Display shows obsolete data / offline status

1. When the display is connected (a green dot appears in the STATUS column of the specific display item)

A) Live view Open the Displays tab. Look for a connected display that appears to have stale/obsolete data. Right click on the display item and select the Live view option. A new Live view window opens.
B) Restart player Click the Restart player button to restart the SimpleVue application. Note: If restarting the player has no effect on the data update, follow the same procedure but click the Reboot controller button. This should restart the UPRD/controller and force it to re-download the data from the server.
C) If restarting the player and/or controller didn't help: Access the web interface of the client by entering the address https://device-ip-address in your browser. Click the Vue logs link and check the logs for request failures and their possible causes. Note: Investigating the logs requires deeper IT knowledge. But don't worry, Simpleway is always ready to help you.

2. When the display is disconnected (a red dot appears in the STATUS column of the specific display item)

Sometimes stale/obsolete data remains on the display even if the controller has lost connection to the server. 

A) Look for possible network problems:

1. Check if the network cable is firmly attached to the controller.
2. Check if the network settings in the controller have changed (possibly due to new DHCP lease).
3. Check if antivirus or firewall rules are blocking the communication. Ports 443 and 53 must be opened.

B) If an OS crash or power outage has occurred and the UPRD/controller has suffered a hard reset:

1. Close the Watchdog and SimpleVue application on the UPRD/controller.
2. Navigate to "C:\ProgramData\Simpleway\Simplevue\configuration".
3. Delete the file "vue.config".
4. Restart the controller.
5. Create a new configuration of the SimpleVue application after the reboot by pressing F2 and filling the server address and Client id.

If you are sure there is nothing wrong with the network and none of the above steps helped, download the VUE logs from the web interface https://device-ip-address and send it to Simpleway for analysis.