Onsite Sync & Device Issues
Where to Find It
Admin portal > Onsite, Signage, or room/device management
Start from the admin area that owns the affected device or room, then compare what ema shows with what is physically happening onsite.
Symptoms
- a venue screen is stale
- room state is wrong on-site
- a device shows as offline or unpaired
- recent schedule or content changes are not visible
Triage Order
Onsite Device Triage
- Check whether the device is still paired.
- Check the device heartbeat.
- Verify the screen or room assignment.
- Confirm whether the onsite runtime is syncing normally.
- Look for a wider venue or network issue if several devices fail together.
Typical Causes
- device replacement without re-pairing
- local connectivity problems
- stale runtime state
- incorrect logical destination assignment
Do not troubleshoot only from the desk
When possible, have one person at the physical device and one person in the admin portal. Pairing and assignment issues are much easier to spot when both views are checked at the same time.
Part of these journeys
Journey pages need an operator sign-in to open.
- Live issue handlingOnsite
Walk-ins, changes, and problems are resolved at the desk.
- Step 4 of 6Recover a device that has stopped syncingIT admin
Each talk goes live from a validated deck or the speaker’s own laptop, with the consent the project requires on record, and the operator sees room faults before the audience does.
- Step 16 of 16Escalate a fault that survives a device restartIT admin
Was this page helpful?