A red Offline badge means your account has lost contact with the device playing content on that screen. The screen itself may still be showing whatever it downloaded last, so an offline badge does not always mean a blank display.

Always start here. A reboot fixes the majority of offline screens, and it takes a minute.

Unplug the device from power, wait one minute, then plug it back in. The full minute matters, because it lets the device discharge properly rather than resuming the same stuck state.

This has to be done at the device itself. A screen that is offline has no connection to your account, so it can't be reached or rebooted remotely from the dashboard.

Go to Screens in your browser and reload the page. The status badge is read when the page loads, so a page left open while you rebooted will still show the old status.

If the badge has turned green, you are done.

If the screen is still offline, the RDM panel tells you what kind of problem you are dealing with before you send anyone to look at it.

Last active shows when the device was last online. A recent time suggests a brief network interruption; a much older one points to a device that has lost power or been disconnected for a while.

A screen that is offline in Screens will normally show as RDM disconnected too, since both rely on the same connection to your account. This is expected, and it means the remaining steps need to be done at the device. See Controlling Your Screens with Remote Device Management (RDM) for what the panel can tell you once the screen is back online.

Confirm the display and the device are both switched on. On PIXI and Station P1 Pro, look for a blue light on the device.

Check the display is set to the correct HDMI input, and that the cable is pushed firmly into both ends. If you are unsure, try a different HDMI cable and a different port.

Use the power cable that came with the device. Underpowered replacements are a common cause of devices dropping off the network.

Test another device on the same network. This is the quickest way to tell whether the internet is down or the problem is specific to your screen.

If the device is on WiFi, check in your device settings that it is still connected, and that it has not been moved onto a guest network. Guest networks commonly block the connection to ScreenCloud.

If the device is on a network cable, check the cable is clicked into the port at both ends and that the switch or router end is live.

Open the ScreenCloud Player menu, which slides in from the right of the screen. How you open it depends on your device:

From the menu, select Reload, then Restart Player if the screen is still offline. Every platform is listed in the hardware guide.

Connect the device to a phone hotspot. If the screen comes back online, your usual network is blocking the connection to ScreenCloud, and step 8 will fix it.

If the hardware and the internet are both fine, something on the network is almost certainly blocking the device. Firewalls, VPNs, proxies, and content filters are the usual causes, and they are the most common reason a screen stays offline after everything else has been ruled out.

Send whoever manages your network the list of domains and servers to allow.

A network cable is more reliable than WiFi for screens running all day, so switch to one where you can.

If the same screen keeps dropping offline, a few settings make a real difference.

Turn on Start at Boot so the player opens by itself whenever the device powers on, which covers you for power cuts and cleaners unplugging things. Turn on Daily Restart and set it outside your opening hours, which clears out the memory build up that makes devices drop off over time. On ScreenCloud OS devices you can set this from the RDM panel under Settings rather than at the screen.

Use a network cable rather than WiFi where you can, and where you cannot, check the device has a strong signal where it is mounted.

A screen that has never shown content is usually a pairing problem rather than a connection problem. See Pairing and Managing Your Screens.

Get in touch with our Support team and include the following, which saves us coming back to you for it:

If your screen is online but showing the wrong thing, or nothing at all, see Troubleshooting Screen and Hardware Problems for other symptoms.