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My new Carousel player will not connect to my server

Applies to

  • Carousel for Windows 

Symptoms

  • Your new Carousel player will not pass the connection check or display content from the server despite having an available player license

Cause

It could be is a result of the version on your new Carousel player not matching your existing server version.

 

 

**Danger Alert**

This article's solution should only be performed on a Carousel PLAYER. One of the steps involves deleting the contents of a folder which, if you are mistakenly on a server you will delete many important things and have a bad time. Do not follow this resolution on a Carousel SOLO unit.

Resolution

Start by running the connection check from the players configuration menu. Launch the Carousel display engine using the shortcut on the desktop and select 'Configure'. Double check the server ip address or hostname and make sure it is correct, then run the connection check by clicking the green check mark button to the left of the server field

If you see any items fail there will be an explanation at the bottom of the dialogue box. If you consistently see 'Connect to server, Server Time, and Server Version fail, chances are it's just the version. Check your server version and download the matching player version (request from support@trms.com) onto the player. Uninstall the version of Carousel Player through control panel>programs and features. Make sure you are on the player, and that it is not a solo unit.

 

Once it is uninstalled, browse to My Computer:\<install Directory>\TRMS\

Open that folder and highlight/delete the contents.

Then run the installer for Carousel Player which matches your server version.

 

Your new Carousel player should now be able to communicate successfully with your existing Carousel server.

 

 

 

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