Troubleshooting EloView application and content deployment errors.
Applies to: EloView-managed Android devices | Last updated: November 11, 2026
Use this troubleshooting guide when an application or other content does not download, install, or play on your EloView device.
⚠️ Before You Begin
- Write down the complete error message, code, content name, and the exact time of the failure.
- Check that the device is online and that the intended content is properly assigned to it.
- If using a schedule, verify the device's local system time, timezone settings, and the active schedule window.
- Note: Download, installation, and playback are separate steps. A successful download does not guarantee that an application has installed or successfully launched. Always check the latest events for the device, content version, and schedule to confirm what is currently running.
Choose the Next Step
Identify what you observe on your screen or in the portal, and use the starting link below:
| What You See | Start Here |
|---|---|
| Download is pending, paused, or failing | Check connectivity, available storage, and whether the content is still available. See Download and installation codes. |
| APK downloaded but will not install | Check the APK file, available storage, and compatibility. See Application installation errors. |
| Content installed but will not play | Check the active schedule, app allowlist, content format, and any launch messages. |
| A website will not load | See Website and WebView errors. |
| The message is blank, unclear, or shows null | Capture a high-quality screenshot and contact Elo Support if the troubleshooting steps in this guide do not resolve the issue. |
How to Read the Codes
Code meanings depend heavily on where they appear. The same number can be used by different parts of the software suite. Always use the complete error message and the content type together with the numeric code. Codes and settings can vary by device model and firmware/software version.
Example: Code -1005 can indicate an invalid ZIP in file status, or a certificate validation problem when shown with SSL_ERROR_CODE. Code -1000 can mean an invalid download URL or invalid content when shown with CONTENT_NOT_VALID. If the message and numeric code do not agree, provide both values to Elo Support.
Download and Installation Codes
Use these entries when EloView reports a file or content status. The suggested causes are starting points for troubleshooting; the code alone may not pinpoint the exact root cause.
💡 Color Coding Guide: Green statuses indicate successful operations. Red statuses highlight critical errors, security blocks, or signature mismatches requiring immediate action. Standard grey/black statuses indicate pending, paused, or standard network behaviors.
| Code and Message | What It Means | What to Do |
|---|---|---|
| -1000 INVALID_DOWNLOAD_URL | The device did not receive a usable download URL. | Confirm the content exists and is assigned correctly. Retry the deployment. If the issue persists, contact Elo Support. |
| -1001 DOWNLOADING_FAILURE | The content could not be successfully downloaded. | Check the device connection, network access, and free system storage. Retry deployment after restoring a stable connection. |
| -1002 CHECKSUM_FAIL | The downloaded file does not match the expected cryptographic hash. | Retry the download. If it continues to fail, ask the content owner to verify the original file and upload a correct copy. |
| -1003 APK_SIGN_MISMATCH | The new APK signature is incompatible with the required or currently installed signature. | Request an updated APK from the application provider signed with the correct credentials for the installed app and target device. |
| -1004 INVALID_APK | The application installation package (APK) was rejected. | Ask the developer/provider to verify the file is a complete, valid APK compatible with the device architecture. See Application installation errors. |
| -1005 INVALID_ZIP | The compressed ZIP file could not be successfully extracted. | Ask the content owner to test, rebuild the archive locally, and upload the new archive file. |
| -1006 INVALID_WEB | The downloaded web deployment content is invalid. | Ask the content owner to verify the web package contents, start page index, and associated required assets. |
| -1007 EMPTY_ZIP | The ZIP archive contains no usable or recognizable content. | Check that all intended files were successfully packaged and upload a corrected archive. |
| -1008 INVALID_MEDIA | The media file type is invalid or completely unsupported. | Check the file format against the device's officially supported content types. Note: changing the file extension name does not convert the physical file container. |
| -1009 INVALID_VIDEO | The video file is invalid or unsupported. | Ensure the video is an MP4 properly encoded for the target hardware. Check the active codec, resolution, and overall file integrity with the content creator. |
| -1010 INVALID_APK_SIGN | The APK's signature could not be validated. | Ask the application provider to check the package signature security configuration and compatibility with the installed application. |
