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My Digital Signage isn't playing on my TV

If your custom signage isn’t appearing on your screens, it is usually due to a scheduling delay, a device selection error, or a file formatting issue. Follow these steps to get your content live.

1. Check the Basics

  • Wait 10 Minutes: Once a campaign is published, it can take up to 10 minutes to sync with your device and appear in the rotation.

  • Verify Device Selection: Ensure you have assigned the specific location to the campaign in your dashboard. (www.atmosphere.tv/login)

  • Check Device Connectivity: Your device must be online to download new signage. Ensure your Atmosphere player has a stable internet connection (no public or guest networks).

2. Verify File Specifications

If your file does not meet our technical requirements, it may fail to play. Double-check that your asset matches these specs:

  • Dimensions: 1920 x 1080px (Recommended)

  • Format: .jpg, .png, or .mp4

  • Max File Size: 100MB

Note: For a full list of supported formats and a step-by-step guide, Specifications for Digital Signage.

3. Clear the Device Cache

If your campaign is active and the location is selected but still not appearing, try clearing the cache to force a fresh sync.

For Apple TV:

  1. Navigate to the Settings tab within the Atmosphere app.

  2. Select Device Info.

  3. Scroll down and select Clear Cache.

For Atmosphere (Custom) Devices:

  1. Hold down the Settings (Cog) button on your remote.

  2. Select Apps > Atmosphere.

  3. Select Clear Cache.

 

Still not seeing your signage?

If you have followed these steps and your content hasn’t appeared within 15 minutes, please contact us at help@atmosphere.tv.

To help us move faster, please include:

  • Your Business Name & Address

  • The device serial number

  • The specific step where the process is failing