No Connection
Your Firestick will run on a wifi network by default. Sometimes, depending on the layout of your location, the signal may not be strong enough to give you a good connection. Without a good internet connection, your Firestick (and its applications) will not function correctly.
An ethernet adapter (can be purchased here from Amazon) can be a good choice in this case if you are unable to relocate your device or your router. You will then need to run an ethernet cable from your router/modem to the device itself (Please be sure to check what length of cable you need before purchasing).
To run a speed test on your Firestick, follow these steps:
- Highlight the Settings icon on your Firestick. This is the gear icon located to the far right – this should display the settings categories underneath it.
- Move to the Network category and press the center button of your remote
- Highlight your network (this should be the first one in the list and already selected) and press the Play/Pause button on the remote
- Select “Run Speed Test”
- Select Continue and wait for the speed test to complete
- Your results should be displayed on the right side, with recommendations underneath in the middle. This will tell you if you have a strong or weak signal
- Lastly, click “Advanced” – this will display a larger breakdown of information
- The column on the right titled “Network Quality” will have some vital information about your connection. If your signal strength is too low or your noise level is too high, you are a good candidate for an ethernet adapter
Weak/Intermittent Connection
If you are experiencing issues with your device reverting to the homescreen or logging you out frequently, you are likely having issues with your connection. This can be caused by a number of things. Many troubleshooting tips are available from here from Amazon.
Another solution can be to purchase an ethernet adapter (can be purchased here from Amazon) if you are unable to relocate your device or your router. You will then need to run an ethernet cable from your router/modem to the device itself.
Credentials Not Working
To access your digital signs, you must have a login from Captive Audience and subscribe to our Digital Sign service.
If you have signed up with us and set your password for our Digital Sign service and are still experiencing issues, the error displayed at the bottom of the screen may give you a hint as to what the problem is.
Error Messages:
- Your credentials could not be verified, please try again.
- This generally means that you are entering your email or password incorrectly. If you have forgotten your password, you can click here to request a password reset link to be sent to your email address.
- You appear to have lost internet connection. Please check your connection and try again.
- This means that you have lost internet connection or have an intermittent signal
- The server seems to be busy, please try again.
- This likely means that there is an error on our end. Give it a bit of time and try again. If this continues to happen, please contact us at 800-488-2550
If you have not yet subscribed to our Digital Sign service, contact us at 800-488-2550 to start using our Digital Signs!
Looping Back to Login Screen with no Error
If the Captive Audience Digital Sign App is continuously sending you back to the login screen with no error, there are a few troubleshooting options:
- Reboot your Firestick
- Occasionally your Firestick may need to be rebooted. You can do this by unplugging the power cable from the Firestick, waiting 30 seconds and plugging it back in. Once the Firestick has finished starting up, launch the Captive Audience Digital Sign App and attempt to log in.
- Reinstalling the App
- Go to Settings
- Applications
- Manage Installed Applications
- Find the Captive Audience Digital Sign App, select it and choose uninstall
- Use the search function to search for “Captive Audience”
- Find the app and download it
- Launch the app and attempt to log in
- Go to Settings
If none of these solutions are fixing the problem, you may have a permissions issue with your account. Please contact us at 800-488-2550 and tell us that you may have a permissions issue with your Digital Sign account so that we can look into it further.
Black Screen
Because of the wide variety of devices that we support, there are many issues that might occur when trying to use a long-running app like our Digital Sign. Some of the following solutions may address your issue or give you an idea of where to start:
- Check your internet connectivity
- If the Firestick does not have strong and consistent internet, the app can exit or go idle. This will in turn make your Firestick go into idle mode and will likely turn off the screen over time to save energy. Check the steps below to run a speed test on your Firestick.
- Check that your Monitor or TV does not have a screensaver or energy saver enabled
- Many TV or Monitor brands will have settings to save energy, this can adversely affect the Digital Sign app and turn off the screen while the app is attempting to run
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To run a speed test on your Firestick, follow these steps:
- Highlight the Settings icon on your Firestick. This is the gear icon located to the far right – this should display the settings categories underneath it.
- Move to the Network category and press the center button of your remote
- Highlight your network (this should be the first one in the list and already selected) and press the Play/Pause button on the remote
- Select “Run Speed Test”
- Select Continue and wait for the speed test to complete
- Your results should be displayed on the right side, with recommendations underneath in the middle. This will tell you if you have a strong or weak signal
- Lastly, click “Advanced” – this will display a larger breakdown of information
- The column on the right titled “Network Quality” will have some vital information about your connection. If your signal strength is too low or your noise level is too high, you are a good candidate for an ethernet adapter