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Documentation Index

Fetch the complete documentation index at: https://help.advahini.com/llms.txt

Use this file to discover all available pages before exploring further.

This guide covers the most common issues you may encounter while using Advahini and walks you through the steps to resolve each one. If a fix below doesn’t work, check that your browser is up to date and that the player page is open and in focus on the display device.

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Screen issues

An offline status means the Advahini player is not sending a heartbeat to the dashboard. Work through these checks in order:
1

Check the network connection

Confirm that the display device has an active internet connection. Try loading a website directly on the device to verify connectivity.
2

Check that the player page is open

The Advahini player runs as a browser tab. If the browser was closed or the tab was navigated away from, open the player URL again on the device. The player must be the active, visible page to send heartbeat signals.
3

Check the activation code

Open the player page on the device. If it shows an activation code screen, the player has lost its pairing. Enter the displayed code in Screens → Connect Screen on your dashboard to re-pair it.
4

Wait a moment

The dashboard can take up to 30 seconds to reflect a reconnected player. Refresh the Screens page if the status doesn’t update.
If the screen is connected but displaying a blank or placeholder image, the most likely cause is a missing or unpublished content assignment.
1

Check the content assignment

On the Screens page, confirm that the screen has a playlist, schedule, or sequence assigned. If the assignment column is empty, open the screen card menu and assign content.
2

Confirm the playlist has scenes

Open the assigned playlist and check that it contains at least one scene. An empty playlist will show nothing on screen.
3

Refresh the player

On the device running the player, click the settings icon to open the player menu and select Refresh Playlist. This forces the player to fetch the latest content immediately rather than waiting for the next poll cycle.
The player polls for updates automatically, but you can force an immediate refresh.
1

Open the player menu

On the display device, move your mouse (or tap the screen) to reveal the player controls. Click the gear icon to open the player menu.
2

Select Refresh Playlist

Choose Refresh Playlist from the menu. The player will fetch the latest assignment and begin playing the updated content.
If the player is offline, it will continue playing its cached version until the connection is restored. Content updates are applied automatically once the player reconnects.
If entering an activation code in the dashboard doesn’t link the screen, try the following:
1

Verify the code matches exactly

The activation code displayed on the player page and the code you enter in Screens → Connect Screen must match exactly. Codes are case-sensitive — copy it carefully.
2

Make sure the player page is open

The player page must be open on the device at the moment you enter the activation code. If the tab is closed or the browser went to sleep, open the player page again to generate a fresh code.
3

Check for an expired code

Activation codes expire after a set period. If the player page shows “Expired”, refresh the player page to get a new code, then try the connection again.

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Content issues

If a video upload fails or the file is rejected, check the following:
  • File format — MP4 is the recommended format. Other formats may not be supported. Re-export or convert the file to MP4 (H.264 video, AAC audio) and try again.
  • File size — Large files take longer and are more likely to time out on slower connections. Try uploading on a faster network connection.
  • Storage quota — Check your current storage usage in Settings → Billing. Trial accounts are capped at 5 GB. If you’ve reached the limit, delete unused assets or upgrade your plan.
For smoother playback on display devices, keep individual video files under 500 MB where possible.
YouTube scenes require a valid video URL and embed permissions to play.
1

Check the URL format

Use a standard YouTube video URL in one of these formats:
  • https://www.youtube.com/watch?v=VIDEO_ID
  • https://youtu.be/VIDEO_ID
Shorts and live stream URLs are also supported. Paste the URL directly from your browser’s address bar.
2

Check embed permissions

Some YouTube videos have embedding disabled by the video owner. If the video plays on YouTube.com but not on your screen, the owner has restricted embedding. Choose a different video or use the owner’s embed-enabled link.
3

Check the screen's network access

YouTube content streams live from Google’s servers. If the display device is on a restricted network (such as a corporate firewall that blocks YouTube), the video won’t play. Contact your network administrator if this applies.
If you uploaded files but can’t find them when building a playlist, the workspace filter may be set incorrectly.
1

Check the workspace filter in the asset library

The asset library can be filtered by workspace. Make sure the filter is set to the same workspace you’re working in. If you uploaded assets while in a different workspace, switch to that workspace to access them.
2

Check the folder

Assets are organized into folders. If you uploaded a file to a specific folder, open that folder in the library to find it.
3

Refresh the page

If an upload just completed, refresh the page to make sure the asset list is up to date.

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Account and billing issues

When your trial ends, all screens in your workspace are automatically disabled. Your content and screen configuration are not deleted — they are preserved and ready to use once you upgrade.
1

Upgrade your plan

Go to Settings → Billing and select a paid plan. Complete the checkout flow using your preferred payment method.
2

Re-enable your screens

Once your subscription is active, your screens will be re-enabled automatically. If any screen still shows as disabled after a few minutes, refresh the Screens page.
A failed payment can occur for several reasons — an expired card, insufficient funds, or a bank block on the transaction.
1

Update your payment method

Go to Settings → Billing and update your card details or add a new payment method.
2

Check with your bank

Some banks block unfamiliar online transactions by default. Contact your bank to confirm the charge is authorized, then retry the payment.
3

Retry the payment

After updating your details, return to Settings → Billing and attempt the payment again.
If your payment remains unpaid past the grace period, your screens will be disabled. Resolve the payment as soon as possible to avoid interruption to your displays.
Inviting team members requires a Workspace Admin or Workspace Owner role. If the invite option is missing or returns an error, check your role.
1

Confirm your role

Go to Settings → Team and check the role listed next to your name. Only owners and workspace admins can send invitations.
2

Ask the workspace owner

If you have a lower-level role and need to add a team member, ask the workspace owner to send the invitation or to upgrade your role first.

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Player issues

If entering the activation code doesn’t activate the player, the code may not match what the player is currently showing.
1

Read the code directly from the player screen

Look at the display device running the player page. Use the code shown on that screen — do not use a code from a previous session or a different device.
2

Refresh the player page if needed

If the player page shows an expired or invalid state, refresh it in the browser to generate a new, valid activation code.
3

Enter the code promptly

Activation codes expire after a short period. Once the player page shows a code, enter it in your dashboard quickly before it expires.
Offline playback requires that the content was played online at least once so the player could download and cache it.
1

Play the content online first

Connect the device to the internet, open the player page, and let the playlist run through at least one complete cycle. The player will cache media files in the background during playback.
2

Confirm the cache was built

Open the player menu (gear icon) and check the cache status. It should show Media cache updated or Playlist saved offline if caching succeeded.
3

Check browser support

Offline caching uses the browser Cache API. Make sure you’re using a modern Chromium-based browser. Some older or restricted browsers do not support this feature.
YouTube videos, Canva embeds, and other externally hosted content cannot be cached for offline playback. Only uploaded assets (images, videos, and PDFs) stored in your Advahini library are available offline.