Unplanned Outage: Some CUView digital signs have a black screen error
Last Updated:
2024-09-16 08:35:45
Event:
2024-09-12 07:25:00
Status:
Closed
Brief Description:
About 35 CUView digital signs currently display a black screen, however, most digital signs are working correctly. CIT support staff are working with both vendors, Brightsign and Appspace to restore service.
User Impact:
About 35 CUView signs are not displaying any content.
Workaround:
There is no workaround for this issue
Current Status:
Resolved: CIT has a solution for this issue. The root cause is that some customers have uploaded content that is too large for Appspace's recent 8.7 cloud update to handle. Removing the content or reducing the file size resolves the issue. CIT repaired some prominent digital signs over the weekend and will follow up with the remaining customers today.
Services Affected:
Digital Signage
Subsites Affected:
CUView Digital Signs
Full Description:
Resolved: CIT has a solution for this issue. The root cause is that some customers have uploaded content that is too large for Appspace's recent 8.7 cloud update to handle. Removing the content or reducing the file size resolves the issue. CIT repaired some prominent digital signs over the weekend and will follow up with the remaining customers today.
About 35 CUView digital signs currently display a black screen, however, most digital signs are working correctly. CIT support staff are working with both vendors, Brightsign (the media player manufacturer) and Appspace to restore service to the affected signs. After about three minutes, those signs are rebooting but then their sync to Appspace leads either to a brief display of content or a black screen. The error seems to be caused by a sync issue with the Appspace cloud. The tickets have been escalated to their vendor's engineering groups. CIT will update this alert as soon as we have more information.
About 35 CUView digital signs currently display a black screen, however, most digital signs are working correctly. CIT support staff are working with both vendors, Brightsign (the media player manufacturer) and Appspace to restore service to the affected signs. After about three minutes, those signs are rebooting but then their sync to Appspace leads either to a brief display of content or a black screen. The error seems to be caused by a sync issue with the Appspace cloud. The tickets have been escalated to their vendor's engineering groups. CIT will update this alert as soon as we have more information.
CIT TDX ID:
1536357
Timeline of Changes
| Description | Current Status | Date | Time |
|---|---|---|---|
Resolved: CIT has a solution for this issue. The root cause is that some customers have uploaded content that is too large for Appspace's recent 8.7 cloud update to handle. Removing the content or reducing the file size resolves the issue. CIT repaired some prominent digital signs over the weekend and will follow up with the remaining customers today. About 35 CUView digital signs currently display a black screen, however, most digital signs are working correctly. CIT support staff are working with both vendors, Brightsign (the media player manufacturer) and Appspace to restore service to the affected signs. After about three minutes, those signs are rebooting but then their sync to Appspace leads either to a brief display of content or a black screen. The error seems to be caused by a sync issue with the Appspace cloud. The tickets have been escalated to their vendor's engineering groups. CIT will update this alert as soon as we have more information. |
Resolved: CIT has a solution for this issue. The root cause is that some customers have uploaded content that is too large for Appspace's recent 8.7 cloud update to handle. Removing the content or reducing the file size resolves the issue. CIT repaired some prominent digital signs over the weekend and will follow up with the remaining customers today. |
2024-09-16 | 08:35:45 |
About 35 CUView digital signs currently display a black screen, however, most digital signs are working correctly. CIT support staff are working with both vendors, Brightsign (the media player manufacturer) and Appspace to restore service to the affected signs. After about three minutes, those signs are rebooting but then their sync to Appspace leads either to a brief display of content or a black screen. The error seems to be caused by a sync issue with the Appspace cloud. The tickets have been escalated to their vendor's engineering groups. CIT will update this alert as soon as we have more information. |
CIT support staff are working with both vendors, Brightsign (the media player manufacturer) and Appspace to restore service to the affected signs. The tickets have been escalated to their vendor's engineering groups. CIT will update this alert as soon as we have more information. |
2024-09-12 | 08:26:16 |