Hardware recommended on the ScreenCloud Hardware page, apart from ScreenCloud OS’s Station P1 Pro and Android-powered PIXI, is provided by third-party suppliers and websites. Since the ScreenCloud player is an application that runs on most consumer hardware, we do our best to assist with hardware-related issues. However, some cases may require escalation to the device manufacturer or vendor if the problem is unrelated to ScreenCloud’s software or service.
This guide outlines the most effective steps to resolve hardware-related issues such as unresponsive screens, playback failures, and performance instability.
Example of common hardware-related issues
Black or blank screen while the ScreenCloud Player app is running
Screen disconnects or appears “Offline” even when the network is active
Playback or animations stutter or flicker on the ScreenCloud Player
ScreenCloud Player freezes or becomes unresponsive
Content plays at a different time than scheduled
An error message appears instead of the pairing code or assigned content
Troubleshoot common TV, display, and media player issues
If your screen freezes, flashes, or shows “no internet connection,” or if one device runs ScreenCloud properly while another identical one does not, follow these steps:
Internet & network issues
Power cycle the device (turn it off for one-five minute, then restart).
Check network stability under the device’s OS settings.
If issues persist, test a different network (e.g., a mobile hotspot).
Review ScreenCloud’s whitelist requirements with your network administrator if the original network is restrictive or filtered.
General hardware fixes
Clear the ScreenCloud Player cache.
Restart or power cycle the device (unplug for 5 minutes, then reconnect).
Check for OS updates and install any available.
Unpair and re-pair the ScreenCloud Player.
Uninstall and reinstall the ScreenCloud Player app.
Factory reset the device if other steps fail.
Verify device specifications meet ScreenCloud’s minimum requirements; upgrade hardware if outdated.
Review known issues
Check the articles in the Troubleshooting > Hardware, TV Management and Player section for known issues and solutions to common hardware-related problems in ScreenCloud.
Troubleshoot Black Screen Issues
If your display is black while ScreenCloud Player is running:
Check screen status: Confirm if the screen is Online or Offline in ScreenCloud. Reconnect or restart the device if offline.
Inspect cables and power: Ensure all HDMI, adapters, and power connections are secure and functional.
Review network and firewall settings: Test a less restrictive network; if resolved, adjust firewall/whitelisting rules.
Check channels and schedules:
Ensure the device timezone matches your ScreenCloud account.
Confirm Operating Hours aren’t turning off the screen.
Verify channel and content is scheduled to play.
Isolate content/app issues: Test the same content on another screen. If the issue is content-specific, capture a short video and send it to Support.
For Android or Fire OS black screen video issues, see this guide.
Verify device setup and health
Check device condition
Used or refurbished devices may show:
Crashes, flickering, or poor video playback
Unstable Wi-Fi or audio issues
If these problems also occur in other apps (e.g., YouTube or Netflix), the issue is likely hardware-related. Run full device troubleshooting steps, including a factory reset. If the issue continues, replacing the device may be necessary.
For TVs, consider connecting a supported media player to run ScreenCloud instead of relying on the TV’s built-in system.
Check cables and power supply
Use a devices official OEM (original equipment manufacturer) power cable.
Test with different power and HDMI cables or sockets.
Avoid faulty or non-OEM (third-party) cables.
Replace any adapters, extenders, or splitters if playback improves after testing.
Review background apps
Close unnecessary background or third-party apps that may compete for network or system resources.
Maintain device performance
To ensure long-term stability:
Use ScreenCloud-recommended hardware to ensure full compatibility and reliability. Unrecommended or outdated hardware may cause issues for the ScreenCloud Player app that support can not help resolve.
Keep your device’s software up to date — enable automatic over-the-air (OTA) updates if available.
Restart or power cycle the device regularly (e.g., schedule a daily reboot) to maintain performance.
Use original (OEM) or high-quality cables, as devices run continuously and require stable connections.
Ensure proper airflow and ventilation to prevent overheating during 24/7 operation.
Maintain a strong, stable internet connection for the best ScreenCloud app performance and content syncing.
Prevent hardware from turning ScreenCloud off
Some TVs or devices may power off, display a black screen, or exit the ScreenCloud app after periods of inactivity. These issues are usually caused by power-saving settings, sleep timers, or energy-management modes.
Disable power-saving features such as Eco Mode, Energy Saver, Auto Power Off, or Sleep Timer.
Turn off screen savers or ambient modes that activate when the device is idle.
Check and disable HDMI-CEC controls that may power off your TV when connected devices restart or enter sleep mode. However, you can use HDMI-CEC with ScreenCloud OS.
In your device’s Power, Energy, or Timer settings, disable any options like Idle Standby, Auto Power Off, or Sleep Mode that could interrupt playback.
If issues persist, enable any available developer or advanced settings such as Stay Awake to keep the display active while powered.
Helpful ScreenCloud Player features
Start at Boot – Restarts ScreenCloud automatically if the device crashes.
Daily Reboot – Schedule automatic restarts.
Cache Clear – Manually clear app cache for better performance.
See our ScreenCloud setup guide for best practices for a digital signage setup.
When issues are unrelated to ScreenCloud
If problems also occur with other apps (e.g., YouTube, Netflix, Spotify), the issue likely lies with the device hardware.
Contact the manufacturer or seller (e.g., Amazon Support for Fire TV) for repair assistance.
When replacements are needed, we strongly recommend purchasing ScreenCloud hardware (ScreenCloud OS Station P1 Pro and PIXI) for the best performance and support.
OS-Specific Troubleshooting
Refer to guides for your device’s operating system for more detailed troubleshooting:
Need More Help?
If the issue persists after following these steps, contact ScreenCloud Support with:
Device make, model, and OS version
Name of screen(s), if paired
Description of the issue
Screenshot or video of the behavior - Including timestamp, if relevant
Have you also been experiencing issues with other areas in ScreenCloud? If yes, please review the ScreenCloud Troubleshooting Guide to see if the provided steps might help to resolve your issue.