The TV has been offline for many days. What should I do?

When the dashboard shows the TV as Offline / No Communication, it's usually a temporary communication failure between the device and our servers. Even after many days without communication, the device may keep playing the content it has already downloaded (cached) as usual.

If the issue persists, the most common causes are:

• The device lost its internet / Wi-Fi connection.
• There are restrictions on the network the device is connected to.
• The app can't start or isn't working properly.
• The device has other issues.

The device lost its internet connection

• Check whether the problem is with the internet provider, the Wi-Fi, or the router. Provider issues usually resolve on their own.
• On the device, check whether it's connected to Wi-Fi or to a 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 Wi-Fi and doesn't reconnect on its own. That's why it's 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 don't 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 operating 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 isn't starting

If the app doesn't open when the device turns on, see the possible causes in The app doesn't open automatically when the TV is turned on.

The device has other issues

• If the app is working but the TV doesn't show as Online in the dashboard, contact our support team.
• If the app isn't working, uninstall it and install it again.
• In some cases, you need to reset the device to factory settings.
• If none of this works, it may be best to replace the device. See the list of recommended Android devices.

Important: when you reinstall the app, it generates a new activation code. Because of this, you need to unlink the device in the dashboard and link it again.

To do this, unlink the TV and then link it again using the new activation code.

See also: The TV shows as offline. Does the content stop playing?