Clevertouch | CleverLive | My screen is disconnected from the network/showing offline

On your portal, you can currently see that there are screens offline. Before troubleshooting, please consider the below options first before troubleshooting:

Is the "Screen" a device which was re-added to your account?

Usually, in situations where you've "Deauthorised" the screen and re-added the device previously, you may not have deleted the old instance from the account. Simply click on the screen so it is "ticked", and then press the bin icon in the toolbar above. 

Is there a network outage on my site?

Please check that your internet is working correctly on other devices, such as PCs or your mobile connected to the network. Are you receiving an error on your PC showing that it is also offline? If so, you will need to speak with your IT team about this. 

Now we have these steps covered, the steps to check on your CleverLive devices are:

1. Are they connected to the network?
   You will need to check this on the screen/player itself.
   
   
2. Are they connecting to CleverLive on the app?
   If you exit out of the presentation, and see the status symbol on the back-end of the application, is it showing a green cloud, or a red cloud? If it's red, that means it cannot connect to the CleverLive server. 
   
   1. It's showing red on the cloud symbol
      There may have been a change in the network, in which you would need to ask your network admin team (who manage your network) to make sure the ports on our network guide document (click me) are open on your network controller.
   2. It's showing green on the cloud symbol
      Then now would be the time to log a ticket here.