Media Content FAQs

FAQ for Customers

Q. Device wont Sync to the Remote, What do I do?

A. Check Remote for batteries, if they are in and it's still not working remove them and put in new batteries. Hold the buttons instructed to and look for the red light on the remote to light up, once it holds red the remote should be connected and to test it just select any button on the remote.

Q. When the device loaded up it went to the home screen instead of the application page, how do I get there? 

A. Go to the apps and select the MDM Agent app, this should automatically load up the application page

Q. The pin I have access to isn't working when I enter it, what am I supposed to do to sign in?

A. get new pin

Option A: If you have access to your businesses Citadel page sign into it and refresh your pin, then select save and attempt to enter the new pin. That should push you through to playing the content.

Option B: if you don’t have access to your Citadel account, call or email the support team for citadel so they can give you a new pin.

Q. When the device loaded up the screen was blank, how do I get to my pin screen?

A. go to the settings and reconnect to the WiFi, if that doesn't solve the problem select the home button and wait for it to reload the MDM agent app which should be automatic.

Q. The power cable isn’t long enough to reach the closest outlet - now what?

A. You can power the stick from the TV by plugging the power cable into the USB port on the TV. Some TV’s do not produce enough power. If you plug the power cable into the TV and it continues to reboot, then your TV doesn’t have enough juice. In that case, you will need to purchase a longer USB to USB-C power cord.

Q. I’ve plugged everything in, connected to wifi and all I see is this spinning circle. 

A. Using the remote, press the power button and click on Reboot. This will take you to the PIN screen. Plug in your pin and that should things back up and running

Q. I rebooted, I’m connected to wifi and still see the spinning loading circle

A. Follow these steps to Force Quit the app and restart it:

https://docs.google.com/document/d/15e2yrokDXDzJs1pugWK0PPq6gcsyDCqiSPcCSfqGHP8/edit?usp=sharing

?????Other Common Speed Bumps?????

I see a Citadel Pin Screen, what is my Citadel Pin number?

How do I get to the CDMTV channel?

My channel stops playing after 4 hours or so. What’s the deal?

The Internet will not stay connected. Any ideas?

Why does my player say “no internet connection” but videos are playing?

I get a “Network Error '' when entering the Citadel Pin. What should I do?

I see the WiFi showing connected on the WiFi page but the player is still giving a network error when the pin is entered. Now what?

My volume is up but there is no sound

All I see is a black screen

I purchased the CDM TV Fully Managed System and my channel is not playing when I came in this morning. It is supposed to start when the clinic opens - what’s up?

I purchased a Citadel license and have screens set up but do not recall how to set up the schedule. How do I schedule my screen?