Samsung Troubleshooting

Samsung Troubleshooting

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 
    1. Using the Samsung remote, power the screen on and open the Samsung menu
    2. (Required) Navigate to System > Time > NTP Settings and configure the following:
      1. Network Time Protocol = Use
      2. Server URL - Enter the NTP server URL for your timezone 
        (e.g. for New Zealand, you would enter nz.pool.ntp.org)
      3. Time Zone - Select your time zone 
    3. Select [Save]
    ​
  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 your screen information

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

    • Announcements

    • Video Templates Now Check for Missing Files

      No more silent video hiccups! If a video file is missing or hasn’t uploaded properly, you’ll now see a clear alert in the Portal. 🚨🎬 This update helps catch issues early—so you’re not left wondering why your video slide isn’t playing as expected. Just

    • No More Empty Slides After Sync in Global Locations

      We’ve patched a sneaky issue where player apps outside of New Zealand were showing blank slides 1 hour after their first sync. Now, whether you’re displaying content in Sydney, Singapore, or San Francisco—your screens will stay fresh and full of dynamic

    • 8K Video Thumbnails Are Now Generating Like a Dream

      Got ultra-high-res video content? Great news—thumbnails for 8K videos are now generating perfectly in Vibe! 🎥✨ We’ve resolved a glitch that was preventing thumbnails from being created for ultra-HD files. Now your crisp, detailed video previews will

    • Template Updates Now Live

      We’ve rolled out a fresh batch of template enhancements to make designing even smoother: 🖼️ Improved Video Upload Naming The Multi (Video–Weather–Content) template now supports a clearer naming convention for landscape video file uploads. 📱 QR Code

    • SharePoint API Updates

      We’ve made some key improvements behind the scenes to keep your SharePoint integrations running smoothly: ✅ Renamed the "Azure API" module to "SharePoint API" – clearer name, same purpose! 🛠️ Fixed a Cloudflare error that appeared when adding a new SharePoint