Overview
This article helps you troubleshoot a SalesScreen TV screen that shows nothing, turns white or black, shows a screensaver, stops during the slideshow, or freezes. It is written for admins who manage screens and have physical access to the TV and the device connected to it.
Who can do this?
Company Admins and Screen Admins can manage screens, playlists and slides.
You also need physical access to the TV and the device running the screen, including its remote control or keyboard.
Note: If your Screen Admin access is limited to specific teams, you may not see every screen in your company.
Which plans include this?
SalesScreen TV screens are available on all plans, but playlist limits depend on the plan.
Requirements
A screen has been created in SalesScreen.
The screen has a playlist with at least one slide.
The device running the screen is connected with a 4-digit code.
You have access to the TV, the device running the screen, and their remote controls.
When this matters
The TV shows a completely black, white or single-colour screen.
The TV shows a picture with a clock instead of the slideshow.
The slideshow stops or freezes after a short time.
The screen loads but shows no content.
Nothing happens when you enter the 4-digit code.
How it works
A SalesScreen screen is built in layers. A screen contains one or more playlists, and each playlist contains slides. The slideshow runs on a device connected to the TV, and it connects to the screen in SalesScreen with a 4-digit code. Each SalesScreen TV client generates its own unique code that connects to one screen. The code is valid for one hour.
Problems usually come from one of four places:
The TV: Power-saving or screensaver settings on the TV can turn the screen black. SalesScreen cannot control these settings.
The streaming device: The Google device has its own screensaver, which shows a background image with a clock.
The content: A slide that fails to load can stop the slideshow and leave the screen white or a single colour.
The device or browser: An outdated app or an underpowered device can prevent the slideshow from running reliably.
Configuration or setup
Start by identifying what the TV shows, then go to the matching fix.
The screen is completely black
A completely black screen, with no image, clock or message, is most often caused by a screensaver or power-saving feature on the TV itself.
Use the TV remote control.
Open Settings on the TV.
Look for settings such as Screensaver, Power saving or Auto power off.
Turn the setting off, or set it to the longest possible time.
Setting names vary by TV brand. If you cannot find the setting, check the TV's user manual or search online for your TV model number together with "screensaver".
The screen shows a picture with a clock
A background image with a clock, for example nature photos, is the screensaver on the Google streaming device.
Use the remote control for the Google device, not the TV remote.
Go to Settings.
Go to System, then Sleep timer / Power off timer, or a similar setting.
Set the timer to Never.
Restart the Google device.
The screensaver can occasionally come back after updates, power outages, or if the device has been disconnected for a while. If it appears more than once per day, contact SalesScreen Support.
The screen turns white or a single colour during the slideshow
If the screen turns white or a single colour before the slideshow completes a full loop, one or more slides in the playlist often have a problem. This can be caused by a defective or misconfigured slide, or by content that does not load correctly, such as external content or large media files.
Watch the slideshow and note when the problem occurs, so you can identify which slide causes it.
Remove the suspected slide from the playlist.
Check whether the slideshow runs normally.
If you cannot identify the slide, or the problem continues, contact SalesScreen Support and include the slide name.
The screen loads but shows no content
If the screen loads without an error but shows no slides, it may have no content assigned.
In SalesScreen, go to Screens men the left hand menu, then the Playlists tab.
Make sure a playlist with at least one slide is assigned to the screen.
Refresh the screen from the device
On a Google TV or Google TV Streamer, press Up on the remote to open the app menu, then select Refresh screen.
Reconnect the screen
On the Google device, press Up on the remote and select Disconnect the screen. The app then shows a new 4-digit code.
In SalesScreen:
Go to Screens in left hand menu, then the Screens tab.
Select the screen.
If the screen shows Disconnect this screen, click it first.
Click Connect this Screen and enter the new 4-digit code.
If you see "Could not connect screen", the code was wrong or has expired, since codes only last one hour. Check the code on the TV and try again, or restart the device.
Restart the device
Unplug the device running the screen.
Wait a few seconds.
Plug the device back in and let the SalesScreen TV app reopen.
Nothing happens when you enter the code, or the screen shows no QR code
The current version of the SalesScreen TV app shows a QR code. If the app does not show a QR code, it is outdated and needs to be updated or reinstalled.
On a Chromebox, the Chrome Web Store version of the app has been deprecated by Google, and SalesScreen cannot update it.
Before you start: your Chromebox may be managed by SalesScreen. Signs of a managed Chromebox include the app starting automatically when the device is powered on, never needing to log in, and not being able to exit the app.
