1. Content is showing at the wrong 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.
   
   

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.