How-to · Displai
Troubleshooting 101
Fix most Displai device connection problems with a few quick checks, and see how your devices handle Wi-Fi network changes.
When to use this
Section titled “When to use this”Use these checks when your Displai device loses connectivity or displays unexpected content.
- Disconnect the device from power for 15 seconds.
- Plug it back in.
- Set your screen to the HDMI input connected to the device.
- Check the Wi-Fi signal strength in your Displai dashboard.
- Check your content and playlist for errors.
- Check billing for unpaid invoices, which may interrupt service.
Verify
Section titled “Verify”Check that your screen displays the expected playlist and the original problem is resolved. If it is not, use the guidance below or text support at 877-755-2332.
If it doesn’t work
Section titled “If it doesn’t work”What should I do if my screen says “The screen is inactive”?
Section titled “What should I do if my screen says “The screen is inactive”?”Check your playlist and billing using the checks above. If the screen still reports that it is inactive, contact support with your account email, device name, and the message shown on the screen.
How do I correctly power cycle the Displai device?
Section titled “How do I correctly power cycle the Displai device?”Disconnect the device from power for 15 seconds, then plug it back in. Confirm that the screen is set to the HDMI input connected to the device.
How do I change my Displai devices WiFi?
Section titled “How do I change my Displai devices WiFi?”Displai devices remember previously connected WiFi networks and reconnect when they restart.
You may need a new network when moving locations or changing your business WiFi.
If you turn on a Displai device and no familiar WiFi networks are available, it will automatically go into setup mode so you can connect it to a new WiFi network.
To change networks while the current network remains available, text our 24/7 support line at 877-755-2332 or email support@displai.ai for help reaching setup mode.
We will need some basic information such as:
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Email address associated with your Displai account
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The name of each device you’d like to have a network modified
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The exact WiFi network name to remove, when requesting network removal
Enter your new WiFi credentials in the device’s setup flow. If you need help reaching setup mode, contact support using the account and device details above.
What could cause a black screen (or No Signal) and how can I troubleshoot it?
Section titled “What could cause a black screen (or No Signal) and how can I troubleshoot it?”Check the device’s power and the screen’s HDMI input, then try the power-cycle steps above. If the problem continues, follow the screen connectivity checks or contact support.
What could cause a blue screen and how can I troubleshoot it?
Section titled “What could cause a blue screen and how can I troubleshoot it?”Check power and the HDMI input using the steps above. If the blue screen remains, contact support with your device name and a description of what the screen displays so the team can identify the cause.
What happens if the internet connection goes down?
Section titled “What happens if the internet connection goes down?”An offline screen cannot receive new content updates and may display previously cached content. Follow the offline screen checks to restore connectivity.
Related articles
Section titled “Related articles”- Troubleshooting 101 and best practices Keep your ScreenRay running smoothly with setup, networking, and best-practice tips, plus steps to try if basic fixes fail.
- Troubleshoot Displai screen connectivity issues Get an offline Displai screen back online by power cycling your ScreenRay and checking Wi-Fi, playlists, and billing.
- How do I change my Displai device’s WiFi? Move your Displai device to a new WiFi network using automatic setup mode or by asking support to update it for you.
Still having trouble?
Text the 24/7 line or email support.