How To - Establish a remote connection to your screens

Lost the remote connection to your Vibe displays?
Devices showing as not syncing in the Uptime Report?
Can't see your device?

Here are the recommended first steps for re-establishing a lost remote connection:

• STEP 1: Contact someone onsite and confirm that the screen/display is plugged in and turned on.
  
  If the display is powered off, please ask them to turn the power on and wait 4-5 minutes to see whether a remote connection is established. If the device does not show in the admin console (Digital Signage > Devices), proceed to step 2.
  
  
• STEP 2:  If the display is already powered on, please confirm that the wired or wireless network is connected:
  • Wireless
    1. To confirm that the wireless network is stable, ask your onsite contact to connect to the same WIFI network on their mobile device and confirm that the connection is functioning as expected
    2. If they cannot establish a connection, ask your IT team to check the router and also confirm that there is no limit to the number of devices that can connect (if using a public network)
  • Wired
    Confirm that there are no known network issues. If the Vibe Cloud server needs to be whitelisted, please contact our support team to request a list of IP addresses.
    
    If the network connection is stable and the display is connected, but the remote connection is not reestablished in the admin console (Digital Signage > Devices) within 4-5 minutes, proceed to step 3.
• STEP 3:  If the display is on and the network connection is stable, please confirm that the Digital Signage app is running:
  1. For LG SoC devices
     Ask your onsite contact to press the Yellow or Blue button on the LG remote and confirm if the app settings (yellow) or app logs (blue) are showing. If not ask the person to push the Home button on the remote, search for the (Contegro) Digital Signage and press OK on the remote to launch the app
  2. For Philips SoC devices
     Ask your onsite contact to press the Yellow or Blue button on the Philips remote. If the app settings (yellow) or app logs (blue) do not appear onscreen, talk through these steps to launch the app:
     1. On the remote, push Home + 1888 to launch admin mode
        This page has four items: “Settings”, “Apps”, “Network” and “Help”
        1. Choose Apps
           
        2. Navigate to and select [Digital Signage], then push OK on the remote to open the app
           

IF the app is not showing, it may not have been installed successfully. Please head to Hardware, Software & Apps to find the initial app install guide for your device.

IF the app is launched successfully and content does not appear onscreen or the device does not appear in your Devices remote management tool (admin console) after 3-4 minutes, please ask your onsite contact to take a photo of the app logs and app settings and email them to you for further investigation.