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Windows Player Troubleshooting

  • Updated

Troubleshooting Information and Guided Steps

  1. Restart your Windows device

  2. Ensure the device is connected to your network

  3. Verify that the Windows device has storage space available

  4. Make sure the latest version of the Carousel Cloud Player app is installed on the device

    1. The current/fully updated version of the app will be listed here: https://apps.microsoft.com/detail/9n7h1vpwc0s5?hl=en-US&gl=US

  5. Clear the cache for the Carousel Cloud Player app

    1. Connect a keyboard and then use the arrow keys to navigate to the configuration menu

    2. Toggle ‘Clear Cache’ to on

    3. Quit and restart the Carousel Cloud Player app

  6. Reset the Carousel Cloud Player app settings

    • This step will force you to:

      • Re-register your Windows device as a player in the Carousel Cloud web interface

      • Use an additional player license in Carousel Cloud until the old/stale device registration is removed from the Carousel Cloud web interface

    • Connect a keyboard and then use the arrow keys to navigate to the configuration menu

    • Toggle ‘Reset Player’ to on

    • Quit and restart the Carousel Cloud Player app

  7. Delete and reinstall the Carousel Cloud Player app

    • This step will force you to:

      • Re-register your Windows device as a player in the Carousel Cloud web interface

      • Use an additional player license in Carousel Cloud until the old/stale device registration is removed from the Carousel Cloud web interface

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

    1. Supported Carousel Cloud Features

  9. Watch for and record any error messages on the Windows device when the Carousel Cloud app is launching

  10. 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

  11. 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. Windows device operating system version

      3. Windows device make

      4. Windows device 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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