If your TV screen is stuck on 'Thinking,' your Daily.co device isn't able to get the required network access.
- It might be a short-term issue, where your system tried to get online before the network was ready. Try rebooting. See Section 1.0.
- Then please check your Ethernet port and cables. Section 2.0.
- Office network admins and IT departments often require devices to have permission, before they're allowed to access the network fully.
You either need to reboot, check cables, or talk to your network admin. Learn more:
- 1.0 Network timing - reboot
- 2.0 Check your Ethernet jack & cables
- 3.0 Network permission & whitelisting
1.0 Network timing - reboot
Especially if your TV worked smoothly before, it might be a timing issue. For example, customers in big corporate buildings sometimes see this on a Monday morning. Over the weekend, a network event may have occurred.
In plain English, there might have been an outage or reset in your building, or at your ISP. (Not even in your own office, to be clear.)
The Daily.co TV was kicked offline. Especially if you're an always-on user, the system tried to come back online before the building network was fully back. After trying for a while, the device now is showing the Thinking screen to let you know it's having issues getting online.
Unplug your device. Wait about five seconds. Plug back in. If it still doesn't work, see Section 2 & 3!
2.0 Check your Ethernet jack & cables
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.
- Make sure your ethernet cable works. Try swapping out ethernet cables. You may have a faulty or damaged cable.
- Check the ethernet port on your Daily.co TV device. Look for lights by the ethernet port when your device is powered on and the ethernet cable is plugged in. Contact Daily.co support if you don't see those lights, or if you have questions.
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.
3.0 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 Daily.co device
- If you are in a coworking space or other shared space, please ask the building network admin if they need to 'whitelist' the Daily.co device. We can give you the MAC address, which the IT admin can whitelist.
- IT always can contact us – firstname.lastname@example.org or chat
4.0 More info
Specifically, the Daily.co 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! Try us on chat or email@example.com, cheers.