Player is not connecting to the CMS with the logged in status showing as X
There are a number of potential reasons to consider as detailed below:
You may still need to authorise your Player with the CMS.
Please refer to the Player Installation guide for your Player and the Display Authorisation section.
If your email address/code is set correctly, from the Player menu open Player Settings and “Check Licence”. Your Player will communicate with Xibo Signage and will unlock the Player to run going forward.
When you buy a license, you associate it with a particular email address/code which you must ensure is the same as saved in your Player Settings/Display Profile
Check to ensure that you have entered the correct email address/code by logging into My Account and check the Licence Pool, making sure that email/code matches the information shown.
If your Player device is not logged in there will be an X shown in the ‘logged in’ column. If there are no known issues with this device, it might mean that it’s offline/shut down.
Make sure that your device is powered up and has internet access.
There could be a device on the network that is blocking traffic between the Player and the CMS (a firewall for example)
Please contact those responsible for your network to investigate further.
The Display is marked as being logged in (a tick), but the content is not updating on the Player.
Check to ensure that the Player has downloaded all of its content. The “status” flag provides this information:
- Cloud icon - Pending changes are available for download the next time the Player connects with the CMS.
- Cross icon - Download is in progress for pending changes.
- Tick icon - Downloads are complete, the Player is up to date.
If the player has been in a “downloading” state ([!] or [x]) for an extended period of time you should check that the download window is set to a sensible value in Display Setting Profiles .
If your status is a “tick” it might be that the Player has detected an invalid layout.
Please refer to My scheduled Layouts are not working? page for further information.
If after checking all the above your Player is still showing as Unlicensed on the Status Screen, please open a ticket via My Account to contact to our support desk.