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  4. Windows Players Common Troubleshooting
  1. Home
  2. Knowledge Base
  3. Players
  4. Windows
  5. Windows Players Common Troubleshooting

Windows Players Common Troubleshooting

Players offline / Not performing Health Checks

  1. If your Windows media player is no longer checking in with the software and performing health checks on the Players page (red icons with past date/time), please try the following steps:
  2. Unplug the power cable from either the player end or on the wall outlet
  3. Plug the power cable back in
  4. Check the Players page in the software to confirm that the player has performed a health check (green icon, current date/time).
  5. If the player is still not performing a health check, you may need to plug in a USB keyboard and mouse and press Alt + F4 on your keyboard to close the EngagePHD app.
  6. Open your browser from the desktop and see if you can get out on the internet. If you can, restart the player to relaunch the software.
  7. If the player has not performed a heath check after rebooting, please contact your local IT or internet service provider to help you troubleshoot internet connectivity.

Content is not showing on my screens

  1. If content is not showing on the screen, please ensure that the screen is on the correct input/source.
  2. Press the Input or Source button on the screens IR remote.
  3. Depending on the type of cable that is coming from the player to the screen, this is what the input/source should be on.
  4. If the source is correct, please try to unplug the power supply to the player, then plug it back in to restart the player.
Updated on March 28, 2019

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