Troubleshooting

Introduction and orientation

Find concise answers to common questions and detailed troubleshooting procedures. Choose a topic or describe your problem.

Use the system to help find the cause

Monitoring, remote preview and the service console can support diagnosis and help prepare a service visit. If you are unsure how to interpret a result, contact your software provider. Together you can establish what can be checked remotely and what needs inspection on site.

Guides and answers

Detailed guides

Step-by-step checks and troubleshooting.

How to read touchscreen input reportsCheck device detection, reported contacts and possible causes of irregular responses.Open guide →Forgotten password / unable to sign inHow to recover user access and who to contact if the account administrator cannot sign in.Open guide →The device plays only one or some campaignsCompare playlists, check media availability and restore playback of missing campaigns.Open guide →The device is connected to Wi‑Fi but is offline in the systemUse three commands to check the network connection and server availability. Share the results with support.Open guide →Insufficient or decreasing free disk spaceFind out what is filling the storage and how to free up space for content downloads and updates.Open guide →The “Website” application displays outdated contentRemove locally stored data that may prevent the latest version of the website from loading.Open guide →Enabling camera access in a web applicationYour software provider’s support team enables camera access for a specific device and approved trusted domains.Open guide →Using remote diagnosticsWhat monitoring, preview and the console can tell you, and what to send to support.Open guide →How to check the player’s audio outputCheck which audio outputs Linux offers, where playback is routed and whether the output is muted. A configured volume level does not prove that the speakers are audible.Open guide →How to check a video that will not play from USBIf the system recognises USB storage but one video will not play, check file access, the actual format and the presence of video and audio streams.Open guide →

Quick answers

Expand a question to read a concise answer.

The device is disconnected from the server

Check the device's power supply and internet connection.

The dashboard reports that the server cannot connect to the device. First check that the device has power and is running. Then check the internet connection. Available local content can continue playing during an outage, within the validity of its schedule and device settings. New changes, remote management, websites and mobile online services require their respective connections. A stored file does not give a campaign unlimited validity. See offline operation and local data and the default visual.

New content has not appeared on the device yet

Check content synchronisation and targeting.

After publication, the server sends change instructions to the device, which starts downloading content in the background. The current playlist continues playing. A discreet indicator at the bottom edge signals synchronisation. Check that the device is online and that the campaign or application is actually targeted at that device.

If only some campaigns play and restarting has not helped, follow the detailed playback troubleshooting guide.

The campaign is not assigned to any device

Check campaign targeting.

Open the campaign and check its targeting. A typical cause is a device that was removed, reinstalled or replaced, after which the campaign was not reassigned.

The device cannot meet the requested number of plays

Check capacity and campaign parameters.

When targeting, check the capacity change, for example 27% → 107.56%. Choose Exclude, deliberately choose Include – Limited targets, or adjust the campaign parameters. See Campaign capacity.

The device application version is outdated

Check whether the client version needs updating.

A newer feature may require a newer client version. The dashboard flags this state and recommends an update. When updating or restarting, remember that the service intervention may temporarily affect what is displayed.

I cannot delete an item from the media library

Check whether the media item is still in use.

The media item may still be used in a campaign, application or another part of the system. First remove its dependencies, then delete the file.

A user cannot see or edit content in the administration interface

Check the user's role and permissions.

Check their role, granular View / Add / Edit / Delete permissions and, in Server Edition, the access scope outside their own Company.

Why is the text in the kiosk menu hard to read?

Check the background and text contrast in the correct colour group.

Why does the logo in the kiosk menu have a white background?

Use a transparent logo; panel colours cannot change image pixels.

Why did the icon image in the kiosk menu not change when I changed the colour?

You are changing its background. The icon image retains its own colours.

Why is a photo in the kiosk menu gallery missing or cropped?

Check the uploaded photos, selected layout and cropping switch.

Why has the location branding change not appeared on the device?

Check the location assignment and device connection, then follow the app synchronisation guide.

Why does the USB media player not show or play my files?

No USB device found: check the connection and whether the operating system recognises the storage.
Empty list: check enabled media types, formats and file availability. A file may be omitted if its thumbnail cannot be generated.
Compatibility error: contact your software provider with the player version and device model. The USB application requires a supported media and imaging environment.