Screen unpairing update and next steps

Hi there,

We're sorry for the disruption — we know unpaired screens are the last thing you need in the middle of your day.
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Here's where we are right now and the steps that will help us get your screens back up.
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Restart your players

Please restart all affected players. In many cases, they'll re-pair on their own once they come back online. This is the fastest path to recovery, so it's worth doing first before anything else.
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BrightSign devices

We're seeing BrightSign players consistently come back online and re-pair after a restart. If you're running BrightSign, a restart should resolve it.
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Samsung Tizen devices

Tizen players should be unaffected by this incident. If you're seeing any issues on Tizen screens, please let us know so we can investigate.
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Players that don't recover on their own

For screens that stay unpaired after a restart, we can re-pair them on our end — but only if we can tell them apart. That means:

• Players on different IP addresses: We can re-pair these for you. Just get in touch and we'll handle it.
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• Players sharing the same IP address (e.g. multiple screens on the same office network): Unfortunately, we can't distinguish between these players, so we can't re-pair them remotely. These will need to be added back to the CMS manually.

We know the manual re-pairing isn't what anyone wants to hear, especially at scale, and we're sorry for the time this will cost you. If you have a large estate affected, reach out and we'll work through it with you.
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We'll keep this post updated as the situation evolves.

Thanks for bearing with us.
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