Experiencing an issue?

Experiencing an issue?

If you need to troubleshoot an issue, please review the most common problems below. Click into the relevant troubleshooting guide to help you resolve and fix problems that you may encounter.
NotesIf 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

Problems when your digital screens are not displaying content correctly, such as:
  • Screen is not updating with correct slides
  • Screen is blank
  • Screen resolution is incorrect
  • Video on screen appears enlarged or distorted
Quick Troubleshooting Steps:
  • 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.
Info
Read Vibe's full guides to help fix screen issues:
  1. LG WebOS Screens - Troubleshooting
  2. Samsung Screens - Troubleshooting

Slide & Playlist Issues

Problems where your slides or playlists are not appearing as expected, such as:
  • Slide is not showing on screen
  • Slide is missing content items
  • Slide was showing and suddenly disappeared
  • Expired slides are still displaying
Quick Troubleshooting Steps:
  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.
InfoHelp 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.
Info
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


Portal Access Issues

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

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.
Info
Help identify and fix account permission issues using this guide:
  1. User Manager Roles & Permissions

Windows App / Desktop Player Issues

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

Problems with 3rd-party integrations such as Power BI, Google Calendar, or Microsoft Teams, such as:
  • Data or content not syncing correctly
  • Integration shows errors or fails to load
Quick Troubleshooting Steps:
  • 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.
Info
Help fix 3rd-party integration issues using this section:
  1. Integrations

Network Connectivity Issues

Problems related to network, bandwidth, or connectivity between screens, players, and portal, such as:
  • Screens show “offline”
  • Slides failing to load due to network lag
  • Content stuck in “pending update”
Quick 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.
Info
Help identify and fix network connectivity issues using this guide: 
  1. Reconnect Offline Screens


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