There are three services that Carousel relies on for normal operation and if they are stopped, it will be indicated in the System health area of the Carousel UI. They are:
- The Carousel Service
- The Carousel Rendering Service
- The RabbitMQ Service.
Here is an example of a stopped Carousel Service on the Server Health Screen:
The first thing to try is to reboot your Carousel Server! Sometimes there's a small hiccup that can be fixed with a reboot. If that doesn't help we have some additional troubleshooting steps. If you notice issues on the System Health Screen but aren't sure how to access the Server, send this article to your Carousel server administrator or your I.T. department.
Additional Troubleshooting Steps
By default, the Carousel services run under the built-in local system account. Check that they are running, and attempt to start them if they are not.
Check the account used under 'Log On As'. The account requires read/write in the TRMS directory (usually C:\TRMS) and have DBO access to the Carousel50 and FrontDoor50 databases in SQL.
You can change this account by right-clicking the Service > 'Properties' > 'Log On As'. Only do this if you know that you use a service account for a specific reason
RabbitMQ must be running and fully operational for the other services to function. Sometimes it's running but there are errors about endpoints or the other services won't start in addition to RabbitMQ. Here's a separate article for troubleshooting RabbitMQ: https://support.carouselsignage.com/hc/en-us/articles/360032987091-Reinstalling-the-RabbitMQ-Service
The service can stop for a few different reasons, the most common being that it can not read from or write to the Carousel Database. This will be indicated in the TRMS event viewer by multiple error messages. One error message you could receive is a login failure message for the Carousel Service such as:
This error is telling you that the Carousel service is running under the Local System account, and does not have adequate database access rights. In this case, either adding that account to SQL for the database and giving it DBO access rights OR setting the Carousel Service to run under an account that has database rights. This issue more common in customized installations with the SQL databases residing on another Database server but can also happen locally. The other main indication that the Carousel service can not write to the SQL Database are repeated
|Carousel Rendering Service||This service uses multiple |
|TimeSync||This service synchronizes the Windows Server time with a configurable time server. Use either this or Windows Time Sync but not both as they can conflict with each other.|
|Notifications||This service connects to notifications.trms.com and displays the notifications locally. Sometimes this will have issues because of a firewall block. Keep in mind that this service isn't critical for Carousel to operate.|