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Content Problems

Comprehensive troubleshooting for content sources, media library, layouts, and content display issues.

Quick Reference​

Content Not Displaying:

Media Issues:

Dynamic Content:

Layout Issues:

Content Not Displaying​

Content Not Showing​

Symptoms:

  • Content area shows blank/empty
  • "No content" placeholder visible
  • Content was working but now missing
  • Entire layout blank

Troubleshooting Steps:

Step 1: Verify Content Source Active​

Check Source Status:

  1. Go to Content Sources
  2. Find the content source
  3. Verify Is Active toggle is ON
  4. If OFF, enable and save

Content Source Deleted:

  • Source may have been deleted
  • Check if source still exists in list
  • Create new source if needed
  • Reassign to layout

Step 2: Confirm Layout Assignment​

Content Must Be in Layout:

  1. Go to Layouts → Click layout
  2. Open Layout Editor
  3. Verify content area exists on canvas
  4. Check content source is assigned to area
  5. Save if changes made

No Content Area:

  • Layout may be empty
  • Add content area to canvas
  • Assign content source
  • Publish layout

Step 3: Check Display Assignment​

Display Must Have Layout:

  1. Go to Displays → Click display
  2. Verify layout is assigned under Active Layout
  3. If wrong layout, select correct one
  4. Save changes

Display Must Be Online:

Step 4: Verify Content Source Configuration​

Content Type-Specific Checks:

For LIBRARY Content (Images/Videos):

  • Media file still exists in library?
  • Media file active (not archived)?
  • File format supported?

For INTEGRATION Content (RSS, Weather, etc.):

  • Integration connected and authorized?
  • API credentials valid?
  • No rate limit exceeded?
  • Last fetch successful?

For TEXT Content:

  • Text field not empty?
  • Text color not same as background?
  • Font size not zero?

Step 5: Clear Cache and Refresh​

Force Display Refresh:

  1. On display device, hard refresh: Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac)
  2. Or clear browser cache completely
  3. Content should reappear

Refresh Content Source:

  1. Edit content source
  2. Save without changes (triggers refresh)
  3. Wait 30 seconds for update
  4. Check display

Wrong Content Displaying​

Symptoms:

  • Display shows different content than expected
  • Old content still showing
  • Content from different layout appearing
  • Mixed/jumbled content

Common Causes:

1. Wrong Layout Assigned​

Verify Layout:

  1. Check which layout is assigned to display
  2. Compare with what you expect to see
  3. Update layout assignment if wrong

Multiple Layouts:

  • May have similarly named layouts
  • Check layout preview to verify
  • Rename layouts for clarity if needed

2. Schedule or Playlist Active​

Schedule Override:

  • Schedules override layout assignments
  • Check display for active schedule
  • Schedule determines what shows when

Playlist Rotation:

  • Playlists cycle through multiple layouts
  • Display may be showing different layout in rotation
  • Check playlist assignment and duration

Solution:

  1. Go to display settings
  2. Check Active Schedule and Active Playlist
  3. Remove if not wanted
  4. Or adjust schedule/playlist rules

3. Content Source Changed​

Content Updated:

  • Content source may have been edited
  • Dynamic content (RSS, weather) updates automatically
  • Check content source last update time

Wrong Source Assigned:

  • Layout may have wrong content source
  • Edit layout and verify sources
  • Update to correct sources

4. Cached Old Content​

Browser Cache:

  • Display browser may have cached old content
  • Force refresh to clear cache

Solution:

  1. Force refresh on display
  2. Clear browser cache
  3. Restart browser if needed
  4. Re-register display if persists

Partial Content Missing​

Symptoms:

  • Some content areas show, others don't
  • Inconsistent content display
  • Some integrations work, others fail
  • Mixed success across content areas

Troubleshooting:

Check Each Content Source​

For each missing content area:

  1. Verify source is active
  2. Check source has data (not empty)
  3. Verify integration connected (if applicable)
  4. Test source individually

Common Patterns​

All Integration Content Missing:

  • Network connectivity issue on display
  • Firewall blocking integration APIs
  • Check display internet connection
  • Verify no corporate firewall

All Media Content Missing:

  • Google Cloud Storage access issue
  • Check display can access *.googleapis.com
  • Verify internet connection stable

Random Content Missing:

  • Individual source issues
  • Check each source status
  • Fix failing sources one by one

Media Issues​

Images Not Loading​

Symptoms:

  • Broken image placeholder
  • Image area blank
  • Image loads slowly or not at all
  • Some images work, others don't

Common Causes:

1. Image File Issues​

File Format:

