Amazon Signage Device Troubleshooting

Troubleshooting Information and Guided Steps

1. Restart your Amazon Signage device

   1. As shown below, you can do this from the Signage Manager software

   2. You can also do this by pulling the power from the Amazon Signage device and reconnecting it

      

2. Ensure the device is connected to your network

   1. Press the gear icon on the remote to access the settings app

3. Verify that the Amazon Signage device has storage space available

   1. You can check available storage space by clicking the gear button on the remote and scrolling to the ‘Storage’ section

4. Check that the latest version of the Carousel Cloud app is installed on the device

   1. Log in to Carousel

   2. Configure menu

   3. Players

   4. Dedicated Players

   5. Under "Show/Hide Columns"

   6. Check "Version"

5. Reset the cache for the Carousel Cloud app

   1. Push the left button on the directional pad on the remote

   2. Toggle ‘Clear Cache’ to on

   3. Push the back button to confirm clearing the player cache

6. Check the resource monitor to view hardware utilization metrics

   1. Push the left button on the directional pad on the remote

   2. If any of the displayed utilization categories or reported values are at or above 90%, please restart your Amazon Signage device and see if the values have decreased after a restart

7. Verify that the bulletin type or function you’re trying to use on the Amazon Signage device is supported in Carousel Cloud

   1. Supported Carousel Cloud Features

8. Watch for and record any error messages on the Amazon Signage device when the device is powering on

9. If you’re not the Carousel Site Admin for your organization, you may need to reach out to those individuals within your organization to assist with additional troubleshooting steps as needed

10. Factory reset the Amazon Signage device using the Signage Manager software, as shown below

    1. This step will require you to reactivate the player in Carousel Cloud after the factory reset is complete

       

11. If you are still stuck at this point, please gather the following information and then submit a support ticket to us as follows:

    1. Data Gathering

       1. Carousel Cloud app version

       2. Amazon Signage device operating system version

       3. Amazon Signage device model

    2. Let us know which steps you have performed and which step you are stuck on

    3. Submit a support ticket with the data you just collected using this Carousel Cloud link.