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Troubleshooting a black screen on your Airtame screen

  • Updated

If your Airtame screen is showing a black screen instead of the expected content, this guide will help you identify and fix the issue.

Black Screen at all Times

Slower than usual to boot

If you have just turned on the Airtame device, please be patient. In some cases, the device may take 30-60 seconds to show something on the display. If 60 seconds have passed, try rebooting the Airtame device.

Click here to learn how to restart your Airtame device

Inspect the cables and power supply

Ensure the HDMI and power cables are securely connected.
If possible, try a different HDMI port on the display or power adapter.

Incorrect Device Resolution

If the Airtame screen is configured to an unsupported resolution for the display, it can result in the output never being shown.

Click here to learn more about changing the resolution of the Airtame screen.

Black Screen During Video Playback

Check for DRM-protected content

If the black screen only occurs when playing videos, the issue might be related to digital rights management (DRM).

Streaming services like Netflix,  iTunes Movie, Amazon Prime, Hulu, etc. often use DRM, which is incompatible with the screen recording functions within the supported casting protocols.

DRM-protected content can be shared by extending the desktop with AirPlay or Miracast. This negates the need for screen recording and will allow all content to be displayed.

For more details on using native protocols with Airtame, check out our guide on native protocols.

Black Screen When Sharing Your Screen

If your Airtame screen goes black when trying to share your screen

Update the Airtame app

Make sure you have the latest version of the Airtame app installed.

Update Airtame firmware

Check if the Airtame device has any available firmware updates. Outdated firmware can cause display issues.

Test with another device

If possible, try sharing from a different laptop, tablet, or smartphone to see if the issue is device-specific.

Improve network signal

Move the Airtame closer to your router or switch to a wired Ethernet connection.

Black Screen When Sharing from a Virtual Machine (VM)

If you’re using Airtame from a virtual machine, it may cause the Airtame screen to display a black screen:

  1. Check for GPU pass-through support:
    Ensure your virtual machine has access to the host computer’s GPU. Without proper GPU pass-through, Airtame may not function correctly.

  2. Use Airtame on the host machine:
    If GPU pass-through isn't an option, run the Airtame app directly on the host computer instead of the VM.

Spinning Arrows When Loading Content

If the Airtame screen shows spinning arrows but never loads content, the issue is likely related to the network:

  1. Verify network access:
    Ensure the Airtame device has proper access to the internet and the same network as the sending device.

  2. Restart your Airtame device:
    Power-cycle the Airtame device by unplugging and replugging its power cable.

  3. Run a network test:
    Use the Airtame app’s network diagnostic tool to check signal strength and connection quality.

  4. Try a wired connection:
    If Wi-Fi issues persist, use an Ethernet adapter (if supported) to connect your Airtame directly to your network.

Black Screen When Using a Computer with a Discrete GPU

If you’re using a computer with a discrete GPU, you may experience a black screen on the Airtame screen:

  1. Check display settings:
    Some laptops and desktops allow you to choose between integrated and discrete GPUs. Make sure your computer is set to use the discrete GPU for screen sharing.

  2. Update GPU drivers:
    Ensure your discrete GPU drivers are up-to-date. Outdated drivers may lead to compatibility problems.

  3. Test with another computer:
    If the issue persists, try sharing your screen from another device to determine if the GPU is causing the problem.

Black Screen When Using an HDMI Switch or Splitter

If your setup includes an HDMI switch or splitter, HDCP protection may prevent content from displaying. Follow the steps below based on the type of HDMI switch or splitter you’re using:

General Troubleshooting for HDMI Switches

  1. Check for HDCP compliance:
    Ensure the HDMI switch or splitter supports HDCP (High-bandwidth Digital Content Protection). Non-HDCP-compliant devices, like older models of the Kramer VIA switchers or certain generic HDMI splitters, may cause a black screen.

  2. Bypass the HDMI switch:
    Connect your Airtame device directly to the display to determine if the HDMI switch is causing the issue.

  3. Use an HDCP-compliant device:
    If a direct connection is not possible, ensure your HDMI switch or splitter is certified for HDCP compliance.

For Crestron DMPS3-300 Units

  1. Open DMPS Tool in the Crestron Toolbox software.
  2. Navigate to the Input Configuration tab.
  3. Locate the input you’re using and uncheck the box labeled HDCP Support to disable it.
  4. Unplug the HDMI cable from the input.
  5. Reboot the Airtame device and wait for it to restart.
  6. Once the Airtame has fully restarted, reconnect the HDMI cable to the input.

For Crestron DMPS3-4K-150 Units

  1. Open a web browser and enter the device's IP address followed by /setup/ (e.g., x.x.x.x/setup/).
  2. In the Setup interface, click the hamburger menu in the top-right corner and select Main.
  3. Choose the desired input and uncheck the box labeled HDCP Support to disable it.
  4. Unplug the HDMI cable from the input.
  5. Reboot the Airtame device and wait for it to restart.
  6. Once the Airtame has fully restarted, reconnect the HDMI cable to the input.

Still Not Working?

For issues specifically related to Airtame 2, visit our Airtame 2 Troubleshooting Guide.

Reset the device to factory settings through the Airtame app.

Click here to learn how to factory reset the Airtame 2

Click here to learn how to factory reset the Airtame Hub

If you suspect a hardware fault, contact Airtame Support.

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