Issue Summary:
The LMX Content black screen issue occurs when a user encounter a blank, black screen, or the LMX Content logo upon launching the application or during operation. This prevents interaction with the software and affects usability.
This issue is most often caused when too much content is uploaded to the player at once over an unreliable internet connection.
Scenarios to avoid that cause the LMX Black screen issue
1. Bulk Uploading
Avoid uploading and scheduling multiple pieces of content at once as part of a single “publish” action.
Uploading too many files at once may cause publishing failures, where the system shows content as published but it fails to reach the LMXC player.
When the LMXC doesn’t receive content properly or doesn’t sync up correctly, it may result in a black screen on the display.
✅ To avoid this issue: Upload each piece of content individually, the press publish and verifying its playback before adding the next piece of content. See https://movingwallshub.atlassian.net/wiki/spaces/CS/pages/23429121/LMX+Content+Black+Screen+Logo+Issue#How-best-to-schedule-content-in-CMS for more.
2. Uploading Content but not Publishing
Try to avoid uploading content into the playlist and leaving it unpublished, assuming it will sync automatically/later.
✅ Instead: Always publish the playlist immediately after uploading new content.
3. Scheduling Too Close to the Start Time
Don’t schedule content at the last minute, expecting it to sync immediately before it plays.
✅ Instead : Schedule content 1-2 day in advance and verify synchronization before the scheduled start time.
To verify that synchronization is complete, follow these steps:
Go to the Schedule Content tab.
Select the appropriate Network, Location, and Playlist.
Choose the date for when the content is scheduled to play.
Check the Start Date of the content and ensure the Status is set to “Approved.”
4. Overloading the Playlist with Unchecked Content
Do NOT: Add multiple new content pieces without verifying resolution compatibility, correct file formats, or potential errors.
✅ Instead: Double-check all content before scheduling to ensure proper playback. e.g.
Resolution - Uploaded content should match the screen resolution.
Size - Ensure the size are below 50Mb
File Format - mp4, Jpeg
How to check : go to the selected file > right click > choose properties > Details.
5. Assuming Auto-Sync Will Handle Everything
While auto-sync … you cannot ….
What Does Auto Sync Normally Do in LMX Content?
The Auto Sync feature in LMX Content is designed to automatically:
Check for new content or schedule updates assigned to the device.
Download and cache the latest content files (images, videos, HTML packages, etc.).
Apply updated schedules to ensure the correct content plays at the correct time.
Report playback status and device activity back to the CMS at regular intervals.
What Auto Sync Does Not Handle Automatically
While Auto Sync is helpful, it does not handle everything, such as:
Manual content verification – It won’t detect incorrect file formats or resolution mismatches.
Corrupted or missing files – It won’t retry or fix broken packages unless a full sync is triggered.
Placeholder content issues – If a placeholder is mistakenly scheduled, Auto Sync will still sync it.
Network interruptions – It won’t resume partial downloads if the network disconnects mid-sync.
Deleted content cleanup – It won’t automatically remove old or unused content unless specifically triggered.
Do not rely solely on auto-sync to update content without manual verification.
Correct Approach: Manually check that scheduled content has been published in the content info.
Go to schedule content tab, select the network, location and playlist.
❌ Indicate content not publish
✅ Indicate content are publish
How best to schedule content in CMS
Login to CMS Platform
Go to the schedule content page. Select Network, Location and Playlist
To add new content, go to create
Select the video/image you want to schedule
After select the video/image, click “create schedule”
Then please put the content details like duration, start/end date, daypart or spot and click “Save”.
After Saving please “Approve” the content by clicking “yes”.
After that there is one popup showing that “You just need do one more step, Just click publish and see your changes in screen” Please click the publish button.
You can verify whether the publishing process was successful by checking the “Last published at:” status at the top of the page and in the scheduled content status.
