Screen shows nothing
A black screen, a waiting image that never goes away, or a frozen picture. In almost every case it is one of five causes. Work through them in order, starting with the most likely.
Step 1: is the player online
Open the CMS and go to Screens. Every screen has a status indicator:
- Online: the player sends a heartbeat every 30 seconds. The problem is elsewhere.
- Offline: the player has not made contact for more than a few minutes. Continue with step 2.
Step 2: does the player have internet
No heartbeat = no internet, or the player is off. Check on site:
- Is the screen plugged in and switched on?
- Is the wifi still set up on the device? Briefly switch to another device on the same wifi to confirm.
- If wired: is the ethernet cable seated properly?
Step 3: is content linked
Is the player online but not showing content?
- Open the screen detail page in the CMS.
- Look at the Content field. Does it say No playlist linked? Click Select content and select one.
- Did you link a schedule without a fallback? Outside the scheduled blocks the player then shows nothing. Add a fallback playlist.
Step 4: a firewall blocks connections
In company networks a firewall sometimes stops the player. Open outbound:
- TCP 443 (HTTPS) to
*.gibeon.ioand*.bunnycdn.com - WebSocket 443 (WSS) to
api.gibeon.io
With a captive portal (hotel network, guest wifi) the player cannot authenticate. Connect the player to a network without a portal page.
Step 5: restart the player
When everything looks fine and the screen stays stuck:
- From the CMS: open the screen and choose ⋯ → Reboot. The player reboots within 30 seconds.
- Manually: unplug it, wait 10 seconds, plug it back in.
A restart solves ~80% of stuck-content problems.
When to contact support
Went through steps 1-5 without success? Send an email to [email protected] with:
- The name of the screen as shown in the CMS
- A photo of what the screen shows
- Since when the problem exists
We look in the logs and usually reply within one working day.
Thanks for your feedback.