What a display can show
All states from “Loading the program” through pairing code, placeholder, off air, and maintenance band to “Connection closed”, each with the action needed.
5 minute readDevicesUpdated: 10/25/2026
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Before you start
- For
- anyone standing in front of a display or receiving a report from the installation site, whether from a medical practice, a restaurant, or a workshop
- Prerequisite
- none
- Where in the portal
- at the TV or monitor on site · to check, Displays › display
Look in the first column for what you see on the display. The third column tells you whether you need to do anything. These are the fourteen pictures that the display software generates itself.
The fourteen pictures
| What you see | Meaning | Action needed |
|---|---|---|
| Loading the program | The display software is starting and waiting for the device. Normal for a few seconds after startup. | none |
| This display is not assigned yet with a six-digit code | The device is ready for use but does not belong to an organization yet. | Type the code into the portal, see The pairing screen |
| No display is set up for this screen yet | The device already belongs to you, and only the display for this TV or monitor is missing in the portal. No code. | Add a display in the portal |
| The assigned content | Normal operation, the scheduled content is playing. | none |
| Placeholder with your brand | Paired, but nothing is scheduled for this point in time, either because no program is assigned or because the program has nothing right now. | Assign a program in the portal |
| Off air, black, with the time at which playback resumes | A time window scheduled to be blank is running. Not a defect. | none, see Schedule time off air |
| No active scene | No program entry applies at this point in time, and there is also nothing to fall back to. | Plan it in the portal, not at the device |
| No connection — showing the last known content, small at the bottom right | The saved content has expired and the network is gone. The content keeps playing underneath. | Check the network at the installation site |
| Narrow band at the bottom with a tool icon, Maintenance in progress, often with until HH:MM | We have announced a maintenance window. Playback continues. | none |
| Blue, pulsing full-screen view | Someone triggered Identify in the portal. Disappears after a few seconds. | none, see Remote maintenance: send commands to a display |
| Connection closed with a reason | A deliberate shutdown from the other end, not a failure of the device. | Sort it out in the portal, not at the device |
| Error screen with a reason and a countdown | No content is available. | yes, see Troubleshooting on the device |
| Setup card with a QR code, heading Set up the display | No network, so the device has opened its own setup Wi-Fi. | yes, set up the Wi-Fi |
| Renderer error — please reload., red on black | The framework of the display software has crashed. Rare, and no damage to the device. | yes, Reboot through the device record, see Maintain a device remotely |
Three pictures call for an action at the device: the error screen, the setup card, and a completely black display without any text. No active scene is a planning matter and is solved in the portal, and a restart from there clears the rare Renderer error. Everything else is a regular operating state, especially Off air, which is the picture most often reported as a defect on site.
The six reasons for “Connection closed”
| Reason on the display | When it appears |
|---|---|
| This display’s session has expired. | The display software’s access could not be renewed. |
| This display’s permission was revoked. | The display may no longer play. |
| This organization’s access is suspended. | The organization is suspended. |
| Too many requests — the display is pausing. | Rate limiting is in effect. |
| This device is blocked. It was reported lost. Please contact the operator. | The device is blocked, for example because it was reported lost. |
| An operator disconnected this display. | We ended the connection manually. |
Only rate limiting resolves by itself. For the other five reasons, there is nothing to repair at the device. The cause lies in the portal or with us.
The error screen in detail
It is black, names a reason, counts down with Next attempt in … and the number of seconds, and has the button Try again now for everyone who does not want to wait.
| Reason on the display | What it means |
|---|---|
| Service not reachable | The display software cannot reach the device beneath it. |
| No content available | The device responds but has no current state for this display. |
| No response — startup canceled | The device’s answer did not come back in time, and the startup was canceled. |
After three failed attempts in a row, the heading changes to Permanently offline with the addition No connection for several attempts — still trying. So the display software does not give up.
Which language the texts appear in
All on-screen texts follow the language of your organization from the portal settings. For an organization set to English, the same places show “Loading the program”, “Off air”, or “Connection closed”. The only exception is the pairing screen: It takes the language of the browser, because at this moment the device does not belong to an organization yet.
Related
Found what you needed? Then carry on in the portal — or set up an organization first.
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