Next, if you want to add sub content, you can click “Edit”
Go to “Sub Content”
Select the content you want to add and click “Add Sub Content”
If you want to add more sub content just click “Add Sub Content”, select the content and then “add”. When you are finished , click “update” and then approve
After you have approved, there is one more popup showing that “You just need do one more step, Just click publish and see your changes in screen” Please click the “Publish” button.
Basically, every time you schedule content, you need to publish and verify it before scheduling another piece of content. This will help avoid the black screen or LMX logo issue, especially in locations with an unstable internet or network connection.
To Avoid the Black Screen Error Summary
Scheduling content in phases helps prevent synchronization issues, especially in locations with unstable internet connections. Instead of uploading and scheduling all content at once, follow these steps:
1. Upload and Publish One Content at a Time
Upload a single piece of content to the playlist.
Publish the playlist immediately after uploading each content.
Verify that the content is properly displayed before proceeding to the next upload.
2. Avoid Bulk Uploading and Scheduling
Do not upload and schedule multiple pieces of content at once.
Large uploads can overwhelm the system, leading to incomplete synchronization or black screen issues.
Instead, divide uploads into smaller batches and publish them incrementally.
3. Verify After Each Scheduling Step
After scheduling a piece of content, check if it appears in the playlist correctly.
Ensure that it is published and synchronized with the player before adding the next item.
4. Monitor Network Stability
If the internet connection is slow or unstable, avoid scheduling large files or multiple updates at once.
Consider scheduling during non-peak hours when network traffic is lower.
5. Manually Refresh and Confirm Sync
Even if the system auto-syncs, manually check if the scheduled content is displaying as expected.
Refresh the playlist and verify content playback on the player.
Possible Causes:
Unstable Internet Connection/Network:
An unstable internet connection or network issues can cause problems during synchronization between the player and the server, potentially leading to a black screen.
Sometimes, this issue can occur when uploading too much content over a slow internet connection.
Graphics Driver Incompatibility:
Outdated or incompatible graphics drivers can cause rendering issues leading to a black screen.
Insufficient System Resources:
Low RAM, high CPU usage, or limited GPU memory can cause the application to fail to render the interface correctly.
Software Conflicts:
Third-party software, including antivirus programs and overlays (e.g., Discord, NVIDIA ShadowPlay), may interfere with LMX and cause display issues.
Incorrect Display:
An unsupported resolution or incorrect file format uploaded into the LMX content playlist can prevent proper rendering.
This is an example of a file with an incorrect resolution or format. It will not display a preview image.
Operating System Updates or Incompatibility:
Recent OS updates may introduce compatibility issues with LMX, causing display problems.
Outdated Application:
Using an outdated version of the application can cause compatibility issues, missing bug fixes, or failure to load critical components, resulting in a black screen.
Playlist Configuration:
Incorrect content settings, daypart/spot/day preferences, or start/end date configurations can cause the black screen issue.
Things to Do If You Have a Network Issue:
Avoid scheduling multiple pieces of content at once without verifying that the previous content has been successfully published.
Do not schedule all content in bulk without checking for successful synchronization, especially if the network is unstable.
Do not leave content unpublished after uploading, as it may not sync properly with the player.
Do not rely solely on auto-sync, especially when dealing with a weak internet connection. Always manually verify that the content has been published.
Resolution Steps:
Update Graphics Drivers:
Ensure that the GPU drivers are up to date (NVIDIA, AMD, or Intel).
Verify Integrity of Installation Files:
Reinstall LMX or use a file verification tool if available.
Check System Resources:
Close unnecessary applications to free up RAM and CPU.
Disable Conflicting Software:
Temporarily disable overlays, antivirus software, and background applications.
Check OS Compatibility:
If the issue started after an OS update, try running LMX in compatibility mode or rolling back the update.
Improve Network Stability:
Ensure a stable internet connection, restart the router, or switch to a wired connection if possible.
Check Content in the Playlist:
Make sure all content uses the correct resolution and file format.