  • Supported: JPG, JPEG, PNG, GIF
  • Not supported: BMP, TIFF, WebP, SVG, HEIC
  • Convert unsupported formats to JPG/PNG

File Corrupted:

  • Re-upload image
  • Try different image
  • Check image opens on your computer

File Too Large:

  • Maximum size: 25 MB
  • Compress image before upload
  • Tools: TinyPNG, ImageOptim, Squoosh
  • Recommended: Keep under 5 MB for best performance

2. Network Issues​

Slow Download:

  • Large images take time to download
  • Check display internet speed (minimum 5 Mbps)
  • Compress images to reduce size

Connection Lost:

  • Image download interrupted
  • Check display online status
  • Verify stable internet connection

3. Image URL Issues​

URL Changed:

  • If using external URL (custom integrations)
  • URL may have changed or expired
  • Update to new URL

Access Permissions:

  • Display may not have access to image
  • For Google Cloud Storage, verify permissions
  • Check image isn't private/restricted

4. Display Rendering​

Browser Compatibility:

  • Some image formats may not render on all browsers
  • Use JPG or PNG for best compatibility
  • Update browser to latest version

Memory Limit:

  • Too many large images may exhaust device memory
  • Reduce image count per layout
  • Compress images
  • Restart display device

Videos Not Playing​

Symptoms:

  • Video doesn't start
  • Black screen where video should be
  • "Video could not be loaded" error
  • Video plays but no audio
  • Video stutters or buffers

Common Causes:

1. Video Format Issues​

Unsupported Codec:

  • Recommended: MP4 with H.264 codec
  • Supported: MP4, MOV, AVI
  • Not recommended: MKV, FLV, WebM (browser support varies)

Re-encode Video:

  1. Use HandBrake or FFmpeg
  2. Export as MP4 with H.264 codec
  3. 30 fps frame rate
  4. 1920x1080 resolution maximum
  5. 3-5 Mbps bitrate
  6. Re-upload to BrandCast

2. File Size and Length​

Video Too Large:

  • Maximum: 2 GB
  • Compress video to reduce size
  • Keep videos under 2 minutes for best performance

Network Bandwidth:

  • Large videos require good internet
  • Minimum: 10 Mbps recommended for video
  • Ideal: 25+ Mbps for smooth playback
  • Use ethernet instead of WiFi

3. Audio Issues​

No Audio Playing:

  • Most displays are muted (by design)
  • BrandCast defaults to video with audio OFF
  • Audio not recommended for public displays
  • Enable audio in video settings if needed (break rooms only)

Audio Causing Issues:

  • If audio enabled, check volume on display device
  • Verify audio output device selected (speakers vs headphones)
  • Test with audio OFF to isolate issue

4. Autoplay Restrictions​

Browser Autoplay Policy:

  • Modern browsers restrict autoplay with audio
  • BrandCast handles this automatically
  • Videos should autoplay without sound
  • If issues, check browser autoplay settings

Workaround:

  1. Disable audio on videos
  2. Update browser to latest version
  3. Clear browser cache
  4. Allow autoplay for display.brandcast.app

5. Performance Issues​

Video Stuttering:

  • Device hardware insufficient
  • Reduce video resolution (720p instead of 1080p)
  • Reduce bitrate (3 Mbps instead of 5 Mbps)
  • Close other applications on device
  • Upgrade to more powerful device

Buffering:

  • Internet connection too slow
  • Test internet speed on display
  • Upgrade internet plan
  • Use ethernet connection
  • Compress video further

Media Upload Failures​

Symptoms:

  • Upload stuck at 0%
  • "Upload failed" error
  • Upload times out
  • File rejected

Common Solutions:

1. File Size Limits​

Check Limits:

  • Images: 25 MB maximum
  • Videos: 500 MB maximum (Standard/Professional)
  • Videos: 2 GB maximum (Enterprise)

Reduce File Size:

  • Images: Use TinyPNG, ImageOptim, Squoosh
  • Videos: Use HandBrake, FFmpeg, reduce resolution/bitrate

2. File Format​

Supported Formats:

  • Images: JPG, JPEG, PNG, GIF
  • Videos: MP4 (H.264), MOV, AVI

Unsupported Formats:

  • Images: BMP, TIFF, WebP, HEIC, SVG
  • Videos: MKV, FLV, WMV, WebM

Convert Files:

  • Images: Use online converter or Preview (Mac) / Paint (Windows)
  • Videos: Use HandBrake or FFmpeg to export as MP4

3. File Name Issues​

Invalid Characters:

