Find what the screen is doing below. Most fixes take a couple of minutes with the LG remote.
Two tricks worth knowing- Get back to the setup screens: press 4 on the remote four times.
- Restart a TV properly: use the power button on the TV itself, off and on again. The remote only puts it in standby.
The screen is blank or black
Black screen where a video should play
- Make sure the TV is on and it is not inside a scheduled sleep time.
- If it should be awake, the video file may be damaged. Re-export it as MP4 (even if it already is one), replace it in the content design and redeploy. Or send it to us and we will do it.
The TV shows a plain web browser instead of the Genius app
- On the remote, open Settings and go to Device Management > Account Main > EZ Setting > Play via URL.
- Turn URL Loader off.
- Restart the TV with its power button.
The screen shows a message
"Successfully connected. No content is assigned"
The TV is linked but nothing has been deployed to it yet. Deploy the content layout to the site (see Update menu board content), or let us know and we will push it.
"There is a problem connecting to the internet"
- Check the TV is on the business Wi-Fi, not a guest network. Guest networks with a sign-in page block the menu board.
- Restart your router or access point if other devices are offline too.
- Once the TV is back online, finish linking it, or tell us and we will.
"Invalid share code"
- The code expired. Share codes last 24 hours. Ask us for a fresh one.
- The TV clock is wrong. Go to Settings > General > Time & Date, turn Set Automatically on and pick your time zone.
- A firewall is blocking it. See the allowlist for your IT team below.
The screen shows the wrong thing
A TV is showing another screen's content
Press 4 four times on the remote to return to setup, then select the correct layout and display. Pick the display that matches this TV's position. We name displays in order to match the wall (display_01, display_02 and so on).
The breakfast menu is still up at lunch
The site time zone is probably wrong in the Genius Portal. See Schedule menu board content by daypart, or ask us to check it.
Screens are out of sync with each other
Videos with fractional lengths (12.4 seconds instead of 12) drift over time. Trim them to whole seconds and redeploy.
A price on the board does not match the register
Make sure the price is a product pricing component linked to the menu item, not text typed into the design. Linked prices update from Genius on their own. Send us the item name and we will check it.
The TV misbehaves
The TV keeps rebooting
- On the remote, press Settings and go to EZ Setting > SI Server Setting.
- Open SI Server Setting again and turn Auto Set off.
The remote changes the wrong TV
LG remotes are not paired to one display. Point straight at the TV you want, and switch the others off while you work.
For your IT team: firewall allowlist
If your network filters traffic, allow these addresses over HTTPS, port 443:
*.xenial.comd10lr9ax9cswzs.cloudfront.netwss://yb0qpndhn4.execute-api.us-east-1.amazonaws.com/DMB
We can see your screens from here. POS Specialists can check each display's health, take a live screenshot and reboot it remotely. If a fix above does not work, open a ticket and we will look before anyone has to climb a ladder.
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