Can't pair my device / Device ID not working

Introduction

When pairing a customer-Android or Path 2b APK-installed screen to the Platform, the most common error is "Incorrect ID or device not found" (FI: "Väärä ID tai laitetta ei löydy"). This article walks through the usual causes.

Step 1: Re-check the Device ID for typos

By far the most common cause:

• The Device ID is case-sensitive. Lowercase 'a' is not the same as uppercase 'A'.
• Confusing characters: 0 and O, 1 and l, 5 and S. Look closely at the on-screen ID and what you typed.
• No extra spaces: copy-paste sometimes adds a leading or trailing space.
• Open the Connect Device modal again and re-type the ID slowly, character by character.

Step 2: Is the InfoBox Digital Signage app actually running on the device?

If the app crashed, the Device ID may not be valid:

• Look at the screen. If it shows the InfoBox Digital Signage app's pairing screen with a Device ID, the app is running.
• If the screen is black, on the Android home screen, or stuck on a loading spinner, the app isn't running. Restart it.
• Customer Android: open the InfoBox Digital Signage app from your home screen.
• Native Android display via APK: open the InfoBox Digital Signage app from the display's app list.

Step 3: Is the device on WiFi?

The Device ID won't appear without internet:

• The InfoBox Digital Signage app needs internet to register itself with our servers and generate a stable Device ID.
• If the WiFi is down or the network blocks our domains, the app shows a connection-error message instead of a Device ID.
• Confirm the device has working internet first. See WiFi setup.

Step 4: Is the device already paired to a different screen?

Each Device ID can only be paired to one screen entry at a time:

• If you've previously paired this device to a different screen on the Platform, you need to either swap (using Change Device ID on the original screen) or factory-reset the device first.
• Use the Change Device ID flow on the original screen if you want to repurpose the device.
• Use Factory Reset if you want a fresh start. See Factory Reset.

Step 5: Is the screen already paired to a different device?

On the Platform side, check the screen:

• If the screen shows a Change Device ID button instead of a Connect Device button, it's already paired to some device.
• Use Change Device ID to swap to the new device's ID. See Connect Device and Device ID.

Step 6: App version too old

Outdated APK installs sometimes generate IDs that don't match the new server format:

• Customer Android (Play Store): open Google Play Store, search for InfoBox Digital Signage, tap Update if available.
• Native Android display via APK: email kasper@infoboxi.com to request the latest APK and reinstall.
• After updating, restart the app to get a fresh Device ID.

Step 7: Still not pairing? Contact us

If everything looks right but pairing still fails:

• Email kasper@infoboxi.com with: the Device ID exactly as shown on the screen, the screen name on the Platform, and the device type (InfoBox Basic, native Android model, customer Android model).
• Include a photo of the device's pairing screen if possible. We can verify the Device ID directly.
• Pairing failures past Step 6 are rare. We can almost always resolve them quickly.

Summary

Pairing fails most often due to typos in the Device ID. Then: app not running, WiFi down, device or screen already paired elsewhere, outdated app version. Contact us if Steps 1-6 don't fix it.