Troubleshooting common issues

title: 'Troubleshooting common issues' description: 'Solutions to common problems with devices, displays, and menu updates — get your screens working again quickly.' date: '2026-01-14' slug: troubleshooting author: alex thumbnail: /content/assets/help/troubleshooting-thumb.svg thumbnailAlt: Troubleshooting guide thumbnail heroImage: /content/assets/help/troubleshooting-hero.svg heroImageAlt: Warning symbol indicating troubleshooting content tags:

• troubleshooting
• devices draft: false

Running into issues? This guide covers the most common problems and how to fix them.

Device Issues

Device shows "Not Linked" after previously working

Cause: The device may have been unlinked, or there's a session issue.

Solution:

1. On the TV, exit and reopen the Trikome app
2. Note the new 4-digit code displayed
3. Go to trikome.co/link and link again
4. If the old device still shows in your Devices list, remove it first

Device shows "Offline" in dashboard

Cause: The TV can't reach our servers. This could be network issues or the TV being powered off.

Solution:

1. Check that the TV is powered on
2. Verify the TV is connected to the internet:
   • Check WiFi connection in TV settings
   • Try opening another app that requires internet
3. Restart the Trikome app on the TV
4. If using Ethernet, check the cable connection

# Quick network test (if you have access to TV shell)
ping api.trikome.co

Menu not updating on device

Cause: The device may have cached an old version, or updates haven't propagated yet.

Solution:

1. Wait 2-3 minutes — updates sync automatically
2. If still not updated, go to Devices in your dashboard
3. Click the Refresh button next to the device
4. If that doesn't work, restart the app on the TV

App crashes on startup

Cause: Corrupted cache or outdated app version.

Solution:

1. Update to the latest app version in your device's app store
2. Clear the app cache:
   • Android TV: Settings → Apps → Trikome → Clear Cache
   • Fire TV: Settings → Applications → Manage Installed Applications → Trikome → Clear Cache
3. Restart the app

Display Issues

Menu looks stretched or cropped

Cause: Display resolution mismatch.

Solution:

1. Check your TV's aspect ratio settings (should be 16:9)
2. Disable any "zoom" or "overscan" settings on your TV
3. Try setting TV to "Just Scan" or "Native" mode

Text is too small to read from a distance

Solution:

1. Consider using larger themes (if available)
2. Reduce the number of products per collection page
3. Position the screen closer to viewers if possible

Colors look wrong

Cause: TV color settings may be off.

Solution:

1. Reset TV picture settings to default
2. Disable any "vivid" or "dynamic" picture modes
3. Use "Movie" or "Standard" picture mode

Media Issues

Video won't play

Cause: Unsupported format or encoding.

Supported formats:

• Container: MP4
• Video codec: H.264 (AVC)
• Audio codec: AAC (optional)

Not supported:

• HEVC (H.265)
• HDR video
• MKV, AVI, or other containers

Solution: Re-encode your video using tools like:

# Using FFmpeg to convert to compatible format
ffmpeg -i input.mp4 -c:v libx264 -c:a aac -preset medium output.mp4

Or use a free online converter like HandBrake.

Image appears blurry

Cause: Source image resolution is too low.

Solution:

1. Use images at least 1920×1080 pixels
2. For best quality, use the native resolution of your display
3. Avoid upscaling small images

Account Issues

Can't log in

Solution:

1. Use the Forgot Password link to reset your password
2. Check that you're using the correct email address
3. Clear browser cache and cookies
4. Try a different browser

Not receiving emails

Solution:

1. Check your spam/junk folder
2. Add noreply@trikome.co to your contacts
3. If using a corporate email, check with your IT team about email filtering

Still Need Help?

If you've tried these solutions and still have issues:

1. Gather information:

   • Device model and OS version
   • Browser (if web issue)
   • Screenshot or video of the problem
   • Steps to reproduce

2. Contact us:

   • Email: support@trikome.co
   • Include the information above for faster resolution