Troubleshooting

Common issues and solutions for SignageLab.

Display Issues

Display Shows "Offline"

Symptoms: Display status is red/offline in the CMS.

Solutions:

1. Check the player device has network connectivity
2. Verify the CMS URL is correct in the player settings
3. Check firewall rules — the player needs HTTPS access to the CMS
4. Restart the player application
5. Check the Log page in the CMS for error messages

Content Not Updating

Symptoms: Display continues showing old content after schedule changes.

Solutions:

1. Check the collection interval — displays sync every 5 minutes by default
2. Force an immediate sync from the display's row menu (Collect Now)
3. Verify the new content is Published (for layouts)
4. Check the schedule is assigned to the correct display
5. Verify media download progress in the display details

Display Shows Default Layout

Symptoms: Display shows the default layout instead of scheduled content.

Solutions:

1. Verify a schedule exists for this display (check the Agenda view)
2. Check schedule dates — ensure the current time falls within the scheduled period
3. Verify the display is authorized
4. Check the display timezone matches your expectations

Layout Issues

Layout Shows Orange Status

This is normal for layouts containing online-only content (weather, web pages, RSS feeds). It indicates the layout requires an internet connection to display all content.

Layout Won't Publish

Solutions:

1. Ensure all media files are available and not expired
2. Check for missing widgets or invalid configurations
3. Review any error messages in the publish dialog

Media Issues

Upload Fails

Solutions:

1. Check file size against the Max Upload Size setting
2. Verify the file format is supported
3. Check available library storage space
4. Ensure your browser has a stable connection

Media Not Appearing in Library Search

Solutions:

1. Check the folder filter — media may be in a different folder
2. Verify you have permission to view the media
3. Clear any active search filters
4. Try refreshing the page

Scheduling Issues

Scheduled Content Not Playing

Solutions:

1. Check the Agenda view for the target display to see what's scheduled
2. Verify the schedule dates and times are correct
3. Check the display timezone
4. Ensure content priority isn't being overridden by higher-priority events
5. Verify the display is authorized and online

Events Overlapping Unexpectedly

Use the Priority and Display Order settings to control which content takes precedence. See Priority and Ordering.

Player Issues

Player Not Connecting

1. Verify the CMS URL is correct and accessible
2. Check the CMS Key matches
3. Ensure the player device has internet access
4. Check for proxy or firewall restrictions
5. Verify SSL/TLS certificates are valid

Player Using Too Much Bandwidth

1. Schedule content downloads for off-peak hours via Display Profile
2. Reduce media file sizes (compress images/videos)
3. Increase the collection interval to reduce check-in frequency

Getting Help

If you cannot resolve an issue:

1. Check the Log page (Advanced > Log) for detailed error messages
2. Use the Report Fault page to generate a diagnostic report
3. Contact SignageLab support at signage-lab.com