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My Screen Isn't Displaying My New Content

If you have recently updated your content in the Neon Dashboard but your screen is still showing old images or videos, it is usually due to a connection issue or a pending publication status. Follow these steps to resolve the issue.

1. Check Your Internet Connection

The most common reason for content not updating is that the device is offline and cannot "fetch" the new data.

  • Neon Players: Ensure your player is connected to the internet. [Click here for steps to reconnect your device].

  • Smart TV Apps: If you are using the Samsung URL Launcher or Fire TV app, check the network settings on the TV itself to ensure it is connected to your local Wi-Fi or Ethernet.

2. Power Cycle the Device

A quick reboot forces the device to check for updates immediately upon startup.

  1. Unplug the small power cord from your Neon player (or the power cable of your Smart TV).

  2. Wait 10-15 seconds.

  3. Plug the power back in and allow the device to boot up.

  4. Relaunch the Neon App.

Important: You may be asked to log back in after a power cycle. Please ensure you have your Screen ID and PIN handy before unplugging the device.

3. Verify Your Publication Status

Sometimes content is uploaded to the Dashboard or a Playlist created without being fully "Published" to the specific screen.

  1. Log in to the Neon Dashboard [Link: https://admin.neonscreens.com].

  2. Click Screens on the left navigation panel.

  3. Click the specific screen you are troubleshooting.

  4. Look at the Current Publication section. If you do not see your new content, it has not yet been assigned to this screen.

4. For Samsung Display Users: Clear Cache

If you are using the Samsung URL Launcher and the steps above have not worked, you may need to clear the temporary app data.

  • Note: This process may vary slightly depending on your specific Samsung model.

  1. Press the Home button on your remote.

  2. Navigate to Settings > Support > Device Care.

  3. Select Start Device Care.

  4. Once completed, return to the Home Screen and relaunch the Neon App (typically located in the bottom launcher bar).

Please note: steps to clear cache can vary somewhat by model. Please refer to your television manual or perform an online search based on your specific television model for the most up-to-date steps for your particular screen.