Troubleshooting a Device
NOTE: Starting from scratch and following the Installation steps is the best first step to take.
1. The device is not connected to the internet
- Next Steps: Ensure your Wifi working on.
2. The device is not powered on
- Next Steps:
1. Check Power - Please make sure these devices are powered on and that you see a steady blue light on the front of the players.
2. Reset Player - If the blue light is blinking, please hold the button on the front of the device down until it turns off, then press it again to power it back on.
3. The HDMI cord isn’t securely connected
- Next Steps: Make sure all cables are securely connected
4. The TV is on the wrong HDMI input
- Next Steps: Double-check the input the device is plugged into and make sure it's the same as the one on the screen.
5. The device has lost connectivity, timed out, and gone to sleep
- Next Steps: Unplug/replug power cord on side of chromebox; hold down the power button on the front of the chromebox until it powers off and press again to power on.
6. There is an issue with the input and/or TV
- Next Steps: Start from scratch with a different input and/or TV
7. The device needs to be replaced
- Next Steps: Please complete this replacement device form.
1. The device needs to be replaced
- Next Steps: Please complete this replacement device form.
1. The device needs to be replaced
- Next Steps: Please complete this replacement device form.
1. The device is most likely salvageable and needs to be re-connected to UPshow.
- Next Steps: Please contact support and notify them you are seeing the "Chrome Log-in Screen" and standby for the next steps.
1. Your device is not connected to the wifi.
- Next Steps:
- Search for the Wi-Fi you would like to connect the Chromebox Mini, and you’ll be prompted to add the password.
- If the wifi isn’t appearing, it is most likely because the Wi-F is off or out-of-range. Check to see if the wifi is appearing on your phone. If not, the Wi-F router is off. If yes, the Wi-F router may be out of range.
- Try restarting (via unplugging and plugging back in) both the Wi-F router and the device, in that order.
1. Your device needs to be re-synced to the account.
- Next Steps:
- Use the live chat or text customer support option
- Notify the customer support rep of your account name and the 4 digit code
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- Please note that the 4 digit code is only good for 10 min, so it may automatically change during your communication
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- The customer support rep will be able to re-sync the device
1. The wires on your TV are plugged in incorrectly or not tightly.
- Next Steps: This can happen if a composite cable is plugged into a component connection or if a component cable is plugged into a composite connection. Make sure that the correct cables are connected from the source to the back of the TV
1. The device is not syncing with the wifi
Next Steps: Try unplugging the device from the power source and plug back in for a “fresh start”. If this doesn’t work. Determine if your internet is having an issue by checking your network connection on other devices such as your phone and/or take your router to ensure it is working properly.
2. There is nothing scheduled to run during this time
Next Steps: Log-in to your account and make sure you have features that are set to run. If there is nothing set to run, it will be stuck on this screen. If this is the case, schedule features to run and restart the device.
Here’s a common example: If you are using a device for only Spotlights, and all of the spotlights that were scheduled have expired, the loading screen would remain.
3. Spotlights might be scheduled in the wrong orientation. If you have a vertical TV set to display vertical content, horizontal posts will not show up which could cause you to see this screen
Next Steps: Go to the UPshow Manager and go to “Manage Spotlights”. The spotlights will have a special marketing in the top left corner that will denote if it is vertical. (example below) If you have a horizontal spotlight when it should be vertical (or vice versa), please delete the existing spotlight and re-upload.
4. If none of this works, please contact support so they can take a look in the back-end.
1. You are using a converter that is set to the wrong resolution
- Next Steps: Please modify and test the resolution.
1. You most likely have a centralized (and potentially complex) AV system
2. For more complex AV systems, there may be an issue with the encoder OR you may need a component converter.
3. There is an issue with the TV, unrelated to the Chromebox Mini
Note: This screen only occurs with more complex AV systems
1. Make sure all connections are plugged in securely
- If this is not working, please contact support for next steps.
If you're not seeing the screen you're encountering above, please take a picture or video and contact our support team. Visuals of the issue you're seeing. are very helpful to allow us to best serve you.
Please reach out via Live Chat or text us at 312.500.9200 with the picture or video along with your name, e-mail, location, and any additional helpful information.
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