Troubleshooting

Welcome to the OTS Signs Command Center Troubleshooting Guide. This section contains helpful tips and solutions for common issues you may encounter when using the system. If you cannot find a solution here, please see our Contact Support page for assistance.

Display Connection Issues

Issue: Display is not connecting to the CMS

  • Verify the Player App is installed correctly on your media player device
  • Check that the player device has a stable internet connection
  • Ensure the CMS server address is correctly configured in the Player App
  • Check that the Display has been authorized in the CMS (navigate to Displays and look for any pending displays)
  • Verify firewall settings are not blocking communication between the player and CMS
  • Restart the Player App application

Content Not Displaying

Issue: Scheduled content is not appearing on displays

  • Verify your Layout is Published (check the Layouts grid for a Published status)
  • Ensure the content is scheduled to the correct Display or Display Group
  • Check that the schedule dates and times are correct and the event is currently active
  • Review the Display schedule to confirm the Layout is included
  • Clear the player cache by restarting the Player App
  • Check Display status in the CMS - look for any error messages or warnings

CMS Performance Issues

Issue: CMS is running slowly or becoming unresponsive

  • Clear your browser cache and cookies
  • Try accessing the CMS from a different browser
  • Check your internet connection speed and stability
  • Reduce the number of displays reporting simultaneously by staggering check-in times
  • Archive old media library items you no longer use
  • Consider upgrading your server resources if you have a large number of displays

Layout Editor Issues

Issue: Unable to edit layouts or widgets

  • Ensure your user account has the correct permissions to edit layouts
  • Try opening the layout in a different browser
  • Refresh the page to reload the layout editor
  • Check that widgets have been properly configured before publishing
  • Verify all required fields are populated in the widget configuration

Media Library Issues

Issue: Media files not uploading or displaying

  • Verify the file format is supported by OTS Signs Command Center
  • Check that the file size is within acceptable limits
  • Ensure you have sufficient storage space on the CMS server
  • Try uploading the file through a different browser or connection
  • Check file permissions and ensure the upload folder is writable

Scheduling Issues

Issue: Events are not displaying on the correct date or time

  • Verify the CMS server timezone is set correctly
  • Check that display player clocks are synchronized with the CMS
  • Confirm the event start and end dates/times are configured as intended
  • Review any recurrence rules if using repeat scheduling
  • Check for timezone differences between your location and the server

Getting More Help

If you've tried the troubleshooting steps above and still need assistance, please visit our Contact Support page. Our support team is ready to help you resolve any issues you may be experiencing.