Troubleshooting & FAQ
Most screen problems fall into one of three buckets. Start with the guide that matches what you see:
Before digging in, check status.veyli.cloud to rule out a platform-wide incident.
Frequently asked questions
What happens if the internet goes down?
Nothing visible to your audience. Veyli Player caches every media item it needs locally and keeps playing offline indefinitely, following the schedule it last received. When the connection returns, it syncs any changes and uploads queued proof-of-play logs.
How quickly do changes reach my screens?
When you click Publish, Veyli pushes the change to online players immediately — usually within a few seconds. Players also poll for changes every 60 seconds as a fallback. Large videos must finish downloading before they start playing.
When is a screen marked Offline?
Players send a heartbeat every 30 seconds. If the dashboard hasn’t received one for 2 minutes, the screen is marked Offline and any configured alerts fire. See Monitoring.
What network access does a player need?
| Destination | Port | Why |
|---|---|---|
*.veyli.cloud | TCP 443 (HTTPS) | Pairing, heartbeats, schedule sync, logs |
cdn.veyli.cloud | TCP 443 (HTTPS) | Media downloads |
NTP server (e.g. pool.ntp.org) | UDP 123 | Accurate clock so schedules switch on time |
No inbound ports are required.
Why is a different playlist showing than the one I expected?
Another schedule probably has a higher priority. The order is: Emergency override → higher priority number (10 wins) → more specific target (a screen beats its group) → most recently published. Read Priorities & conflicts.
Can I move a screen to another workspace?
Yes. Unpair it (Screens → ⋯ → Unpair), then pair it again from the other workspace using the new pairing code shown on the player.
I hit my storage limit. What now?
Delete unused media from the Media library (sort by Last used) or upgrade your plan — see Billing & plans.
Still stuck?
Email [email protected] with:
- The screen name or ID (from Screens → screen → Details)
- A recent screenshot (Remote commands → Take screenshot)
- What you expected vs. what you see, and when it started