Troubleshooting and FAQ

Last updated 2026-10-21

Most problems come down to a schedule, a setting or the network. Work down the list for what you are seeing.

The TV shows a black screen

A black screen is usually the app doing what it was told: there is nothing scheduled right now. Check, in this order:

The module schedule. On Screens, open the screen and look at the Module schedule and the Default. If it says Kids at that time, Signage and Slides will not play. If it says Off (black screen), that is why.
Signage slots. For Signage, look at Signage, Slots & schedule for that screen or its group. If no slot is active, the screen plays its default playlist. If there is no default playlist, it is black on purpose.
Slides deck. Slides is scheduled per location too. Check the screen has a location, and that a deck is scheduled there right now (Calendar, choose that location). A TV only shows Slides when its module says so. See Slides module.
Kids schedule. Kids is scheduled per location. Check that the screen has a location, and that something is scheduled there. Open the Calendar and choose that location.
Is the module on? Settings shows "Your plan". If the module is not enabled, the TV has nothing to run.
Has the TV connected at least once since pairing? It needs internet the first time to download its content.

The pairing code is not accepted

Check the code on the TV again and retype it. It is 6 characters; a space in the middle is fine.
Choose a location. It is required.
Only owners and admins can pair TVs.
If the TV already left the code screen, it is already paired. Look for it in the Screens list.
If your plan's TV limit has been reached, pairing is refused. Remove a TV you no longer use, or ask for a higher limit.
Still stuck? Close and reopen the app on the TV to get a fresh code.

Media is not downloading, or a video does not play

The TV needs an internet connection to fetch new content. Check its Wi-Fi.
Big files take a while on a TV stick. Kids TVs download everything scheduled for the next 14 days ahead of time, so do not schedule a huge file for ten minutes from now.
The stick may be out of storage. Remove unused apps from it, or use a smaller video (1080p MP4 is ideal).
Check the file plays in the dashboard's media library.

What happens when the TV goes offline?

The app keeps its saved content and its last known schedule, and keeps playing. It even keeps switching between Kids, Signage and Slides on schedule. Anything you change in the dashboard reaches the TV when it is back online. Live streams and YouTube need internet, so they will be skipped or show a waiting message.

Signs or live streams do not show

Signs and live streams need app version 1.1.0 or newer. Look at the App version on the screen's card on the Screens page. If it is older, update the app from the store, or reinstall it. See Install the app on a TV.

Slides says the module isn't switched on

Slides needs app version 1.4.0 or newer. An older TV does not know about the module and says it is not switched on. Check the App version on the screen's card on the Screens page, update the app, and check Slides is enabled under Settings, Your plan. See Install the app on a TV.

My changes are not on the TV yet

The TV checks in about every half minute. Wait a minute, then check the screen shows Online with a recent "seen" time. If it does not, check the TV's internet.

Sign-in and email links

After creating an account you get an email with a confirmation link. Click it, then come back and sign in with your password. Check your spam folder if it does not arrive.
If you were invited but see "Create your church", you signed in with a different email than the one you were invited with. Sign out and use the invited address.
For a forgotten password or an account that is stuck, email support@churchtvos.com.

Quick FAQ

Do I have to be at the church to make changes?

No. The dashboard works from anywhere, including your phone.

Can several TVs show the same thing?

Yes. Schedule a Signage playlist for several screens at once, or put screens in a group.

Is my content visible to other churches?

No. Each church's content, people and TVs are separate.

How do I delete my account or my church's data?

See Delete your account, or email support@churchtvos.com.

A TV was paired by mistake. How do I fix it?

On Screens, open it and press Remove / unpair. The TV shows a new code and you can pair it again.

Where to get help

Email support@churchtvos.com. It helps to include your church name, the screen's name, the app version shown on the Screens page, and what you expected to see.