TroubleshootingUpdated 02/11/2026
Screen is offline
A red dot next to the screen name. What to check on site and in the cabinet to bring the screen back online.
Checked on the current dashboard version
In 30 seconds: open the dashboard, click the «Offline» filter and look at the «Gone offline» time in the screenA device running the Advision player that shows content; the cabinet calls it a media device. row. If it happened a few minutes ago, wait 2–3 minutes: short connection drops clear on their own.
Cause 1. The device is switched off or has no power
- Check: ask the staff on site whether the TV is on and whether the media deviceA screen in the cabinet: a player paired with a 6-digit code, with status, schedule and settings. indicator is lit. If the «Gone offline» time matches closing time, the socket is probably switched off together with the lights.
- Action: power the device on and wait 1–2 minutes. For the player to start by itself after power returns, «Autostart app» must be on in the «Settings» tab, see Screen settings.
Cause 2. No internet on site
- Check: on the dashboard all screens at this address are «Offline» at the same time while other addresses are online. Wi-Fi is down or the router was restarted.
- Action: restart the router, check the cable or the device Wi-Fi, see Connect the player to Wi-Fi. Meanwhile the content keeps playing from the device memory by the last schedule, see How a screen gets content.
Cause 3. The player is running but does not report back
- Check: content is playing on the screenA device running the Advision player that shows content; the cabinet calls it a media device., the staff say «everything shows», but the cabinet still shows a red dot and «Screenshot» does not work.
- Action: click «Restart app» on the screenA device running the Advision player that shows content; the cabinet calls it a media device. card and wait a minute, see Restart the app or the OS. If the button does not help, power the device off and on.
Cause 4. The venue network blocks Advision addresses
- Check: the screenA device running the Advision player that shows content; the cabinet calls it a media device. was just connected, or the router or provider was changed on site, and it has been offline since, although a phone on the same Wi-Fi has internet.
- Action: ask your IT specialist to allow outgoing connections to app.advision.digital, api.advision.digital, socket.advision.digital, s3.k8s.advision.digital and the.advision.digital on ports 443 and 80.
Cause 5. The device does not get enough power
- Check: the screenA device running the Advision player that shows content; the cabinet calls it a media device. goes online and offline several times a day for no reason, the list may show «Not stably online». Most often this is a Raspberry Pi powered from the TV USB port or a weak charger.
- Action: connect the device to its official power supply in a separate socket, see Raspberry Pi 4: write the image and connect.
If nothing helped
Write to the support chat with the screenA device running the Advision player that shows content; the cabinet calls it a media device. name and the time you noticed the problem.
Related articles
- ReferenceScreen statuses in the list: online, offline, syncWhat the green and red dots, the sync icon and the dates in a screen row mean, and when you need to act.
- How-to · 2 minTake a screenshot of the screen, restart the app or the OSButtons in the device page header: «Screenshot» shows what is on the screen now, «Restart app» and «Reboot OS» fix a frozen player without a site visit.
- ConceptHow a screen receives content: synchronizationAfter «Save» the platform builds the schedule and sends files to the player; it downloads them into its storage and confirms the sync time.
- How-to · 5 minConnect the player to Wi-FiHow to connect the iNEXT box to Wi-Fi with the remote and where to find network settings on Raspberry Pi, Android and PC.