Why is my screen showing offline?
Most often, a screen shows as offline for one of these reasons.
The device isn't connected to the internet or WiFi.
The screen or device is turned off.
It's not set to the correct input / source.
The Fusion Signage app isn’t running.
Your internet is preventing the device from reaching our servers.
Fusion Signage is cloud-based
Since Fusion Signage runs on the cloud, each screen needs an active internet connection to communicate with our portal and fetch content updates. If your screen shows as 'offline', it’s almost always related to an internet or hardware issue at the installation site.
Software vs. hardware
Fusion Signage provides the software only. We don’t install or manage hardware. We get plenty of calls asking about hardware issues and are happy to help when we can, but it’s important to remember:
Hardware (screens, media players) and installation are handled by our extensive reseller network or your internal IT team.
Many hardware setups vary – this affects troubleshooting steps.
Your installer or reseller knows their setup best. They're your first go-to for offline issues.
Need to find your hardware reseller / integrator?
Reach out to whoever provided and installed your equipment – they’ll have the details.
Find reseller details
Find reseller details
You can find your reseller contact details in your Fusion Signage portal! Simply click on Support on the bottom left corner.
Viewing hardware status history
Did you know you can see a 14 day history of your device’s online / offline status? Just click the Status column of your screen for more details. You can find this on the Deploy page. For more info see here.
Troubleshooting steps
Step 1 – determine how your solution is set up – internal or external media player
The Fusion Signage app needs to be installed on a media player. That media player could be:
Internal – built into the screen itself (common with many commercial-grade displays)
External – connected to your screen via HDMI or a similar cable.
How to figure out which one you have
The easiest way is to contact your reseller, integrator, or installer – they'll know exactly how your setup was configured.
Another way
Check the Device Fingerprint within the Fusion Signage portal.
Finding the Device Fingerprint
Use your remote with the screen. Press OK or Enter – if the Fusion Signage identity page pops up, you likely have an internal media player.
Please note – if your device is off or the app isn’t running, this might be misleading.
If you're still unsure
Physically peek behind the screen to see if a media player is connected.
And if you’re still uncertain, reach out to your reseller or installer – they’ll have the most detailed knowledge of your hardware setup.
Can you see your content playing on the screen?
If yes, skip to Step 5 below.
Step 2 – is your screen / device turned on?
It sounds simple, but often screens or devices aren’t actually powered on. Common reasons:
Scheduled power on / off times.
Power loss or unplugged cables.
Someone turned off the screen.
External media players are off or disconnected.
How to check
Use the remote to press the power button.
Look for a power button on the device itself.
If needed, unplug and replug to reboot.
If your device is off, it will have an offline status.
Step 3 – is content showing on the screen?
Yes – if content is visible, your device is powered and the app is running. The problem is probably your internet. Jump to Step 5.
No – the device might be off or the app isn’t running. Let’s explore further.
Step 4 – is the screen on the correct source?
Make sure your display is set to the right input:
HDMI, DisplayPort, or custom sources.
Cycle through your inputs to see if Fusion Signage appears.
If you’re unsure what the correct input is, ask your installer or reseller.
Step 5 – is the Fusion Signage app running?
This can be tricky, as devices handle app startup differently:
Reboot the device.
Look through menus for the Fusion Signage icon.
For external media players, you might need a remote or connect a keyboard / mouse to check if the app is running.
If it’s not running, try restarting the device.
Step 6 – check your internet connection
Most offline issues stem from internet problems:
Ethernet cables plugged in or WiFi connection.
The modem / router is on and working.
Other devices on the same network are online.
The device isn’t too far from the router.
WiFi passwords might have changed – they’ll need updating on the device.
If you are unsure about your network and how it was set up, please reach out to your reseller.
How to test WiFi
Check network settings on your device.
Confirm internet status in the portal (does the device now show as online?).
Try accessing a website using the device’s browser.
As a test, connect your device to a mobile hotspot. If it comes online, your network’s likely the issue.
How to test ethernet
Make sure the network cable is still plugged into your screen or device.
Check for activity lights (usually green or orange) on the network port – that’s a good sign the connection is active.
Verify that other devices on the same network are working and have internet access.
If you're unsure, ask your IT department or network admin if there have been any recent changes to the network setup.
Step 7 – check the time and date on your device
Incorrect time or date can cause security or sync issues.
If the time and date on your device are incorrect, it could cause security checks with our servers to fail.
If your internet connection is working, double-check the time and date settings on your device.
For apps version v1.0.22 or v2.X.X, you can view the current time and date directly in the Fusion Signage menu near your identity code.
Since different devices have different menus, it’s a good idea to consult your device’s manual to find out how to check and set the time and date. Usually, this option will be under Settings, accessible via your remote or media player controls.
Step 8 – match the identity code
Ensure your device’s identity code matches what's in the portal.
Find the code in your dashboard under Deploy.
Navigate to https://app.fusionsignage.com.au.
On the Deploy section click on the screen name.
You will see the identity noted under the screen name.
Check the code on the device (via app or settings).
If the identity codes don’t match, it could mean you're checking the wrong screen. You can search for the device’s identity code in the Deploy section to see if it’s linked to your account.
If it’s not, delete the old screen with the incorrect code from your account and add the correct one displayed on your device.
If your device shows as online, then you’re all set.
Step 9 – are you running a legacy version of the Fusion Signage app?
If you see 'Legacy' listed under the App Version in your Deploy section, it means you’re running an older version of the app – this typically applies only to very old Philips commercial-grade panels.
This could be why your screen is showing as offline.
To fix it, you'll need to update the app manually. While this process is a bit hands-on, once updated, the app will automatically keep itself updated in the future.
Step 10 – contact your reseller / integrator / installer
If you’ve gone through all these steps and your screen still shows as offline, it might be a hardware issue – like a faulty screen or media player.
Your best move is to reach out to the person or company that installed your setup. They’ll be able to help with on-site troubleshooting, warranty claims, or hardware replacements.