Troubleshooting

Start with one device, one small image and one region, then restore the original content and layout gradually. Save changes and check the actual Player screen.

Device offline or binding fails

1. Keep the Player open and check the display device's own network connection. A connected phone does not prove the TV is connected.
2. Check connection status on the Player main screen. Usually press Back on the TV remote; double-tap applies to touch devices without a remote.
3. Use the intended cloud account and the dynamic code currently shown on the TV. Enter a new code if the old one expired.
4. If the device belongs to another account, confirm ownership and ask that account or the administrator to release it. See binding a device.

Casting succeeds but the screen does not update

1. Confirm the program is saved, approved where required, and assigned to the intended device.
2. Check the play plan: dates, times, weekdays and priorities can delay playback.
3. Wait for synchronization and record any download or import error. Online status alone does not prove synchronization has completed.
4. Local and USB programs do not automatically follow edits to a similarly named cloud program. Send or import them again through the original casting method.

Slideshow freezes, or video stutters or goes black

First check fixed playback and click actions, and each image's duration. Fixed playback requires manual switching.

If both arrow keys and Back stop responding, record the time and preserve remote logs, then reopen the Player when practical. Retest a simpler program with one region, transitions disabled, fewer simultaneous videos and images close to the screen resolution.

Compressed file size does not represent decoded image memory. Older or low-memory devices should avoid many very large images, complex transitions and multiple videos. Temporary recovery after reopening does not identify the cause by itself; provide logs for investigation. For video issues, try another decoder in Player settings and test complete playback cycles on the actual device.

“Directory operation failed E_DIR” or insufficient storage

1. Record the full error and the operation: starting a LAN service, receiving a program, synchronizing media or updating the app.
2. Check the storage permissions offered by Android and the available space used by the app.
3. For external storage, confirm it is mounted and writable. Do not start by deleting program directories or formatting storage.
4. Send the Player version, Android version and error path to support. Permission denial and insufficient space are different conditions.

Player update or installation fails

Follow the update tutorial at the TV. A remotely initiated update generally still needs someone to confirm Android's installation prompt on the device.

• Choose Compatibility if the Android version is unknown; Standard requires Android 7.0 or later.
• Confirm the download completed and sufficient space is available. Follow Android's prompt to allow installation from the chosen source.
• For a signature mismatch, check whether installers from different channels were mixed. Uninstalling may delete app data, so do not use it as the first remedy.
• Preserve manufacturer restriction messages and version information for support.

Unauthorized watermark during USB playback

Importing the program and authorizing the device are separate steps. Follow USB device authorization and the authorization comparison.

Information to give support

Use your deployment's support channel. Include the Player version and Standard/Compatibility edition, Android version, device model, casting method, incident time, media types and counts, complete error message, and whether Back responds. Add logs from that time and a photo of the display where useful, and explain whether reopening temporarily restores playback.