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Display Problems

Comprehensive troubleshooting guide for display registration, connectivity, and content display issues.

Quick Reference​

Display Registration Issues:

Display Connectivity:

Content Display:

Performance:

Display Registration​

Display Won't Register​

Symptoms:

  • "Invalid registration code" error
  • "Registration failed" message
  • Code accepted but display doesn't connect
  • Display stays on registration screen

Common Causes and Solutions:

1. Registration Code Issues​

Expired Code:

  • Codes expire after 24 hours
  • Check Last Generated timestamp in display settings
  • Generate new code if expired

How to Generate New Code:

  1. Go to Displays
  2. Click on display name
  3. Click Generate New Registration Code
  4. Note the 6-character code
  5. Use new code on display device

Code Already Used:

  • Each code can only be used once
  • If display was previously registered, you need a new code
  • Deregister the display first if needed

Incorrect Code Entered:

  • Codes are case-sensitive
  • Verify: ABC123 ≠ abc123
  • Check for similar-looking characters:
    • 0 (zero) vs O (letter O)
    • 1 (one) vs I (letter I) vs l (lowercase L)
  • Re-enter code carefully

2. Display Configuration​

Display Not Active:

  1. Go to Displays in dashboard
  2. Click on display
  3. Check Is Active toggle
  4. Enable if disabled
  5. Save changes

Display Deleted:

  • Display may have been deleted from dashboard
  • Create new display record
  • Generate fresh registration code

Store Assignment Wrong:

  • Display assigned to wrong store
  • Verify store selection in display settings
  • Update store if needed

3. Network Issues​

No Internet Connection:

  1. Verify display device connected to WiFi/ethernet
  2. Test internet: Open browser, visit google.com
  3. Check WiFi password is correct
  4. Restart router if needed

Firewall Blocking: Display device needs access to:

  • display.brandcast.app (registration endpoint)
  • *.brandcast.app (all BrandCast services)
  • *.googleapis.com (content delivery)
  • Port 443 (HTTPS)
  • WebSocket connections

Corporate Network:

  • Ask IT to whitelist BrandCast domains
  • May need exception for WebSocket
  • Test on different network to confirm

4. Browser Compatibility​

Unsupported Browser:

  • Chrome 90+ (recommended)
  • Firefox 88+
  • Edge 90+
  • Safari 14+ (limited support)
  • Internet Explorer NOT supported

Browser Issues:

  1. Clear browser cache and cookies
  2. Disable browser extensions
  3. Try incognito/private mode
  4. Update browser to latest version
  5. Try different browser

Registration Code Expired​

Symptoms:

  • "Registration code has expired" error
  • Code was valid yesterday but not today
  • Code shows as expired in dashboard

Solution:

Registration codes automatically expire after 24 hours for security.

Generate Fresh Code:

  1. Log into BrandCast dashboard
  2. Go to Displays
  3. Click on the display you want to register
  4. Click Generate New Registration Code
  5. A new 6-character code appears
  6. Use this code within 24 hours
  7. Go to display device and enter new code at display.brandcast.app

Prevention:

  • Generate code when ready to register (not days in advance)
  • Complete registration within 24 hours
  • Save code securely during registration process

Registration Failed Error​

Symptoms:

  • Generic "Registration failed" error
  • No specific error message
  • Registration screen refreshes but doesn't connect

Troubleshooting Steps:

Step 1: Verify Code Format

  • Code should be exactly 6 characters
  • Mix of letters and numbers
  • Check for spaces or special characters
  • Example valid code: ABC123

Step 2: Check Display Settings

  1. Display is active (not disabled)
  2. Display has a layout assigned (or can be blank initially)
  3. Store assignment is correct
  4. No conflicting display registration

Step 3: Network Diagnostics

  1. Open browser console (F12)
  2. Look for network errors
  3. Check for failed API calls
  4. Verify internet speed (minimum 5 Mbps)

Step 4: Device Fingerprint Conflict If device was previously registered:

  1. Deregister old display session
  2. Clear browser data completely
  3. Restart device
  4. Try registration again

Step 5: Contact Support If all above steps fail:

  • Email [email protected]
  • Include: Display code, error message, browser version
  • Attach screenshot if possible

Display Connectivity​

Display Shows Offline​

Symptoms:

  • 🔴 Red "Offline" status in dashboard
  • Display was online but now shows offline
  • Last ping timestamp is old (10+ minutes ago)
  • Display not responding to layout changes

