Android, Philips, Samsung, and Sony Troubleshooting

Troubleshooting Information and Guided Steps

This guide includes the same troubleshooting steps for all of the following player hardware:

• Android Devices

• Philips Professional

• Samsung Tizen

• Sony Professional

1. Restart your Android device

2. Ensure the device is connected to your network

3. Verify that the Android device has storage space available

4. Ensure the latest version of Android OS is installed on your device

5. Make sure 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"

   7. Select the particular player/s you want to update

   8. Action menu

   9. Update players

6. Reset the cache for the Carousel Cloud app

   1. Push the back button on the remote

   2. Toggle ‘Clear Cache’ to on

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

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

   1. Supported Carousel Cloud Features

8. Watch for and record any error messages on the Android device when it is powering on and/or when launching the Carousel Cloud app

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. 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. Android operating system version

       3. Android player 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.