Something's wrong? Start here

When a screen isn't doing what you expect, start here. Find your symptom below, try the quick checks in order — the cheapest first — then follow the link for the full fix. Most problems come down to power, internet, or a missed Publish.

The screen is black or blank

  • Check it has power and is switched on.

  • Check the internet works at that spot — are other devices online?

  • Reboot the screen and wait a minute.

Still black? It may be in its scheduled off-time, or reporting as offline — see Screen is offline — first checks.

The screen shows as offline

An Offline screen is one the dashboard can't reach — nearly always power or network.

  • Confirm it has power and is awake.

  • Confirm the location's internet is up.

  • If several screens at one place dropped together, suspect the site's network, not impressBox.

Full checklist: Screen is offline — first checks.

New content isn't showing (or won't update)

  • Make sure you pressed Publish after your change.

  • Check the screen is Online — an offline screen only updates once it's back.

  • Give it a minute: new content downloads to the screen before it plays.

Full steps: New content isn't showing on the screen.

There's no sound

  • Check the screen isn't muted and the volume isn't at zero.

  • Check the content itself actually has audio.

  • Reboot the screen.

Set the volume or unmute from the dashboard: Turn a screen on or off, mute it, set volume.

A YouTube video won't play

YouTube sometimes blocks a video from playing inside other apps — you may see error 150 or 153. The dependable fix is to add the clip as a video file instead. See YouTube video won't play (errors 150/153).

The picture looks wrong — cut off, stretched, sideways, or too dark

Usually a settings or content-size mismatch, not a fault.

  • Black bars, stretched, or blurry → send content the same size as the screen (usually 1920×1080).

  • Sideways → set the rotation. Too dark → set the brightness.

These all live in Device settings reference. Flickering, wrong colours, or a black flash between clips instead? Those are in Screen problems.

Still stuck?

If the quick checks didn't help, don't keep guessing — email support with the screen's name and a photo of what's on it. We can usually see the screen and fix it remotely.