Troubleshooting Display Screens

Most display issues fall into a few categories: the screen is offline, it shows outdated or wrong content, or it needs to be re-paired. This guide walks through each scenario and what to try first.

In the admin dashboard, go to Screens → My Screens. Each screen shows its status:

• Online — Connected and receiving updates. Content should be current.
• Offline — Not connected. Check power, Wi-Fi, and network.
• Pairing — Waiting for you to complete pairing. Enter the code shown on the display in the admin.

Common causes

• Power — Ensure the display and the device (Raspberry Pi, Android TV, etc.) are powered on and not in sleep mode.
• Wi-Fi — The device may have lost connection. Check that your masjid Wi-Fi is working and that the device is within range. Try rebooting the router if other devices are affected.
• Pairing expired — If the device was unpaired or the credentials expired, it will show as offline until you re-pair it.

What to try

1. 1

   Check power and cables

   Confirm the display and device are on. If using a Raspberry Pi or Display Unit, check the power LED.
2. 2

   Restart the device

   Power cycle the display device (unplug, wait 10 seconds, plug back in). Give it a minute to boot and reconnect.
3. 3

   Verify Wi-Fi

   If the device has a way to check network status (e.g. on-screen menu), confirm it is connected. Try moving it closer to the router or using Ethernet if available.
4. 4

   Re-pair if needed

   If the device shows a pairing code or has been reset, complete the pairing process again from the admin (see Re-pairing below).

If the screen is online but shows old prayer times, the wrong playlist, or content that should have changed:

1. 1

   Confirm the screen is online

   Offline screens use cached content and will not update until they reconnect.
2. 2

   Check playlist assignment

   In My Screens, verify which playlist is assigned to this screen. If you recently changed it, the update should propagate within seconds.
3. 3

   Check scheduling

   If you use scheduling (Growth+), ensure the current time falls within the expected slot. The wrong playlist may be scheduled for this time.
4. 4

   Force a sync

   Some display setups allow you to trigger a content refresh from the admin. Look for a Sync or Refresh action on the screen’s settings.

MasjidConnect uses an offline-first design: screens cache prayer times and content locally. When online, they receive updates automatically. If the screen has been offline for a while, it will catch up once it reconnects.

Re-pairing is needed when the device has been reset, credentials were cleared, or the screen was moved to a different masjid account.

1. 1

   Put the display in pairing mode

   On the display device, trigger pairing mode. This usually shows a 6-digit code on screen. Refer to the display setup guide for your device type (Raspberry Pi, Android TV, etc.).
2. 2

   Go to Add a Screen

   In the admin, go to Screens → Add a Screen.
3. 3

   Enter the pairing code

   Type the code shown on the display. The system will link the device to your masjid and assign credentials.
4. 4

   Wait for confirmation

   The display should switch from the pairing screen to normal content within a minute. If it was previously paired, you may need to remove the old screen record first.

If you have tried the steps above and the screen still does not work:

• The device will not connect to Wi-Fi at all
• Pairing fails repeatedly
• The display shows an error message you do not recognise
• Content updates never reach the screen even when it is online

Contact our support team with your masjid name, the screen name or ID, and a brief description of the issue. We can help diagnose connectivity, pairing, and sync problems. Contact support.