Common Causes:

1. Display Device Issues​

Device Powered Off:

  • Check if display device (tablet, TV, computer) is on
  • Verify screen isn't sleeping or in standby
  • Check power cable connection

Browser Closed:

  • BrandCast must stay open in browser
  • Check if browser was closed
  • Reopen display.brandcast.app
  • May need to re-register if session expired

Device Sleeping:

  • Disable sleep/screen saver mode
  • Prevent automatic sleep:
    • Windows: Settings → Power & Sleep → Never
    • Mac: System Preferences → Energy Saver → Prevent sleep
    • Android/Fire: Settings → Display → Sleep → Never
    • iPad: Settings → Display & Brightness → Auto-Lock → Never

2. Network Connectivity​

Internet Disconnected:

  1. Check WiFi/ethernet connection on device
  2. Verify internet working (test other sites)
  3. Restart router if needed
  4. Reconnect to WiFi network

Network Changed:

  • Display may have switched networks
  • Reconnect to correct WiFi
  • Re-enter password if needed
  • Verify network has internet access

Poor Signal Strength:

  • WiFi signal may be weak at display location
  • Move closer to router
  • Use WiFi extender
  • Switch to ethernet cable (recommended)

3. Session Issues​

Session Expired:

  • Sessions timeout after 24 hours of inactivity
  • Need to reconnect
  • May need to re-register

How to Reconnect:

  1. Refresh browser on display device
  2. If shows registration screen, re-register with new code
  3. If shows layout, should reconnect automatically
  4. Check dashboard for "Online" status

Session Timeout Settings:

  • Default: 24 hour timeout
  • Contact support for extended sessions (Enterprise)

4. Server Issues​

BrandCast Service Outage:

  1. Check status.brandcast.app
  2. Look for active incidents
  3. Service outages are rare but possible
  4. Wait for service restoration

Scheduled Maintenance:

  • Check for maintenance notifications
  • Usually during off-hours (2-4 AM EST)
  • Displays reconnect automatically after maintenance

Display Keeps Disconnecting​

Symptoms:

  • Display alternates between online and offline
  • Connection drops every few minutes/hours
  • "Idle" status appears frequently
  • Unstable heartbeat pings

Common Causes:

1. Network Stability​

Intermittent WiFi:

  • WiFi connection dropping periodically
  • Router issues
  • Network congestion
  • Interference from other devices

Solutions:

  1. Use Ethernet (best solution)

    • Hardwire display device to router
    • More stable than WiFi
    • Eliminates wireless interference

  2. Improve WiFi Signal

    • Move router closer to display
    • Use WiFi extender
    • Change WiFi channel (reduce interference)
    • Upgrade to 5GHz WiFi (less congestion)

  3. Network Troubleshooting

    • Restart router and modem
    • Update router firmware
    • Check for bandwidth throttling
    • Contact ISP about connection stability

2. Device Power Management​

Aggressive Power Saving:

  • Device entering low-power mode
  • WiFi/network being disabled to save power
  • Screen turning off

Solutions:

Disable Power Saving:

  1. Keep device plugged into power (don't run on battery)
  2. Disable sleep mode completely
  3. Prevent WiFi from turning off:
    • Windows: Advanced power settings → Wireless Adapter → Maximum Performance
    • Mac: Energy Saver → Prevent computer from sleeping
    • Android/Fire: Developer options → Stay awake when charging
    • iPad: Settings → Display → Auto-Lock → Never

Keep Browser Active:

  • Some devices kill background tabs
  • Keep BrandCast as the active/focused window
  • Use kiosk mode if available (prevents tab switching)

3. Browser Memory Leaks​

Long-Running Browser:

  • Browser consuming too much memory over time
  • Causes crashes or slowdowns
  • Connection drops when browser struggles

Solutions:

  1. Restart Browser Daily

    • Set up automatic restart (overnight)
    • Windows Task Scheduler / Mac Automator
    • Clears memory and refreshes connection

  2. Update Browser

    • Keep browser up to date
    • Latest versions have better memory management
    • Chrome recommended for best stability

  3. Reduce Memory Usage

    • Close other tabs/applications
    • Use dedicated display device (not multi-purpose)
    • Don't use display device for other tasks

Display Session Expired​

Symptoms:

  • "Session expired" message on display
  • Redirected to registration screen
  • Display shows offline even though device is on

Cause: Sessions expire after 24 hours for security. If display loses connection for extended period, session may also expire.

