To tell if your ScreenCloud device is playing content, log in at https://studio.screencloud.com/ and select “Screens” from the left-hand menu. Next to each individual screen in your account, there's a small indicator that will be green or grey.

Here are the two modes to look out for and what they mean:

Green indicator displaying "Live": your screens are connected and playing content, successfully connected to ScreenCloud's server.

Grey indicator displaying "Offline": either your screens are showing cached content in offline mode (supported by most devices) or they are not connected to ScreenCloud's server.

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It is common that once in a while you could have a device that appears as "Offline" in your ScreenCloud account. There are multiple reasons that this can commonly happen, including:

One of ScreenCloud's features is that it can cache/store offline media on the device you're using to run the ScreenCloud digital signage app. For example, if you're running the ScreenCloud app on an Amazon Fire TV Stick and it disconnects from the internet or your location has a network outage - the device will continue to run content from ScreenCloud to avoid disrupted service. Please note, that the app will only play certain apps that can cache and only local content you've uploaded into the Media Library (i.e. images, videos, and graphics).
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To learn more about offline play, please see Offline Support: Playing Without an Internet Connection Using ScreenCloud.
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To get your screen connected again, try the below steps in order until the issue is resolved.
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Try rebooting your Smart TV, or TV screen and media device as some devices are known to drop connections after a long time.
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You might even want to perform a power cycle by completely unplugging the device for up to 5 or 10 minutes.
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​Why does this help? If a device is experiencing problems, one of the first things an IT firm will perform is a power cycle. Power cycling a device clears out the internal memory and puts it back into a ready state without losing any internal configuration.

If the reboot suggested above resolves your issue, you can enable a daily reboot at a time of day that does not disturb your viewers. This is only available for some digital signage devices we support. Just below are the steps for Amazon and Android:

Why does this help?
While devices have been tested to run for extended periods of time for digital signage, any media or technology device running for an extended period without being rebooted will commonly run into normal issues. This includes but is not limited to, disconnecting from WiFi, playback issues for media, automatically restarting or rebooting, and lagging while transitioning through content. Devices have processors and drivers that will need to be restarted on occasion, including the need for apps to be restarted, such as ScreenCloud, every once in a while.
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Network issues generally can be tricky to diagnose, but we can help guide you with how to troubleshoot this with our team further. If you notice a specific device that is experiencing a constant drop in connection or is displayed as "Offline" on the site, but other devices connected to the same network are working okay then we can attempt to troubleshoot further by looking into the following:

If the network is identified as not being the root cause of the issue, please reach out to [email protected] so we can assist further.
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If your screen is offline, you won’t be able to perform a clear cache in Studio. This means you’ll need to manually perform the action from the player’s end.

You can find the clear cache option for the ScreenCloud player in its settings panel. To access this, please:

If you are working with an Amazon device, we even advise that you clear the cache within the device's OS settings. You can find an option to do this under Settings > Applications > Manage Installed Applications > ScreenCloud.
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If you don’t see the Clear Cache option for the player on your device, please see How to Clear the Cache for the ScreenCloud Player App on My Device to learn other ways of performing the command.
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​Please note: If you choose an option to Clear Data instead of Clear Cache, this will remove your screen pairing. If this is done, please refer to step 6 below.
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It’s always good to ensure your firmware and software are updated to the latest available version, even when experiencing connectivity issues.

i) Update the ScreenCloud player app

To check the latest version of the ScreenCloud player app, please see our changelogs here at ScreenCloud Player Software Changelogs.

The ScreenCloud player is usually updated automatically by OTA updates. However, if you notice that the app is not updated to the latest version, you can manually update it by running its installation file (found on the ScreenCloud download page) or updating the app from the app store for your device.

ii) Update the OS of your device

Usually, a device automatically receives updates, but you can also always check for this by finding the check for updates option within your device’s OS settings. Most often you can find this option under the device’s About settings. If not, please search for and review the instructions provided by the manufacturer's pages.

iii) Update ScreenCloud OS

If your ScreenCloud OS device is not receiving automatic updates and you see that it is below the latest version provided in ScreenCloud OS Changelogs, you can perform a manual update with the two below methods:

Please note: This step will remove your screen pairing. Please memorize your screen's settings and which content is applied to it, so that you can set the same content when you pair the screen as new.
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​Unpair: There are two ways to delete or unpair a screen.
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​a) Unpair your screen in Studio by logging into https://studio.screencloud.com/screens, clicking on the three horizontal dots for the drop-down menu, and selecting "Delete screen". You'll be prompted with an additional window that will ask you to confirm this.

b) Alternatively, you can also delete your screen by selecting the “Reset Pairing” option in the ScreenCloud player’s settings panel.
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​Please note: When removing the screen connection and pairing from the ScreenCloud player’s end, please also remove the screen within Studio, in case it isn’t removed automatically. This is to avoid being charged for an additional license.

Re-pair: Reboot your device and ScreenCloud on your TV screen. When the pairing code is shown, go back to your Studio account and Screens page, and click Add Screen to enter your 6-digit pairing code and the screen name. Set up your screen as it was before.
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Not familiar with pairing screens to your account? Please see How Do I Add (Set Up) or Delete a Screen in ScreenCloud? to learn how to do this.
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Removing the ScreenCloud player app can help resolve issues, as it clears the existing data and settings. A fresh install might put things back in order and get things running correctly again.
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​Please note: This step will remove your screen pairing. Please memorize your screen's settings and which content is applied to it, so that you can set the same content when you pair the screen as new. Make sure to delete the screen in Studio > Screens if you notice that it is still there, as it is still using a screen license.
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If you are not familiar with the method of uninstalling apps and software, please see the instructions and links below for the more common devices used with ScreenCloud.

How to uninstall an app on Fire OS (Amazon)

How to uninstall apps on Android:

How to uninstall apps on Microsoft

(Click here for a link to Microsoft support)

How to uninstall apps on macOS

(Click here for a link to Apple support)
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​How to uninstall apps on LG webOS Signage
​(Click here to see the steps)

​How to uninstall apps on Samsung Tizen
​(Click here to see the steps)
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​How to uninstall apps on ChromeOS
(Click here to see the steps)
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Once the old data for the ScreenCloud player is cleared, please re-install the app from our download page, or by using the app store on your device, and continue with the set-up process of pairing a screen to your account and applying your content and settings.
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This is the final step that you can try if none of the steps above help resolve your “offline” screen issue. Please review support material from each manufacturer and provider of your device.

Below are factory reset instructions for the most popular devices.

Once performed, you can then install the ScreenCloud player and pair your screen as you had it set up before.

If you can't find the hardware factory reset instructions linked above, please review support guides from the manufacturer or contact their team directly.
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​Please note: In case you still see the old screen in your Studio account, make sure to delete it before creating the new pairing. This is to avoid possibly being charged for an additional license.
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If you are still experiencing issues with connectivity even after all the steps above, it may be time to retire the device and replace it with a newer version or model.
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​References
​https://www.amazon.com
​https://support.google.com
​https://support.microsoft.com
​https://support.apple.com