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If you experience issues with your digital signage screens, it’s important to know how to follow some basic troubleshooting steps. The following is a guide for diagnosing and fixing typical problems encountered when setting up and managing digital signage systems. Our goal is to provide you with simple steps to identify and fix issues quickly.

We categorized common questions and issues into sections below based on the main components involved, including hardware, software, networking, and content. Browse the area related to the problems you are having at the moment to find recommended solutions to try.

Remember, you can always reach out to us at support@fugo.ai if you are still having issues and we will gladly assist.

If you are having problems displaying content or connecting devices then it may indicate cabling issues, screen resolution mismatches, faulty hardware or power problems. Here are some steps to isolate hardware-specific issues:

Cables and connectors

Inspect all display ports and cables for loose or damaged connectors. Sometimes simply unplugging your display cable and plugging it back in again will resolve a display problem.
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Screen settings

If your screen is a smart TV then ensure that the correct source is selected. This will normally be your HDMI port selection in your screen menu. The number of ports on a screen will vary between manufacturers and models, so you will need to check which port your screen has connected, (for example, HDMI 1) and verify that it is selected on your screen’s menu as well.

No power to screen

Check your power cables and make sure there are no bad connections or devices unplugged.

If your video or images are not displaying correctly then you might need to adjust orientation (portrait/landscape). If it is just your content showing incorrectly, but the screen itself is correct, then you will need to reorient your content in the Design Studio, which is accessed from the top navigation bar.

If your screen and studio content are both in portrait mode, but the content is rotated and centered on your screen, then you will need to make some adjustments. To resolve this issue you need to change the player orientation to 90 or 270 degrees, depending on your image’s original orientation.

You can do this by clicking on your screen from the Screens page, which will open its individual settings dashboard:

Before:

After:

If your screen is in portrait mode, and your Studio content is in landscape, then your content will display in the center of the screen. To fix this issue you should rethink your content layout a little.

This is because the design’s aspect ratio makes its width the largest dimension, meaning that the height of your design cannot stretch to fill in the portrait layout. Luckily this is quite easy to remedy in Design Studio. Simply open your design and change the orientation, then reposition and resize your elements until you are happy with your new layout.

Once you save the changes you can start displaying your new visuals on your screen.

Before:

After

Fugo has many methods for getting content to your screens. These include an uploaded media library and integrations with third-party services. Some of them depend on valid credentials, supported versions, internet connectivity, and content rights.

If you're having issues with your content playback then we have a few basic things for you to try:

Establish what kind of content is not displaying correctly.

Is it data from a Google document, a Grafana dashboard, or a playlist of your own uploaded media? Once you know which content type is not working specifically, then you can start checking your configuration settings for each of those content types in the Fugo CMS.
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Check your login credentials for dashboard plaftorm

If your screen is displaying no data on a TV dashboard, then you’ll need to check that you’re using valid login usernames/passwords and that they are also correct when you attempt to log into your dashboard platform.
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Check for updates or release notes of third-party app

If you notice an issue after an update from a third-party app, then look at any new release notes or update advice. If any features have been deprecated in an update then you will find that information in the release notes of your third-party app’s update.
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Check that your device is connected to the internet

If your Fugo player is showing as 'OFFLINE' in the CMS, then make sure your device is connected to the internet and that there haven’t been any changes made to your network.

If your player has gone offline, you will see when it was last active from your Screens page of the CMS:
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When the connection is restored, you will see that it is active again:
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If your content is playing, but the resolution or frame rates are not playing correctly, then you will need to look at a few things. Investigate & identify one of the issues below:

Fugo transcodes all media before playing it on your screen, so by default, we are pre-selecting the most optimal codec to display your video. However, if you wish to change the video codec then this can be done in the CMS from the Settings tab of your screen’s individual dashboard:

You may also want to change your settings to play video files in their original format:

If the video file is not being displayed at all, then it is possibly being skipped. Try uploading a smaller video file and see if that corrects the playback issue.

Images are transcoded before being played on your Fugo screen, which means that you get a great playback experience regardless of your chosen image format. But if you wish to try another format, then you can change it in the CMS from the Settings tab of your screen’s individual dashboard:

Below are some quick checks that you can do if you are unsure about the current state of your internet connection. Fugo caches its media before playback, meaning that you don’t need a fast internet connection once the content has been downloaded to your player.

If you need to troubleshoot connectivity problems then you can read our full Network & Internet Connection article for quick answers.

Your internet might seem fast, but have you ever tested it when there are multiple users connected at the same time? A bandwidth capacity bottleneck can introduce performance issues during high traffic periods on your network, so testing your internet under normal working conditions is important if you want to establish a baseline for your Fugo screens.

If you are in a remote region where there is less available bandwidth then your Internet Service Provider might have certain restrictions for their customers when a certain data threshold has been breached. The easiest way to establish this is if you notice that your internet seems to get slower towards the end of the month, or after downloading large amounts of data over your connection. Reach out to your ISP and find out if your connection has any limitations like that, and find out how you can get them lifted, or change to a more suitable data package.

If your Fugo device uses WiFi as its main connection method then you might need to reconfigure your network to ensure that there is no external interference or WiFi overlap. We cover these steps in our Network & Internet Connection article.

Sometimes you will find that connectivity issues can be resolved by simply rebooting your network devices. If this doesn’t restore your connectivity then you might be experiencing a larger outage. Test your connection to the internet and verify that your connection is working. If you still cannot connect then you will need to contact your ISP.

If the steps that we outlined still fail to resolve your issues with Fugo, don't hesitate reaching out to our support teams, we’re happy to help.

We know even small disruptions to presentation flow or reliability are frustrating. Our team aims to help diagnose the cause, whether they are hardware, software, or environmental factors to restore your Fugo installation.