Troubleshooting
Every error code a screen can show, and what to do about each one.
If several screens go blank at once, or a screen reports ERR_OFFLINE or ERR_CONTENT, check status.sheencast.com before working through the codes below. It reports platform incidents, so it answers whether the cause is on our side before you start checking cables. Those two codes are also the ones a screen links to the status page from, for the same reason: they're the only ones where a platform failure is a candidate explanation.
ERR_NO_SCHEDULE- The screen is paired and online but no playlist is scheduled. Create or activate a schedule that targets this screen, group, or the whole org.
ERR_EMPTY_PLAYLIST- A playlist is scheduled for this screen but has no items in it yet. Open the playlist and add content.
ERR_OFFLINE- The screen can't reach the platform. Check the network cable, Wi-Fi credentials, and any upstream firewall. The player resumes on its own once the connection is back.
ERR_TOKEN_EXPIRED- The device token is no longer valid (typically because the screen was deleted in the dashboard). Re-pair the device with a fresh code.
ERR_UNPAIRED- The screen was unpaired from the organization. Tap “Pair this screen” on the TV and enter a fresh code from Screens in the dashboard.
ERR_SERVICE_SUSPENDED- The organization’s subscription is inactive, so playback is paused. The screen stays paired and resumes on its own once billing is resolved in Settings → Billing.
ERR_SCREEN_RECLAIMED- The organization has more screens than its plan includes, so this one was switched off. It stays paired and starts playing again once a plan covers it. Remove a screen you no longer use, or upgrade the plan.
ERR_CLIENT_UPDATE- The player’s app version is below the platform’s minimum supported version. Refresh the page (or restart the device) to download the latest build.
ERR_CONTENT- A specific item failed to load. The player skips ahead on its own and checks for updates periodically. If the same item keeps failing, check that its file or link still opens.
ERR_RENDER- Several items in a row failed to display. The screen shows this for one item’s duration and then tries again on its own; if it keeps coming back, check the items in the current playlist.
ERR_INIT- The player failed to start. It restarts itself after 30 seconds; if it fails repeatedly it stops retrying, and reloading the page or restarting the device starts it again.
ERR_RUNTIME- An unexpected error stopped the player. It reloads itself after 15 seconds; if that keeps happening it stops retrying, and restarting the device starts it again.