If you encounter a persistent issue, after troubleshooting using the recommended guides below, please take a photo of the logs (press the yellow button on the remote) and email support@vibe.fyi

Screen Issues

• Screen is not updating with correct slides
  
• Screen is blank
  
• Screen resolution is incorrect
• Video on screen appears enlarged or distorted
  

Read Vibe's full guides to help fix screen issues:

1. LG WebOS Screens - Troubleshooting
   
2. Samsung Screens - Troubleshooting
   

Slide & Playlist Issues

• Slide is not showing on screen
• Slide is missing content items
• Slide was showing and suddenly disappeared
• Expired slides are still displaying

1. Check slide expiration dates and advanced schedule settings.
   
2. Review slide filters in the portal; deselect unnecessary fields to ensure content appears.
   
3. Confirm the slide is assigned to the correct screen or playlist.

Help identify and fix missing content issues using this comprehensive guide:

1. Content Isn’t Showing - Troubleshooting

Media & File Issues

Problems with slide content, data file uploads, images or videos not displaying correctly, such as:

• File type not supported
• Video not playing correctly
• Images appear cropped or distorted

Quick Troubleshooting Steps:

• Ensure files meet Vibe’s supported formats and resolutions.
• Avoid overly large files; compress if necessary.
• Preview content in a test slide before adding to a playlist.
  

Read Vibe's full guides to help fix media and file issues: 

1. Content Isn’t Showing - Troubleshooting
2. Images: Uploading & Optimisation
   
3. Videos: Uploading & Optimisation
   
4. Data Templates

Software Troubleshooting

We know how frustrating it can be when a file doesn’t upload or content save as expected. Most issues are quick to fix and are usually related to file settings, browser behaviour, or a temporary connection hiccup.

You'll find common error messages and simple steps to get things back on track in this help guide:

1. Software Troubleshooting

Portal Access Issues

• Unable to log in
• Server or network issues
• Features not loading correctly

• Check the Server Status.
• Confirm internet connectivity.
  
• Clear browser cache and cookies.
• Try an alternate browser if issues persist.

Gain access to the Vibe portal using this guide:

1. Logging in to Vibe - Portal & Admin
   
2. Logging in to Vibe - iOS App
   
3. Two-Factor Authentication (2FA)
4. User Account Management
   

Account Permission Issues

Problems related to user roles, access rights, or permissions, such as:

1. Unable to edit or publish slides
   
2. Cannot access certain screens or playlists
   
3. Admin-only features inaccessible
   

Quick Troubleshooting Steps:

• Verify your user role and permissions in the portal.
• Contact your administrator if access is restricted.
  

Help identify and fix account permission issues using this guide:

1. User Manager Roles & Permissions
   

Windows App / Desktop Player Issues

• Desktop app crashes or fails to launch
• Slides not updating in player
• Video or multimedia playback issues

• Restart the app or computer.
• Ensure latest app version is installed.
• Check local firewall or antivirus settings that may block app connectivity.

Read Vibe's full guides to help identify and fix player and application issues:

1. Windows App Troubleshooting
   
2. Desktop Player App
   

3rd-Party Integration Issues

• Data or content not syncing correctly
• Integration shows errors or fails to load

• Confirm integration settings are correct in your Vibe portal.
• Verify your external 3rd-party service is functional and accessible.
• Re-authenticate the integration with Vibe.fyi if needed.

Help fix 3rd-party integration issues using this section:

1. Integrations
   

Network Connectivity Issues

• Screens show “offline”
• Slides failing to load due to network lag
• Content stuck in “pending update”

• Confirm screen/device is connected to the correct network.
• Check for firewall or proxy restrictions that may block Vibe services.
• Restart routers or switches if multiple screens are affected.

Help identify and fix network connectivity issues using this guide: 

1. Reconnect Offline Screens