PlayerLync Troubleshooting Guide
Written by Russell Fick
Updated at April 28th, 2023
PlayerLync Customer Troubleshooting Guide
The Admin Portal Page Will Not Load
- Symptom: An error message appears when visiting the Admin Portal or the page continually shows the loading logo
- Possible Cause: Incompatible web browser
- Resolution: Use Google Chrome to access the Admin Portal
- Possible Cause: Cached content is causing a conflict
- Resolution: Clear Chrome’s cache. See How to clear my cache in Chrome
- Resolution: Use a Chrome Incognito Window to login
- Possible Cause: Incompatible web browser
"Audience is missing" when logging in
- Symptom: An error message appears that says "Audience is missing"
- Possible Cause: The bookmark you are using must be updated.
- Resolution: Edit your bookmark and ensure it only contains the main URL. For example, https://companyname.playerlync.net/
The URL should not contain anything after the "playerlync.net/"
- Resolution: Edit your bookmark and ensure it only contains the main URL. For example, https://companyname.playerlync.net/
- Possible Cause: The bookmark you are using must be updated.
Cannot Open the iOS App
- Symptom: App does not open at all
- Possible Cause: App is frozen / stuck
- Resolution: Check if the app is running in the background. If so, force quit the app and / or restart your device.
- Symptom: The app spins on the loading screen
- Possible Cause: The app cannot connect to the PlayerLync server
- Resolution: Verify you are connected to a Wi-Fi network
- Resolution: Contact your IT department and verify that the proper URLs and ports are open to the PlayerLync server. See URLs and Ports that need to be allowed
- Possible Cause: The app cannot connect to the PlayerLync server
Cannot Login to the App
- Symptom: Member gets the error “Incorrect username or password!”
- Resolution: Member may not be submitting correct credentials. Reset the user’s password. See Members: Adding, Managing, & Administrative Privileges for more information.
- Symptom: Member gets the error "You must connect to the server for first login."
- Possible Cause: The app is offline and the member you are attempting to login as has not previously logged into the app.
- Resolution: Get the app online and into an Online mode. Then login with the member.
- Possible Cause: The app is offline and the member you are attempting to login as has not previously logged into the app.
Error: Your company does not allow the store app to be used
- Symptom: When setting up the app for the first time you receive the message:
Your company does not allow the store app to be used. Please contact your system administrator for assistance.- Cause: Your organization has not been enabled to allow installations of the public store app.
- Resolution: Contact your PlayerLync Administrator for further assistance. If you are the PlayerLync Administrator and you would like to enable the public app store please contact PlayerLync Support to have it enabled. (Note: Only authorized contacts will be able to make this request.)
- Cause: Your organization has not been enabled to allow installations of the public store app.
Other App Issues
- If the app has other issues, use the “Delete All Data” option and / or uninstall and reinstall the app.
Stuck on Offline
- Symptom: The app is stuck in an Offline state
- Possible Cause: There is no Internet / network connection
- Resolution: Check that you are connected to Wi-Fi and can browse the Internet
- Possible Cause: App is being blocked from connecting to the PlayerLync server.
- Resolution: Contact your Network Administrator to ensure they are not blocking the connection to your PlayerLync server. See URLs and Ports that need to be allowed
- Possible Cause: There is no Internet / network connection
I do not see any files
- Symptom: There are no files showing in any columns
- Possible Cause: Files have not synced to your device.
- Resolution: Go to the Sync screen and perform a manual sync (you may want to toggle on the "Perform Full Sync" button)
- Resolution: Go to the Sync screen and perform a manual sync (you may want to toggle on the "Perform Full Sync" button)
- Possible Cause: Files have not synced to your device.
Files will not sync
- Symptom: Files will not download when doing a manual sync or automatic sync
- Possible Cause: The device is offline and not connected to the PlayerLync server.
- Resolution: Verify your app is Online
- Resolution: Verify your app is Online
- Possible Cause: The device may be in a Blackout window.
- Resolution: Ask your PlayerLync Administrator if you are in a Blackout window. Perform a sync outside of the blackout window.
- Possible Cause: The device is offline and not connected to the PlayerLync server.
- Symptom: The device is not receiving some files
- Possible Cause: The member has intentionally or unintentionally not been given access to the content.
- Resolution: Verify where the content is published. Check on the Device, Group, and Organization. Perform a search for the file in question. Look at the Path to see where the file is published. See the Publishing articles for more information.
- Possible Cause: A full sync of content hasn’t been performed.
- Resolution: Perform a Full Sync.
- Resolution: Perform a Full Sync.
- Possible Cause: The device may be out of storage
- Resolution: Space will need to be freed up on the device before content will successfully download.
- Possible Cause: The member has intentionally or unintentionally not been given access to the content.
All content is being deleted from the App
- Symptom: Content was previously on the app, but now all content is gone.
- Possible Cause: The offline limit has been reach
- Resolution: Review the Login Report to verify that the member has exceeded the offline limit. If so, make sure the app is online and then login to the app.
- Possible Cause: Content was intentionally or unintentionally removed from an Organization, Group, or Member.
- Resolution: In the Admin Portal search for the file in question and verify that the file is still published appropriately.
- Possible Cause: There have been too many failed login attempts on the device
- Resolution: Verify the member’s credentials and re-sync the content.
- Possible Cause: The offline limit has been reach
A User Cannot Register Their Device
- Symptom: When a user enters their Device ID they receive the message “Invalid Device Info”
- Possible Cause: The Device ID has not been created / added
- Resolution: Add a new Device. See Devices: Adding and Managing for more information.
- Possible Cause: The Device ID is already “Lynced”
- Resolution: Add a new Device or “UnLync” the existing Device. See Devices: Adding and Managing for more information.
- Possible Cause: The Device ID has not been created / added