This guide explains how to troubleshoot common issues that can prevent images from displaying correctly in Q-Play.

Are there any best practices to ensure images display correctly on info screens?

• Keep file sizes optimized to avoid slow loading or failed uploads.
• Match the image resolution to the target screen's aspect ratio (e.g. 16:9, 4:3, vertical layouts).
• Use high-contrast visuals to ensure readability from a distance.
• Prefer simple, uncluttered designs over dense or information-heavy images.
• Avoid overly small text, as it may not be readable on signage screens.
• Test images on a preview screen before publishing to production screens.
• Keep naming conventions clean and consistent for easier management and troubleshooting.

Are there other requirements when displaying content on a SoC (System on a Chip) — Samsung, LG, Sony?

Resolution limitations (not just "file size too large").

SoC players may accept 4K input but render internally at 1080p or lower due to CPU/GPU limitations.

Very large images (e.g. 6000×4000+) can cause:

• Black screens.
• Failed decoding.
• Long loading times or crashes.

Memory (RAM) limitations.

Images are decompressed into memory before being displayed. Large images can exceed available RAM, which can cause:

• App restarts.
• Missing media.

This is especially common on lower-end Samsung Tizen / LG webOS models.

CPU / GPU processing limitations.

SoC devices use low-power embedded processors, not full PCs. Heavy images (very high resolution, transparency, or complex rendering) can lead to:

• Slow transitions.
• Stuttering in slideshows.
• Delayed rendering between assets.

Practical conclusion.

For most SoC signage setups, stability is best when:

• Images stay at or below 4K resolution (max 3840×2160).
• File sizes are kept reasonably small (often a few MB per image).
• JPEG is preferred for photos, PNG only when transparency is required.
• Content is optimized for safe 1080p rendering even on 4K screens.

Why aren't my images showing on the info screen?

Try the following checks:

• Check the image's resolution. If it has an unusually large resolution, such as 6000x4000px, this is very likely the cause.
• Confirm that the presentation is published, and that the image is assigned to the correct presentation or playlist.
• Refresh or restart the content on the screen.
• Check whether other content displays correctly.
• Wait a few minutes if the system is still loading.

Which image file formats are supported by the signage software?

This depends heavily on the player, as there's a significant difference between a Windows player and a SoC player.

Generally, all "standard" formats are supported, such as .JPG (.JPEG) and .PNG.

What we've tested and confirmed works on SoC players:

LG WebOS 4 & 6:

• .JPG (.JPEG)
• .PNG
• .WebP

LG WebOS 9:

• .JPG (.JPEG)
• .PNG
• .WebP
• .AVIF

Samsung Tizen 6.5:

• .JPG (.JPEG)
• .PNG

Sony Bravia:

• .JPG (.JPEG)
• .PNG
• .WebP

Windows:

• .JPG (.JPEG)
• .PNG
• .WebP
• .AVIF
• .HEIC

Why does an image show on my computer but not on the info screen?

This is usually due to differences in Chromium versions. Q-Play is built on the Chromium engine and uses whatever version the player has available locally. SoC players typically run an older Chromium version, where not all formats are supported.

What should I check if an image shows as a broken icon or blank space?

If the image shows as a broken icon or blank space, start by checking that the image format is supported by Q-Play.

If you're using a format that should be supported, try reloading the content on your player.

Try re-saving the image and uploading it to Q-Play again.

Make sure the player has a stable internet connection. A slow or unstable connection can result in the image failing to load.

Rename the file if it contains:

• Spaces.
• Symbols (e.g. #, %, &, +).
• Non-Latin characters (æ, ø, å can sometimes cause issues depending on the system).

If nothing helps, contact NordicScreen support for further assistance.

Is there a maximum file size for images, and what happens if I exceed it?

There's no fixed maximum file size for images. As long as the image is reasonably optimized, and the player has enough available storage, it should display without issues. Keep in mind that the device needs free space for more than just a single image, so storage should always be managed with total system usage in mind.

How do I clear or refresh the cache to fix image display issues?

To clear the cache or reload content on a specific player, do the following:

1. Go to Players in the left menu.
2. Find the player you want to clear the cache for or reload content on, and open its dialog.
3. Go to the Advanced tab, and press either the Clear Cache button or Reload Content button — reloading content also happens when the cache is cleared.

Note that not all players can clear their cache; for those, reloading the content is sufficient.

What should I do if images get stuck in "processing" or "pending" status?

When you upload images to the Media Library, Q-Play Editor processes the file to generate a preview and read its metadata to determine the image format. This process typically only takes a few seconds.

However, larger image files may require additional processing time before displaying correctly.

Note that the Media Library doesn't always update automatically. If the image doesn't appear right away, refresh the Media Library or switch to another tab and back to trigger an update.

Can outdated software versions cause image display issues?

Yes, this can be a cause of images not displaying. We strongly recommend keeping your player software as up to date as possible — both Q-Play and the player's firmware.

Who should I contact if none of the troubleshooting steps work?

For further support, you're always welcome to contact NordicScreen's support team:

• +45 71 92 62 22
• Support@nordicscreen.com