Troubleshooting
This page covers the most common issues in Stratos and the fastest way to resolve them. For device-specific problems, see Player Troubleshooting.
A screen is showing the wrong content
Section titled “A screen is showing the wrong content”Check 1 — Schedules and priority. Open the screen’s detail page and look at the Schedules section. Is there a schedule currently active? If two schedules overlap, the one with the higher priority number wins. See Priority & Conflicts.
Check 2 — Active override. Go to the Overrides page and check if an override is active for this screen. Overrides always beat regular schedules.
Check 3 — Default layout. If no schedule is active, the screen shows its default layout. Check the screen’s edit dialog and confirm the default layout is what you expect.
Check 4 — Player sync. Content changes can take 60–300 seconds to reach a screen. Use the Refresh Content button on the screen detail page to force an immediate check-in.
A screen is offline
Section titled “A screen is offline”Check 1 — Physical connection. Confirm the device has power, network connectivity, and the player software is running.
Check 2 — Last check-in. On the Screens page, look at the screen’s status indicator. If it shows Offline, check whether this is a recent change or long-standing.
Check 3 — Reboot. From the screen detail page, click Reboot to power-cycle the device.
See Screen Health and Player Troubleshooting for a more complete checklist.
A layout change isn’t reaching screens
Section titled “A layout change isn’t reaching screens”Check 1 — Published vs. draft. Layouts must be Published before they are delivered to screens. Open the layout and confirm it is not in Draft state.
Check 2 — Player sync. Force a sync by clicking Refresh Content on the screen detail page.
A new schedule isn’t playing
Section titled “A new schedule isn’t playing”Check 1 — Time window. Confirm the schedule’s Time Block or custom time covers the current time of day, and the selected days include today.
Check 2 — Date range. Check the From Date and Until Date on the schedule. If today is outside that range, the schedule is inactive.
Check 3 — Active flag. Open the schedule → Edit → Settings tab. Confirm the Active toggle is on. An inactive schedule is saved but does not play.
Check 4 — Priority. Another schedule on the same screen with a higher priority number may be winning. See Priority & Conflicts.
I can’t see a page or take an action
Section titled “I can’t see a page or take an action”Your role may not grant access to that page or operation. See Understanding Permissions. Contact your administrator to review your role and folder grants.
Media I uploaded isn’t showing in a layout
Section titled “Media I uploaded isn’t showing in a layout”Check 1 — Expiry. If the media file has an expiry date that has passed, it is retired and will not appear. Edit the file to extend or remove the expiry.
Check 2 — Folder access. If the layout’s region uses a dynamic playlist, confirm the folder containing the media is accessible under your playlist’s filter rules.
Check 3 — Format support. Confirm the file format is supported. See Supported Formats.
Still stuck?
Section titled “Still stuck?”If the steps above don’t resolve the issue, contact your administrator or reach out to support at the address in your account menu → Client Portal.