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Installation & Setup

Follow these instructions for a great out-of-the-box experience.

28 articles
Setup Instructions (Full)A Step-by-Step Guide to Setting up your ONSCREEN Device
Setup VideoThis quick video shows you how to set up your new ONSCREEN device hardware.
ONSCREEN Overview
How Should I Connect the ONSCREEN Device?This guide helps you choose how to connect your ONSCREEN device depending on how you normally watch TV.
How to Install with Cable, Satellite, or Streaming device via HDMIInstall your ONSCREEN device so you can watch TV coming in on HDMI Port. Typical cable or satellite set top box or streaming device setup.
How to Install with Coaxial Cable or AntennaWith a coax (round) cable input signal, it takes an extra step to be able to use the auto-answer function and return to TV after a call.
How to Install on a Smart TV with only AppsIf you only use the apps on a smart TV, you can still use ONSCREEN auto-answer and go back to your program if you take an additional step.
How do I use Ethernet with the ONSCREEN device?
How to Complete Hardware Setup for a SeniorWhen you set up the ONSCREEN device, you will need to complete the setup using the mobile app. Please be in front of the TV.
Setup HDMI TV Port SwitchingThis feature allows your ONSCREEN device to instruct your TV to switch to and from a video call or other activity.
Help: I just finished setting up, but it says "Updating" or "Downloading"
Help: I set up ONSCREEN at my house, and now have to move it to my loved one, but I'm stuck.This article will help you reset the ONSCREEN device so you can set it up at your loved one's house.
Help: I can't get my QR code to scan
Help: During Setup, the screen is stuck on "Connecting..." for several minutes
Help: My TV is showing "Let's Connect Your Account" or "Let's Connect Your Network"Use this article to generate the QR code needed to pair the ONSCREEN Moment device and your account.
Help: I don't see anything on the TV when I first connect the ONSCREEN deviceYou've set everything up and there's nothing on your TV. Here are a few things to try.
Help: I get Error 96 when connecting to the networkThis error usually means that the network name was incorrect
Help: I get Error 99 when connecting to the networkThis error usually means that the password was incorrect.
Help: The video call connects on mobile, but the TV doesn't show itYou've completed the ONSCREEN setup, however, when you make a call, and it connects, the TV doesn't show the call.
Help: The mobile app is not taking my Order ID and Email
Help: I need the QR code againThe TV is showing the "Let's Connect Your Network" or "Let's Connect Your Account" but I don't know how to generate the QR code.
Coax TV or Antenna WorkaroundIf you choose to keep your coax input (the facility provides a tv hookup to the room but no settop box) or antenna, look for this TV Setting
WiFi: Checking the Network Before InstallationA stable internet connection is vital to have high quality video calls. If you are unsure or have questions, start with this guide.
WiFi: Problems connecting to the networkIf you have checked the network and ONSCREEN device does not connect to the internet, see if solution is in this article