Black Screen

A black display screen can occur when the display is powered off, the display is set to the wrong input, the HDMI cable is disconnected, or the media player is powered off.

Is the display powered on?

If you do not see a power light on the display or an image on screen, press the power button on the display or remote, or disconnect the power cable from the display for 30 seconds and then reconnect it and power on.

Is the correct input selected?

If the display powers on but displays the message “No Signal”, it may be set to the wrong input. Most displays use HDMI cables, so the input should be set to HDMI 1. If there are multiple HDMI options available, cycle through each.

Is the HDMI cable plugged in?

If you are using a Chrome media player, an HDMI cable should be plugged into both the HDMI port on the display and the HDMI port on the Chromebox. If you are using our SmartScreen technology, you do not need an HDMI cable.

Is the media player turned on?

Chrome media players will have a blue power light to indicate they are powered on. You can disconnect the power cable from the media player for 30 seconds to reboot the device.

Incorrect Content/Prices

Incorrect content or prices might appear if the media player or display do not have a working network connection.

Are the media player and display online?

If there is a red dot in the bottom right corner of the display, this indicates the display is not connected to the internet. If there is no red dot, then it is online.

Is the network cable connected or is it wirelessly enabled?

We recommend our media players and displays be connected to the internet via an ethernet cable for the fastest and most reliable connection. If you see an ethernet cable connected, disconnect and reconnect it. You should see blinking amber and green lights if the cable is connected properly. Our SmartScreen displays can also connect to the internet wirelessly. Use your SmartScreen remote to access Settings, General, and Network to ensure your display is connected to the internet.

Have you restarted the media player or the display?

Sometimes a display or media player needs a reboot to establish an internet connection. You can disconnect the media player or display from power for 30 seconds to restart the device.

Does TRM show your updated prices or content?

If you have access to WAND’s content management platform, TRM, you can use the content forecaster feature to see if the prices or content you want are updated in the system. If the content or prices are not updated in TRM, reach out to your content manager or WAND for assistance.

White Screen

A white screen might appear when the media player or display is disconnected from the internet for a prolonged period.

Is the media player/display online?

If your media player/display is disconnected from the internet for an extended period of time, it may begin showing a white screen. Check for a red dot in the corner of your display which indicates the display is offline.

Is the network cable connected or is it wirelessly enabled?

We recommend our media players and displays be connected to the internet via an ethernet cable for the fastest and most reliable connection. If you see an ethernet cable connected, disconnect and reconnect it. You should see blinking amber and green lights if the cable is connected properly. Our SmartScreen displays can also connect to the internet wirelessly. Use your SmartScreen remote to access Settings, General, and Network to ensure your display is connected to the internet.

Have you restarted the media player/TV?

Sometimes a display or media player needs a reboot to establish an internet connection. You can disconnect the media player or display from power for 30 seconds to restart the device.

Is content scheduled to play for all dayparts in TRM?

If you have access to WAND’s content management platform, TRM, check to make sure there is content scheduled to play for the day. If there is no content scheduled to play, the display may play a white screen.

Lines on Screen

Lines on the display screen can appear due to an aging display beginning to fail or if the HDMI cable is loose.

Have you restarted the display?

Disconnect the display from power for 30 seconds to restart it.

Is the HDMI cable loose or partially disconnected?

Locate the HDMI cable on the back of the display and disconnect and reconnect it.

Dim Screen

A dim screen typically occurs when an aging display begins to fail, but this can also be caused by display brightness settings.

Have you restarted the display?

Disconnect the display from power for 30 seconds to restart it.

Is the display brightness turned down low in the settings?

Use your SmartScreen remote to access Settings, Display, Picture Mode. Adjust the Backlight setting to brighten/dim your display.

WAND Startup Screen

If the WAND startup screen is showing, there might not be content scheduled to play in the content management system, TRM.

Is the media player/display online?

The WAND startup screen features an internet and TRM connectivity test. If these tests fail, your display or media player are likely disconnected from the internet.

Is content scheduled to play for all dayparts in TRM?

If you have access to WAND’s content management platform, TRM, check to make sure there is content scheduled to play for the day. If there is no content scheduled to play, the display will either play older content or show the startup screen. Sometimes a media player or display will need to be rebooted in order to pass through the startup screen. Disconnect the power cable from your device for 30 seconds to restart it.

Have you restarted the media player or display?

Chrome OS Missing or Damaged

This is a rare issue that occurs when the Chromebox’s operating system fails. While it can sometimes be resolved through a recovery process, the best course is to replace the media player.

Contact WAND Support to determine your media player warranty status.

WAND Activation Screen

The activation screen appears when a new display needs to be registered with the WAND system.

Make note of the on-screen code and contact WAND Support.

The activation code should be a combination of 8 letters and numbers.