Follow the steps below in order if your ScreenCloud OS Station P1 Pro or Station P1 was previously online but has since lost its Wi-Fi or Ethernet connection. Continue through each step until the screen comes back online. If the device is displaying a specific error message, refer to the troubleshooting guidance further below.

Unplug the device from its power source and leave it disconnected for at least 2 minutes. This allows the hardware and network components to fully reset. After waiting, plug the device back in and allow it a few minutes to restart.

Confirm that the power cable, HDMI cable, and (if applicable) Ethernet cable are securely connected at both ends. If the screen shows no signal or the wrong content, try switching to a different HDMI input on the display to ensure the correct source is selected.

On the device, double-check that the correct Wi-Fi network (SSID) is selected and that the password is entered correctly. If using Ethernet, ensure the cable is connected to an active network port and that the device is receiving an IP address via DHCP.

In your ScreenCloud account, unpair the affected screen or device from your Screens dashboard. On the device itself, generate a new pairing code and use it to pair the device again. This helps refresh the connection between the device and your account.

Connect the device to a mobile hotspot using the same network name and password as the original Wi-Fi, if possible. If the device comes online when using the hotspot, this strongly suggests the issue lies with the original network configuration, such as firewall rules, VLAN restrictions, DNS settings, or credentials.

Restart the network hardware the device relies on, such as the access point, router, or network switch. This can resolve temporary network or routing issues that may be affecting connectivity.

If the device remains offline after trying the steps above, perform a factory reset and set the device up again from scratch using the Factory Reset Guide. Once reset, reconnect the device to the internet and pair it again in your ScreenCloud account.

If the issue persists and an error message appears on screen while attempting to connect to your network, please continue below.

Listed below are error messages that may be encountered on ScreenCloud OS devices configured on advanced network. Please refer to the solutions provided to help get your devices set up and online.

Issue: In the event, that your ScreenCloud OS device displays an error message such as, your device "Failed to set device time from NTP server" please do the following solution:

Solution 1: Check if you used the correct proxy configuration settings in the https://scos.screencloud.com/start configuration.

Solution 2: Make sure your firewall permits NTP traffic. We recommended checking to see if there is a firewall to allow NTP traffic, and then go to https://scos.screencloud.com/start and proceed to reconfigure your USB provisioning flash drive.

Solution 3: Set up your own NTP server on your (LAN) and ensure you have the correct NTP server information. Next, go to https://scos.screencloud.com/start on your computer to create your provisioning USB flash drive with the correctly configured NTP server information, and insert it into your device again.

Issue: If your ScreenCloud OS device displays an error message such as, "Tunneling socket could not be established, statusCode=500" it means the user has provided a non-existing proxy configuration. This is an invalid proxy configuration issue.

Solution: Please go to https://scos.screencloud.com/start on your computer to create your provisioning USB flash drive with the correctly configured proxy configuration in the "Advanced Settings", and insert it into your device again.

Issue: If your ScreenCloud OS device displays an error message such as, "Could not connect to ScreenCloud's services", this means you did not provide a proxy configuration but it is required by your Network, or your network is blocking ScreenCloud's domains. This is an invalid proxy configuration issue.

Solution 1: Please go to https://scos.screencloud.com/start on your computer to create your provisioning USB flash drive, insert a proxy configuration in the "Advanced Settings", and insert it into your device again.

Solution 2: If you are having trouble connecting to ScreenCloud's services, we recommend working with your IT team to allow the following network as provided in Domains & Servers to Whitelist for Internet Service Providers or VPN While Using ScreenCloud.

Issue: In the event, that your ScreenCloud OS device displays an error message such as your device is "Connected to your wireless network, but not to the internet" there are two solutions to solving this issue

Solution: Please go to https://scos.screencloud.com/start on your computer to create your provisioning USB flash drive with the correctly configured proxy configuration settings and insert it into your device again.

Issue: In the event, your ScreenCloud OS device displays an error message such as "Connect to your wired network, but not the internet", this could mean:

Solution: Please go to https://scos.screencloud.com/start on your computer to create your provisioning USB flash drive with the correctly configured SSID, proxy configuration, or network credentials in the "Advanced Settings", and insert it into your device again.

Issue: This can happen when our ScreenCloud server is down.
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​Solution: Check the ScreenCloud Status page for any outages related to ScreenCloud OS. If there is an issue, subscribe and wait for an update. If there is no outage, please try again by reconnecting your provisioning USB flash drive.

Below are general troubleshooting steps for advanced network connection issues that may occur during initial setup or after a device was previously connected. These steps apply if you are not seeing a specific error message on the screen.

The sections below outline common reasons for advanced Wi-Fi and Ethernet connection issues on ScreenCloud OS devices and how to resolve them.

Some wired and wireless networks only allow pre-approved devices. If the device’s MAC address is not allowlisted, it will not receive an IP address or internet access.

Solution:
Obtain the device’s MAC address and ask your IT or network team to add it to the network allowlist. This must be completed before provisioning or connecting the device.

Some networks do not use DHCP and require a static IP address, gateway, subnet mask, and DNS.

Solution:
Request the required static IP details from IT and apply them using either:

Some corporate or campus networks require all traffic to pass through a proxy server. Without proxy settings, the device may appear connected but cannot access the internet.

Solution:
Obtain the proxy address and port from IT and configure it using:

Enterprise Wi-Fi networks may require username/password or certificate-based authentication instead of a shared password.

Solution:
Confirm the Wi-Fi security type with IT, obtain the required credentials or certificates, and apply them using USB provisioning.

Guest or public Wi-Fi networks may require accepting terms or logging in through a browser, which ScreenCloud OS devices cannot do.

Solution:
Use a network without a captive portal or ask IT to bypass the captive portal for the device’s MAC address. This must be handled at the network level.

Some Ethernet ports are assigned to specific VLANs or may not have internet access enabled.

Solution:
Confirm with IT that the Ethernet port is active, assigned to the correct VLAN, and has internet access before connecting the device.

Distance, physical obstructions, or interference can cause unstable Wi-Fi connections.

Solution:
Attach the Wi-Fi antenna, place the device within strong signal range, use 5 GHz Wi-Fi where available, or switch to Ethernet for improved reliability.

Connection issues may be caused by a damaged Ethernet cable, port, or device hardware.

Solution:
Test with a known working Ethernet cable and port. If the issue persists and the ScreenCloud OS device is confirmed to be faulty, contact ScreenCloud Support to request a replacement if the device is within warranty.

For security reasons, the ScreenCloud OS device is only able to display HTTPS links. If you would like to display non-signed links (such as links hosted on your local network) please follow the steps in this How to Use Local Links with Self-signed Certificates with ScreenCloud OS article to provision your ScreenCloud OS device to be able to use local links with self-signed certificates.

Contact the support team with the screen name in your account, the device ID or screen ID, screenshots of any errors, and the steps you’ve already tried.