What to check when your screen is not playing video
Missing video can have several causes. Start by checking what is still visible. Then investigate the device, connection, video source and schedule in a clear order.
Record what you can see
Is the whole screen black, or can you still see a logo, scrolling text or a text display? Note the time and any error message before reloading. A scheduled menu may deliberately replace the video.
Check the affected device
If the screen is completely black, start with power and the selected input. If the project page is visible, check internet access, the project address and video source on that device. A working connection elsewhere does not prove the player is connected.
From symptom to the next check
| Observation | Next check | What it tells you |
|---|---|---|
| Whole screen is black | Check power and input | First distinguish a screen or device issue from a playback issue |
| Logo visible, video missing | Check the source and browser messages | The page is visible; video playback needs its own test |
| Menu visible | Compare the schedule and device clock | The text display may be intentionally active |
| Source unavailable separately | Record the provider’s message | Investigate the source before making further project changes |
Change one thing at a time
Test the source separately and compare the schedule with the device clock. Check browser messages and content blockers too. If the issue remains, send support the symptom, time, device, browser and test results, without passwords.