Solution:

Re-register Display:

  1. Generate new registration code in dashboard
  2. On display device at display.brandcast.app
  3. Enter new code
  4. Display reconnects with fresh session

Prevent Future Expirations:

  1. Ensure stable internet connection
  2. Keep device powered on
  3. Maintain active browser session
  4. Consider scheduled overnight restarts (reconnects automatically)

Extended Sessions (Enterprise):

  • Contact support for longer session durations
  • Can extend to 7+ days for stable deployments
  • Requires Enterprise plan

Content Display​

Content Not Updating​

Symptoms:

  • Layout changes made in dashboard don't appear on display
  • Display shows old content
  • New layouts not showing
  • Updates delayed or not happening

Troubleshooting Steps:

Step 1: Verify Layout Assignment​

Check Display Settings:

  1. Go to Displays → Click display name
  2. Under Active Layout, verify correct layout is assigned
  3. If wrong layout, select correct one and save
  4. Changes apply within 30 seconds

Layout Not Assigned:

  • If "No layout assigned", select layout
  • Click Update
  • Display should show new layout immediately

Step 2: Confirm Layout Published​

Draft vs. Published:

  • Only published layouts appear on displays
  • Draft layouts are for editing only

Publish Layout:

  1. Go to Layouts → Click layout name
  2. Click Publish button
  3. Confirm publish action
  4. Display updates within 30 seconds

Step 3: Check Display Connection​

Display Must Be Online:

  1. Verify display shows 🟢 "Online" status
  2. If offline, see Display Shows Offline
  3. Check "Last Ping" timestamp (should be recent)

Step 4: Clear Display Cache​

Force Refresh: On display device:

  1. Hard refresh: Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac)
  2. Or close and reopen browser
  3. Content should update immediately

Clear Browser Cache:

  1. Open browser settings
  2. Clear cache and cookies for brandcast.app
  3. Refresh page
  4. May need to re-register display

Step 5: Check Content Sources​

Content Source Issues:

  • Content source may be inactive
  • Integration may have failed
  • Media files may be missing

Verify Content Sources:

  1. Go to Content Sources
  2. Check all sources in layout are active
  3. Verify integrations connected
  4. Test content sources individually

Wrong Content Showing​

Symptoms:

  • Display shows different layout than assigned
  • Content doesn't match what's in dashboard
  • Old layout still showing
  • Mix of old and new content

Common Causes:

1. Schedule Override​

Scheduled Content:

  • Schedules can override layout assignments
  • Check if display has active schedule

Verify:

  1. Go to display settings
  2. Check Active Schedule section
  3. If schedule assigned, it overrides layout
  4. Schedule rules determine what shows when

Solution:

  • Remove schedule if not wanted
  • Or adjust schedule rules
  • Or wait for schedule to change (time-based)

2. Playlist Active​

Playlist Rotation:

  • Playlists cycle through multiple layouts
  • Display may be showing different layout in rotation

Check Playlist:

  1. Go to display settings
  2. Look for Active Playlist
  3. See which layouts are in playlist
  4. Verify rotation is working as expected

Solution:

  • Remove playlist if not wanted
  • Or edit playlist to change layouts
  • Or adjust layout durations in playlist

3. Cached Content​

Browser Caching:

  • Display browser may have cached old layout
  • Needs refresh to show new content

Solution:

  1. Force refresh on display: Ctrl+Shift+R or Cmd+Shift+R
  2. Clear browser cache
  3. Restart browser
  4. Content should update

4. Wrong Display Selected​

Verify Display:

  • May have updated wrong display in dashboard
  • Check display name carefully

Solution:

  1. Confirm which physical display has issue
  2. Find matching display in dashboard
  3. Verify layout assignment
  4. Update correct display

Display Shows Blank Screen​

Symptoms:

  • Display is white/black screen
  • No content visible
  • Browser open but nothing showing
  • "Loading..." screen never finishes

Common Causes:

1. No Layout Assigned​

Check Assignment:

  1. Go to Displays → Click display
  2. Under Active Layout, check if layout selected
  3. If "None" or blank, select layout
  4. Save changes

Display Must Have Layout:

  • Displays won't show anything without assigned layout
  • Assign at least one layout to display content

2. Layout is Empty​

Empty Layout:

  • Layout exists but has no content areas
  • Or all content areas are empty

Verify Layout:

