Screen Is Offline
A screen shows Offline when the dashboard hasn’t received a heartbeat for 2 minutes (players send one every 30 seconds). An offline screen usually keeps playing its cached content — “offline” means Veyli can’t reach it, not that it’s blank.
Check status.veyli.cloud first. If many screens across different sites went offline at the same moment, it’s likely a platform or ISP issue rather than your hardware.
Work through these checks
Is the device powered on and the player running?
Look at the physical screen. If it shows the TV’s input menu, a “No signal” message, or the OS desktop, the Veyli Player isn’t in the foreground.
- Android / ChromeOS / Windows / Linux: confirm Launch on boot (kiosk mode) is enabled in the player settings.
- Samsung Tizen / LG webOS: confirm the URL Launcher / SI app is set as the boot source.
- Power-cycle the device if it’s frozen.
Does the device have internet?
Open the player’s on-screen Diagnostics (press the menu/back key five times, or tap the bottom-right corner five times). It shows network status, IP address, and last sync time. If there’s no IP, check the cable or Wi-Fi credentials.
Is the firewall allowing Veyli?
Players need outbound access only:
| Destination | Port |
|---|---|
*.veyli.cloud | TCP 443 |
cdn.veyli.cloud | TCP 443 |
| NTP server | UDP 123 |
Guest Wi-Fi with captive portals and corporate proxies that inspect TLS are the most common blockers. Ask IT to allowlist the domains above and bypass TLS inspection for them.
Is the clock correct?
If the device clock is wrong by more than a few minutes, TLS connections fail and the player can’t check in. Make sure NTP (UDP 123) is reachable, or set the time zone and time manually in the device settings.
Was the screen unpaired?
If the player shows a 6-character pairing code instead of content, it has been unpaired or reset. Pair it again — see Pair your first screen.
Screen flaps between Online and Offline
Intermittent status usually means an unstable network:
- Move from Wi-Fi to Ethernet where possible.
- Check for power-saving settings that sleep the network adapter (Windows, Android).
- On weak Wi-Fi, large media downloads can starve heartbeats — schedule big uploads outside opening hours.
Get alerted next time
Set up an offline alert under Screens → Alerts so you hear about it before a customer does. See Monitoring.
Remote commands like Reboot only work while a screen is online. For an offline screen, someone needs to power-cycle it on site.