Troubleshooting

Start with the Screens tab: every screen shows online/offline, which feed version it's playing versus the latest, and any errors it reported. The error-code catalog (/docs/errors) explains every CR-xxxx code the platform can show you.

• Check power and Wi-Fi on the device first — offline almost always means the player can't reach the internet.
• Cached content keeps playing through ordinary outages while the screen's playback lease is valid—normally about seven days for paid playback—so a short outage is a monitoring issue rather than a blank screen.
• You'll get an email after 5 minutes offline, and another when it recovers.

• Screens poll about every 30 seconds (60 on the free plan) — give it a minute.
• Check the screen's feed version in Screens: if it's behind, the download may still be running (large video takes a while).
• If the screen is pinned to a specific release (testing), it won't follow new publishes until unpinned.
• Still stuck? Send Reload from the screen's card — or check its diagnostics overlay (hold the bottom-left corner for 2.5 seconds).

• Codes expire after 10 minutes — enter the code currently on the TV, not an old one.
• CR-5002 means the code expired or was already claimed; the TV shows a fresh one automatically.
• A screen showing CR-5004 was revoked from a dashboard — pair it again with a new code.

• Verification links last 24 hours; request a fresh one from the login page.
• Password reset links are single-use and last 1 hour; resetting signs out all your other sessions.
• Invited but can't accept? You must sign in with exactly the email address the invitation was sent to (CR-2008).

Email [email protected] — a human replies within 1 business day. Include your organization name and, if it's about a screen, the screen's name and any CR-xxxx error code it shows (the diagnostics overlay lists them: hold the bottom-left corner of the screen for 2.5 seconds).