Mersive Solstice Troubleshooting

Troubleshooting Information and Guided Steps

1. Restart your Mersive device

2. Ensure the device is connected to your network

3. Make sure the Mersive player is on the most current operating system provided by Mersive

   1. Updates can be applied following this Mersive guide

4. Verify that the bulletin type or function you’re trying to use on the Mersive Solstice player is supported in Carousel Cloud

   1. Supported Carousel Cloud Features

5. Watch for and record any error messages on the Mersive Solstice player when the device is powering on

6. 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

7. 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. Mersive Solstice operating system version

      2. Mersive Solstice make and 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.