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How to Troubleshoot ScreenCloud OS Device Visibility and Online Status in Your Remote Device Management Console
How to Troubleshoot ScreenCloud OS Device Visibility and Online Status in Your Remote Device Management Console

How to resolve issues with ScreenCloud OS devices not appearing in RDM or mismatched online status between Studio and RDM Console.

Updated over a month ago

1. Your ScreenCloud OS device is not visible in your RDM Console

If your ScreenCloud OS device is not visible in your RDM Console, it may be because your device is not on the latest version of ScreenCloud OS. To resolve this issue, follow these steps:

1.1. First, we recommend checking if your ScreenCloud OS device has the latest version installed (v2.0.8). To do so, reboot the device and check the start screen for the installed version.

1.2. If your device does not have the latest version, try updating it using one of the following methods:

1.2.1. Perform a manual power cycle by unplugging your device. Once the device turns back on, please wait for at least one hour to allow it to scan for the update. If the update is found, the device will automatically download and install the latest version.

1.2.2. If your device is unable to update to the latest version automatically, you can manually update it by using a USB flash drive. To learn how to do this, simply follow the steps listed here.

1.3. If you are still having issues after following the steps above, please contact our support team at [email protected].

2. Your ScreenCloud OS device’s online status does not match in your Studio account and RDM Console

If you are experiencing issues with your device's online status not syncing with your Studio account and remote device management, there are a few possible solutions to consider.

Firstly, It's important to note that the reason why this might be happening is that our Studio software and RDM Console use different services to determine if your digital signage device is online or offline.

Due to this difference in services, there may be instances where the online/offline status reported by each service may not match up with each other. In such cases, we recommend following these steps:

2.1. Your ScreenCloud OS device shows as "online" in Studio but not in the RDM Console

There are a couple of reasons why this issue may occur. One possibility is that your device does not have the most up-to-date version of our RDM modules installed.
Alternatively, it is possible that the module has been installed, but there was a problem with the deployment process.

2.1.1. To fix this problem, you can manually power cycle your device by turning it off and then back on again. After the device turns back on, give it at least one hour to check for the latest version of our RDM modules or to redeploy the ones it already has.

2.1.2. Then, check if this has resolved the issue. If everything works correctly, you should be able to see your device as "online" in Studio and in the RDM Console.

2.1.3. If the problem persists, please contact our support team for further assistance.

2.3. Your ScreenCloud OS device shows as “online” in the RDM Console but not in Studio

If your ScreenCloud OS device shows as "online" in the RDM Console but not in Studio, it could be that the Studio player, which is responsible for showing content, has crashed or is encountering issues.

In this case, you can use the RDM Console to reboot your ScreenCloud OS device and restart the Studio player.

2.3.1. To solve this problem, access the RDM Console and select your ScreenCloud OS device.

2.3.2. Select the 'Reboot' option in the top right corner of the page.

2.3.3. This should help get your device back online in Studio, however, if the problem persists, please contact our support team for further assistance.

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