Offline TV checklist
- 1
Confirm the TV is powered on.
- 2
Check internet connection.
- 3
Confirm the GlooTV App is open.
- 4
Check whether the playlist exited.
- 5
Try Launch App.
- 6
Try Check Status.
- 7
Restart the TV if required.
- 8
Contact support if the issue continues.
This checklist maps directly to the current TV Management controls. Launch App is for reopening the app on a reachable device. Check Status is for confirming whether the TV is still talking back to the platform. The details modal and recent events help explain which recovery step is most likely to work.
Common causes
Offline or stopped playback can happen when the TV loses power, network access drops, the app is closed, the playlist is exited, or someone switches to another app on the device.
The current status legend is useful here: ON means the app is active, ON? means the state is uncertain or stale, and OFF means the device is offline and the app is not running. A yellow or uncertain state should usually trigger a status check before you conclude the TV is fully down.
App closed or playlist exited
When to escalate
- The TV remains offline after power and internet checks.
- The app launches but content does not load after repeated attempts.
- Recent activity suggests repeated failures across the same device or location.
- The environment may need a fallback setup review because the native path is unstable.
Blank screen versus wrong content
Treat a blank screen and wrong content as different issues. A blank or dark screen usually points to power, app state, playlist exit, or device reachability. Wrong content usually means the TV is online, but the wrong playlist, stale sequence, or incorrect asset assignment is in play.
- Blank screen. Check power, app state, Launch App, and Check Status first.
- Wrong content. Inspect current playlist, recent launch actions, and playlist item order.
- Stale content. Confirm the updated asset was added to the correct playlist and has had time to sync.