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Troubleshooting for screens that aren’t playing content correctly. For what the on-screen status dots mean, see Health Indicators.

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My screen shows “Waiting for content” for a long time, what should I do?

Try these actions from your console, in order. Open the Screens module, click the screen showing “Waiting for content”, then click the three dots at the top-right:
1

Reload the screen

Click Reload to relaunch the app. This often resolves the issue on its own.
2

Clear cache

If reloading doesn’t help, Clear Cache so the device downloads fresh content.
3

Reboot the screen

If it still fails, Reboot the screen. This clears device problems caused by high CPU or RAM usage.
4

Clear data

As a last resort, Clear Data to fetch content anew. It takes a moment to reload from the server.
If the message persists, contact support.

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Why is my Samsung Tizen TV stuck on the “Waiting for content” screen?

Two things usually cause this on Tizen:
  • An unstable internet connection. Verify your connection, when it’s stable, all three dots in the bottom-right corner of the screen turn green.
  • The TV storage is full. Clear it from the TV: press the Menu button on the remote → System → General → Empty Storage.
After clearing storage, relaunch the app manually from the home screen via URL Launcher or Custom App, and let it download content. If it still sticks, contact support.

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Why is my Android 11 TV (TCL, Sony, etc.) showing a black screen or “waiting for content”?

This usually follows an OS update or an outdated app: If issues remain, contact support.

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I assigned an app to the screen, but it shows a black screen. How do I fix it?

If a composition containing an app shows a black screen:
  1. Log in to the Pickcel console, open the screen details, and Clear Cache / Clear Data from the options.
  2. If it still doesn’t work, create a fresh copy of the app and reassign it to the screen.
If neither step works, contact support.

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Why am I getting “Player rendering failed” on my screen?

There are two common causes:
  • The video you uploaded is 4K, and your screen doesn’t support that resolution.
  • Two or more videos are playing at the same time in different zones.
For smoother playback, add all video content to the same zone. You may see this warning while adding videos to multiple zones during composition creation. For more help, contact support.

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My content is freezing or showing white space, what should I do?

If the screen is freezing: restart the screen or device. We also recommend turning the screen off for a while at least once a day, which usually clears freezing. If there’s white space on the edges: some screen models have a hardware quirk where, in Portrait mode, white space appears at the edges. In that case, consider a different Android box or TV. Devices we suggest: Fire TV Stick, Mi Box, Sony Android Smart TV, TCL Android Smart TV. See Media Players & Hardware for more on supported players. If freezing persists, contact support.

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Why do my images and videos look blurry or pixelated?

Blurriness or pixelation is usually caused by stretching lower-resolution content to fit a larger screen resolution. Use high-resolution images and videos that match your screen. If high-resolution media still looks blurry, contact support.

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Why is the screen turning off automatically after some time?

When a screen stays idle for a while, it can enter automatic power-off mode, usually because the device’s screen saver is enabled. Disable the screen-saver setting on the device to prevent it from going into standby. If it still powers off, contact support.

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Why isn’t my content responsive or loading when I use the URL app?

When a website fails to load or doesn’t fit the screen, it’s usually a restriction on the website’s side, not Pickcel. Common causes:
  • Cross-origin restrictions
  • X-Frame-Options header
  • Content Security Policies (CSP)
  • JavaScript errors
  • Incompatible features
  • Websites that block iframes
  • HTTP links, only HTTPS links are allowed
  • Frame-breaking scripts
A site that isn’t built responsively also won’t adapt to different screen resolutions. Pickcel can’t override these website-side restrictions, but support can help you understand what’s happening.

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Why isn’t my YouTube app playing automatically?

YouTube introduced security patches that affected Auto Play on some players. Pickcel added an Auto Play option when creating the YouTube app, so you can enable or disable it based on your device’s compatibility.
Pickcel YouTube App creation dialog with the Autoplay option enabled
If you don’t see the Auto Play option, create a fresh YouTube app; it’s a newer feature and only appears on newly created apps.

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Why isn’t my PDF auto-switching pages on Android?

This usually means the slide duration is too short for the PDF to advance through its pages. Increase the slide duration so each page has enough time on screen. We recommend at least 10 seconds per page for reliable auto-switching. The total play time is simply the number of pages multiplied by the per-page duration:
Example: A 5-page PDF at 10 seconds per page plays for:5 pages × 10 seconds = 50 secondsSet the slide duration to at least 50 seconds so every page gets its turn before the PDF loops.

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Why can’t I connect my Pickcel account to a TV provided by Etisalat?

If you received the digital signage device from Etisalat, please reach out to their support team directly for help connecting it to your Pickcel account.

Health Indicators

What the three status dots on your screen mean.

Connectivity & Offline

Offline playback and checking a screen’s connection.

Players & Hardware

Supported media players and display hardware.

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