Troubleshooting - LG WebOS Screens

Troubleshooting - LG WebOS Screens

1. Content is showing at the wrong time

Setting the correct local time of the device ensures that date-based content, advanced schedule and the Date Time Overlay show on screen correctly.
  1. On the LG remote, open General > Date & Time.
  2. Set the correct time zone (e.g., Oceania > New Zealand > Auckland).
  3. Turn Set Automatically ON.

2. Screen is blank and not updating

  • Ensure the screen is powered ON.
  • Check network connection:
    • Ethernet (recommended): Plug in the cable.
    • Wi-Fi: Go to General > Network and connect to a strong network.
  • Confirm the screen is assigned to the correct slide and the slide is active.
  • Restart the screen and verify the Vibe app launches.
  • Extra checks:
    • Update LG firmware.
    • Disable Energy Saving or Auto Power Off in LG settings.
    • Check HDMI/input source if external devices are connected.

3. Screen resolution looks wrong

  • Confirm resolution in Vibe's Admin Console matches the screen’s native resolution.
  • Double-check the exact resolution (even a 1-pixel mismatch matters).
  • Ensure content orientation (Portrait/Landscape) matches physical setup.
  • In LG settings:
    • Reset Aspect Ratio
    • Disable Zoom or Screen Fit options

4. Video doesn't fit on screen

  • Turn Tile Mode OFF (via LG remote).
  • Confirm the correct video is in the playlist.
  • Check LG settings for Zoom or Screen Fit and disable them.

5. App is not syncing or showing ‘Get Auth Token Error’

  • Verify the auth code is correct.
  • Check General > Date & Time (timezone and time must be accurate).
  • Restart the screen after correcting time settings.
  • If still failing:
    • Clear app cache or reinstall the Vibe player app.
    • Ensure LG WebOS firmware is up to date.

6. Settings do not open automatically

  • Press the YELLOW button on the LG remote to open settings manually.
  • Confirm all required settings are entered correctly.


7. Network connection (-10) error

  • If error occurs during first sync:
    • Restart the screen and retry.
  • If error persists after app installation:
    • Upgrade LG firmware.
    • Check firewall or proxy settings on your network.
    • Test connectivity by opening a web page via LG browser.


Installer-Specific Problems

1. App installation

  • If pressing and holding Settings does not work:
    • Ensure you are using the correct LG remote.
    • Try a different USB keyboard/mouse for navigation.
  • 8080 Code Not Working:
    • Confirm the screen is in Commercial Mode (not Home Mode).
    • If in Home Mode, reset and select Commercial during initial setup.
  • App Download Fails:
    • Check that Fully Qualified Domain Name (FQDN) setting is ON.
    • Verify IPK URL is entered correctly (no spaces).
    • If using USB install:
      • Folder name must be Application.
      • File type must be IPK.
      • USB formatted as FAT32.

2. Auth code

  • If username/password does not save:
    • Use a wireless keyboard for easier input.
    • Double-check for spaces or special characters.
  • If using Auth Code, ensure:
    • No spaces in the code.
    • Time and date settings are correct.

3. Content not downloading

  • Press BLUE button to check logs for errors:
    • -10 (network)
    • auth code / token
  • If logs show repeated failures:
    • Check network stability (wired preferred).
    • Confirm Site URL and Auth Code are correct.
    • Ensure firewall allows outbound traffic to Vibe servers.


4. If 'Portrait Mode' in app does not work

  1. Set orientation in LG TV settings under General > Screen Rotation.
  2. Restart after changing orientation.

5. If app does not install from USB

  • Confirm USB is formatted FAT32.
  • Ensure only one IPK file is in the Application folder.
  • Try another USB port on the screen.

6. If remote buttons (Yellow/Blue) do not respond

  1. Replace batteries or use a wireless keyboard/mouse.
  2. Confirm the remote is paired correctly.

Preventive Checks

  • Firmware Updates: Keep LG WebOS firmware current.
  • Power Settings: Disable auto-sleep or energy-saving modes.
  • App Version: Ensure the Vibe player app is the latest version.
  • Content Scheduling: Verify schedules in Vibes Portal and Admin Console match the correct time zone.
  • Remote Diagnostics: Enable remote management or export logs for support.
  • Factory Reset (Last Resort): If persistent issues remain, perform a factory reset and reinstall the Vibe app.

IdeaPro Tip: Always confirm the LG screen is running in Commercial Mode for stable performance.

FAQ

Why is my content showing at the wrong time?
This usually happens when the screen’s local time or time zone is incorrect.
Ensure the device time is set correctly under General > Date & Time and that Set Automatically is turned on with the correct time zone selected.
Why is my screen blank or not updating?
Check that the screen is powered on, connected to the network, and assigned to an active slide.
Restart the screen and confirm the Vibe player app launches successfully.
What network connection should I use?
A wired Ethernet connection is recommended for stability.
If using Wi-Fi, ensure the screen is connected to a strong and reliable network.
Why does my content look stretched or misaligned?
This usually indicates a resolution or orientation mismatch.
Confirm the resolution in the Vibe Admin Console matches the screen’s native resolution and that Portrait or Landscape orientation matches the physical setup.
Why doesn’t my video fit the screen?
Check that Tile Mode is turned off on the LG screen and that Zoom or Screen Fit options are disabled.
Also confirm the correct video is assigned to the playlist.
What does “Get Auth Token Error” mean?
This error is commonly caused by incorrect time settings or an invalid auth code.
Verify the auth code, confirm the device time and time zone are correct, and restart the screen.

What does network error “-10” mean?
This indicates a network connectivity issue.
Restart the screen, check firewall or proxy settings, and test internet access using the LG browser.
Why is my content not downloading?
Open logs using the BLUE button and check for network or auth errors.
Verify the Site URL and Auth Code, and ensure your network allows outbound traffic to Vibe servers.
Why don’t the Yellow or Blue remote buttons respond?
Replace the remote batteries or confirm the remote is paired correctly.
A wireless keyboard or mouse can also be used as an alternative.
Click (F2,F4) on keyboard to open the vibe logs and settings.
 

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