Content not displaying

Introduction

If your InfoBox screen stays blank, shows a black screen, or doesn't display the content you expect, work through the steps below in order. Most issues fall into one of three buckets: physical, network, or content. The order here moves from quickest-to-check to deepest-investigation.

Step 1: Physical connections

Start with the basics:

• Power: confirm the device is plugged in and the screen is on.
• HDMI: check the cable is firmly seated at both ends. Try a different HDMI port or cable if available.
• TV input: confirm the screen's input source matches where InfoBox is connected (e.g. HDMI 1).
• If the screen is fully dark with no signal, the issue is almost always in this step.

Step 2: Is the screen paired?

Check whether the screen is connected to a Device ID:

• Open InfoBox screens (FI: InfoBox näytöt) on the Platform.
• Find the screen in the list. If it shows a Connect Device (FI: Yhdistä laite) button instead of an Online/Offline status, the screen has never been paired and isn't yet associated with a physical device.
• Pre-paired devices (InfoBox Basic, native Android we shipped) ship already paired. If you see Connect Device on these, contact kasper@infoboxi.com.
• Customer Android devices and Path 2b APK installs must be paired manually. See Connect Device and Device ID.

Step 3: Is the screen Online on the Platform?

Check device status:

• Look at the screen's status badge: Online or Offline.
• If Offline, the device can't reach our servers. See No network connection.
• If Online, the device is reachable, so the problem is content-side. Continue.

Step 4: Is content actually published?

Verify the slide list:

• Click the screen on the Platform.
• Make sure the screen has at least one published slide. Unpublished drafts don't reach the device.
• If you recently edited content, click Publish (FI: Julkaise). Drafts are invisible on screens.
• If the slide list is empty, add slides and Publish. See Adding slides to a screen.

Step 5: Force a resync

If the screen is paired, Online, and has published content but still shows nothing:

• Click Resync (FI: Synkronoi uudelleen) on the screen.
• The Platform pushes the latest content to the device immediately.
• Wait 10-30 seconds. The device fetches and switches to the new content.

Step 6: File compatibility

If specific slides don't show but others do:

• Image format: JPG, PNG, WebP. Other image formats may upload but not display.
• Video format: MP4 (H.264) only. WEBM, MOV, AVI files won't play. See Supported file types.
• iFrame URL: must be public HTTPS, embeddable, no login wall. Test in a private browser window. See Slide types deep-dive.
• Power BI: Publish to web must be enabled. See Power BI dashboards.

Step 7: Restart the device

If everything else looks right:

• Unplug the device's power cord.
• Wait 10 seconds.
• Plug it back in.
• The device boots, fetches the latest content, and resumes playback. This clears most flaky cache states.

Step 8: Still stuck

If you've worked through everything above and the screen is still blank:

• Email kasper@infoboxi.com with: the screen name as it appears on the Platform, the Device ID (visible in the screen settings), and a brief description of what you've already tried.
• Include a photo of the screen if it's showing something unexpected.
• We'll get back to you quickly.

Summary

Diagnose in order: physical → paired → Online → content published → resync → file compatibility → restart → contact us. Most issues resolve in steps 1-3.