A sad face icon (sometimes called a "broken file" or "error" symbol) on your Valotalive display means the browser crashed while loading a resource, or the content couldn't be found.
Common causes
Whitelisting issues — your network is blocking the URLs Valotalive needs to load content.
Network interruption — a brief drop in connectivity while the page was loading.
Certificate errors — the media player's internal clock is out of sync, causing it to flag valid certificates as expired.
How to fix it
1. Reboot the media player
A restart triggers a fresh attempt to fetch the content and resyncs the device clock. This resolves most temporary network and certificate issues.
2. Check your network whitelist
If the icon comes back after a reboot, your network may be blocking required URLs. Share the Network Requirements Guide with your IT team and confirm all Valotalive URLs and IP addresses are approved.
3. Still seeing the sad face?
Contact Valotalive support (support @ valota.live) with the affected display's name and a photo or screenshot of the error.
