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Troubleshooting

Having issues with the TV App? Here are solutions to common problems.

Content Not Updating​

Symptoms: You published new content but the TV still shows old images.

Solutions:

  • Wait for overnight sync — TVs sync automatically once per day
  • Trigger a manual sync — Press OK on remote, then select Force Refresh
  • Check network connection — Open Admin panel to verify network status
  • Verify publishing — Confirm you published to the correct device group in the web app

QR Code Won't Scan​

Symptoms: Your phone camera won't recognize the pairing QR code.

Solutions:

  • Move closer to the TV screen
  • Make sure there's no glare on the screen
  • Try a different QR code scanner app
  • Wait for the code to refresh (it updates periodically)

TV Shows "No Content Available"​

Symptoms: The TV displays a message saying no content is available.

Causes:

  • No template has been published to this device's group
  • The device isn't assigned to a device group
  • Content is scheduled for a different time

Solutions:

  1. Open the web app and check which device group this TV belongs to
  2. Create or edit a template with content
  3. Publish the template to the correct device group
  4. Trigger a manual sync on the TV

TV Won't Connect to Network​

Symptoms: Admin panel shows network as disconnected.

Solutions:

  • Check your WiFi or Ethernet connection
  • Restart the TV
  • Verify other devices can connect to the same network
  • Check if your network requires a captive portal login

Content Shows But Looks Wrong​

Symptoms: Images are stretched, cropped, or oriented incorrectly.

Solutions:

  • Wrong orientation: Press OK, then select Change Rotation to adjust
  • Stretched images: Upload images that match your TV's aspect ratio (typically 16:9)
  • Cropped images: The app scales images to fill the screen; design content with this in mind

App Crashes or Freezes​

Solutions:

  • Restart the TV App (close and reopen)
  • Restart the TV device
  • Clear app cache: Settings → Apps → Publish Screen → Clear Cache

Sync Indicator Showing​

Symptoms: A small refresh icon appears in the corner of the screen.

Explanation: This indicates the TV is showing cached content because the latest sync couldn't reach the server. The content is still valid, just not the very latest.

Solutions:

  • Check network connection
  • Trigger a manual sync when network is available
  • The indicator disappears after a successful sync

Still Need Help?​

If you're still experiencing issues, contact us at support@publishscreens.ca with:

  • Your device model
  • What you're trying to do
  • What's happening instead
  • Any error messages you see