Troubleshooting Skykit Player: Resolving Common Issues - Help Center

Troubleshooting Skykit Players


If there is an issue with a Skykit Player, refer to this page for general troubleshooting.



Skykit Player General Information

  1. Mounting:  We recommend placing the velcro on the side of the Skykit logo.  This allows for the airflow vents to face outward and the serial number sticker to be viewable.  


  1. Lights: 
    1. Blue = Device is powered on
    2. Red = Device is asleep or encountering some kind of power issue
    3. No light = Not receiving any power or power adapter is malfunctioning

  1. Power: Only use the power adapter that comes with the device. 

  1. Skykit Player Specs:


Skykit Player Issues

The most common issue with a Skykit Player is connectivity, relating to either Power or Internet.

Black Screen or No Signal

The device might not be powered on or in sleep mode, or it may be powered on and working properly but the HDMI connection may have come loose or is faulty. 

Troubleshooting Steps:
  1. Check if device is online on the Display app Manage page under Device Status.  See Figure 1 below.
    1. If Online, continue to Step 2
    2. If Offline, continue to Step 3
  2. Attempt to Reboot Screen which is under the dropdown menu (...) for each screen.  See process below.
  3. Confirm the proper input is selected on the TV.
  4. Check the HDMI cable on the device and attempt to disconnect and reconnect.
  5. Reboot the device by pulling the DC cable from the device and plugging it back in.
  6. Press the reset button located within the Audio port (labeled as AV on the device).  A paperclip is suggested to accomplish this.
  7. If still unable to display, please contact our Customer Success Team.
Figure 1.


Device is powered on but experiencing network connectivity issues.
Confirm the Skykit Player is connected to the Internet via Wifi or an Ethernet connection.  Refer to this article for more information on connecting a Skykit Player to the internet.  

Device stuck at the Loading screen
  1. Reboot the Skykit Player.
  2. Confirm internet connectivity.
  3. If issues persist, please contact our Customer Success Team.

Failed Wifi Scan

When attempting to reconnect to Wifi, an error message will say “Failed to scan for Wifi”.  If this message persists it may be due to a faulty wifi chip on the device.  This situation is rare however the Wifi chip can fail. 

Troubleshooting Steps:
  1. Reboot the device by pulling the power cable from the device
  2. If still unable to connect and still seeing Failed to Scan for Wifi, please contact our Customer Success Team.

Reboot

On the Manage overview, select the Ellipsis ... menu on the far right.  From the dropdown, select Reboot Screen.

Select Reboot when the popup appears.
Warning
The Reboot process can take up to 2 minutes to complete.

On screen, the device will cycle through a series of Skykit screens, including a countdown screen, and a loading screen.


When the device has finished rebooting it will resume playing previously associated content.


Have a friendly expert give you a personal tour. Book a demo.

If you have any questions or concerns, please feel free to reach out to our Customer Success team by clicking here.

To visit our full Help Center, please click here.

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