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Video does not display properly on Carousel

Applies to

  • Carousel (All versions)
  • BrightSign (All versions)
  • Uploaded video files


  • Video file is being skipped in the bulletin rotation
  • Video playback stutters and/or freezes
  • Carousel crashes when video bulletin loads or is playing


Carousel works very hard to play video without glitches or stutters. However, it does not use dedicated video hardware to decode video streams.  The encoding of a video may not be in a supported format or possibly have too high of a datarate for the video hardware to process.

Troubleshooting Steps

  • If using a Windows-based Carousel player, check that your video drivers and Windows Updates are current.
  • Verify that the video file is in encoded in one of the following formats: mpeg-1/mpeg-2/mpeg-4 (.mpg, .mpeg, .mp4), Windows Media (.wmv), QuickTime Media (.mov), AVI (.avi). ¬†If the file is one of the supported format, and video playback is still not working, try encoding the video using one of the other supported formats.
  • Check the bitrate on the file. ¬†We recommend that a video file be encoded with a Bitrate of no more than 3-4 Mbps. ¬†In Windows, this can be done by right clicking on the file, selecting Properties, and then selecting the Details tab.

    You will see the bitrate of the video file under the Data rate option.  If this option is not present, you can get a rough estimate of the bitrate by multiplying the file size in megabytes (MB) by 8, and then dividing the resulting number by the length of the video file in seconds.  If the file has a bitrate above our recommended range, try re-encoding the video with a smaller bitrate.
  • If you are using a Windows-based Carousel player, try enabling VLC playback on the player (see:¬†How do I enable VLC for Carousel videos?)
  • Make sure the video file is less than 1 gigabyte (GB). ¬†Carousel can not play back video files larger than this.
  • If you are using a Windows-based Carousel player, check to verify that the video is available in the player's cached directory. ¬†To do this, get to the Windows desktop on the Carousel player (if your player is currently displaying signage, hold the escape key to back out into Windows). ¬†Browse to the Cache directory in Windows at .\TRMS\CarouselDisplayEngine\Cache¬†and search for the video file to be played within that directory. ¬†If the video file of a created and active bulletin is not present in any of Cache's sub-directories, please inform

Additional Information

If you do not have available video encoding software, there are many free options available online.

Even with the above steps, there are many variables that go into Carousel's ability to playback files, including the hardware of the system, the other content that is being displayed through Carousel, and background processes that are running on the player. 

TRMS is unable to recommend specific software for converting video files or provide specific setting(s) within software for video encoding.

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