Carousel Cloud Player Status - Information and Troubleshooting

Player Status Information

The status of a ‘Dedicated Player’ is displayed in Configure > Players > Dedicated Players > Status (as a colored circle), as shown and explained below:

Green - Player is connected to Carousel Cloud and is checking in as expected

• If the player has a green circle but the player isn’t working as expected, please review this Carousel Cloud article for additional player-specific troubleshooting information

Yellow - Player is connecting to Carousel Cloud, but is not always checking in when expected

• If the player has a yellow circle, go to the next section for more information

Red - Player is not connected to Carousel Cloud

• If the player has a red circle, go to the final section for more information

Carousel Cloud Player with Yellow Circle

1. Any of the following listed items could be reasons why a player has a yellow circle. The following subset of items are examples of data points that Carousel Cloud and Carousel support staff don’t have insight into, as they precede Carousel Cloud in the communication chain. The following points are things your organization’s technical team will need to investigate:

   1. The player is ‘stuck’ and needs to be restarted to reset the network connection and resume proper communication with Carousel Cloud

   2. The player was powered off, or its network connection was disrupted during its last attempt to check in with Carousel Cloud

   3. The player was not actively running the Carousel Cloud app, so it missed its attempt to check in with Carousel Cloud

   4. The MDM that is managing the player is enforcing a restriction, setting, or web filter that is preventing at least some communication to Carousel Cloud

   5. The player is connected to your organization’s network using wifi instead of a wired ethernet connection

   6. The player has a weak wifi signal connection

   7. The player has limited network bandwidth available to receive and/or send out data, to and/or from Carousel Cloud

   8. At least some network traffic is being blocked at the firewall, network switch, or other networking appliance level

      1. Required Carousel Cloud Networking Requirements

   9. Web sockets are disabled on your organization’s network

   10. In the player’s operating system, there is a system bug that is affecting network communication

2. If all of the above data points have been investigated and found to be working as expected, additional troubleshooting steps include:

   1. Making sure each player is running the latest version of the Carousel Cloud app

   2. Each player also needs to be running the latest operating system that the player hardware manufacturer provides

      1. Operating system updates are not managed in Carousel Cloud; the operating system can be updated manually on each device, or through your device’s mobile device management tool

3. Additional player troubleshooting can be done following this Carousel Cloud article

Carousel Cloud Player with Red Circle

1. Any of the following listed items could be reasons why a player has a red circle. The following subset of items are examples of data points that Carousel Cloud and Carousel support staff don’t have insight into, as they precede Carousel Cloud in the communication chain. The following points are things your organization’s technical team will need to investigate:

   1. The player is powered off

   2. The player is not connected to your network

   3. The player is not actively running the Carousel Cloud app

   4. The player is ‘stuck’ and needs to be restarted to reset the network connection and resume proper communication with Carousel Cloud

   5. The MDM that is managing the player is enforcing a restriction, setting, or web filter that is preventing communication to Carousel Cloud

   6. The player has a weak wifi signal connection

   7. At least some network traffic is being blocked at the firewall, network switch, or other networking appliance level

      1. Required Carousel Cloud Networking Requirements

   8. Web sockets are disabled on your organization’s network

   9. In the player’s operating system, there is a system bug that is affecting network communication

2. If all of the above data points have been investigated and found to be working as expected, additional troubleshooting steps include:

   1. Making sure each player is running the latest version of the Carousel Cloud app

   2. Each player also needs to be running the latest operating system that the player hardware manufacturer provides

      1. Operating system updates are not managed in Carousel Cloud; the operating system can be updated manually on each device, or through your device’s mobile device management tool

3. The next troubleshooting step is to perform a factory reset on the device to determine if setting the player up as new resolves the red circle in Carousel Cloud

   1. After completing a factory reset, the player will need to be registered again in Carousel Cloud

4. Additional player troubleshooting can be done following this Carousel Cloud article

5. If you have completed all of the troubleshooting and checking as explained in the above information in this section, please collect and include all of the information you’ve gathered so far, and submit the information in a support ticket to Carousel support staff