Update Order and Republish Playlist:
When uploading content into the playlist, publish the playlist after uploading each piece of content to avoid network issues rather than publishing bulk content in one shot.
Ensure that the playlist is published. If changes have been made, re-publish the playlist, update the order, and save the changes.
Update the Application:
Check for the latest version of LMX and update to ensure all bug fixes and compatibility improvements are applied.
Check Playlist Content Configuration:
Verify the playlist content setup, including spot, daypart, day preferences, repeat settings, and start/end dates for each piece of content.
Upload and Publish Content Individually:
Instead of uploading and scheduling multiple pieces of content at once, upload and publish each piece individually.
This helps prevent data loss or incomplete synchronization due to a weak network.
Schedule Content in Phases:
Additional Support:
If the issue persists, users should report the problem to LMX Content support and grant remote access (e.g., AnyDesk, TeamViewer). They should also provide system logs, error messages, and details of recent changes to their system.
Black Screen Issue with Spot Content
Black screen issue related to Spot configuration. When certain Spot settings are applied, the assigned content fails to play and a black screen is displayed instead.
Possible causes
Spot is set with a value content fails to play
For example, when the spot is set to 100, the assigned content fails to play and results in a black screen.
The content does not seem to load or play at all.
Content plays only when Spot is set to 0
When the spot value is changed to 0, the content starts playing as expected.
However, instead of setting it to 0, it would make more sense to untick the Spot checkbox if the intention is to not use a spot.
This implies that an empty Spot value might still be interpreted
Empty Default Playlist
If the Default Playlist is empty (no content at all), the system might treat it as if there is no fallback content.
By inserting a JPG into the Default Playlist, the system may be able to detect content and proceed with proper playback.
This might act as a backup mechanism, especially if the Spot content fails to load or play correctly.
The spot may not work as expected if there's no backup JPG to cover it in the event of errors or bugs.
If Spot content fails to load or crashes, the absence of a backup may result in a black screen.
Resolution step
Add a JPG image to the Default Playlist
Ensure that the Default Playlist contains at least one image to serve as fallback content.
Avoid leaving the Default Playlist empty
Even if it's not used actively, an empty playlist may affect overall content handling, especially with Spot.Remove or untick the Spot setting if not needed
Instead of assigning a value, disable the Spot option entirely if it is not required.
Black Screen Issue with HTML ZIP Files
Ticket Example Issues:
Ticket ID: #14448
Subject: Luno campaign only displays a black screen
Department: Moving Walls Holding Pte Ltd
URL: https://helpdesk.movingwalls.com/agent/movingwallsholdingpteltd/all/tickets/details/723002000054676876
Issue Summary
When scheduling a HTML ZIP package on the CMS platform, the screen displayed a black screen instead of the intended content.
Root Cause Analysis (RCA)
The ZIP file name was the same as the network folder name (e.g.,
The Weld.zipinsideThe Weldfolder).In older CMS builds, the system extracted the ZIP directly into the network folder without creating a subfolder.
Since both had the same name, the player failed to resolve the correct file path, resulting in a black screen during playback.
Example:
Network folder:
The WeldZIP file name:
The Weld.zipResult: Black screen, as the path could not be resolved.
Solution
Rename the ZIP file to ensure it does not match the network folder name.
Example: Rename
The Weld.zip→The Weld_lu.zip
Re-upload and schedule the corrected ZIP file in the CMS.
Confirm playback on the live screen.
After renaming, the content played correctly without any black screen issues.
Additional Notes
This issue only affects older CMS builds.
In the latest CMS build (v1.0.35 and above), this problem has been resolved. The system now correctly handles ZIP files with the same name as the network folder.
Preventive Recommendations
For clients using older CMS builds:
Avoid naming the ZIP file the same as the network folder.
Verify the ZIP structure: files should be at the root (index.html, images, styles, scripts) without unnecessary subfolders.
For long-term prevention:
Upgrade to the latest CMS build (v1.0.35 or above), which permanently resolves this issue.