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Troubleshooting

This guide helps you resolve common issues with the Publish TV App.

Registration Issues​

Device won't register​

Symptoms: The access code doesn't work or registration times out.

Solutions:

  1. Verify you're entering the code exactly as shown on screen
  2. Check if the code has expired (look at the countdown timer)
  3. If expired, wait for the new code to appear and try again
  4. Verify the device has an active internet connection
  5. Check the Admin Panel → Network section to confirm connectivity

Code expired before I could enter it​

Solution: The device automatically generates a new code when one expires. Simply use the new code displayed on screen.

Registration completed but device is stuck​

Symptoms: You completed registration on the website but the device still shows the code.

Solutions:

  1. Wait up to 30 seconds - the device polls the server periodically
  2. Check that the device has internet connectivity (Admin Panel → Network)
  3. If it persists, press OK → Admin Panel → Clear All Data, then re-register

Content Issues​

No content showing​

Symptoms: Screen shows "No Content Available" message.

Solutions:

  1. Verify content is published to the device group in the Publish web app
  2. Press OK → Force Refresh to sync immediately
  3. Check Admin Panel → Sync Status for errors

Content not updating​

Symptoms: Old content continues to display after publishing new content.

Solutions:

  1. Press OK → Force Refresh to trigger immediate sync
  2. Check Admin Panel → Sync Status for errors
  3. Verify the device group received the publish (check web app)
  4. Check Admin Panel → Network to confirm connectivity

Wrong content displaying​

Symptoms: Device shows different content than expected.

Solutions:

  1. Verify which device group this device belongs to (Admin Panel → Device Info)
  2. Check that the correct content is published to that device group
  3. If using schedules, verify the current time matches the schedule window
  4. Check Admin Panel → Time Sync - large time drift can affect schedules

Content appears at wrong times (scheduling)​

Symptoms: Scheduled content shows outside its intended time window.

Solutions:

  1. Check Admin Panel → Time Sync for time drift
  2. If drift exceeds a few seconds, the device clock may need correction
  3. Restart the device to force a time sync
  4. Verify schedule rules in the Publish web app

Sync Issues​

Sync keeps failing​

Symptoms: Admin Panel shows "Sync failed" and content doesn't update.

Solutions:

  1. Check Admin Panel → Network for connectivity
  2. Check Admin Panel → Authentication - ensure device is authorized
  3. Press OK → Force Refresh to retry
  4. If errors persist, note the error message and contact support

Sync stuck in progress​

Symptoms: Sync appears to hang indefinitely.

Solutions:

  1. Wait a few minutes - large content downloads take time
  2. Check Admin Panel → Network for connectivity issues
  3. Restart the app by pressing Back and confirming exit, then reopening
  4. If the issue persists, try Clear All Data and re-register

Network Issues​

Network shows unavailable​

Symptoms: Admin Panel → Network shows "Unavailable".

Solutions:

  1. Check the device's Wi-Fi or Ethernet connection
  2. Verify the network has internet access (not just local connectivity)
  3. Restart the device
  4. Check with your network administrator for firewall or proxy issues

Device is online but won't sync​

Symptoms: Network shows available but sync fails.

Solutions:

  1. Check Admin Panel → Authentication for authorization status
  2. Network firewalls may block the Publish servers - consult your IT team
  3. Try Clear All Data and re-register the device

Display Issues​

Screen orientation is wrong​

Solution: Press OK → Rotate Screen until the orientation is correct.

Screen goes black or dims​

Symptoms: Display turns off or dims after a period of time.

Solutions:

  1. This may be a device power setting, not the app
  2. Check the device's display sleep/screensaver settings
  3. The app is designed to keep the screen on, but device settings may override

App exits unexpectedly​

Symptoms: The app closes and returns to the device home screen.

Solutions:

  1. Restart the app
  2. Check if the device has sufficient storage space
  3. If the issue recurs, note the circumstances and contact support

Getting Support​

When contacting support, have this information ready:

  1. Install ID - Found in Admin Panel → Support Reference
  2. Device ID - Found in Admin Panel → Support Reference
  3. Error messages - Note any specific error text or reference IDs shown
  4. Steps to reproduce - What were you doing when the issue occurred?

You can also scan the QR code in the Admin Panel header to share device information.