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Plecto

TV Troubleshooting Guide

Having issues with your TV? Here are some things you can troubleshoot.

Plecto has native TV apps for LG, Samsung and smart TVs running on Android. If you can't find Plecto in your TV's app store, you can use the TV browser instead.

We recommend TV models released in 2020 and later. The minimum version for LG TVs is webOS 5.0. For Samsung's Tizen, it's 5.5.

General troubleshooting for slideshow activation

  • Check your permissions. Only Global Admins, users with a custom permission to Slideshows, and Team Managers can activate slideshows. If a team is linked to a home slideshow, the manager can only activate that specific slideshow on a TV.

  • App vs. Browser. Are you using the Plecto app for TV or your TV browser? If you're using the app, try activating your slideshow on the TV browser via tv.plecto.com. Or, if you're using the browser, try the Plecto app.

  • Try the Public URL. Try creating a public URL for your slideshow and open it in your TV browser.

  • Update your devices. Check if your TV and the Plecto app are up to date. You can try deleting and reinstalling the Plecto app. Are you using a Mac Mini or other computer connected to your screen? If so, check if your OS is up to date.

  • Check if it works elsewhere. Does the same thing happen when you add the slideshow to a different TV? Does it also stop working if you open it on your computer?

  • Check the network settings. Make sure your TV is connected to the internet.

  • Check TV compatibility. Open this link in your TV browser to see if all the tests check out and your TV is capable to show Plecto dashboards: app.plecto.com/debug

Check your browser, pop-up blockers, or your network

  • Try a different web browser. If you can, try another browser on your TV. If you're using a computer, try activating your slideshow via tv.plecto.com on a different browser. For example, use Chrome instead of Safari.

  • Pop-up blocker. Have you tried disabling the pop-up blocker?

  • Check if other web pages work. If you still can't activate your slideshow, check in your TV browser if you can open another page. Try opening, for example, YouTube. If that doesn't work, check your network settings.

  • IP whitelisting. If you're using IP whitelisting, check your IP addresses and the network settings.

Problem solved! 🚀

We're glad you were able to solve the problem! If you have any other questions, let us know.

Web page not available

  1. Open this link in your TV browser to see if your TV is capable to show Plecto dashboards: app.plecto.com/debug

  2. There are 3 ways to show your Plecto slideshows on TV. You can use the Plecto app for TVs, activate a slideshow on TV browser via tv.plecto.com, or create a public URL for your slideshow and open it in your TV browser. Check if any of these work.

  3. Is your TV connected to the internet? If you're using IP whitelisting, check your IP addresses and the network settings.

Slideshow is zoomed in

  • Update your devices. Check if your TV and the Plecto app are up to date. You can try deleting and reinstalling the Plecto app. Are you using a Mac Mini or other computer connected to your screen? If so, check if your OS is up to date.

  • App vs. Browser. Are you using the Plecto TV app or your TV browser? If the browser, check if there are any zoom settings in the browser you're using.

  • Reorganize widgets on computer. If your widgets appear too large or small, open the dashboard on your computer and TV side by side. Reorganize widgets on your computer until they display correctly on the TV.

  • Clear cache. Clear cache and cookies on your TV to load the latest version of Plecto.

Problem solved! 🚀

We're glad you were able to solve the problem! If you have any other questions, let us know.

Our support team is ready to help

Write an email to support@plecto.com describing your issue. Please include answers to the following questions:

  1. What is your TV model?

  2. Are you using the Plecto app for TVs or your TV browser? If browser, are you using the incognito mode?

  3. Do you have multiple TVs of the same model? If so, did all of them stop working?

  4. Have you recently made any changes to the notification, internet, or the TV you are using?

  5. Have you tried deleting and reinstalling the Plecto app on your TV?

We'll be in touch shortly. 🙌

Feel free to attach images and screenshots to your email to help us troubleshoot.

Problem solved! 🚀

We're glad you were able to solve the problem! If you have any other questions, let us know.

If your TV screen goes blank or black

Older TVs might not support Plecto, in particular if you're trying to run a notification or play a YouTube video.

