Player: frequently asked questions

Short answers to the questions people ask most about the Media24 Player on the screen. Each answer links to the article with the full explanation.

Why doesn’t my video play, but images are fine?

A device that shows images but errors on every video is almost always running an outdated player build (or the file uses a codec the box can’t decode). Update the player on the device, and publish MP4 (H.264 + AAC) for the widest compatibility. See Player troubleshooting.

Which video format is safest?

H.264 / AVC plays on effectively every device; HEVC / H.265 plays only on boxes with a hardware HEVC decoder, so it is not guaranteed. Publish **MP4 (H.264

AAC)** to be safe. See What plays and how and Content.

The screen says “Waiting for network…” — what does it mean?

“Waiting for network…” means the player is offline and has nothing cached yet — for example, a freshly enrolled screen that has never downloaded content. Connect it to the network and let it download. See Offline behavior.

Will my screens keep playing if the internet goes down?

Yes — once content is downloaded, the player keeps playing it while offline, even across reboots. It shows “Offline · playing saved content” and never paints over what is playing. See Offline behavior.

The player asks to become my Home app — should I accept?

Yes. Being the device’s default Home app is what makes the player start automatically on power-up and relaunch itself if it ever closes. Skipping it means the player may not come back reliably after a reboot. See Set Media24 as the Home app.

My activation code is rejected or expired — what now?

Activation codes are one-time and expire, so a code you left sitting may no longer work. Mint a fresh code in the Manager (Devices → Add device) and enter that. See Connect a screen.

How do I update the player, and why must someone press Install?

Updates download in the background, then the screen shows “Update ready” with an Install now button that someone at the screen (or with a TV remote) must tap and confirm — updates are opt-in on the device and cannot be forced silently on a customer box. See Updating the player.

Why didn’t the player come back after the box rebooted?

Either Set as Home was skipped, or the app was never opened by hand after it was installed or updated. Open the player once and accept the Set as Home prompt so it becomes the device’s Home app. See Install on an Android device.

How do I open Android settings while the player is running?

Reach Android settings from the connect screen’s ⚙ System settings pill, or with a hardware MENU / INFO / SETTINGS key on the remote — even while content is playing. A touch-only box with no MENU key cannot reach settings while content is showing. See Player troubleshooting.

Why does the screen still show its old name after I renamed the device?

The player’s idle screen shows the enrollment-time name. Renaming the device in the Manager does not update the name printed on the idle screen. See Read the idle screen.

Can I install the player from Google Play?

No. The Media24 Player is distributed as a single APK you sideload on your box — there is no Play Store listing. See Install on an Android device.

Why is one zone of my layout black?

A device decodes only so many videos at the same time. In a multi-zone layout with several video zones, extra video zones wait their turn rather than all playing at once, so a zone can appear black until it comes up in rotation. See Several zones at once.

How fast do remote commands from the Manager reach the device?

The player checks in on a short cycle, so a command you send — or new content you publish — takes effect within roughly one check-in. See Remote management and commands.