Troubleshooting Hub - Players are Online, No Content on Galaxy Display

Players are Online, No Content on Galaxy Display

• Product Family: GalaxyPro, Galaxy
• Products: GT6, GS6, GC6, GP4, GPC, AF-3500, AF-3550, AF-3700, AF-3400, AF-3200, AF-3220
• Component: M-Bridge, DMP-8000, DMP-5000
• Control System: Venus Control Suite (VCS)

1. Check playlist is correctly created. Refer to Venus Scheduling: How do I schedule content in Venus Control Suite?
   • If the playlist is created and correct, skip ahead to Step 3.
   • If you need to create or check playlist, proceed to Step 2.
2. Check below steps to ensure playlist is correct
   • If no playlist is created, proceed to Venus Control Suite(VCS), No content showing up on the display, No playlist created or incomplete settings .
   • If playlist has been created, but no files have been added, proceed to Content in Venus Control Suite doesn't appear on sign or in the dashboard, No playlist files added .
   • If date was listed in past, proceed to Display blank; playlist date is expired .
   • If playlist was set to play outside of the desired time frame, proceed to Content from new playlist will not show up on the display, playlist created incorrectly .
   • If display is not linked, proceed to Playlist not appearing on sign after being scheduled, Display not associated .
   • If you have confirmed that the playlist is created and correct, proceed to Step 3
3. Check that Scheduling Mode is turned on. Refer to How do I turn on/off Schedule/Event Mode in Venus Control Suite?
   • If Scheduling Mode is turned off, resolve as per Content Studio scheduled content is not playing correctly from Venus Control Suite (VCS), schedule mode is turned off within VCS .
   • If Scheduling Mode is on, proceed to Step 4.
4. Check that Animated Content is activated.
   • If Animated Content is not activated, resolve as per Venus presentations that include scrolling text, animations, videos are not playing on the sign; Animated content is turned off
   • If Animated Content is on, proceed to Step 5.
5. Check that hours of operation are set correctly. Refer to Venus Displays: How do I check/change hours of operation on display in Venus Control Suite. .
   • If hours of operation are correct, proceed to Step 6.
   • If hours of operation are set incorrectly, resolve as per How to check/change Hours of Operation on display in Venus Control Suite.
6. Check that the formatting of media content/web compositor content is correct. Refer to Venus Media: What animations and videos can be used with Venus Control Suite?
   • If formatting is correct, proceed to Step 7.
   • If using content studio and message has text box borders (green dashed box) or other content outside of the message boundary (gold frame around message) or if it has text or image borders overlapping each other, resolve as per Galaxy: Message/s are not playing on display, corrupt message/s on display
   • If formatting is incorrect, reference Content will not play on sign; Issue with the graphic element
7. Ensure that you are using two or less AVI files per presentation.
   • If you are using more than two AVI files, resolve as per Messages on a GS6 seem to play for random lengths and not all sequences in the messages play
   • If you are using two or less AVI files, proceed to Step 8.
8. If the version of Venus Control Suite includes Sales, has a sale been made to the display?
   • If no sale has been made, resolve per