Symptom

Changes made in the CMS are not appearing on the directory display.

Troubleshooting

1. Media Player Is Offline

The media player may not be connected to the internet and is therefore unable to download the latest updates.

Verify:

• Confirm the media player has an active internet connection.
• If your directory or sign includes any streaming features (such as News Headlines, Weather, RSS feeds, or other live content) and those features are not appearing, the media player is most likely not connected to the internet.
• If you connect a keyboard and mouse to the USB extension cables inside the enclosure, you can test internet connectivity by breaking out of the directory/sign application (Alt + F4). Once at the Windows desktop, open the Chrome web browser and navigate to a public website such as google.com. If the website loads successfully, the media player has internet access. If the website does not load, there may be a network or internet connectivity issue that is preventing updates from downloading.

2. CMS Changes Were Not Finalized

Changes may have been entered in the CMS but were not finalized, preventing them from being sent to the directory.

Verify:

• Make sure that you've clicked the Finalize Changes link in the CMS after making your updates.

Before Contacting Support

These two situations account for approximately 95% of reported update issues.

If you have confirmed that:

• The media player is connected to the internet, and
• You have clicked Finalize Changes in the CMS,

but your updates still do not appear on the directory, please contact EDC Support for further assistance.

There are several less common causes that may require additional troubleshooting, including:

• Firewall or network security restrictions
• Update Scheduler service issues
• Insufficient disk space on the media player
• DNS resolution problems
• Local security software blocking update processes
• CMS data formatting or configuration issues

EDC Support can help identify and resolve these advanced scenarios.