# Screens show offline or inactive

### Quick diagnostic checklist

Before diving into detailed troubleshooting, check these essentials:

* **Is the TV or display powered on?** The device must be running to stay connected.
* **Is the Buzzblender app open on the device?** The app must be active in the foreground on most platforms.
* **Is the device connected to the internet?** A stable network connection is required for cloud communication.
* **Is the app up to date?** Outdated versions may have connectivity issues.

### Step-by-step troubleshooting

#### 1. Verify the device is powered on

The TV or display must be turned on for the Buzzblender app to communicate with your dashboard.

1. Physically check the screen where you expect content to appear.
2. If the screen is off, turn it on using the remote or power button.
3. Wait 30–60 seconds for the device to boot and the app to reconnect.
4. Refresh your dashboard to check if the screen status changes to active.

**Expected result:** The screen shows the Buzzblender app interface with an access code, and the dashboard reflects an active status.

#### 2. Confirm the app is running

On LG webOS, Samsung Tizen, and Android TV, the Buzzblender app needs to be open and in the foreground to maintain the connection.

1. Using your TV remote, navigate to the home screen or app list.
2. Locate and open the **Buzzblender** app.
3. Verify that the app displays an access code on screen — this confirms it's running correctly.
4. If the app was closed or crashed, opening it should re-establish the connection within a minute.

**Tip:** Some TVs automatically close apps after extended idle periods. If this happens frequently, check your TV's power-saving or auto-off settings.

#### 3. Check network connectivity

The device requires an active internet connection to sync with the Buzzblender cloud dashboard. Network issues are a common cause of offline status.

1. On your TV or device, open the network settings to verify the connection.
2. Confirm the device is connected to the correct Wi-Fi network.
3. Test connectivity by opening another streaming app or web browser on the same device.
4. If other apps also fail to load, the issue is with your network — restart your router or contact your internet provider.
5. Once network connectivity is restored, reopen the Buzzblender app and wait 1–2 minutes for the dashboard status to update.

**Weak Wi-Fi signal?** If the screen is far from your router, consider using a wired Ethernet connection or a Wi-Fi extender for more reliable connectivity.

#### 4. Refresh the dashboard and verify device connection

Sometimes the dashboard display doesn't update immediately after a device reconnects. Try these steps:

1. Go to the **Devices** section in your Admin Panel at [app.buzzblender.com/device](https://app.buzzblender.com/device).
2. Refresh the page in your browser.
3. Check if the screen now shows as active.

If the device was previously connected but now shows as disconnected, you may need to re-enter the access code:

1. Open the Buzzblender app on your TV to display the current access code.
2. In your dashboard, remove the old device entry if present.
3. Add the device again by entering the current access code shown on the TV.

#### 5. Update the app to the latest version

An outdated app version may have bugs or compatibility issues that cause connectivity problems.

1. On your TV, open the app store (LG Content Store, Samsung Content Store, or Google Play Store).
2. Search for **Buzzblender**.
3. If an **Update** button appears, select it to install the latest version.
4. Refresh your dashboard to check the connection status.

**Using a BuzzBox?** Updates are managed through the Admin Panel. Go to **Devices**, check for available updates, and click **Update** if one is listed.

### Still showing offline?

If you've worked through all the steps above and the screen remains offline, there may be a configuration or hardware issue that requires further investigation.

<details>

<summary>When to contact support</summary>

Contact Buzzblender support at <support@buzzblender.com> if:

* The app won't open or crashes immediately on launch.
* You see error messages on the TV screen when trying to connect.
* The access code doesn't appear in the app after multiple attempts.
* The device was working but stopped after a TV firmware update.
* You're using a Samsung Tizen TV and can't find or install the app from the Samsung Content Store — contact support for the latest version.

Include the following details in your message for faster assistance:

* Your TV brand and model (LG, Samsung, Android TV, etc.)
* The access code displayed on the TV (if visible)
* The email address associated with your Buzzblender account
* A brief description of when the issue started and what troubleshooting you've already tried

</details>

***

**Need help connecting a new screen?** See the device setup guide for step-by-step instructions for connecting LG webOS, Samsung Tizen, Android TV, and other platforms.


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