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Screen offline in PLAYipp, what do I do?

This article explains what online and offline status means in PLAYipp and helps you troubleshoot when a screen is no longer showing as online. Depending on whether the screen is displaying content or is completely black, the troubleshooting steps differ.

Table of contents

In 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

NOTE: The device can be online even with a broken screen.

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

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 content is displayed as intended. By setting up Heartbeat monitoring, you will receive emails when a screen goes offline. Read more about it here: Heartbeat

Screen is offline and showing content

If the screen is showing content but is still marked as offline in PLAYipp, the player has lost contact with the servers but is still running locally. In the vast majority of cases this is caused by a network issue, meaning the player has lost its internet connection. Always start by checking the network before moving on to other measures.

Common causes

  • 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)

Troubleshooting steps

Always start with the simplest checks before moving on to more advanced troubleshooting.

  1. Check basic connection. Verify that the device is powered on and that the network cable is securely connected.
  2. Test network connection. Check that the device has internet access by testing other services or devices on the same network.
  3. Restart the device. A simple restart often resolves temporary communication issues.

If the screen still shows offline status after these steps, you can find more detailed help in the player-specific troubleshooting guides below.

If multiple screens in the same area have gone offline at the same time, for example on the same floor or in the same building, the issue is likely related to the network rather than individual devices. In that case, check the network infrastructure on site, such as the router, switch or network outlet.

Preventive tip

We recommend setting up a scheduled restart for your screens. A regular restart, for example overnight when the screens are not in use, reduces the risk of the player getting stuck in an incorrect state. Read more about how to set up scheduled restarts here: Screen settings

Screen is offline and black

If the screen is completely black and offline, the cause is rarely a network issue. A black screen instead indicates that the screen or player is not functioning correctly, that the screen is turned off, or that something in the hardware needs to be checked.

Common causes

  • The screen is turned off or has entered energy saving mode
  • The screen or player is broken
  • The HDMI cable between the player and the screen has come loose or is defective (for external players such as PLAYport)

Troubleshooting steps

  1. Check that the screen is turned on. Try starting it with the remote control or power button and see if you get any picture at all.
  2. If you have an external player, such as PLAYport, connect another device to the screen, for example a computer or another PLAYipp player if you have access to one. This allows you to determine whether the issue is with the player or the screen itself.
  3. Contact PLAYipp support if you still cannot get any picture after the steps above. Reach us at support@playipp.com or via our support form.

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 - Troubleshooting for LG WebOS screens

Can't find the answer you are looking for? Contact us at support@playipp.com or via our support form.