Troubleshooting: Samsung Screens

Troubleshooting: Samsung Screens

This article helps to quickly identify and fix the most common issues that can affect Vibe content playback on Samsung Tizen screens, including incorrect scheduling, blank screens, resolution problems, and app syncing errors.

By following these checks, installers and administrators can ensure devices are correctly configured, stay connected, display content at the right time, and deliver a stable, reliable digital signage experience.

Set Local Time on Samsung Tizen Screens

Why this matters: Setting the correct local time of the device ensures that date-based content, advanced schedule and the Date Time Overlay show on screen correctly.
Steps to configure local time:
  1. Using the Samsung remote, power on your screen and open the Samsung menu.
  2. Navigate to System > Time > NTP Settings. Configure the following:
    1. Network Time Protocol (NTP) – Set to Use
    2. Server URL – Enter the NTP server for your region (e.g., for New Zealand: nz.pool.ntp.org)
    3. Time Zone – Select your Time Zone (sometimes listed as time zone in software settings).
  3. Select [Save] to apply your settings.

Screen is not updating. Screen is blank/black

  1. Make sure the screen is powered on.
  2. Check the network connection
    1. Using the Samsung remote, power the screen on and open the Samsung menu
    2. Navigate to Network > Open Network Settings and choose one of the options below:
        1. Fixed (recommended) - Plug your ethernet cable in and select [Yes] to setup a wired network
        2. WiFi - Select the 'Wireless' option, choose your wifi network, enter the password and select the [Go] button on the onscreen keyboard or hit Enter/Return on your USB wireless keyboard
  3. Check the time in the screen and set it to the proper time.
  4. Check the slide is assigned to the screen and it is active 

Resolve 'Get auth token' log error

App not syncing or downloading? If the auth code you've entered is confirmed as correct, check the System > Time > NTP Settings. The timezone and date/time must be accurate in order for the app to function correctly.



How to locate screen information

  1. To help with troubleshooting, you may need to access details such as the Samsung model or software version.
  2. You can find this information by pushing Menu on the TV remote and selecting Support > Contact Samsung.


FAQ

How do I configure the local time on my Samsung screen?
  1. Power on your screen and open the Samsung Menu using the remote.
  2. Navigate to System > Time > NTP Settings.
  3. Configure the following:
    1. Network Time Protocol (NTP): Set to Use.
    2. Server URL: Enter the NTP server for your region
      (e.g., New Zealand: nz.pool.ntp.org).
    3. Time Zone: Select your correct time zone.
  4. Select Save to apply the settings.
My screen is blank or not updating. What should I do?

Basic checks:

  • Ensure the screen is powered ON.

  • Confirm the slide is assigned to the screen and is active.

Network checks:

  1. Open Samsung Menu > Network > Open Network Settings.

  2. Choose one of the options:

    1. Fixed (Ethernet, recommended): Connect the cable and select Yes to configure.

    2. Wi-Fi: Select Wireless, choose your network, enter the password, and select Go or press Enter/Return.

Other checks:

  • Verify the screen time is set correctly.

  • Restart the screen if necessary.

How do I resolve a “Get Auth Token” error?
This usually occurs when the device time or auth code is incorrect.

Steps:

  1. Confirm the auth code entered is correct by clicking the yellow button on the Samsung remote

  2. Check System > Time > NTP Settings:

    • Ensure the date, time, and timezone are accurate.

  3. Restart the screen after making changes.

How do I locate my Samsung screen information?

Steps:

  1. Press Menu on the Samsung remote.

  2. Navigate to Support > Contact Samsung.

  3. Record the displayed model and software version.