A photo or video isn't showing

If something you added isn't on screen, work through these — most causes are quick to fix.

It hasn't appeared yet

Changes apply on each screen's next refresh, not instantly. Give it until the gallery's refresh interval, or force an immediate update on the Apple TV with Reload — see The Billboard app on Apple TV. If several screens are behind, they may be offline; see Staying live when the internet drops.

The item is scheduled

If a photo has a Show from or Until date, it only appears inside that window and is hidden outside it. Open the item's Edit panel and check the schedule — a Scheduled badge marks these in the grid. See Editing and cropping photos.

A photo looks soft or blurry

Billboard warns you at upload if a photo — or a crop of it — is below Full HD, since it can look soft on a large screen. Upload photos at 1920×1080 or higher, and if you cropped in tight, re-crop to keep more of the frame. See Supported files, sizes and limits.

A video won't play

• Use H.264 or HEVC (H.265) in an MP4 or MOV — the formats Apple TV plays natively. Re-export anything in an unusual codec.
• Make sure the file is under the 2 GB limit and finished uploading (its progress row shows a tick).
• Very large or high-bitrate videos can be slow to load on first play; give it a moment on the screen's next refresh.

The upload failed

• If you saw a storage full message, free up space or upgrade — see Storage and original photos.
• Check the file is a supported type (JPG, PNG, WEBP, HEIC, or video). See Supported files, sizes and limits.
• If a single file errors, remove it and try again; other files in the batch still upload.

Still stuck? Email support@getbillboard.app with the gallery name and the file, and we'll take a look.