Applies to: Manager Broadcast

Issue

A broadcast stops appearing on one or more displays before you expected it to.

What to check first

Work through these steps in order:

  1. Note the broadcast type used (Standard, Urgent, Playlist, Web page, Media, Presentation, or Layout).

  2. Check the broadcast's configured duration or end-time setting to confirm whether it was set to stop at the time it did.

  3. Check whether Continue broadcast when device is online was enabled for this broadcast.

  4. Confirm the content type and format or URL used, since some content types behave differently during a broadcast.

  5. Confirm the device's license status, since some broadcast types require a Manager Advanced license.

  6. Check whether the device's network connection or power state changed around the time the broadcast stopped.

  7. Note the exact time the broadcast stopped and gather a screenshot or any available logs.

Additional notes

Some additional points that may be useful:

  • This is a support-facing triage checklist. The common causes of an early broadcast stop have not yet been confirmed, so this is not a definitive root-cause explanation.

When to contact Support

Contact Support with the details below for triage. If the same pattern repeats across multiple cases after these checks, Support will escalate to PM/Engineering for further investigation.

Information to include in your ticket

To help us resolve this faster, please include:

  • Broadcast type

  • Broadcast duration / end time setting

  • Whether Continue broadcast when device is online was enabled

  • Content type and file format or URL

  • Affected device model(s)

  • License status

  • Network status at the time of the stop

  • Any power or restart events around the stop time

  • Exact stop time and screenshots or logs if available

Related articles

For a more detailed breakdown of this topic, visit the KnowledgeBase articles below: