This guide provides a step-by-step approach to diagnosing and resolving content syncing issues for Windows and Android devices running the CMS application on CMS Platform.
Root Cause Analysis: Old Content Still Playing on CMS-Connected Screens
Verify Internet Connectivity
Step 1: Check if the device is connected to the internet (Wi-Fi, Ethernet, or Mobile Data).
Step 2: Open a web browser and try accessing Google.com and CMS Platform.
Step 3: Run a speed test to ensure stable bandwidth.
Step 4: Restart the router or switch to another network to rule out connectivity issues.
Step 5: If the connection is unstable, contact the network administrator for troubleshooting.
Confirm CMS Platform Accessibility
Step 1: Open a browser and go to CMS Platform.
Step 2: Log in with valid credentials.
Step 3: If the website is inaccessible:
Check for CMS downtime or maintenance updates.
Try accessing from another device on the same network.
Use a mobile hotspot to rule out network restrictions.
Disable Firewall & Security Restrictions
🔹 For Windows Players:
Step 1: Open Windows Defender Firewall via the Control Panel.
Step 2: Click "Allow an app through Windows Firewall."
Step 3: Ensure the CMS application is added to the allow list.
Step 4: Temporarily disable firewall and antivirus software, then restart the CMS app.
🔹 For Android Players:
Step 1: Disable any VPN, security, or firewall apps that might block CMS connectivity.
Step 2: Test the application again after disabling security restrictions.
Restart the CMS Application & Device
Step 1: Close the CMS application completely (End task in Task Manager on Windows).
Step 2: Restart the device (Windows or Android).
Step 3: Relaunch the CMS application and check if content syncs.
Verify Content Scheduling & Sync Status in CMS
Step 1: Log into CMS Platform.
Step 2: Check if the content is properly scheduled under the "Content" or "Playlist" section.
Step 3: Verify the assigned playlist is published and active.
Step 4: Check the last sync time on the CMS dashboard: If it hasn’t been updated recently, manually trigger a sync.
Step 5: If content isn’t updating, republish the playlist and check for any errors.
Confirm Online Status
Step 1: Open the CMS dashboard and navigate to the Devices or Players section.
Step 2: Verify if the player is listed as Online.
Step 3: If the player appears Offline:
Check its network connection.
Restart the player and reattempt registration.
Ensure it is assigned to the correct CMS server.
Check Local Storage Availability
🔹 For Windows Players:
Step 1: Open File Explorer and check available storage on the drive where the CMS application is installed.
Step 2: If space is low, delete old content files to free up storage.
🔹 For Android Players:
Step 1: Go to Settings > Storage and check available space.
Step 2: If storage is nearly full, clear cache and remove unnecessary files.
Update CMS Application & System Software
Step 1: Check for updates in the CMS application (Windows or Android).
Step 2: If an update is available, install it and restart the device.
Step 3: Ensure the Windows OS or Android system is updated to the latest version.
Contact Support (If Issue Persists)
If the issue is still not resolved, provide the following details to the support team:
Device type (Windows or Android)
CMS application version
Network connection status
Error messages (if any)
Screenshots or screen recordings of the issue
Submit a ticket via your support portal or email support at [email protected] with the collected information.