Troubleshooting

The five things that usually break, and how to unstick each one.

Updated May 18, 2026·4 min read

Screen shows "Offline" but is plugged in

Check the dashboard health page first. If the screen is the only one offline, it is local — usually WiFi or the player app crashed. If many screens are offline at once, check our status page at status.menupi.com.

Power-cycle the player device.
In dashboard → Screens → (screen) → Actions → "Force resync".
If still offline after 2 minutes, re-pair the device.

POS prices not updating

Open Integrations → (POS) → Last sync. Should be <2 min ago.
If sync is paused (red dot), the access token expired. Reconnect.
If sync is green but prices stale, confirm the item is published in Studio and that the MenuList widget is mapped to the right POS category.

Wrong menu showing for the time of day

Almost always a timezone bug. Settings → Locations → (location) → Timezone. The daypart engine uses this; if New York is set to UTC by mistake, breakfast runs 5 hours late.

Set timezone per location, not workspace

The workspace-level timezone is only a fallback. Locations override it and that is what schedules actually use.

Video stutters on Fire TV

Re-encode to H.264 at ≤8 Mbps. Fire TV Sticks (not Cubes) drop frames above that.
Drop to 1080p; many sticks can't sustain 4K at high bitrates.
Switch to Ethernet (USB-OTG adapter for sticks).

When to contact support

If a screen has been offline >20 minutes and a power-cycle did not fix it, open a ticket from the dashboard. Include the screen ID — we can pull logs directly without needing remote access to the device.