Troubleshoot Displai screen connectivity issues

When to use this

Use this article when your Displai screen shows as offline in your dashboard, is not displaying content, or has lost connection to the Displai platform. These steps resolve most connectivity problems.

Steps

1. Power cycle your ScreenRay device Unplug the power cord from the ScreenRay, wait 15 seconds, then reconnect it. While disconnected, verify that the HDMI cable is securely connected to both the ScreenRay and your display screen.

2. Check your WiFi signal strength Open your Displai dashboard and navigate to the screen settings for the affected screen. Look for the WiFi strength indicator. If the signal is weak (one or two bars), consider moving your router closer or restarting your onsite WiFi equipment.

3. Verify your content and playlists In your Displai dashboard, confirm that your playlist contains content and that you have published the latest version. An empty playlist or unpublished changes can cause screens to appear offline or display no content.

4. Review your account billing status Navigate to the Account Console in your Displai dashboard and check for any unpaid invoices. Screens may go offline if there are outstanding payments. You can pay invoices directly through the dashboard.

Verify

Your screen should reconnect within 2–5 minutes after completing the power cycle. Check your dashboard to confirm the screen status changes from “Offline” to “Online” and that your published content is displaying on the screen.

If it doesn’t work

If your screen remains offline after completing all four steps above, contact Displai support with the following information ready:

• Screen ID or name from your dashboard
• WiFi signal strength reading
• Whether other screens at the same location are online
• Any error messages displayed on the screen

Support will investigate network configuration, device health, or account-specific issues that require advanced troubleshooting.

Related articles

• What does it mean when my screen shows “Offline” in the Dashboard? Understand what an Offline status means for your screen and bring it back online by checking power and internet, then restarting.
• Restart your ScreenRay device Power cycle your ScreenRay to fix content that won’t load or to restore its internet connection.
• WiFi network requirements for ScreenRay devices Check whether your Wi-Fi network will work with a ScreenRay before you connect, and what to use if it’s hidden or WPA-Enterprise.
• Create and publish playlists to screens Create a playlist in your Library, add and order presentations, then assign and publish it to your screens.

• Contact support for hardware replacement if your ScreenRay device shows physical damage