Mac Troubleshooting

Troubleshooting Information and Guided Steps

The Carousel Cloud Player app on Mac has a section in the application preferences to help troubleshoot or provide more information about the Carousel Cloud Player application. To view and edit these settings, open the Carousel Cloud Player application, then hit the command and comma keys simultaneously or navigate to the menu bar by moving your mouse to the top left corner of the screen and choose ‘Preferences’ or ‘Settings’ depending on your operating system. The available options are shown in the image below.

1. Quit and reopen the Carousel Cloud Player application

2. Restart the Carousel Cloud Player application

3. Ensure the Mac is connected to your network

4. Verify that the Mac has storage space available

5. Restart the Mac

6. Make sure the Mac is running the latest version of macOS

7. Make sure the Carousel Cloud Player application on the Mac is fully up to date

   • The current/fully updated version of the app will be listed here: https://apps.apple.com/us/app/carousel-cloud-player/id1445565555

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

   1. Supported Carousel Cloud Features

9. As shown in the screenshot above:

   1. Check the box to reset the Carousel Cloud Player cache from the Preferences/Settings menu

      1. After setting 'Reset Cache' to 'On' and the Carousel Cloud Player application will clear and then rebuild its content cache

   2. Check the box to ‘Reset Settings’ in the Carousel Cloud Player application settings

      1. This step will force you to re-register your Mac as a player in the Carousel Cloud web interface

10. Delete and reinstall the Carousel Cloud Player application

    • This step will force you to re-register your Mac as a player in the Carousel Cloud web interface

11. Watch and record any error messages on the screen when launching the Carousel Cloud Player application

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

13. If using an Apple MDM to manage the Macs, review both of the following support articles for MDM configuration information:

    1. https://support.carouselsignage.com/hc/en-us/articles/360058232272-Automate-Deployments-Using-Your-Apple-MDM

    2. https://support.carouselsignage.com/hc/en-us/articles/360047332212-Carousel-Cloud-Player-App-Setup-on-macOS-Using-Jamf-Pro

14. 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

15. 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 macOS operating system version

       3. Mac 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.