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Apple TV Troubleshooting

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Troubleshooting Information and Guided Steps

The Carousel Cloud Player app has a section in the Settings app on the Apple TV to help troubleshoot or provide more information about the Carousel Cloud Player app. To view and edit these settings, open the Settings app, navigate to Apps, then select Carousel Cloud. The available options are shown in the image below.

  1. Quit and reopen the Carousel Cloud Player app

    1. How to Force Quit an App on Apple TV: https://support.apple.com/guide/tv/force-quit-an-app-atvb39f389ec/tvos

  2. Restart the Apple TV

  3. Ensure the Apple TV is connected to your network

  4. Verify that the Apple TV has storage space available

  5. Make sure the Apple TV is running the latest version of tvOS

  6. Ensure the Carousel Cloud Player app on the Apple TV is fully up to date

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

    1. Supported Carousel Cloud Features

  8. Reset the Carousel Cloud Player cache from the Settings app

    • Settings > Apps > Carousel Cloud > Reset Cache > On

    • After setting 'Reset Cache' to 'On' and the Carousel Cloud Player app is force quit, then reopened, the app will clear and then rebuild its content cache

  9. Reset the Carousel Cloud Player app settings

    • Settings > Apps > Carousel Cloud > Reset Settings > On

    • This step will force you to re-activate your Apple TV as a player in the Carousel Cloud web interface

  10. Delete and reinstall the Carousel Cloud Player app

    • This step will force you to re-activate your Apple TV as a player in the Carousel Cloud web interface

  11. Press the ⏯ (play/pause) button on the Apple TV remote

    1. Diagnostic information, such as the player's name, PlayerID, WebSocket state, zone details, memory usage, etc. will be displayed

Screen Shot 2018-11-19 at 2.49.39 PM.png

  1. Watch and record any error messages on the connected display when launching the Carousel Cloud Player app on the Apple TV

  2. Make sure the Site URL shows up correctly, in your Apple MDM configuration (if applicable) and in the Settings of the Carousel Cloud Player application

  3. If using an Apple MDM to manage the Apple TV’s, review this support article for MDM configuration information: https://support.carouselsignage.com/hc/en-us/articles/360058232272-Automate-Deployments-Using-Your-Apple-MDM

  4. If you’re not the Carousel Site Admin or Apple MDM admin for your organization, you may need to reach out to these individuals within your organization to assist with additional troubleshooting steps as needed

  5. 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 Player app version

      2. Apple tvOS operating system version

      3. Apple TV 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.

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