Troubleshooting

The campaign schedule has not started yet — check the start date and time-of-day settings.

No screens are assigned — verify targeting rules or manually assigned screens.

Ad content is still encoding — check the media library for processing status.

Campaign frequency is set to zero — review frequency settings in campaign configuration.

Check that the file format is supported (PNG, JPG, GIF, MP4, MOV, AVI, ZIP).

Verify the file does not exceed the maximum upload size for your account.

If using a slow connection, enable Upload by chunks in Organization settings.

Clear your browser cache and try again.

Statistics may take up to 15 minutes to appear after an ad plays.

The screen may be offline — check screen status on the Screens page.

Check that the date range filter in Statistics includes the current period.

Verify the account is in Active state (not deactivated).

Check if an IP whitelist is configured in Organization settings that might block the user’s IP.

Reset the password from the admin panel, after you have confirmed that the request comes from the account owner.

The Enterprise license may not be active — verify in account settings.

Floor price may be set too high for the market.

Check that the programmatic integration is enabled in Settings > Integrations.

Launch the player application as Administrator.

Check launch arguments if they are used.

Delete cache in %userprofile%\AppData\Local\CityScreen\CSPlayer and restart the player.

Verify the player bit-version matches your Windows bit-version (32-bit vs 64-bit).

Reinstall the player and ensure K-Lite Codec Pack and the C++ library are installed.

Manually launch cityscreen-player.exe from the /lib/player folder. If it opens, contact support.

Update the graphics card (GPU) drivers on the device.

Generate a cyclogram for the screen to verify it has a media plan. If the cyclogram is empty, assign content.

Check that video codecs are installed on the device.

Verify network connectivity — the player needs to download content from the server.

Generate a new PIN and re-enter it in CSPlayer.

Ensure you select the correct Region when connecting (China for China, Global for other locations).