Experiencing an issue?

Experiencing an issue?

If you are experiencing an issue, please review the relevant category below. Each section links to detailed guides to help you quickly resolve common problems.

Screen Issues

Problems where your digital screens are not displaying content correctly.
Common Issues:
  • Screen is not updating with slides / screen is blank
  • Screen resolution is incorrect
  • Video on screen appears enlarged or distorted
Device-Specific Troubleshooting:
Tips:
  • Ensure screens are connected to the correct network and powered on.
  • Restart the screen if content is not updating.
  • Confirm that the correct input/source is selected.
If the screen does not come back online after your checks, please take a photo of the logs (press the yellow button on the remote) and email it to support@vibe.fyi

Slide & Playlist Issues

Problems where your slides or playlists are not appearing as expected.
Common Issues:
  • Slide is not showing on screen
  • Slide is missing content items
  • Slide was showing and suddenly disappeared
  • Expired slides are still displaying
Troubleshooting Steps:
  • Check slide expiration dates and advanced schedule settings.
  • Review slide filters in the portal; deselect unnecessary fields to ensure content appears.
  • Confirm the slide is assigned to the correct screen or playlist.
Relevant Guides:

Portal Issues

Problems accessing or using the Vibe Portal.
Common Issues:
  • Unable to log in
  • Server or network issues
  • Features not loading correctly
Troubleshooting Steps:
  • Check the Server Status
  • Confirm internet connectivity
  • Clear browser cache and cookies
  • Try an alternate browser if issues persist
Guides:

Windows App / Desktop Player Issues

Problems using the Vibe Desktop Player or Windows application.
Common Issues:
  • Desktop app crashes or fails to launch
  • Slides not updating in player
  • Video or multimedia playback issues
Troubleshooting Steps:
  • Restart the app or computer
  • Ensure latest app version is installed
  • Check local firewall or antivirus settings that may block app connectivity
Guides:

Integration Issues

Problems with third-party integrations such as Power BI, Google Calendar, or Microsoft Teams.
Common Issues:
  • Data or content not syncing correctly
  • Integration shows errors or fails to load
Troubleshooting Steps:
  • Confirm integration settings are correct in the Vibe portal
  • Verify external service is functional and accessible
  • Re-authenticate integration if needed
Guides:

Network & Connectivity Issues

Problems related to network, bandwidth, or connectivity between screens, players, and portal.
Common Issues:
  • Screens show “offline”
  • Slides failing to load due to network lag
  • Content stuck in “pending update”
Troubleshooting Steps:
  • 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
Guides:

Media & File Issues

Problems with slide content, images or videos not displaying correctly.
Common Issues:
  • File type not supported
  • Video not playing correctly
  • Images appear cropped or distorted
Troubleshooting Steps:
  • Ensure files meet Vibe’s supported formats and resolutions
  • Avoid overly large files; compress if necessary
  • Test content in a single slide before adding to a playlist
Guides:

Account & Permissions Issues

Problems related to user roles, access rights, or permissions.
Common Issues:
  • Unable to edit or publish slides
  • Cannot access certain screens or playlists
  • Admin-only features inaccessible
Troubleshooting Steps:
  • Verify your user role and permissions in the portal
  • Contact your system administrator if access is restricted
Guides:
  1. Review User Roles & Permissions Guide

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