L'écran affiche « Hors ligne ».
Un écran qui permettait de se connecter à easyCMS ne répond plus. Vérifiez successivement l'alimentation, le réseau, l'horloge de l'appareil et l'adresse CMS.
A screen that used to work has stopped talking to easyCMS. Work down this page in order, because the causes are listed by how often they turn out to be the answer.
If the screen has never worked, you want A New Display Is Not Showing Up or Says It Is Awaiting Approval instead.
What “offline” means here
It does not mean easyCMS lost a live connection. There is no live connection.
Players call in every few minutes. “Offline” just means one has not called for longer than expected. A screen can be playing perfectly and still show as offline, because playing happens from its own storage.
Start with the last accessed time
This one number tells you where to look.
- Ouvrir Écrans .
- Find the screen and read Last accessed.
| Last seen | Where the problem probably is |
|---|---|
| Minutes ago | Not actually offline. Check your content or schedule instead. |
| Hours ago | Power or network at the site. Start at step 1 below. |
| Days ago | Same, but somebody has probably noticed the screen is dark. |
| About a month, and it went in about a month ago | The player licence. See player licence problems. |
Work through these four, in order
1. Power and the input source
Obvious, and still the most common answer.
- Is the player powered on? Check the light on the box, not the screen.
- Is the screen on the right HDMI input?
- Did the site have a power cut? Some players do not restart themselves afterwards.
2. The network
- Is the site’s internet working at all? Try another device there.
- Is the screen on guest wifi with a click-to-accept page? A player cannot click it, so it will never get online. Move it to a normal network.
- Has anything changed recently, a new router, a new firewall, a password change?
If the device has a browser, load https://app.myeasycms.com on it. You should get the login page. If you do not, the problem is the network, not easyCMS.
3. The device clock
A player whose date is wrong cannot make a secure connection, and the failure looks like a vague network error.
Check the device’s date and time. Set it to update automatically, and set the right timezone while you are there.
4. The CMS address
On a screen that used to work, this only changes if someone has been in the player’s settings or the device was reset.
Check the address is exactly https://app.myeasycms.com, including the https:// and with no trailing space. Both values are in your welcome email.
Do not delete the display
Watch out Deleting is permanent. It throws away the screen’s name, schedule and history, it does not fix anything, and it does not free a licence.
If you genuinely need the licence elsewhere, deauthorise instead. That releases it, keeps everything, and can be undone.
Still offline
Send us a support request with:
- The display name.
- Its last accessed time.
- Which of the four checks above you have done.
That last one is what saves a day of back-and-forth.
Related articles: Display Is Online but Content Never Changes, Your Screen Stopped Taking New Content: Player Licence Problems, Network Requirements and Firewall Rules, Reading the Player Status Window