If the Chromebox is managed by SalesScreen, do not uninstall the app. Contact SalesScreen Support and include the serial number on the Chromebox.
If the Chromebox is not managed by SalesScreen:
Right-click the SalesScreen TV app icon and select Uninstall.
Open the Chrome browser.
Go to tv.salesscreen.com.
Click the install icon on the right side of the address bar.
Devices and browser support
SalesScreen recommends the Google TV Streamer as the device for a reliable TV experience. Note that it does not include an HDMI cable.
Device | Notes |
Google TV Streamer | Recommended device. |
Chromecast with Google TV | Only newer Chromecasts with Google TV are recommended, not the older black ones. Tested with 2023 versions. |
Chromebox | Chromeboxes tend to last long and render slides without problems. |
Smart TV browser or built-in app | Can be less reliable. Smaller, cheaper devices are more prone to performance issues. If the screen is unstable, switch to a Google TV Streamer. |
SalesScreen runs on Chrome, and SalesScreen aims to support reasonably modern versions of Chrome.
Recommendation: do not link the Google device's remote control to the TV, as this can cause confusion.
Expected result
When the screen is working correctly, the TV shows the slideshow from the assigned playlist and cycles through all slides without stopping.
Technical details
3.2.1 Data, fields or objects
Object | Description |
Screen | The TV display configured in SalesScreen. Contains one or more playlists. |
Playlist | A collection of slides assigned to a screen. |
Slide | A single piece of content in a playlist. |
4-digit code | The code shown on the device, used to connect the device to a screen. |
QR code | Shown in the current version of the SalesScreen TV app. |
3.2.2 Configuration parameters
Setting | Where to configure it | Notes |
TV screensaver / power saving | TV settings (TV remote) | Controlled by the customer. SalesScreen cannot change this setting. |
Google device sleep timer | Google device, Settings, System | Set to Never for continuous display. |
Playlist assigned to screen | Screens, Playlists | Managed by a Company Admin or Screen Admin. |
Screen connection | Screens, Screens | Connect or disconnect using the 4-digit code. |
3.2.3 Limits and behaviour
Area | Behaviour |
4-digit code | Each code connects one device to one screen and is valid for one hour. |
TV settings | SalesScreen cannot control screensaver or power-saving settings on the TV. |
Google screensaver | Can return after updates, power outages or disconnection. |
Devices | Smaller, cheaper devices are more prone to performance issues. |
Chromebox (old) | The Chrome Web Store version is deprecated and cannot be updated by SalesScreen. |
Managed Chromebox | Some Chromeboxes are managed by SalesScreen and require SalesScreen Support. |
Screen access | A Screen Admin can be limited to specific teams. |
3.2.4 Error codes and typical issues
Error or symptom | Likely cause | How to fix it |
Completely black screen | TV screensaver or power saving | Turn off the setting in the TV's settings. |
Picture with a clock | Google device screensaver | Set the sleep timer to Never and restart the device. |
White or single-colour screen before a full loop | A slide in the playlist has a problem | Identify and remove the slide. Contact Support if it continues. |
Screen loads but shows no slides | No playlist or slides assigned | Assign a playlist with slides to the screen. |
"Could not connect screen" | Wrong or expired code | Check the code on the TV and reconnect within one hour. |
No QR code in the app | Outdated SalesScreen TV app | Update or reinstall the app. |
Nothing happens when entering the code on a Chromebox | Outdated Chrome Web Store app | Reinstall from tv.salesscreen.com, unless the Chromebox is managed by SalesScreen. |
What if this doesn't work?
Confirm what the TV shows: black, white, a clock, an empty slideshow, a frozen image or an error.
Check the TV's power-saving and screensaver settings.
Check the sleep timer on the Google device.
Confirm that the screen has a playlist with slides.
Remove any slide you suspect is causing the issue.
Refresh the screen from the device menu.
Reconnect the screen with a new 4-digit code.
Restart the device.
If you use a Smart TV's browser or built-in app, try a Google TV Streamer.
If the issue is still not resolved, contact SalesScreen Support and include:
Company name
Screen name
Device type and model, for example Google TV Streamer, Chromecast or Chromebox
Whether you use the SalesScreen TV app or a browser
What the TV shows: black screen, white screen, clock, empty slideshow, frozen image or error message
When the problem occurs, for example after a specific slide or after a set time
For a managed Chromebox: the serial number on the device
A photo or video of the screen
Steps you have already tried