We recommend TV models released in 2020 and later. The minimum version for LG TVs is webOS 5.0. For Samsung's Tizen, it's 5.5.

  • Large media. Rendering large images and videos might cause the TV to kill the application because it uses too much memory. You can try clearing the TV cache, cookies, and history.

  • Known issue with Samsung TVs is that Samsung TVs are not capable of rendering dashboards well enough, nor can they show some types of notifications like, for example, YouTube videos. It's because the browser rendering is too slow. If you have a TV that runs on Android, we recommend that you use that instead.

  • Try the Public URL. Try creating a public URL for your slideshow and open it in your TV browser.

If your slideshow stops working

  • Check network stability. Is your TV switching between different networks? If so, check your network settings and make sure your TV has the necessary network access.

  • Update your devices. Verify that both your TV and the Plecto app are fully updated.

  • Test on other devices. Does the same thing happen when you add the slideshow to a different TV? Does it also stop working if you open it on your computer?

Troubleshooting notifications and sound issues

  • Personal videos. Ensure employees have added a YouTube link to their profile. Without it, their personal video won't play.

  • Autoplay issues. In some cases, you need to interact with the TV to enable autoplay of videos. Click the side arrow buttons on your TV remote or move the cursor (if applicable).

  • Test the notification. Click Save and Test in the notification editor to send a test notification to your slideshow.

  • Test on other devices. Does the same thing happen a different TV or computer?

  • App vs. Browser. Are you using the Plecto app for TV or your TV browser? If you're using the app, try activating your slideshow on TV browser via tv.plecto.com. Or, if you're using the browser, try the Plecto app.

  • Update your devices. Check if your TV and the Plecto app are up to date. You can try deleting and reinstalling the Plecto app. Are you using a Mac Mini or other computer connected to your screen? If so, check if your OS is up to date.

  • YouTube access: Ensure your organization hasn’t blocked YouTube. Test compatibility by visiting youtube.com/iframe_api on the TV browser. If the TV can successfully download the script (you should see some text on the screen), it means your TV can play videos from YouTube.

  • Check the notification logs in Plecto. Open the notification, then click Log of triggered notifications. If Plecto sent the notification and you didn't receive it, there might be something in the configuration. Check if the correct teams, employees, or slideshow are selected, and verify the Enabled from this date field.

  • Clear cache. Clear cache and history on your TV to resolve potential playback issues.

Sound issues

  • Test the sound. Open app.plecto.com/debug in your TV browser to check sound playback capability.

  • Browser test. Check if the sound works on your computer and try a different browser or the TV app/browser.

  • Test another notification. Check if a different notification with sound works. You can click Save and Test in the notification editor.

I'm seeing an error message

What kind of error do you see?

Error 404

  1. Are you viewing the slideshow through the Plecto app for TV or on your TV browser? If you're using the browser, make sure the URL is spelled correctly.

  2. Have you deleted the slideshow? If you see a warning message "Failed to request next slide" and then a 404, it's likely because the slideshow got deleted.

Problem solved! 🚀

We're glad you were able to solve the problem! If you have any other questions, let us know.

TV security certificate

Disclaimer! Our SSL certificates are valid and secure. Please troubleshoot to solve the issue.

  1. Is your TV and Plecto app updated to the latest version?

  2. If your TV date and time settings are in the past, that could cause problems with the certificate (in case your TV thinks it's 1998 😄). Please check the date and time settings of your TV.

  3. You can try to change the DNS server on the TV.

Our support team is ready to help

Write an email to support@plecto.com describing your issue. Please include answers to the following questions:

  1. What is your TV model?

  2. Are you using the Plecto app for TVs or your TV browser? If browser, are you using the incognito mode?

  3. Do you have multiple TVs of the same model? If so, did all of them stop working?

  4. Have you recently made any changes to the notification, internet, or the TV you are using?

  5. Have you tried deleting and reinstalling the Plecto app on your TV?

We'll be in touch shortly. 🙌

Feel free to attach images and screenshots to your email to help us troubleshoot.

Problem solved! 🚀

We're glad you were able to solve the problem! If you have any other questions, let us know.

Problem solved! 🚀

We're glad you were able to solve the problem! If you have any other questions, let us know.

