Troubleshooting

This page covers the most frequent issues, whatever the Player. To follow the state of your screens from Pixlova, see also the Monitoring section.

The Player does not connectCopy Anchor Link

“Connecting to the Pixlova server…” stays on screenCopy Anchor Link

On a native Player (Windows, Linux, Raspberry Pi), this page shows as long as the Pixlova server cannot be reached. It shows the device name, its IP addresses and the server it is trying to reach.

1. If the IP address line says “None: check the network cable or Wi-Fi”, the device is not connected to the network: check the Ethernet cable or the Wi-Fi.
2. If an IP address is shown, check that the network gives access to the Internet and does not require signing in through a portal (hotel or guest Wi-Fi, for example).
3. On a Raspberry Pi with no network, connect to the setup Wi-Fi whose name and password are shown on screen, then choose your Wi-Fi (see Raspberry Pi).

The Player keeps retrying: as soon as the server answers, the pairing code or the content appears.

Web Player: cloud unreachableCopy Anchor Link

Press the i key to show the Player status. If the Cloud line says “unreachable”, check the device’s Internet connection. Content already downloaded keeps playing as long as the browser keeps it.

The device’s time is wrongCopy Anchor Link

A native Player only activates a new schedule at its start time: a clock that runs late delays it by the same amount. Turn on automatic time sync on the device. On Linux, the installation turns it on by itself if no time sync service is running. The web Player uses the Pixlova server’s time.

The pairing code is rejected or does not appearCopy Anchor Link

• The code has expired. A code is valid for 5 minutes and works only once. The Player shows a new one on its own: enter the code currently on screen.
• Too many attempts. After several wrong codes, wait a few minutes before trying again.
• The device has several screens. Each output (HDMI port, monitor or web Player tab) shows its own code. The screen you enter is bound to the output whose code you entered: check that you read the code on the right screen.
• The output has already shown another screen. A Player never changes screens: an output that has already shown a screen no longer shows a code. To reuse the device, delete the Player in Pixlova (Screens › Players), then link it again: it will be a new Player.
• The Player shows “Screen removed”. The Player was revoked or deleted in Pixlova. A new code appears so you can link it again.

The screen is black or shows the wrong contentCopy Anchor Link

1. Check the screen itself: power, selected HDMI input, cable firmly plugged in.
2. Check the schedule. With no content scheduled, a native Player shows a standby screen (logo, time and date) instead of a black screen; a fully black screen rather points to a display or cable issue.
3. Check the screen schedule. If a Screen schedule is set in the Player’s Machine settings, the HDMI outputs go to standby outside the chosen range.
4. Raspberry Pi with two screens: each screen is bound to its HDMI port. A screen plugged into the other port shows that other port’s schedule. A screen that is off at startup may only be detected when it is switched on.
5. Web Player: check that the page is in full screen and the tab is in the foreground. Without clicking Start display or using kiosk mode, videos play without sound and the browser may refuse full screen.
6. Restart the display remotely: on the Player’s page in Pixlova, Actions section, use Restart the display. The screens are interrupted for a few seconds.

A 4K video may be skipped for a while on a Raspberry Pi, until Pixlova has prepared its 1080p version.

Content does not updateCopy Anchor Link

• On the Player’s page in Pixlova, Actions section, click Sync now: the Player reads its schedule and settings right away.
• Current content stays on screen until the next one is fully downloaded and checked. A large file over a slow connection can take a while.
• If the device’s disk is full, new content is not prepared and current playback continues. Use Clear unused cache to delete media that are no longer scheduled.

An element of a composition is not shownCopy Anchor Link

If an icon, an emoji, a weather forecast, a news feed or an animation does not appear on a screen while the rest of the composition does, the version of its Player cannot show this element yet. The screen page says so. Update the Player: see Versions and compatibility.

Offline playback and cacheCopy Anchor Link

• Native Players (Windows, Linux, Raspberry Pi) and Android TV: content is saved on the device. Without Internet, the Player keeps playing the last schedule received, following its times. Current, previous and upcoming content is never deleted to make room.
• Web Player: the browser may clear content if its storage is not persistent. If the “Storage is not persistent” warning shows, install the Player as an app (Chrome, Edge: ⋮ menu › Install Pixlova Player). Browser storage is unavailable in private browsing.
• A Player that is offline when it is revoked may keep playing its cache until it reconnects.

The Player must be linked againCopy Anchor Link

A new pairing code is needed when the Player’s identity has been lost:

• Web Player: site data cleared, profile or browser changed;
• Android TV: app uninstalled or data cleared;
• Raspberry Pi: Reset pairing in the local interface.

Then delete the old Player in Pixlova (Screens › Players) and link the device with the new code.

An update failedCopy Anchor Link

If a new version of a native Player does not start properly, the Player automatically goes back to the previous version. The Player version card on its page in Pixlova says so (“Cancelled, back to the previous version”). You can also go back to the previous version yourself with Roll back to the previous version.

Browser too oldCopy Anchor Link

If the web Player shows “This browser is too old”, the device’s browser does not support the Player. Update it, use another browser (see Web Player) or choose a native Player.