.mp4 container or a supported filename extension does not guarantee that the encoded stream inside will play if codec requirements are not met.Progress and Scheduled Content
Download and Installation Progress
| Code and Status | What It Means | What to Do |
|---|---|---|
| 1000 DOWNLOAD_SUCCESS | The file download completed successfully. | Proceed to check the device application installation and playback next. |
| 1001 INSTALL_SUCCESS | The application installation completed. | Confirm that the expected version opens up and plays properly. |
| 1002 DOWNLOADING_PAUSE | The download is currently paused. | Check network connectivity and free device storage if it remains permanently paused. |
| 1003 YET_TO_DOWNLOAD | The download has not started yet. | Check active device connectivity, deployment assignments, and schedule timings. |
| 1004 DOWNLOADING | The download is currently queued or actively in progress. | Monitor download progress. If it stalls, check system connection status and available storage. |
Schedule Statuses
| Code and Status | What It Means | What to Do |
|---|---|---|
| 0 SCHEDULE_LAUNCH_SUCCESS | Scheduled content has successfully launched. | Verify that the correct target content is currently playing on the device screen. |
| 100_SCHEDULE_PENDING | Content still needs to download or install. | Check the associated file download status and allow appropriate time for completion. |
| -99 SCHEDULE_LAUNCH_FAILURE | Scheduled content could not launch. | Confirm installation completed and verify if the application can open. Contact the app creator or Elo Support if it fails to open. |
| -98 SCHEDULE_NOT_WHITELISTED | The application is not permitted to play. | Ask your EloView administrator to enable the target package in the system application allowlist. |
| -97 SCHEDULE_DOWNLOAD_INSTALL_FAILURE | Scheduled content failed to download or install. | Find the associated file or installation error and follow the matching steps within this guide. |
🕒 If the Schedule Does Not Behave as Expected:
Verify the device's system date, local time, timezone, schedule dates, and the playback window. Confirm that all scheduled content has been fully downloaded and installed. Check that the application is allowed to run under your organization’s device policy.
Note: "Pending" is not a success state. If history contains both failures and successes, compare the content version and schedule before deciding whether the issue is still active.
Website and WebView Errors
WebView displays website content on the device. Use these error codes to identify problems loading a web page or its underlying resources. Always check the full raw error message before applying a fix.
| Code and Message | What to Check |
|---|---|
| -2002 ERROR_HOST_LOOKUP | The website or proxy hostname could not be resolved. Check the URL, device network connection, DNS, and proxy settings. |
| -2003 ERROR_UNSUPPORTED_AUTH_SCHEME | The website uses an unsupported authentication method. Ask the website administrator to verify compatibility. |
| -2004 ERROR_AUTHENTICATION | Website authentication failed. Verify credentials, sign-in requirements, and session expiration limits. |
| -2005 ERROR_PROXY_AUTHENTICATION | Proxy authentication failed. Ask your local network administrator to verify proxy access and authorization credentials. |
| -2006 ERROR_CONNECT | The device could not connect to the server. Check network access and confirm whether the server is online. |
| -2007 ERROR_IO | A network read/write operation failed. Check for interrupted physical/wireless connections and server-side errors. |
| -2008 ERROR_TIMEOUT | The connection timed out. Check network stability and overall website response times. |
| -2009 ERROR_REDIRECT_LOOP | The page redirects repeatedly. Ask the website administrator to inspect sign-in redirects, cookies, and HTTP redirection rules. |
| -2010 ERROR_UNSUPPORTED_SCHEME | The URL uses an unsupported scheme protocol. Check the address and redirects. |
| -2011 ERROR_FAILED_SSL_HANDSHAKE | A secure connection could not be established. Check the device system clock, website SSL certificates, and network TLS requirements. |
| -2012 ERROR_BAD_URL | The URL is malformed. Check the address for missing, typoed, or incorrect characters. |
| -2013 ERROR_FILE | A required file could not be accessed. Verify the file's directory location and local availability. |
| -2014 ERROR_FILE_NOT_FOUND | A requested file or assets resource was not found. Ask the content owner to verify relative file paths and package contents. |
| -2015 ERROR_TOO_MANY_REQUESTS | Too many requests occurred during page load. Ask the website developer to inspect repeated queries, assets, or rapid reloads. |
Other Web Messages You May Encounter:
- 1 / ERROR_OK: A successful web content status. Confirm that the correct webpage is currently displayed on your device screen.
- -1005 / SSL_ERROR_CODE: A website SSL certificate may be untrusted, expired, not yet valid, or issued for a mismatching hostname. Correct the device clock or ask your network administrator to resolve the server certificate error.
- -1000 / CONTENT_NOT_VALID: The web content is not recognized as a valid, supported content type. Ask the content owner to verify the file and ensure the correct content type was selected during upload.
