Device Offline

Device Offline

A device showing as offline means GoVista has not received a heartbeat for more than 5 minutes. Here is how to diagnose and fix the issue.

Quick Checks

1. Is the device powered on? — Check the power cable and outlet 2. Is the network working? — Check Wi-Fi or Ethernet connection 3. Is the player app running? — The app may have crashed or been closed 4. Was there a power outage? — The device may not have auto-started

Network Troubleshooting

Wi-Fi issues:

• Check that the Wi-Fi network is active
• Verify the device is within range of the access point
• Check if the Wi-Fi password changed
• Try forgetting and reconnecting to the network

Ethernet issues:

• Check the Ethernet cable connection
• Try a different port on the switch/router
• Verify the network port is active

Firewall issues:

• GoVista requires HTTPS (port 443) outbound access
• WebSocket connections must be allowed
• Check if a corporate firewall is blocking traffic
• Whitelist GoVista API server domains

Player App Issues

• App crashed — Restart the player app manually
• App not auto-starting — Configure the app as the device launcher or add to startup
• App needs update — Very old player versions may have connectivity bugs

After Fixing

Once the device reconnects:

1. It sends a heartbeat immediately 2. Dashboard shows the device as online (green) 3. Any queued commands are delivered 4. Content sync resumes automatically

Preventing Offline Issues

• Use wired Ethernet where possible
• Configure auto-start for the player app
• Set up a hardware watchdog timer (Android)
• Enable WhatsApp notifications for offline alerts
• Use a UPS (uninterruptible power supply) for critical screens