Read First

1. LG (WebOS) SoC:
   
1. If your screen is running webOS 2.4.5 or higher, you'll have access to friendly error messages that help you troubleshoot any communication or authentication errors.
   
2. To view the App logs:
   
1. Onsite: Push the BLUE button on the LG remote to show the logs onscreen
   
2. Remote Management: Login to your admin console and open the Remote (Device) Manager

Common Error Codes

Error code 1: Network error

A network error indicates that there may be an internet/network connection issue or your firewall/security settings are blocking the app from communicating with the Vibe.fyi server.

To fix this error, please check the following:

1. Is your device connected to a fixed or wifi network? If not:
   
1. Fixed/Wired (recommended): Plug the ethernet cable into the LAN port (at the rear of your LG display) and wait for the connection to be established
   
2. Wireless*
   
1. LG Digital Signage devices: Use the LG remote to open the LG System Settings and locate the Network settings.  Follow the prompts to select your network and enter your password. When the LG display is connected to the wireless network, please recheck the logs (BLUE button on remote).
   
2. Windows Desktop Player App: Check the network settings on your device.

1. Are your firewall/security settings preventing the app from communicating?
   Contact your Vibe support team to request the IP addresses required for your IT team to setup whitelisting.

*If using a wireless connection with a browser prompt (e.g. connection requires you to enter information before a connection is established), please ask your IT team to bypass the prompt.

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Error code 2: Invalid Site URL

Entering the 'Site URL' incorrectly in the Digital Signage app settings will result in an 'Error code 2...' in the logs.  To input the correct URL in the app settings:

1. Push the YELLOW button on the remote to open the Digital Signage app settings
2. In the app settings, use the remote to navigate to the Site URL field and enter the correct site URL using the remote and onscreen keyboard (or plug a wired/wireless keyboard & mouse into the USB port to perform this action)
3. Navigate to and select the [Save & Sync] button to start syncing
4. Push the BLUE button on the remote to view the logs and check that the error is no longer occurring

NB: To request your Site URL, contact our support team.

Error code 3: Incorrect auth code

Entering the 'Auth Code' incorrectly in the Digital Signage app settings will result in an 'Error code 3...' in the logs.  To input the auth code in the app settings:

1. Push the YELLOW button on the remote to open the Digital Signage app settings
2. Use the remote to navigate to the Auth Code field
   (Note: you may need to uncheck the 'Enter Username and Password' option to see the Auth Code field)
3. Enter the auth code correct using the number buttons on the remote (or plug a wired keyboard into the USB port to perform this action)
4. Navigate to and select the [Save & Sync] button to start syncing
5. Push the BLUE button on the remote to view the logs and check that the error is no longer occurring
   

If, after a reboot, you are still seeing the incorrect auth code error, it may be due to your company network blocking our IP address.

NB: To request your auth code, contact our support team.

Error code 4: Incorrect username or password

Entering the username and password incorrectly in the Digital Signage app settings will result in an 'Error code 4...' in the logs.  To input the username and password in the app settings:

1. Push the YELLOW button on the remote to open the Digital Signage app settings
2. Use the remote to navigate to the Username field
   (Note: you may need to check the 'Enter Username and Password' option to show the username and password fields)
3. Enter your username correctly using the remote and onscreen keyboard (or plug a wired/wireless keyboard & mouse into the USB port to perform this action)
4. Enter your password correctly using the remote and onscreen keyboard (or plug a wired/wireless keyboard & mouse into the USB port to perform this action)
5. Navigate to and select the [Save & Sync] button to start syncing
6. Push the BLUE button on the remote to view the logs and check that the error is no longer occurring

NB: To request your username and password, contact our support team.

Error code 5: Location unavailable

This error indicates that:

1. The auth code or username/password entered in the app settings is linked to a deleted location. Please contact our support team to request more information.
   OR,
2. The server is temporarily unavailable. Please wait to see whether the error corrects itself or contact our support team to request more information.

Error code 47: Remote App Upgrade

If this error occurs when upgrading the Digital Signage app remotely, contact our support team to request assistance.

This error is related to the original URL used to download the app (IPK file) and occurs if a 301 redirect has been added since the original setup.

Download error (Error downloading: certificate is not yet valid)

This error is linked to an Timezone and/or Date and Time setting. 

1. Use the remote to open the TV Settings and select General > Date & Time to change the date to 'Set Automatically'
2. Change region to the correct location (e.g. Oceania > New Zealand)

Download and save index file fail: error writing index file, the error occurred when requesting the remote file

1. Use the LG remote to open Settings > General > Date & Time
   
2. Check the current date and time onscreen is correct
   
3. Enable the 'Set Automatically' setting
   
4. Open the timezone settings and confirm that the region is correct (e.g. Oceania > New Zealand > Auckland)

Get auth token fail: The location is associated with another device

Cannot get an auth token - The maximum screensaver device count (10) has been reached

Only for Screensaver/Lock Screen/Desktop Wallpaper channels

If you encounter the above errors, it indicates that the allocated connection limit for the respective channel has been exceeded. To resolve this, please contact your Vibe representative to discuss increasing the license count (purchasing additional connections). This will ensure adequate support for the required number of devices.
You can also see your number of license already purchased (Default is 10)