A screen shows offline

What you may be seeing

• Screens marks a paired device offline or shows an old last-seen time.
• The TV may still be showing previously cached content even though the dashboard says offline.

What usually causes it

• The player device lost internet access or Wi-Fi.
• The player device or TV lost power, rebooted, or the browser/app was closed.
• A smart-TV/browser platform suspended the signage tab.
• A local network, DNS, captive portal, firewall, or ISP problem is blocking outbound HTTPS.

Do this

1. Check that the player device is powered and the CanvasRelay player/app is actually open.
2. Check internet access on that device. For a browser player, load another HTTPS site or reload player.canvasrelay.app after connectivity returns.
3. For Raspberry Pi, confirm the Pi has power/network and allow its kiosk/service restart behavior to recover the player.
4. For Fire TV/Android/smart-TV browsers, reopen the browser/player if the operating system suspended or closed it.
5. Return to Screens and wait for the last-seen/online state to refresh. Remote commands cannot be delivered until the device checks in again.

You know it is fixed when

• Screens reports the device online with a recent last-seen time.
• Its deployment/feed state begins updating again if a newer release exists.

When this is probably a real support issue

• The device has working internet but CanvasRelay stays offline across reload/restart, especially if multiple devices on different networks do the same.