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iPad Troubleshooting

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Troubleshooting Information and Guided Steps

The Carousel Cloud Player app has a section in the Settings app on the iPad 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.

Please Note: Toggling on ‘Keep Aspect Ratio’ will maintain the aspect ratio of the channel from Carousel Cloud by letterboxing the content as opposed to scaling it to the display resolution of the iPad.

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  1. Quit and reopen the Carousel Cloud Player app

  2. Restart the iPad

  3. Ensure the iPad is connected to your network

  4. Verify that the iPad has storage space available

  5. Make sure the iPad is running the latest version of iPadOS

  6. Make sure the Carousel Cloud Player app on the iPad is fully up to date

  7. Verify that the bulletin type or function you’re trying to use on the iPad 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 iPad 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-register your iPad as a player in the Carousel Cloud web interface

  11. Watch and record any error messages on the connected display when launching the Carousel Cloud Player app on the iPad

  12. Make sure the Site URL shows up correctly, in your Apple MDM configuration (if applicable) and in the Settings app on the iPad

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

  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. iPad operating system version

      3. iPad 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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