These tips are specifically for customers that utilize a Amazon Firestick hardware option. Most common cases include but are not limited to: Fire TV logo freezing on screen, menu freezing on screen, playlist not updating, black screen, app closing out/flashing and not staying open, etc
Clear Cache Trick in App
Go to Settings on your Fire TV.
Select Applications.
In Manage Installed Applications, select the Skoop Signage app.
Select Clear Cache.
Amazon OS Software Update
Navigate to the Amazon Home Screen, proceed to Settings > My Fire TV > About > Check for System Update, and download the latest Amazon OS update if one is available. Allow the device to complete a full power cycle, and then reopen the app.
Firestick Reset (1 of 2 Options)
Option 1:
Unplug Firestick from power outlet, wait 10 seconds, and plug back in
After Firestick completely restarts, open SKOOP App
Option 2:
On the Firestick remote, hold down the select button (center circle button) and the play/pause button down for 5 seconds until the Firestick reboots, and release
After Firestick completely restarts, open SKOOP App
Open Firestick Remote - How to Reset.png
Firestick Refresh
With the SKOOP App open, hit the select button (center circle button) on the Firestick remote
Screen should automatically refresh
(INTERNAL TIP): Playlist alteration
Last resort, SKOOP team member can switch the playlist playing on the screen with the hardware issues and switch it back to the original playlist on the screen to kick start a data refresh on the hardware. Sometimes this will work and get the hardware to respond
Note: customers utilizing Firesticks may have to do all of these different steps for troubleshooting or follow up with a step(s) after trying one on these tips. If the Firestick continues to be unresponsive, the customer will need to acquire new hardware. Firesticks don’t have the stability for more robust CMS’s and have more troubleshooting needs than other preferred SKOOP hardware.
Additionally, Amazon doesn’t allow developer access, therefore SKOOP cannot access or remote into device in the screen management system