  • Avoid: ! @ # $ % ^ & * ( ) [ ] { } < > ? / \ |
  • Use only: Letters, numbers, hyphens (-), underscores (_)
  • Keep file names under 100 characters
  • No emojis or special Unicode characters

Good File Names:

  • spring-sale-banner.jpg
  • product-demo-video-2024.mp4
  • store-hours-graphic.png

Bad File Names:

  • spring sale!!! (final).jpg
  • video #1 @best.mp4
  • hours&locations.png

4. Network/Connection Issues​

Upload Interrupted:

  • Unstable internet connection
  • Upload large files on stable connection
  • Use ethernet instead of WiFi
  • Don't close browser during upload

Timeout:

  • Large files may timeout
  • Try smaller batch (upload 5-10 files at a time)
  • Upload one large video at a time
  • Increase upload timeout (contact support for Enterprise)

5. Browser Issues​

Cache Full:

  1. Clear browser cache
  2. Close and reopen browser
  3. Try upload again

Browser Extension Conflict:

  1. Disable browser extensions
  2. Try incognito/private mode
  3. Try different browser

Outdated Browser:

  • Update to latest browser version
  • Chrome recommended
  • Clear cache after update

Dynamic Content Issues​

RSS Feed Not Updating​

Symptoms:

  • Feed shows old items
  • New posts don't appear
  • "Last updated" timestamp old
  • Feed shows stale content

Troubleshooting Steps:

Step 1: Check Feed Status​

Verify Feed Active:

  1. Go to Content Sources → Integrations
  2. Find RSS feed
  3. Check Is Active toggle is ON
  4. View Last Fetch Status

Last Fetch Failed:

  • If status shows error, feed URL may be broken
  • Read error message for details
  • Fix issue described in error

Step 2: Test Feed URL​

Verify Feed Still Works:

  1. Copy RSS feed URL
  2. Paste in browser
  3. Should see XML content (not formatted page)
  4. Check content is recent

Feed URL Changed:

  • Website may have changed RSS URL
  • Find new feed URL
  • Update in content source settings
  • Save changes

Feed No Longer Exists:

  • Website may have removed RSS feed
  • Find alternative feed
  • Or use RSS bridge service to create feed

Step 3: Check Update Interval​

Refresh Frequency:

  1. Edit RSS feed source
  2. Check Update Interval (in seconds)
  3. Default: 300 seconds (5 minutes)
  4. May need to reduce for faster updates

Force Manual Update:

  1. Edit RSS feed
  2. Click Test Connection
  3. Verify items load
  4. Save (triggers refresh)

Step 4: API Rate Limits​

Too Many Requests:

  • Some feeds limit how often you can fetch
  • If hitting rate limit, error message will indicate this
  • Increase update interval (e.g., from 5 min to 15 min)
  • Contact feed provider if persistently blocked

BrandCast Quotas:

  • Standard plans: Generous RSS fetch limits
  • Enterprise: Unlimited fetches
  • Contact support if hitting limits

Step 5: Content Filters​

Filters Excluding Content:

  • If using include/exclude filters (Accounts with 5+ displays)
  • Filters may be excluding all content
  • Review filter rules
  • Adjust or remove filters

No Matching Items:

  • Feed may have content but none matching filters
  • Check feed for items
  • Adjust filter criteria

Weather Not Showing​

Symptoms:

  • Weather widget blank
  • "Weather unavailable" message
  • Outdated weather data
  • Wrong location weather

Troubleshooting Steps:

Step 1: Verify Location​

Check Location Settings:

  1. Go to Content Sources → Find weather source
  2. Verify Location (ZIP code or city name)
  3. Ensure location format correct
    • US ZIP codes: 5 digits (e.g., 10001)
    • City names: "New York, NY" or "London, UK"
  4. Save if changed

Location Not Found:

  • Try different format (ZIP vs city name)
  • Verify spelling of city name
  • Try nearby larger city
  • Check for international format (use country code)

Step 2: Check API Status​

Weather API Working:

  • BrandCast uses third-party weather service
  • Service may be temporarily down
  • Check status.brandcast.app for outages
  • Usually resolves automatically

API Key Valid:

  • BrandCast manages API keys automatically
  • Enterprise plans can use custom API keys
  • Verify custom key valid if using one

Step 3: Refresh Interval​

Update Frequency:

  • Default: 15 minutes
  • Weather data updates periodically
  • Old data shown until next fetch

Force Refresh:

  1. Edit weather source
  2. Save without changes
  3. Waits for next update cycle
  4. Or reduce refresh interval temporarily

