Screen Not Displaying Content

If your screen isn't showing the ads booked on it, follow these troubleshooting steps.

Quick Checks

1. Check Internet Connection

• Verify your screen device is connected to the internet
• Test by opening a web browser on the device
• Check if other devices on the same network are working

2. Check Your Screen's Status

• Log into your RedSquare account and open your screens home (/my-screens)
• Each screen's card shows LIVE while the TV is reporting in, or when it was last seen
• The TV sends a heartbeat about once a minute; if none arrives for 3 minutes, the card stops showing LIVE

3. Check What's Booked

• Ads play only in the hours they were booked. Open the screen's page (/my-screens/:id) to see today's ads and hours
• Every ad has passed review before it could be booked, so there's no approval to wait for — unless you approve bookings yourself: a booking waiting in Needs you doesn't play until you approve it

Common Issues & Solutions

Screen Shows Your House Content or the "For Rent" Card

Cause: No ad is booked for this hour
Solution: Nothing to fix — booked ads play in their hours, and your house content and RedSquare's "This screen is for rent" card fill the gaps

Screen Shows "No content scheduled"

Cause: The Screen Player couldn't fetch its schedule since it started
Solution: Check the internet connection, then restart the Screen Player

Screen Shows a Pairing Code Again

Cause: The TV is no longer connected to your screen — it was released from the screen's settings, or unpaired on the TV
Solution: On your phone, open redsquare.app/pair, enter the code and pick the screen — or enter it in the screen's TV & pairing settings

Content Plays Incorrectly

• Black bars at the edges: The Screen Player always shows the whole ad, without stretching or cropping it. An ad made for a different shape than your TV gets bars at the sides, or at the top and bottom.
• No sound: Check that the volume is turned up on your screen device and that it's not on mute.
• Video stuttering or freezing: Your internet may be slow. Try moving your device closer to your Wi-Fi router, or connect with a cable if possible.

Still Having Issues?

1. Restart the Screen Player, then the device it runs on
2. Check redsquare.app/download for a newer Screen Player for your device
3. Contact support through the Help button, with the screen's name and what the TV shows