TroubleshootingUpdated 02/11/2026
Screen stays «Not synced» for a long time
The crossed-out icon next to the screen name does not go away for hours. Most often it is slow internet on site or large files.
Checked on the current dashboard version
In 30 seconds: compare the screenA device running the Advision player that shows content; the cabinet calls it a media device. «Date sync» on the dashboard with the time of your last change and estimate the size of the files you added. A few 300–500 MB videos on weak Wi-Fi take an hour or more.
Cause 1. Slow or unstable internet on site
- Check: the screenA device running the Advision player that shows content; the cabinet calls it a media device. is online, the status «Syncing» or «Not synced» stays for a long time, and other screens on a faster connection have already received the same files.
- Action: wait: the download continues at any speed. For the future, compress videos to the recommended parameters, see File requirements, and connect the device by cable instead of Wi-Fi where possible.
Cause 2. The screen is offline
- Check: a red «Offline» dot next to the screenA device running the Advision player that shows content; the cabinet calls it a media device. name. Without a connection the sync does not move, and the screenA device running the Advision player that shows content; the cabinet calls it a media device. plays the previous content.
- Action: bring the screenA device running the Advision player that shows content; the cabinet calls it a media device. back online, see Screen is offline. The download resumes by itself.
Cause 3. The download got stuck after a connection drop
- Check: internet on site works again, the screenA device running the Advision player that shows content; the cabinet calls it a media device. is online, but «Date sync» has not changed for over an hour although the files are small.
- Action: click «Restart app» on the screenA device running the Advision player that shows content; the cabinet calls it a media device. card, see Restart the app or the OS. After the restart the player finishes the download.
Cause 4. The venue network restricts downloads
- Check: the screenA device running the Advision player that shows content; the cabinet calls it a media device. is online and takes commands (the screenshot works), but files do not arrive on any screenA device running the Advision player that shows content; the cabinet calls it a media device. at this address.
- Action: ask the venue IT specialist to allow connections to s3.k8s.advision.digital, api.advision.digital and socket.advision.digital on ports 443 and 80 and not to throttle media devices.
Cause 5. You saved the changes just now
- Check: less than 5 minutes have passed since «Save». The «Syncing» status is normal at this time.
- Action: wait and refresh the page. How the sync works is described in How a screen gets content.
If nothing helped
Write to the support chat with the screenA device running the Advision player that shows content; the cabinet calls it a media device. name and the time you noticed the problem.
Related articles
- ConceptHow a screen receives content: synchronizationAfter «Save» the platform builds the schedule and sends files to the player; it downloads them into its storage and confirms the sync time.
- ReferenceScreen statuses in the list: online, offline, syncWhat the green and red dots, the sync icon and the dates in a screen row mean, and when you need to act.
- ReferenceFile requirements: formats, sizes, limitsWhich formats the cabinet accepts, the size limit for each type, recommended video and image settings and what breaks playback on screen.
- How-to · 2 minTake a screenshot of the screen, restart the app or the OSButtons in the device page header: «Screenshot» shows what is on the screen now, «Restart app» and «Reboot OS» fix a frozen player without a site visit.