The TV hasn't communicated for many days. What should I do?
When the dashboard shows the TV as Offline / No Communication, it is usually a temporary communication failure between the device and our servers. Even after many days without communication, the device can carry on showing the content it has already downloaded (cached) as normal.
If the situation continues, the most common causes are:
- The device has lost its internet / Wi-Fi connection.
- There are restrictions on the network the device is connected to.
- The app cannot start or is not working properly.
- The device has various other problems.
The device has lost its internet connection
- Check whether the problem lies with the internet provider, the Wi-Fi or the router. Provider problems usually sort themselves out.
- On the device, check that it is connected to Wi-Fi or via cable.
- Open a website in the device's browser to test the internet connection.
- Review the device's network settings.
Note: in rare cases, the device loses the Wi-Fi connection and does not reconnect on its own. That's why it is worth checking the connection directly on the device.
There are restrictions on the network
On restricted networks, such as corporate networks, you may need to allow an external domain:
- Allow the domain on-cloud.live.
- There is no need to open specific ports: the app uses the standard HTTP (80) and HTTPS (443) ports.
- On some networks, you also need to allow the device's MAC address. You can find the MAC address in the network settings of the device's system.
To test, go to on-cloud.live in a browser and check whether the message "Bem-vindo ao On-Cloud" appears.
More details in Which domain needs to be allowed on restricted networks?
The app is not starting
If the app doesn't open when the device is switched on, see the possible causes in The app doesn't open automatically when the TV is switched on.
The device has other problems
- If the app is working but the TV doesn't show as Online in the dashboard, contact our support team.
- If the app is not working, uninstall it and install it again.
- In some cases, you need to reset the device to its factory settings.
- If none of this solves the problem, it may be advisable to replace the device. See the list of recommended Android devices.
Important: when you reinstall the app, it generates a new activation code. This means you need to unlink the device in the dashboard and link it again.
To do this, unlink the TV and then link it again with the new activation code.
See also: The TV shows as offline. Does the content stop being displayed?
