This article provides troubleshooting steps to resolve common issues with your PIXI device. Follow these steps in order to diagnose and fix problems related to performance, connectivity, and software.
What are some issues the PIXI might experience?
Display issues (blank screen, distorted image, incorrect resolution).
Connectivity problems (Wi-Fi or Ethernet).
Application errors (Certain apps not showing content properly).
Performance issues (slow response, lagging content).
Device freezing or becoming unresponsive.
Content not updating.
Step 1: Clear cache
Press the setting (hamburger) or OK button on your PIXI remote to open the ScreenCloud side menu.
Find and select the Clear Cache option.
Confirm the clear cache, and wait for the action to take effect.
This clears any residual data and makes sure the screen only shows fresh and recent content. To learn of more ways to clear cache in ScreenCloud, please see here.
Step 2: Power cycle
Disconnect the PIXI's power adapter from the power source.
Wait for 30 seconds.
Reconnect the power adapter.
Allow the PIXI to boot up.
This reboots the device, resolving many temporary software glitches.
Step 3: Update OS
Available when first updated OS version is released for PIXI
Press the setting (hamburger) or OK button on your PIXI remote to open the ScreenCloud side menu.
Find and select the Check OS Update option.
Select Check system update.
If there is a new OS available, allow the device to download and install it.
OS updates provide security patches and performance improvements. If your team instead manually updates hardware due to security, these instructions will be provided when a new OS version is released.
Step 4: Re-pair
Take note of the screen settings, what's set to the screen and it's name.
Unpair the screen with the ScreenCloud side menus Reset pairing option, or delete the screen from in your ScreenCloud account.
The screen will show a new pairing code.
Use the pairing code to pair the screen to your account again.
Set the same content to it.
This can help reset the screen settings and establish a fresh pairing. Similarly, if there is an issue with a specific app, recreate the app instance to see if this resolves the problem. If the new app functions correctly, use the Find & Replace feature to replace the malfunctioning app instance with the new, working one.
Step 5: Check hardware parts
Power Adapter: Ensure it's securely connected and functioning. Test with another device if possible.
HDMI Cable: Verify it's properly connected to both the PIXI and the display. Try a different cable.
Display: Check that there are no sleep, standby or other settings from the display or TV that are interfering with your PIXI.
Ethernet Port (if applicable): Check for secure connection and working network lights.
Step 6: Network
Wi-Fi: Verify correct network and password, check signal strength, restart router.
Ethernet: Confirm cable connection, check router/switch, try different cable.
Check for firewall or proxy issues: Connect the PIXI to a different network, for example your mobile hotspot. If the content is able to display, this means the PIXI's network is blocking ScreenCloud's services. Please see here to learn what domains need whitelisting.
Step 7: Factory Reset
Press the setting (hamburger) or OK button on your PIXI remote to open the ScreenCloud side menu.
Find and select System Settings
Select Device Preferences
Select About
Select Factory Reset
Select Factory Reset (again)
Select Erase everything
Re-pair your screen again (now offline in your account) with Replace device.
Use this as a last resort for persistent software issues.
Step 8: Contact Support
When should you contact support?
If you've tried all troubleshooting steps and the issue persists.
If you encounter hardware failures - A device within warranty can be replaced.
If you notice unfamiliar error messages.
What information should you provide support with?
Screen name (if the device is paired to your account).
The display or screen's brand and model.
A detailed description of the problem, including any error messages.
An image of the issue appearing on the PIXI screen.
What troubleshooting steps you have already taken.
We hope that, by following the troubleshooting steps above, that you've resolved your issues with your PIXi device. ScreenCloud's support team is happy to assist if more help is needed with your issue.