Troubleshooting Guide for Vibe

Set Local Time

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.
   

Screen Not Updating or Blank

• 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.

Screen Resolution is 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

Video Appears Enlarged

• Turn Tile Mode OFF (via LG remote).
• Confirm the correct video is in the playlist.
• In slide settings, verify Resize Video is configured properly.
• Check LG settings for Zoom or Screen Fit and disable them.
  

App Not Syncing or ‘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.
    

Vibe App Settings Do Not Open Automatically

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

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 Issues

App Installation Problems

• 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.

Authentication Problems

• 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.
    

Content Not Downloading

• Press BLUE button to check logs:
  • Look for errors like -10 (network) or auth token.
• If logs show repeated failures:
  • Check network stability (wired preferred).
  • Confirm Site URL is correct and reachable.
  • Ensure firewall allows outbound traffic to Vibe servers.
    
    

Orientation Issues

• If Portrait Mode in app does not work:
  • Set orientation in LG TV settings under General > Screen Rotation.
  • Restart after changing orientation.
    

USB Install Problems

• 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.
    

Remote Navigation Issues

• If remote buttons (Yellow/Blue) do not respond:
  • Replace batteries or use a wireless keyboard/mouse.
  • Confirm the remote is paired correctly.
    

Additional 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.