Signage troubleshooting

Quick fixes for the problems we see most often. Each one follows the same pattern: symptom, likely cause, what to do.

Screen does not respond when you publish

Symptom: you click Publish (or Restore in the history) and the screen never changes, or the operation fails immediately.

1. The Local Agent is not running. Publishing configures the SpinetiX player over your local network, and that job is done by the CreaRack Local Agent on your PC — the browser cannot reach the device by itself. Check the Agent is installed and running, then publish again. See [[crearack—terminal—local-agent]].
2. Wrong device credentials. If you have no saved credential, CreaRack shows the SpinetiX Credentials prompt. A wrong username or password means the player rejects the configuration. Save a working HTTP credential in Config > Credentials so it is picked up automatically — the Agent fetches it securely server-side and you stop seeing the prompt.
3. Wrong IP or unreachable device. The publish targets the IP registered for the device. Ping that IP from the same network as your Agent. If the player got a new IP from DHCP, update the device record.

Content does not appear on the screen

Symptom: the publish reported success, but the screen still shows old content.

• Give it time. SpinetiX players pull content with Scheduled Download — by default they check the publish URL hourly. The change appears on the next check, not instantly.
• Nothing is actually published. The screen plays its current playlist or active schedule. Open Signage > History (Operation History) and confirm a Publish entry exists for that device.
• A schedule is overriding your playlist. If the player has a schedule assigned, the schedule decides what plays; the direct playlist is only the fallback. Check [[crearack—signage—programacion]].
• The asset is not ready. Only assets with status ready go into the feed. Videos pass through processing (transcode + thumbnail) after upload; assets in error are skipped. Re-check the asset in Content.

A screen keeps requesting a link that no longer exists

Symptom: in Signage > History, a banner appears above the operation list: “A device is requesting a publish link that does not exist.”

This means some player on your network is still pulling content from a publish link CreaRack no longer recognizes — typically because the link was revoked, expired, or belonged to a screen that was later restored from a backup. The panel lists each unmatched link with how many requests it has received and when it was last seen.

• This banner only shows to Signage admins (the Admin level on the Signage module permission, not just Edit) — if you don’t see it, that is expected for other roles, not a bug.
• You only see your own organization’s revoked or expired links. A link that belonged to one of your screens and was later revoked or expired stays visible to your organization until it ages out (7 days), so you can reconfigure the screen with its current link (Deploy → Setup).
• You will not see “unowned” links from other organizations. Links with no owner at all (the ones typical after a restore) are only visible to the CreaRack platform team, not to any organization’s admin — this is by design, not a bug in your account.
• Fix: if the link belongs to one of your own screens, open its Deploy → Setup and republish so it picks up its current link. If you don’t recognize the link at all, you can ignore the banner — it will stop once the requesting device is reconfigured or decommissioned.

Player shows Offline

Symptom: the device appears Offline in the dashboard.

CreaRack marks a player online every time the screen fetches its content, and flags it offline after more than 2 hours of silence. So Offline means “the screen has not phoned home lately”:

1. Check the player has power and network.
2. Confirm Scheduled Download is still configured on it (re-publish to reconfigure).
3. If the CreaRack server URL or the device IP changed, publish again so the player gets the current publish URL.

Thumbnails do not load

Symptom: content cards show No preview or a broken image.

• Thumbnails are generated in the background right after upload — video thumbnails need a frame extraction, so give them a minute.
• If the asset ends in status error, processing failed (corrupt or unsupported file). Re-export and upload again.
• An asset can be perfectly playable with no thumbnail; the placeholder is cosmetic.

Client portal will not open

Symptom: your client says the link shows “not found” or keeps asking for a PIN.

• Token was rotated. After Rotate, the old link is dead by design. Send the new one with Copy Link.
• Project inactive or expired. Check the project in Signage > Clients: it must be Active and not past its Expires date.
• Too many PIN attempts. Wrong PINs are limited to 10 per minute; after that the portal answers “Too many PIN attempts. Please wait a minute.” Wait and retry with the correct PIN.

Upload limits

Symptom: upload fails with a “File too large” or file-type error.

• Images (JPEG, PNG, GIF, WebP): up to 50 MB.
• Videos (MP4, WebM, MOV): up to 2 GB.
• HTML5 packages: up to 100 MB.
• The client portal also rate-limits to 30 uploads per minute per link — bulk drops above that should just be retried.

Related

• [[crearack—signage—que-es-signage]]
• [[crearack—signage—pantallas]]
• [[crearack—signage—deploy-and-credentials]]
• [[crearack—signage—client-portal]]
• [[crearack—terminal—local-agent]]

Véase también

• [[crearack—signage—que-es-signage]]
• [[crearack—signage—pantallas]]
• [[crearack—signage—deploy-and-credentials]]
• [[crearack—terminal—local-agent]]