Step 4: Display Permissions​

Location Services:

  • If using auto-detect location (Enterprise)
  • Browser may block location access
  • Enable location permissions in browser
  • Or use manual ZIP code/city instead

Calendar Events Missing​

Symptoms:

  • Calendar shows no events
  • Expected events not appearing
  • Calendar was working but now empty
  • "No upcoming events" when there should be

Troubleshooting Steps:

Step 1: Verify Calendar Connection​

Check Integration Status:

  1. Go to Content Sources → Integrations
  2. Find calendar source
  3. Check Connection Status
  4. If disconnected, click Reconnect

Reauthorize Calendar:

  1. Click Reconnect or Authorize
  2. Log in to Google (for Google Calendar)
  3. Grant calendar access permissions
  4. Confirm authorization
  5. Return to BrandCast

Step 2: Check Calendar Selection​

Correct Calendar Selected:

  • You may have multiple calendars
  • Verify correct calendar selected in source settings
  • Some calendars may be hidden/inactive

Calendar Permissions:

  • BrandCast needs read access to calendar
  • Check Google Calendar sharing settings
  • Ensure BrandCast app has access

Step 3: Date Range Settings​

Days Ahead:

  1. Edit calendar source
  2. Check Days Ahead setting (e.g., 7, 30)
  3. Events outside range won't show
  4. Increase range if needed

No Events in Range:

  • Calendar may have no upcoming events
  • Check calendar directly (Google Calendar website)
  • Create test event to verify connection

Step 4: Event Filters​

Calendar Filters:

  • If filtering by event type, category, or keyword
  • Filters may exclude all events
  • Review filter settings
  • Adjust or remove filters

Private Events:

  • Private events may not show
  • Check event privacy settings
  • Make events public or use different calendar

Step 5: iCal Feed Issues​

For iCal/ICS Feeds:

Feed URL Changed:

  • iCal feed URL may have changed
  • Regenerate iCal feed URL
  • Update in content source
  • Save changes

Feed Format:

  • Verify feed URL is .ics format
  • Test feed URL in browser
  • Should download .ics file

Access Permissions:

  • Feed must be publicly accessible
  • Check sharing settings
  • Make feed public or use authentication (Enterprise)

Layout Issues​

Layout Looks Different​

Symptoms:

  • Layout doesn't match what you designed
  • Content areas in wrong positions
  • Content sizes different than expected
  • Layout broken or misaligned

Common Causes:

1. Display Resolution Difference​

Different Screen Sizes:

  • Layout designed for one resolution
  • Display has different resolution
  • Content may scale or reposition

Solution:

  • Design layouts for target display resolution
  • Use responsive sizing (percentages vs pixels)
  • Test on actual display device
  • Create resolution-specific layouts if needed

2. Browser Zoom​

Display Browser Zoomed:

  • Browser zoom not at 100%
  • Causes layout to scale incorrectly

Fix on Display:

  1. Reset zoom: Ctrl+0 (Windows/Linux) or Cmd+0 (Mac)
  2. Verify zoom at 100%
  3. Layout should render correctly

3. Cached Old Layout​

Browser Cache:

  • Display showing cached version of layout
  • Changes made in editor not reflected

Solution:

  1. Hard refresh on display: Ctrl+Shift+R or Cmd+Shift+R
  2. Clear browser cache
  3. Restart browser
  4. Layout should update to current version

4. Content Overflow​

Content Too Large:

  • Content exceeds content area size
  • May cause layout to break or shift

Solution:

  1. Resize content area in Layout Editor
  2. Scale content to fit
  3. Use "Fit" or "Cover" settings for images
  4. Reduce font size for text

5. Unpublished Changes​

Draft Layout:

  • Changes saved as draft but not published
  • Display shows last published version

Solution:

  1. Go to Layouts → Click layout
  2. Click Publish button
  3. Confirm publish
  4. Display updates to new version

Content Overlapping​

Symptoms:

  • Content areas overlap each other
  • Text on top of images
  • Multiple content layers visible
  • Content blocking other content

Cause: Z-Index Layering

Content areas stack based on z-index (layer order):

  • Higher z-index = in front
  • Lower z-index = behind
  • Default: Last added is on top

Solution:

Adjust Z-Index:

  1. Go to Layout Editor
  2. Select overlapping content area
  3. In properties panel, find Z-Index setting
  4. Adjust number:
    • Background: 0-10
    • Middle layer: 11-50
    • Foreground: 51-100
  5. Save and publish layout

Reposition Content:

  • Move content areas so they don't overlap
  • Resize content areas to fit
  • Use grid layout to organize areas

