Support

Help with your Smartz setup

Find setup instructions and answers to common Smartz Player questions below. For help with an existing security installation or display project, contact Smartz Security UK.

Install and activate Smartz Player

1. Open Downloads on your compatible Android device and enter the download PIN supplied to you.
2. Download the APK, open it and allow installation if Android asks.
3. Open Smartz Player and enter your five-digit content PIN.
4. If it says “Waiting for administrator approval”, ask your administrator to approve the device in the CMS.
5. Once approved, keep the device connected while its playlist downloads.

My screen is not showing new content

Check the device has an internet connection. In the CMS, confirm you selected the correct PIN, added content and saved the playlist. Check whether the device is approved, active and online. Allow time for larger files to download; the player switches when the updated playlist is ready.

The device is offline

Check its Wi-Fi or Ethernet connection and confirm the server is available. Previously downloaded content keeps playing offline. A newly installed player needs a connection to activate and download its first playlist. Offline device details show the last report, rather than a live reading.

Updating the app

An administrator can use Update app in Manage devices when a newer version is available. Android may ask you to allow app installation or confirm the update on the device. Older players without remote update support need a manual installation from Downloads. Install over the existing app to retain settings, then reopen the player if needed.

Media, screen fit and storage

Supported uploads are PNG, JPEG, GIF and WebP images, plus MP4 video. Images can be up to 25 MB and videos up to 50 MB. An image duration of 0 holds it indefinitely; videos play to the end. Content keeps its original proportions, so unused space can appear when the content and screen have different shapes. If an upload reaches your storage allowance, remove unused files or ask your administrator for more space.

PINs and account access

The download PIN, five-digit content PIN and player-options PIN serve different purposes. If a PIN is rejected, a device is suspended or an account is disabled, contact your administrator. Do not send passwords or options PINs in support enquiries.

Still need help?

Tell us your device name and model, app version, what you expected to happen and the message shown. Include a photo or screenshot if helpful. For an existing installation, include the site location and relevant product details.
Email sales@smartzsecurityuk.com or use the contact page.