This issue involves Android-based CMS devices appearing offline in the management platform, while continuing to play scheduled content normally on-screen. This discrepancy can lead to confusion in monitoring and support operations.
Known Symptoms:
Device shows as offline in CMS
Content playback is uninterrupted
Last ping or heartbeat to CMS is outdated
Root Cause:
Incorrect system time on the device can prevent successful communication with CMS servers. This breaks synchronization and causes the device to appear as offline.
Ticket Example: Ticket ID: #12494
Subject: Prowtech: CMS: Need Latest whitelist APK version 2.891 as number of offline devices are increasing
URL: https://helpdesk.movingwalls.com/agent/movingwallsholdingpteltd/all/tickets/details/723002000050215053
Resolution Steps
Validate Device Time Settings:
Navigate to device settings > Date & Time
Enable "Set time automatically" or sync with NTP
Manual Correction:
Temporarily disable automatic time
Manually set the current date/time
Reboot device and monitor CMS status
Remote Troubleshooting (if needed):
Connect device to a local network with a PC
Use remote tools like AnyDesk or TeamViewer
Collect Android logs via ADB if accessible
Verify in CMS:
Confirm that the device has resumed pinging CMS
Check that it appears online in the dashboard