Role: Company Admin or Screen Admin for reloading the screen; anyone with access to the device for cache and restart steps.
Plan: All plans
Prerequisites
The screen is connected and was previously showing live data
You can access Screens → Screens and have physical access to the device running the screen.
Why this happens
Old or "frozen" numbers almost always come from one of these causes, in order of likelihood:
The screen needs a reload
The device cache needs clearing
The device or network dropped the connection
It is a data sync issue, which is less common and usually means the numbers are old everywhere, not just on the TV.
Step-by-step
Step 1 – Reload the screen. Go to Screens → Screens and click the Reload icon on the affected screen. You can also click Reload all screens if several screens are affected.
Step 2 – Clear the cache on the device. If reloading the screen does not help, clear the cache on the device running the screen.
Google TV Streamer: while the slideshow is running, press Up on the remote to open the menu, then select Clear cache.
Chromebox or browser setup: reload the page. If that does not help, reinstall the TV app by uninstalling it, going to tv.salesscreen.com, and installing it again.
Step 3 – Check the device and network connection. A dropped Wi-Fi connection can leave the last-loaded data stuck on the screen. Reconnect to Wi-Fi, or use a wired connection if possible, then reload the screen again.
Step 4 – Restart the device. Unplug the device, wait a few seconds, plug it back in, and let the SalesScreen app reopen.
Step 5 – Confirm whether it's a data issue (not the screen). Open SalesScreen in a browser on a computer and check the same metric. If the numbers are also old there, it is a data or sync issue, not a screen issue.
How to tell screen issue vs. data issue
Symptom | Likely cause |
Numbers are old only on the TV, but correct in the browser | Screen/device issue (steps 1–4) |
Numbers are old everywhere, including the browser | Data/sync issue (step 5) |
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What if this doesn't work?
Reloading the screen and clearing the cache did not help. Restart the device (step 4). Older Chromecast devices may struggle with always-on screen setups. For the most reliable experience, we recommend using a Google TV Streamer.
It keeps happening regularly. This often points to an unstable network or an ageing device. Try a wired connection, or replace an older Chromecast with a Google TV Streamer.
The data is old in the browser too. This is not a screen issue. Check the integration sync status and report date, then contact SalesScreen Support with the metric, user or team, expected numbers and shown numbers.