Screen troubleshooting

The pairing code is not approved

Check the following in order:

1. Open /device on a phone or computer where you are signed in as an organization administrator.
2. Confirm that the code has not expired or been replaced on the display.
3. Choose the correct mosque when more than one organization is available.
4. Approve the device and wait for it to appear under /screens.
5. If the code changes again, leave the screen client open and repeat the approval with the newest code.

The approved session is display-only. Dashboard credentials are never entered on the screen client.

The screen is offline

Inspect power, the network connection, the client window, and the last-seen time. A paired client can continue showing cached content while temporarily offline, but it cannot receive new playlists, messages, settings, or commands until it reconnects.

Do not disconnect the device as a first response. Disconnecting revokes its session and makes the client show a new pairing code.

A command did not happen immediately

The dashboard distinguishes between three situations:

• The push service delivered the command to a connected screen.
• The screen is not connected; it will apply the saved change on its next poll.
• The push service is not configured; the saved change still relies on polling.

Refresh the device list and check its last-seen time before retrying repeatedly.

The wrong playlist is showing

Check the resolution order:

1. Is an enabled schedule currently active?
2. Does another schedule have a higher priority?
3. Is the device explicitly assigned to the expected playlist?
4. Is the expected playlist the organization default?
5. Is the playlist or slide disabled, outside its date window, or empty?

If the playlist is correct in the editor but not on the screen, reload the device and verify that it reconnects.

A slide is empty

Automatic slides depend on source data. Confirm that:

• Prayer timetable slides have configured prayer and Iqamah data.
• Jumu'ah slides have Jumu'ah settings.
• Event slides have public events in the selected window.
• Donation slides have active projects and, for QR layouts, Stripe payouts configured.
• Media slides still reference an available media item.
• The slide is enabled and its date window includes today.

An update is stuck

Keep the device powered and connected. Review the update state and version in the device detail sheet. Use Install update only after confirming the device is the intended physical screen. If the client remains stale, reload it, then use the platform-specific install path from /screens/setup.

When to disconnect and re-pair

Disconnect only when the session is known to be invalid, the device has been permanently moved, or you intentionally want to replace its pairing. The action removes the device from the paired list and causes the client to show a fresh pairing code; it can then be paired again.