10.1 A device shows Offline
Possible causes: the player has not been activated yet, the device has no network connection, or the device is switched off.
If the device is new, remember that it shows Offline until the player app connects. Complete Install and activate the player app.
Check that the device is switched on and the player app is open.
Check the device's network connection.
Check in License Management that a license is assigned to the device.
Open the device detail page from Screens and review its status.
ScreenshotScreens, device detail page for an offline deviceIf the device is still offline, restart it and check again.
10.2 Content is not updating
Possible causes: publish jobs are still pending, the screen is offline, or the content is not scheduled on that screen.
On the Dashboard, check Pending Publish Jobs and the Publish Queue.
Check on the Screens page that the screen is online. Publish jobs cannot reach an offline screen.
Check that the playlist was published with Publish Playlist.
Open Schedules and check the dates, days, times and target screens.
Check the screen's Time Zone in its device details.
10.3 An upload is stuck or fails
Check that you selected a Virtual Space. It is required for every upload.
Check the file size. By default, a file larger than 20 MB is rejected with a message that names the file.
Check that the file type is accepted. See Supported media.
Check your internet connection and stay on the page until the upload finishes.
Try a smaller batch of files.
For cloud imports, check that your Google Drive, OneDrive or Dropbox account has access to the file.
For Upload from URL, check that the address opens the file directly in a browser.
Refresh the page and try again.
10.4 You are signed out (session timeout)
For security, MATX may end your session, for example after a period of inactivity.
Sign in again.
Check that your last change was saved, and redo it if needed.
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