Snapshots are not Up-To-Date

Question:

When I try to view the screenshots of my units on Site Manager they appear out-of-date or blank.  I have deployed content, where the client indicates that the content is playing and yet Site Manager screenshot is showing blank or is old content, why?

Resolution:

Firstly, an active Internet connection is required to allow the upload of the screenshots from the units to the PLUS! Network servers, where your Site Manager pulls the data down from to populate the view.  

If you are showing videos, then the screens will often be black due to the way that computers render the video, meaning it cannot grab the screenshot.  This can also be seen when doing a view screen the screen is black, however the line across the top of the view indicates that there is a video playing.  This is all normal and not cause for concern.  The screenshot is designed to show other types of content including any error messages, or as is shown on that site, any times if e.g. the playlist is misconfiguration and the Acquire default logo is showing.

To see the current state of a unit, double-click it and hover over the screenshot to see the last recorded date-time-stamp (to make this larger, simply click on the image).

This date-time-stamp should be within an hour of the same the last contact indicated by the unit in the main view.  If it is out by an hour and is more than a few days old then it would be prudent to confirm consistent network connectivity and up time on the unit(s) in question.

There is a folder located on the PC running either Acquire Editor Suite or Site Manager, standalone which stores the screenshots as .jpeg or .jpg.  You can see it here on your local PC in %Temp%\~SiteManagerScreenSnapshots.  This will be especially helpful as from here you can determine when the last screenshot was successfully uploaded or downloaded to help with troubleshooting, this information combined with log files will greatly assist in pinpointing when, where and more importantly why the screenshots are not up-to-date.

Please note: Snapshots should only be used a guide of what occurred on the Player recently.  If you have any concern with the on-screen you should check the logs and remotely View/Interact with the Screen.