Use this article if
The numbers on the TV don't match what you see in SalesScreen.
The TV still shows slides but has stopped updating.
The problem keeps coming back on the same screen.
Don't use this article if the screen is black, white or shows a screensaver or clock. In that case, read Blank, white or frozen screen – troubleshooting.
Role
Reload a screen in SalesScreen: Screen Administrator, Company Administrator or Account Owner.
Clear the cache, reconnect or restart the device: anyone with physical access to the device and its remote.
Check the numbers in a browser: any user who can see the relevant metric.
Plan
Available on all plans.
Prerequisites
The screen is paired and has previously shown live data.
You can access Screens → Screens in SalesScreen.
You have physical access to the device running the screen: a Google TV Streamer, Chromecast, Chromebox, Chromebook or a browser at tv.salesscreen.com.
Why this happens
Old or frozen numbers on a TV screen usually have one of these causes:
Cause | What happens |
The screen needs a reload | The screen keeps showing the last data it loaded. |
The device cache is outdated | The device shows stored content instead of new data. |
The device or network lost its connection | The screen stays stuck on the last data it received. |
Data or sync issue | The numbers are also old in SalesScreen itself, not only on the TV. |
How do I fix a screen that shows old numbers?
Reload the screen.
Go to Screens → Screens and click the Reload icon on the affected screen. If several screens are affected, click Reload all screens.
Clear the cache on the device.
Google TV Streamer: While the slideshow is running, press Up on the remote to open the menu, then select Clear cache.
Chromebox, Chromebook or browser: Reload the page. If that doesn't help, uninstall the TV app, go to tv.salesscreen.com and install it again.
Check the network connection.
A dropped Wi-Fi connection can leave old data stuck on the screen. Reconnect the device to Wi-Fi, or use a wired connection if possible. Then reload the screen again (step 1).
Restart the device.
Unplug the device, wait a few seconds, plug it back in and let the SalesScreen app open again.
Check whether the problem is the screen or the data.
Open SalesScreen in a browser on a computer and look at the same metric.
Is it a screen issue or a data issue?
Symptom | Likely cause | What to do |
Numbers are old only on the TV, but correct in the browser | Screen or device issue | Follow steps 1–4. |
Numbers are old everywhere, including in the browser | Data or sync issue | See What if this doesn't work? below. |
What if this doesn't work?
Reloading the screen and clearing the cache didn't help.
Restart the device (step 4). Older Chromecast devices may struggle with always-on screens. For the most reliable experience, we recommend a Google TV Streamer.
The problem keeps coming back.
This often points to an unstable network or an older device. Try a wired connection, or replace an older Chromecast with a Google TV Streamer.
The numbers are also old in the browser.
This is not a screen issue. Check the integration sync and the date of the latest reports.
If the issue continues, contact SalesScreen Support and include:
Company name
The name of the screen and playlist
The device type (Google TV Streamer, Chromecast, Chromebox, Chromebook or browser)
The metric, user or team affected
The expected numbers and the numbers shown
Whether the numbers are also old in the browser
The steps you have already tried
A photo of the screen, and roughly when the problem started