Our support team is ready to help

Write an email to support@plecto.com describing your issue. Please include answers to the following questions:

  1. What is your TV model?

  2. Are you using the Plecto app for TVs or your TV browser? If browser, are you using the incognito mode?

  3. Do you have multiple TVs of the same model? If so, did all of them stop working?

  4. Have you recently made any changes to the notification, internet, or the TV you are using?

  5. Have you tried deleting and reinstalling the Plecto app on your TV?

We'll be in touch shortly. 🙌

Feel free to attach images and screenshots to your email to help us troubleshoot.

Our support team is ready to help

Write an email to support@plecto.com describing your issue. Please include answers to the following questions:

  1. What is your TV model?

  2. Are you using the Plecto app for TVs or your TV browser? If browser, are you using the incognito mode?

  3. Do you have multiple TVs of the same model? If so, did all of them stop working?

  4. Have you recently made any changes to the notification, internet, or the TV you are using?

  5. Have you tried deleting and reinstalling the Plecto app on your TV?

We'll be in touch shortly. 🙌

Feel free to attach images and screenshots to your email to help us troubleshoot.

Our support team is ready to help

Write an email to support@plecto.com describing your issue. Please include answers to the following questions:

  1. What is your TV model?

  2. Are you using the Plecto app for TVs or your TV browser? If browser, are you using the incognito mode?

  3. Do you have multiple TVs of the same model? If so, did all of them stop working?

  4. Have you recently made any changes to the notification, internet, or the TV you are using?

  5. Have you tried deleting and reinstalling the Plecto app on your TV?

We'll be in touch shortly. 🙌

Feel free to attach images and screenshots to your email to help us troubleshoot.

Our support team is ready to help

Write an email to support@plecto.com describing your issue. Please include answers to the following questions:

  1. What is your TV model?

  2. Are you using the Plecto app for TVs or your TV browser? If browser, are you using the incognito mode?

  3. Do you have multiple TVs of the same model? If so, did all of them stop working?

  4. Have you recently made any changes to the notification, internet, or the TV you are using?

  5. Have you tried deleting and reinstalling the Plecto app on your TV?

We'll be in touch shortly. 🙌

Feel free to attach images and screenshots to your email to help us troubleshoot.

Autoplay not working

In some cases, you need to interact with the TV to enable autoplay of videos. Click the side arrow buttons on your TV remote or move the cursor (if applicable).

Some browsers have strict autoplay policies that may prevent playing videos automatically. Here you can read about how Chrome handles autoplay: https://developer.chrome.com/blog/autoplay/

YouTube video not playing

Some TVs don't support autoplay of YouTube videos from the get-go. Save and test your notification to see if the video appears on the TV screen.

Personal YouTube videos

Everyone should add a personally chosen YouTube video to their Plecto profile for the video to play when a notification triggers. If you've added this notification action, but the person triggering the notification hasn't added a video link to their profile, nothing will happen.

URL slide doesn't work

  • Test the URL link. Are you using the Plecto app for TV or your TV browser? If you're using the app, try opening the URL you've added to the slide in your TV browser.

  • Clear cache. If none of the above work, try to clear the TV cache and cookies and try again.

  • Check if it works elsewhere. Try to open a different link in your TV browser. Check if other pages work.

  • Outdated devices. There might be some certificate issues between your TV and the link you want to display. Older TVs might not support certain browser certificates. If possible, test if your slideshow works on a newer TV.

Note on iframes

Many sites do not allow other sites to include them in an iframe. You can try adding https://www.plecto.com/ to the "Content-Security-Policy" header in the Network > Headers tab. Read more about it here.

We recommend TV models released in 2020 and later. The minimum version for LG TVs is webOS 5.0. For Samsung's Tizen, it's 5.5.

Check your browser and any pop-up blockers

  • Update your devices. Verify that both your TV and the Plecto app are fully updated.

  • Try a different web browser. If you can, try another browser on your TV. If you're using a computer, try activating your slideshow via tv.plecto.com on a different browser. For example, use Chrome instead of Safari.

  • Pop-up blocker. Have you tried disabling the pop-up blocker?

Troubleshooting Notifications →