I PLAYipp, each player (unit) is displayed with a status of either "online" or "offline." This status helps you understand how your devices are functioning and whether they can receive updates.
Online Status
Online means that the PLAYipp player (unit) periodically reports to our servers. When a player is online:
- Sends regular status reports to the PLAYipp servers
- Can receive and download new content.
Offline Status
Offline means that the PLAYipp player (unit) is not reporting to our servers. When a player is offline:
- Does not send status reports to the PLAYipp system
- Can still be powered on and function normally, displaying content that was previously downloaded and saved locally on the device
- Cannot receive new updates or new content
Thus, offline status does not necessarily mean that the device is broken or turned off - it can still display its locally saved content but has no contact with the PLAYipp servers, often due to network issues or temporary connection interruptions.
For administrators, it is important to monitor online/offline status to ensure that all screens are functioning correctly and that the content is displayed as intended. By setting up a Heartbeat monitoring, you will receive emails when a screen goes offline. Read more about it here: Heartbeat
Troubleshooting Offline Players
If your player shows offline status, it is important to systematically investigate possible causes to quickly restore the connection. An offline player can be due to anything from simple network issues to more complex technical failures.
Common Causes of Offline Status:
- The network connection has been interrupted or is unstable
- The device has lost power
- The screen is turned off
- Firewall settings are blocking communication with the PLAYipp servers
- The network cable has come loose or is defective (for wired devices)
- The WiFi signal is too weak (for wireless devices)
Initial Troubleshooting Steps:
Always start with the simplest checks before moving on to more advanced troubleshooting:
- Check Basic Connection – Verify that the device is powered on and that the network cable is securely connected
- Test Network Connection – Check that the device has internet access by testing other services or devices on the same network
- Restart the Device – A simple restart often resolves temporary communication issues.
If the screen still shows offline status after these basic checks, you can find more detailed help in our player-specific troubleshooting guides below.
Player-Specific Troubleshooting Guides:
Each player type has its own specific settings and potential problem areas. Use the guides below for detailed instructions tailored to your device:
- PLAYport - Troubleshooting for our own external player
- Philips - Troubleshooting for Philips screens
- Samsung - Troubleshooting for Samsung screens
- LG WebOS 3.0 - Troubleshooting for older LG WebOS versions
- LG WebOS 3.0+ - Troubleshooting for newer LG WebOS versions
