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Carousel Player showing stale content or not updating

Summary

Your Carousel player(s) are displaying old content and not updating to show newly scheduled content.

Applies to

  • Carousel versions 6.2.1+

Symptoms

  • Display engine content is not refreshing/updating on the player(s)

Cause

There could be any number of causes for this behavior. The player may not be able to communicate properly with the server or the Carousel service on the server may be hung up. Alternatively, you may have a version mismatch between the server and the player. 

Resolution

If it is a version mismatch, simply install the same version on the player as is installed on the server. If the versions match, you will want to check to ensure that the player can effectively communicate with the Carousel server. To do this, exit the display engine by pressing escape and repeatedly clicking the mouse. Once the display engine has exited and you see the Windows desktop, launch the display engine via the shortcut on the desktop and select 'configure' from the countdown splash screen:

Once you are in the configuration menu, click on the check mark next to the server field:

Ensure that all of the items in the server check return with a green check mark:

 

If any of these items fail, you will want to troubleshoot any potential connection issues between the player and the server. If they all pass, select 'OK' to return to the configuration menu. From there you can press the 'Clear Cache' button to force the player to grab updated content from the server. 

 

Additional Information

If you clear the cache and still do not get updated content on the player, you may need to double check what is scheduled to display in the Carousel web interface and/or re-boot the server. 

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