The TV has had no communication 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 continue to display the content it has already downloaded (cached) as normal.
If the problem 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 is unable to start or is not working properly.
- The device has other problems.
The device has lost its internet connection
- Check whether the problem is with the internet provider, the Wi-Fi or the router. Provider problems usually resolve on their own.
- On the device, check that it is connected to Wi-Fi or to the cable.
- Open a website in the device's browser to test the internet.
- Review the device's network settings.
Note: in rare cases, the device loses Wi-Fi and does not reconnect on its own. That is 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.
- You do not need to open any 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, open 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 does not open when the device is switched on, see the possible causes in The app does not open automatically when the TV is switched on.
The device has other problems
- If the app is working but the TV does not appear 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. So 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 appears offline. Does the content stop being displayed?
