Player Showing Offline on Dashboard

If your player appears Offline in the dashboard, work through the steps below in order. Test the player after each step.

Check the internet connection (WiFi or Wired).
- WiFi: Open the device network settings and confirm it is connected to the correct WiFi network with a good signal.
- Wired (Ethernet): Make sure the cable is firmly plugged into both the player and the router or wall port, and that the port lights are on.
- Open a web browser on the device (if available) and load any website to confirm the internet is actually working.
Check the date and time. Make sure the device date and time are correct. An incorrect clock prevents the player from connecting securely.
Check the timezone. Make sure the device timezone matches the player’s location.
Try a nearby timezone. Some devices get stuck while syncing the timezone. Switch to a nearby timezone, restart the player, and test again.
Test with a mobile hotspot. Connect the player to a mobile hotspot to rule out network restrictions.
If it comes online on the hotspot, your regular network is likely blocking the digital signage traffic (for example, a firewall, proxy, or content filter). Ask your IT team or network administrator to allow the traffic.

Once the player has a working internet connection, the correct date and time, and unrestricted network access, it should show Online in the dashboard within a few minutes.