Application Installation Errors
An Android system installation result message may provide deeper detail than the EloView UI status. If any of the following results appear in your device's diagnostic logs, use the guide below. Your application developer or Elo Support can help interpret these results.
| Android Result (Code) | Meaning and Next Step |
|---|---|
| INSTALL_FAILED_ALREADY_EXISTS (-1) | The package is already installed. Confirm whether an update was intended. |
| INSTALL_FAILED_INVALID_APK (-2) | The APK was rejected. Obtain a verified, complete package from the application provider. |
| INSTALL_FAILED_INVALID_URI (-3) | The installer could not locate or use the package location. Ask support to check the installer input. |
| INSTALL_FAILED_INSUFFICIENT_STORAGE (-4) | There is insufficient installation space on the device. Remove only approved unused content. Note: installations may require more workspace than the raw size of the APK. |
| INSTALL_FAILED_UPDATE_INCOMPATIBLE (-7) | The update is incompatible with the installed package. Ask the provider to check signing compatibility. |
| INSTALL_FAILED_OLDER_SDK (-12) | The device's Android OS version is too old for this application. Obtain a compatible build or discuss a firmware/device update. |
| INSTALL_FAILED_NEWER_SDK (-14) | The device SDK is newer than the package configuration permits. Ask the developer for a compatible build. |
|
INSTALL_FAILED_CPU_ABI_INCOMPATIBLE (-16) / INSTALL_FAILED_NO_MATCHING_ABIS (-113) |
The application's native compiled binaries do not match the CPU architecture of the device. Obtain a build configured for the target device. |
| INSTALL_FAILED_VERSION_DOWNGRADE (-25) | The APK has a lower versionCode than the version already installed on the device. Obtain the correct update from the provider. |
| INSTALL_FAILED_MISSING_SPLIT (-28) | The installation is missing a required split package. Obtain the complete app package in a supported deployment format. |
|
INSTALL_PARSE_FAILED_NO_CERTIFICATES (-103) / INSTALL_PARSE_FAILED_INCONSISTENT_CERTIFICATES (-104) |
Signing certificate information is completely missing or inconsistent. Ask the provider to verify and rebuild the signed package. |
| INSTALL_FAILED_INTERNAL_ERROR (-110) | An unexpected internal Android installation error occurred. Contact Elo Support with the full log details and device specs. |
🔍 If Signing or Package Validity is the Suspected Cause:
Ask your application developer to double-check and compare the package name, signing certificate, versionCode, minimum Android OS requirements, and processor/architecture support. Note that renaming an APK file locally does not make it a valid package, and a newly signed APK may be incompatible with an existing installation.
Resolve Persistent Errors and Get Help
If a Code is Missing or the Description Seems Incorrect
A blank or null code does not mean the deployment was successful. Save a screenshot of the full event log and check whether the intended application actually downloaded, installed, and launched. If a code points to a signature problem but the device reports a different issue, provide both messages to Elo Support. Avoid making disruptive system changes based on the code number alone.
Examples:
- Download succeeds, then -1010 appears: The file transfer completed, but signature validation failed. Ask the application developer to verify the APK compatibility with the currently installed version.
-
A schedule reports -97: Check the file status for the scheduled content first. If it shows
-1001, resolve the download problem before troubleshooting the scheduled launch. - A website reports -2002: Check URL address and network name resolution (DNS). Reinstalling an unrelated application will not fix a hostname lookup issue.
Local Installation Troubleshooting
If an administrator needs to isolate an APK issue, follow the linked Elo instructions for manual installation on an approved test device. If Install Local App is grayed out, the Elo instructions require enabling Auto Play for the device in the EloView Portal and applying the setting. Note that a successful local installation does not guarantee that cloud download, CDN, or scheduling tasks are working.
📞 Before Contacting Elo Support
Please gather the following information to expedite your support request:
- Device model and serial number
- Android OS and Elo platform software versions
- EloView portal version (if available)
- Content name and specific application version
- The complete error message and accompanying screenshot
- Exact failure timestamp and timezone
- Whether the deployment was immediate or scheduled
- Available device storage capacity
- Troubleshooting steps already completed
- Include diagnostic system logs if requested
⚠️ IMPORTANT: Do not include passwords, private signing keys, or API access tokens in your support tickets or communications.
After applying a fix, confirm that the intended version installs, opens, and plays correctly. For scheduled content, verify playback during the intended schedule window and check the latest EloView status.
Related Help Links
Please report any broken links by emailing elo.support@zebra.com and include a link to the knowledge article