Player not updating from the CMS?

When the logged in status in the CMS is showing as a X, there are a number of potential reasons to be considered.

1

Not Authorised with the CMS

Solution: Refer to the Player Installation guidance and ensure that your Display has been authorised.

2

Player is not licensed

Solution: If you have an available licence, check to ensure your email address/code is set correctly in My Account.

3

Not Logged In

If your Player device is not logged in there will be an X shown in the ‘logged in’ column. If there are no known issues with this device, it might mean that it’s offline/shut down.

Solution: Make sure that your device is powered up and has internet access.

4

Device blocking traffic

There could be a device on the network that is blocking traffic between the Player and the CMS (a firewall for example)

Solution: Contact those responsible for your network to investigate further.

5

Logged in but not updating

The Display is marked as being logged in (a tick), but the content is not updating on the Player.

Solution 1

Player downloading content

Check to ensure that the Player has downloaded all of its content. The “status” flag provides this information:

• Cloud icon - Pending changes are available for download the next time the Player connects with the CMS.
• Cross icon - Download is in progress for pending changes.
• Tick icon - Downloads are complete, the Player is up to date.

Solution: If the player has been in a “downloading” state ([!] or tick for an extended period of time you should check that the download window is set to a sensible value in Display Setting Profiles.

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Solution 2

Invalid Layouts

If your status is a “tick” it might be that the Player has detected an invalid Layout.

Solution: Please refer to My scheduled Layouts are not working? for further information.

If after checking all the above your Player is still showing as Unlicensed on the Status Screen, please open a ticket via My Account to contact to our support desk.