Office network admins and IT departments often require devices to have permission, before they're allowed to access the network fully.  

  • If your TV screen is stuck on 'Thinking,' your device may not have the proper network permission
  • Especially if your system connected previously, please first check your Ethernet port and cables

Learn more:

  • 1.0 Check your Ethernet jack 
  • 2.0 Network permission & whitelisting  

1.0 Check your Ethernet jack 

If your TV screen is stuck on 'Thinking,' and you've used the system before, the first thing to check is that your Ethernet cables and the jack are OK.

  1. Make sure your ethernet cable works. Try swapping out ethernet cables. You may have a faulty or damaged cable.
  2. Check the ethernet port on your TV device. Look for lights by the ethernet port when your device is powered on and the ethernet cable is plugged in. Contact support if you don't see those lights, or if you have questions. 
  3. Make sure the ethernet jack you are connecting to is CURRENTLY live.
    ⚠️Sometimes an IT department will turn off unused ethernet jacks, and they need to turn your jack back on.
    👉 Try plugging in a laptop that has Wifi turned off. See if it can connect to the Ethernet with that jack. If your laptop can't, the jack is not live. 

2.0 Network permissions & whitelisting 

It's not unusual for the network admin and IT department to limit what devices have access to your office's network. Your network admin may require that new devices be 'whitelisted.' 

  • If you have an internal IT department, please ask the network admin to check on the network permissions for the device
  • If you are in a coworking space or other shared space, please ask the building network admin if they need to 'whitelist' the device. We can give you the MAC address, which the IT admin can whitelist.
  • IT always can contact us – or chat

3.0 More info 

Specifically, the TV needs 2 things from your network to be able to function properly:

  • Be able to get online — be assigned a DHCP address.
  • Be allowed to accept Internet traffic of different kinds — specifically to send/receive UDP traffic.

Let us know if we can help further, thank you! 

Did this answer your question?