Digital Signage Display Troubleshooting

Unable to register License
  • The License must first be registered for Remote Service - Click here to see instructions
  • Make sure you have setup and connected to Internet acccess - Click here to see instructions
  • In some instances, Media Players connected to Ethernet (LAN) may face registration issues
    Please connect to a Wi-Fi connection (or hot spot) for purpose of License registration and then switch back to Ethernet (LAN), if you prefer.
Screen keeps shutting down
The screen will keep shutting down if it has an incorrect Date and Time setting
  • Click on the Media Players Settings icon
  • Click on Date & Time Setting
  • Check the checkbox for Automatic date and time
  • Uncheck the checkbox for Automatic time zone - Very Important
  • Click on Select time zone and pick your time zone
  • Verify that you see the correct date and time
     - If the date and time are incorrect, check your internet connection and retry
The Media Player loses internet sporadically, which affects Date and Time
  • Login to your account
  • Place the mouse over Locations tab
  • Click on Manage Display Locations
  • Click on Settings for the Location that you need to setup
  • Set Override Media Player Clock to Yes, it will allow the Media Player to continue displaying Content
  • Click on Update Location to save information
Playlist settings may need correction
  • Login to your account
  • Place the mouse over Playlist tab
  • Click on Manage Playlist
  • Click on View Location Playlist for the Location that you need to setup
  • Click on Edit Setting for the Content that you need to check on
  • Check the following display options:
     - Start Date - Make sure it is a valid date
     - End Date - Make sure it is a valid date
     - Days of week to display - Make sure it is a valid day
     - Hours of day to displayMake sure it is a valid time
  • Click on Update Playlist
The TV goes into Sleep Mode
  • Check the TVs settings to make sure that it does not go into Sleep Mode
Screen not updating
Check Internet connection
FTP Port on network is blocked
  • You should set your firewall to allow the following access:
    Domain: doPublicity.com, HTTP access / IP 69.16.232.180, Port 80
    Domain: doPublicity.com, FTP access / IP 69.16.232.180, Port 21
    Domain: doPublicity.us, HTTP access / IP 69.16.232.182, Port 80
Content not showing correctly
The Date and Time on Media Player is incorrect
  • Click on the Media Players Settings icon
  • Click on Date & Time Setting
  • Check the checkbox for Automatic date and time
  • Uncheck the checkbox for Automatic time zone - Very Important
  • Click on Select time zone and pick your time zone
  • Verify that you see the correct date and time
     - If the date and time is incorrect, check your internet connection and retry
Manually Update Content and Playlist
Content and/or Playlist data is corrupt
Loose HDMI Cable / Wrong TV input
  • Check the HDMI cable and ensure that the Media Player and TV secure connections
  • Set the TVs input to the same input where the HDMI is connected
Image stretched on screen
  • Make sure that image is in the right proportion and orientation
  • Recommended image dimensions:
     - For HD TVs with 720 resolution: 1280 x 720 pixels
     - For HD TVs with 1080 resolution: 1920 x 1080 pixels
     - For 4K TVs with 2160 resolution: 3840 x 2160 pixels
  • Recommended DPI: 150
  • Recommended image format: PNG
Error message when displaying video
It is likely that the video format, compression and/or codec is incompatible
  • Make sure that the video is in correct MP4 format (see notes below)
    You can use software from the below link to convert it:
    Click here to download free video converter
  • Recommended video format: MP4
    If using above mentioned software to convert video, please select MP4 format for Samsung Galaxy Tablet
  • Recommended video dimensions:
     - For HD TVs with 720 resolution: 1280 x 720 pixels
     - For HD TVs with 1080 resolution: 1920 x 1080 pixels
     - For 4K TVs with 2160 resolution: 3840 x 2160 pixels
Remote Service show status 'FTP Blocked'
FTP Port on network is blocked
  • You should set your firewall to allow the following access:
    Domain: doPublicity.com, HTTP access / IP 69.16.232.180, Port 80
    Domain: doPublicity.com, FTP access / IP 69.16.232.180, Port 21
    Domain: doPublicity.us, HTTP access / IP 69.16.232.182, Port 80
Resetting Digital Signage App
In some instances you may notice erratic behavior, it is recommended to reset the App
doPublicity App not starting / Media Player not responding
First Option - Soft Reset - Resets the Android firmware to its default state
Last Option - Hard Reset - Resets the Media Player to its default state


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