> For the complete documentation index, see [llms.txt](https://help.steeple.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.steeple.com/en/ecrans-tv/depannage-ecrans-tv.md).
# Troubleshooting and installation of Steeple TV screens
This page helps you troubleshoot a Steeple TV screen: find below what your screen displays, then follow the indicated solution.
{% hint style="info" %}
**Before you move** : in the app **Devices**, open the **Diagnostics** screen. If its status is **Online but Steeple not displayed**, restart it remotely from this record. See the section “Restarting a device remotely” in [TV screens: list and customization](/en/ecrans-tv/ecrans-tv-liste-et-parametres.md).
{% endhint %}
## Depending on what the screen displays
### The screen is off or Steeple is no longer displayed
**Basic checks**
* Check the power connections of the screen and the box
* Check that the brightness is not set to minimum
* Turn on the screen, set the source to HDMI, turn on the box
* Check whether startup stops on the network login page: in that case, see below “The box is not connected to any network”
**Restart the screen and the box**
1. Turn off the screen using its power button
2. Turn off the box using its power button
3. Turn the screen back on first
4. Then turn the box back on
5. Check or adjust the HDMI source if necessary
{% hint style="warning" %}
Always turn off the screen **and** the box, then turn them back on in order: the screen first, the box second.
{% endhint %}
### No signal: the HDMI source is not detected
**With the remote control**
* Press the **Source** button on the remote control
* Select **HDMI**
**Without a remote control**
* Use the physical buttons on the back of the screen (usually bottom right)
* Select **HDMI**
### The box is not connected to any network
**Issue** : the box has neither an Ethernet cable connected nor a Wi-Fi network connected, for example after a change to the Wi-Fi name or password. On a Chromebox, this message may not appear: if the app **Devices** indicates **Offline**, follow the same solution.
**Solution** :
* **Simplest** : if a network socket is available near the screen, connect the box via Ethernet, then restart it.
* **Otherwise**, reconnect the box to Wi-Fi by following [NO-NETWORK](/en/ecrans-tv/depannage-ecrans-tv/no-network.md). The page describes the procedure for Chromeboxes (exit kiosk mode with **Ctrl + Alt + S**) and for Elo boxes.
* **Guest Wi-Fi with a login page** : the box cannot validate it. See [CAPTIVE-PORTAL](/en/ecrans-tv/depannage-ecrans-tv/captive-portal.md) and, below, “Retrieving a box MAC address”.
### The box is online but does not retrieve its credentials
**Issue** : the box is online but cannot retrieve its credentials.
**Solution** : contact Steeple support.
### The hardware does not seem to be configured correctly
**Issue** : the box is online but cannot display the Steeple app.
**Possible causes:**
* Ports or domain names blocked by the IT department
* EloView 3 to EloView 4 migration not completed on an Elobox
* Incorrect credentials
**Solution** :
1. Test with a mobile hotspot from a phone, outside the secured network.
2. If this works, IT security is blocking ports or domains: send your IT department the [list of domains to allow on the network](/en/prerequis/prerequis-domaines-autorises.md).
3. If this still does not work, check that the box is not on EloView 3 and perform the migration by following [Migrating an Elobox from EloView 3 to EloView 4](/en/ecrans-tv/depannage-ecrans-tv/depannage-ecrans-tv.md).
4. If, after these tests, the box is not on EloView 3, contact Steeple support.
### No content is configured for this device (No content is configured for this device)
**Issue** : the box is online but has no content to display.
**Solution** : the Steeple app must be deployed in EloView. Contact Steeple support, specifying your box number and the error message displayed.
### The screen is not paired
**Issue** : the screen is properly connected to the network, but it is not paired with your organization's Steeple.
**Solution** : pair it from the app **Devices**, following [Pairing a screen with a 6-digit code](/en/ecrans-tv/depannage-ecrans-tv/depannage-ecrans-tv-1.md).
### The screen is already paired
**Solutions** :
* If your screen is equipped with a box: contact Steeple support, specifying the box serial number, so they can remove the device in the back office.
* If your screen does not have a box: click on **Log out**, then set up the device again.
### The display is not full screen
**Issue** : this happens on the first launch of the Steeple app with the SOTI MDM, or after exiting kiosk mode.
**Solution** : exit the Steeple app and relaunch it from the menu.
## Settings and hardware
### Adjust brightness, contrast, and volume
**Brightness and contrast**
1. Press the **MENU** button on the remote control
2. Go to Brightness / Contrast with the arrow keys
3. Adjust the levels
**Volume**
* Use the buttons **VOL** button on the remote control
* Or go through **MENU** > **Other settings**, then the arrow keys
### Touch does not work
**Probable cause** : a problem with the USB cable connection between the box and the screen.
* Check that the USB cable connecting the Chromebox, Chromebit, or Elo Backpack to the screen is properly plugged in
* For a Chromebit: make sure the USB cable is plugged into the adapter, which is itself connected to the Chromebit
* Test with several different USB cables to rule out a faulty cable
### Retrieve a box's MAC address
Required when your network filters devices by MAC address, or requires a login page (guest Wi-Fi).
{% hint style="info" %}
A box has **two MAC addresses** : one for Ethernet, one for Wi-Fi. Give your IT department the one for the network the box will use.
{% endhint %}
**The simplest: the Devices app.** The **Diagnostics** screen displays the MAC address of the connection used by the box (Ethernet or Wi-Fi). If the box is offline, it's the one from its last connection. For the other address, check it on the box (see below) or contact Steeple support, specifying the box serial number.
**On a Chromebox** : the box displays its two MAC addresses.
1. Connect a USB keyboard and mouse, then exit kiosk mode with **Ctrl + Alt + S** (steps 1 to 3 of the Chromebox procedure in [NO-NETWORK](/en/ecrans-tv/depannage-ecrans-tv/no-network.md))
2. Click the time at the bottom right of the screen
3. Click the network panel: depending on the active network, it is called **Ethernet**, **Wi-Fi** or **Not connected**
4. In the **Network**, click the **i** icon (information) at the top: the MAC addresses **Ethernet** and **Wi-Fi** are displayed
**On an Elo box** : see [Mac Address](/en/prerequis/prerequis-domaines-autorises-1.md). The page also explains why an Elo box on Wi-Fi can show two consecutive addresses.
### Install a Steeple screen
**Location** : place the screen in a company living area (break room, entrance, etc.) where employees spend time.
**Installation tips**
* **Height** : 1.50 m from the floor to the middle of the screen (accessibility for disabled persons)
* **Cables** : do not leave cables lying around (safety)
* **Box** : hide it behind the screen so no one can touch it
* **USB cable** : essential between the box and the screen for touch
* **Automatic shutdown** : schedule automatic screen shutdown (environmental approach)
### Hardware warranty
See [Hardware warranty/exchange](/en/ecrans-tv/depannage-ecrans-tv/no-network-1.md) : warranty period and repair or exchange procedure depending on the manufacturer.