Content Cut Off​

Symptoms:

  • Content extends beyond visible area
  • Text cut off mid-sentence
  • Images partially visible
  • Content area too small

Solutions:

1. Resize Content Area​

Make Area Larger:

  1. Open Layout Editor
  2. Select content area
  3. Drag corners to resize
  4. Ensure area large enough for all content
  5. Save and publish

2. Adjust Content Fit​

For Images:

  • Use "Fit" mode (shows entire image, may have letterboxing)
  • vs "Cover" mode (fills area, may crop image)

For Text:

  • Reduce font size
  • Increase content area size
  • Enable text wrapping
  • Reduce content amount

3. Content Scrolling​

Enable Scrolling:

  • For text-heavy content
  • Enable scrolling in content area settings
  • Content scrolls automatically
  • Adjust scroll speed

4. Dynamic Content Overflow​

Variable Content Length:

  • RSS feeds, calendars may have variable content
  • Plan for maximum content length
  • Make content area larger than needed
  • Or limit number of items shown

Content Source-Specific Issues​

Google Slides Not Updating​

Symptoms:

  • Slides show old content
  • Changes in Google Slides don't appear
  • Slides not advancing

Solutions:

Check Sharing:

  1. Open Google Slides presentation
  2. Click Share
  3. Ensure "Anyone with the link can view"
  4. Copy link and verify it's same link in BrandCast

Update Link:

  • If changed presentation link, update in BrandCast
  • Reshare presentation with BrandCast

Refresh Interval:

  • Slides refresh every 15-60 minutes
  • Force refresh by editing content source and saving
  • Wait for next refresh cycle

See: Integration Problems - Google Slides

Stock Market Data Not Updating​

Symptoms:

  • Stock prices stale or outdated
  • Tickers show "N/A"
  • Wrong stock symbols

Solutions:

Verify Stock Symbols:

  • Use correct ticker symbols (e.g., AAPL, GOOGL, MSFT)
  • Symbols are case-insensitive but must be valid
  • Check symbols on Yahoo Finance or Google Finance

Market Hours:

  • Stock data only updates when market is open
  • Outside market hours: Shows last closing price
  • Weekends/holidays: No updates

Update Interval:

  • Default: 60 seconds
  • Reduce for more frequent updates (Enterprise)
  • Beware of API rate limits

Countdown Timer Issues​

Symptoms:

  • Countdown not moving
  • Wrong time displayed
  • Countdown finished but still showing

Solutions:

Check Target Date:

  1. Edit countdown source
  2. Verify target date/time correct
  3. Check timezone settings
  4. Save if changed

Countdown Expired:

  • Configure what to show after countdown ends
  • Options: Hide, show "Event started", show custom message
  • Edit source to set expired behavior

Timezone:

  • Countdown uses display's timezone
  • Verify display timezone matches event timezone
  • Adjust target time for timezone difference

Prevention and Best Practices​

Content Quality​

Before Publishing:

  • Test content on actual display device
  • Verify all images and videos load
  • Check text is readable from viewing distance
  • Ensure dynamic content (RSS, weather) updating
  • Preview layout in different resolutions

Regular Maintenance​

Weekly:

  • Review content source status (all active?)
  • Check for failed integrations
  • Archive outdated content
  • Test random sample of displays

Monthly:

  • Audit content library (remove unused)
  • Review and update RSS feeds
  • Reauthorize integrations if needed
  • Update media with fresh content

Quarterly:

  • Deep clean media library
  • Update all layouts with new branding
  • Review content performance analytics
  • Optimize high-traffic layouts

Content Optimization​

Images:

  • Compress before upload (85-90% quality)
  • Use JPG for photos, PNG for graphics
  • Maximum resolution: 1920x1080
  • Keep file sizes under 5 MB

Videos:

  • Use H.264 codec (MP4 format)
  • Keep under 2 minutes
  • 1080p maximum resolution
  • 3-5 Mbps bitrate
  • No audio (or low volume)

Text:

  • Minimum 24px font size
  • High contrast colors
  • Short messages (3-5 seconds to read)
  • Test readability from 10+ feet

Dynamic Content:

  • Set appropriate refresh intervals
  • Monitor API usage
  • Cache when possible
  • Have fallback content for errors

Getting Help​

Still Having Content Issues?

  1. Check Other Guides:

  2. Review Feature Guides:

  3. Contact Support:

    • Email: [email protected]
    • Include: Content source details, error messages, screenshots
    • Attach sample media files if relevant
    • Describe expected vs actual behavior

Next Steps​