  1. Go to Layouts → Click layout
  2. Open in Layout Editor
  3. Check for content areas on canvas
  4. Add content if layout is empty

3. Content Source Failed​

All Content Failed to Load:

  • Every content source in layout has error
  • Nothing to display

Check Content Sources:

  1. Go to Content Sources
  2. Check status of sources in this layout
  3. Look for error messages
  4. Fix failing content sources
  5. See Content Problems

4. JavaScript Error​

Browser Error:

  • JavaScript error preventing layout render
  • Check browser console (F12)

Solution:

  1. Refresh page
  2. Clear cache
  3. Update browser
  4. Try different browser
  5. Contact support with console error

Performance Issues​

Display Running Slow​

Symptoms:

  • Display lags or stutters
  • Content transitions choppy
  • Delayed response to updates
  • General sluggishness

Common Causes:

1. Device Hardware Limitations​

Underpowered Device:

  • Old or low-spec tablet/computer
  • Insufficient RAM (need 2GB+ minimum)
  • Slow processor

Solutions:

  1. Upgrade Device:

    • Minimum: 2GB RAM, 1.5GHz processor
    • Recommended: 4GB+ RAM, 2GHz+ processor
    • Best: Dedicated digital signage device

  2. Optimize Device:

    • Close all other applications
    • Restart device regularly
    • Clear unnecessary files
    • Update operating system

2. Layout Complexity​

Too Much Content:

  • Layout has too many content areas
  • Large images/videos
  • Multiple integrations refreshing
  • High-resolution media

Solutions:

  1. Simplify Layout:

    • Reduce number of content areas (6-8 maximum)
    • Use smaller images (1920x1080 max)
    • Optimize video codec and bitrate
    • Reduce simultaneous integrations

  2. Optimize Media:

    • Compress images (85-90% quality)
    • Use H.264 video codec
    • Keep videos under 2 minutes
    • Reduce video resolution if needed

3. Network Speed​

Slow Internet:

  • Content takes long to download
  • Videos buffer or stutter
  • Images load slowly

Solutions:

  1. Test Internet Speed:

    • Visit speedtest.net on display device
    • Minimum: 5 Mbps download
    • Recommended: 10+ Mbps download
    • For video: 25+ Mbps recommended

  2. Improve Connection:

    • Use ethernet instead of WiFi
    • Upgrade internet plan
    • Reduce network congestion
    • Close bandwidth-heavy apps

4. Browser Performance​

Browser Struggling:

  • Long-running browser session
  • Memory leaks
  • Too many cached resources

Solutions:

  1. Restart Browser:

    • Daily restart recommended
    • Clears memory and cache
    • Refreshes connection

  2. Update Browser:

    • Keep Chrome/Firefox updated
    • Latest versions perform better
    • Enable hardware acceleration

  3. Dedicated Device:

    • Don't use display for other tasks
    • Single-purpose device performs better
    • Fewer conflicts and slowdowns

Content Loads Slowly​

Symptoms:

  • Images take time to appear
  • Videos buffer before playing
  • Blank areas while content loads
  • "Loading..." indicators visible

Solutions:

1. Optimize Media Files​

Image Optimization:

  • Compress images before upload
  • Use JPG for photos (smaller than PNG)
  • Maximum size: 1920x1080 for most displays
  • Tools: TinyPNG, ImageOptim, Squoosh

Video Optimization:

  • Use H.264 codec (best compatibility and size)
  • Reduce bitrate (3-5 Mbps sufficient for most)
  • Keep videos under 2 minutes
  • Resolution: 1920x1080 or lower
  • Tools: HandBrake, FFmpeg

2. Preload Content​

Content Caching: BrandCast automatically caches content:

  • Images cached for 24 hours
  • Videos cached for 24 hours
  • Integrations cached per refresh interval

Improve Caching:

  1. Keep same content in layouts longer
  2. Reduces need to re-download
  3. Preloads next layout in playlist
  4. Enable longer cache durations (Enterprise)

3. Network Bandwidth​

Increase Internet Speed:

  • Upgrade from 5 Mbps to 10+ Mbps
  • Use ethernet (faster than WiFi)
  • Reduce network congestion
  • Check for ISP throttling

Content Delivery:

  • BrandCast uses Google Cloud CDN
  • Content delivered from nearest location
  • Should be fast globally
  • Slow loading may indicate local network issue

