes if PLAYipps app is not active. However, you can work around it by first clicking the blue button on the remote control. Then a log will appear on the screen. When it is open, you can switch to another source on the screen. After this, the screen will not restart. This must be done every time you want to switch from the PLAYipp app.
How do i change between summer/winter time?
Depending on how you have set your screen during installation, you may need to reset the clock when it is time for summer/winter time. On most screens, you can choose to set the time zone automatically. If this has not been done, the clock must be reset in autumn and spring. Below we list some common models and how to reset the clock on these: NOTE: Minor deviations may occur between screens and different software versions! LG SM5J (Webos 6) & SM5KE-BJ (Webos 4) 1. Press the button with a gear on the remote control to open the settings menu. 2. Select "General Settings". 3. Scroll down to "Time/Date" 4. Select "Summer Time" and check/uncheck that setting. 5. Press the "Confirm" button to save the settings and return to the main menu. 6. Close the menu by pressing the "Back" or "Menu" button. 7. Restart the screen   Samsung QB43R (SSSP 6) & QM50B (SSSP10) 1. Press the "Menu" button on the remote control to open the settings menu. 2. Scroll down to "System" and select "Time". 3. Click the “Set Clock” button 4. Change the clock to match 5. Close the menu by pressing the "Back" or "Menu" button. 6. Restart the screen
Duplicate screen layout
Sometimes you may need to create a copy for a layout. You might want to start from the same basis and redo some area or something. Then it can be useful to create a copy of a screen layout. You can do that by following these steps: 1. Click on "Signage" or this icon 2. Click "Screen layouts" 3. Click here. 4. Click "Duplicate layout"
How do i empty the trash can?
All files that are deleted end up in a trash can. You sometimes have to empty the trash can to free up space. Follow these steps to empty the trash. 1. Click “Signage” 2. Click here 3. Click on the trash can 4. Click “Remove all files in trash” 5. Click the OK button