Display Freezes or Crashes​

Symptoms:

  • Display stops responding
  • Browser crashes completely
  • Display shows error page
  • Device needs restart

Common Causes:

1. Memory Exhaustion​

Browser Out of Memory:

  • Long-running session consumes RAM
  • Memory leak in browser
  • Too much content cached

Solutions:

  1. Restart Browser Daily:

    • Schedule overnight restart
    • Clears memory automatically
    • Prevents accumulation

  2. Increase Device RAM:

    • Upgrade to device with 4GB+ RAM
    • Dedicated signage hardware
    • Commercial-grade displays

2. Incompatible Content​

Problematic Media:

  • Corrupted video file
  • Unsupported format
  • Oversized file
  • Malformed integration data

Solutions:

  1. Identify Problem Content:

    • Check which content causes crash
    • Remove content temporarily
    • Test layout without it
    • Replace with different content

  2. Validate Media:

    • Re-encode video files
    • Compress images
    • Test content in browser first
    • Use recommended formats

3. Browser Issues​

Browser Bug:

  • Rare but possible
  • Update to latest version
  • Try different browser

Solutions:

  1. Update browser to latest version
  2. Try Chrome (most reliable)
  3. Clear all browser data
  4. Reinstall browser if needed

4. Device Overheating​

Thermal Shutdown:

  • Device gets too hot
  • Shuts down to protect hardware
  • Common with tablets in enclosed spaces

Solutions:

  1. Improve Ventilation:

    • Don't enclose device
    • Ensure airflow around device
    • Use fan if needed

  2. Reduce Load:

    • Simplify layout
    • Reduce screen brightness
    • Enable device sleep when business closed

Hardware-Specific Issues​

Tablet/iPad Display Issues​

Screen Rotation:

  • Lock screen orientation
  • Settings → Display → Rotation Lock → On
  • Prevents accidental rotation

Auto-Brightness:

  • Disable auto-brightness for consistent display
  • Set manual brightness level
  • Prevents screen dimming

Battery Health:

  • Keep plugged in (don't run on battery)
  • Lithium batteries degrade when always at 100%
  • Some iPads/tablets have "battery health" settings

Smart TV Display Issues​

TV Sleep Mode:

  • Disable TV sleep mode in TV settings
  • Keep TV powered on 24/7
  • Use TV's "retail" or "commercial" mode if available

HDMI Ports:

  • If using external device (Fire Stick, etc.)
  • Use HDMI port labeled "ARC" if available
  • Disable HDMI-CEC (can cause unwanted behavior)

TV Updates:

  • Keep TV firmware updated
  • Check manufacturer's website
  • Updates improve stability

Computer Display Issues​

Screen Saver:

  • Disable screen saver completely
  • Control Panel → Screen Saver → None
  • Prevents interruption

Windows Updates:

  • Schedule updates for off-hours
  • Prevent automatic restarts during business
  • Update manually overnight

Login Screen:

  • Disable password on wake
  • Auto-login on startup
  • Prevents lock screen from showing

Prevention and Maintenance​

Daily Checks​

  • Verify displays show online status
  • Check that content is displaying correctly
  • Review any alert notifications
  • Test remote layout updates

Weekly Maintenance​

  • Review display health metrics
  • Clean screens if needed
  • Test display restarts
  • Update content as scheduled

Monthly Maintenance​

  • Restart all display devices
  • Update browser if new version available
  • Review network performance
  • Check for device firmware updates
  • Archive old layouts and content

Best Practices​

Stable Network:

  • Use ethernet whenever possible
  • Dedicated WiFi SSID for displays
  • Minimum 10 Mbps per display
  • Backup internet connection (Enterprise)

Dedicated Devices:

  • Don't use display devices for other tasks
  • Single-purpose improves reliability
  • Reduces conflicts and issues

Regular Restarts:

  • Restart display devices weekly
  • Clear memory and cache
  • Refresh connections
  • Improve long-term stability

Monitor Performance:

  • Check display analytics
  • Track uptime percentage
  • Identify problematic displays
  • Address issues proactively

Getting Help​

Still Having Issues?

  1. Check Other Guides:

  2. Contact Support:

    • Email: [email protected]
    • Include: Display name, error message, browser/device info
    • Attach screenshots if possible
    • Describe steps to reproduce

  3. Emergency Support:

    • For critical display outages during business hours
    • Email: [email protected]
    • Enterprise plans only

Next Steps​