Frequently asked questions

A device shows offline in the panel

Symptoms: red icon, old "Last heartbeat".

Checks:

1. Does it have power and is the screen on?
2. Is it online? Try opening any website in the agent's browser, or ping from another device on the same network.
3. Is the Server URL in the agent correct? (https://rds.digitalsignagerds.com)
4. Does the Device ID in the agent match the RDSXXXX in the panel?
5. Check the agent logs: Actions → Logs. Typical errors:
   • 401 Unauthorized — ID or URL mistyped.
   • Connection refused / timeout — local network issue (firewall, DNS, etc.).

Linux: journalctl -u kiosk-browser -f over SSH for detail.

The playlist isn't updating

Symptoms: you made changes in the playlist but the device keeps playing the old one.

Checks:

1. Did you Save the changes? Until you click Save the changes are local to your browser.
2. Wait for the next heartbeat (≤1 min). The agent checks the list, downloads the new files and plays them on the next loop.
3. Is the playlist scheduled (has a date)? If the date hasn't arrived yet, the device won't play it.
4. Is the device online? (See previous question.)

I forgot the admin-menu password

• From the panel — go to Edit kiosk and click Change device passcode for admin menu. The change applies on the next heartbeat (≤1 min). Until then the device accepts the old password.
• If you don't have panel access either — contact your admin or support.

How do I update the agent?

Android: updates are typically pushed remotely from the server. To force one, uninstall the app and reinstall the latest APK.

Linux — re-run the same install one-liner (it detects an existing checkout, does git fetch + reset --hard origin/main on /opt/promobrowser and re-runs deps + service install idempotently):

curl -fsSL https://rds.digitalsignagerds.com/install.sh | sudo bash
sudo systemctl restart kiosk-browser

A scheduled charge failed

Stripe retries automatically three times over the following days. You'll get emails with a link to update the payment method.

To add or update a card: Profile → Payment methods.

If retries keep failing, your plan moves to past_due and Promotienda is contacted.

Can I use my own Android / Linux hardware?

Yes. That's option B and C of the Quickstart. You need:

• Compatible hardware (Android 5.0+ or Debian 12+/Ubuntu 22.04+).
• A device created in the panel to get an RDSXXXX ID.
• Install the matching agent.

You lose the convenience of plug & play and the 1-year free licence (which only applies to catalogue purchases), but gain flexibility.

Can I reassign a device to a different company?

Only superusers can move a device between companies. Contact support.

How long does a catalogue device take to ship?

Depends on country and stock. Promotienda emails you when the order moves to shipped; the delivery window is stated at purchase time. Shipping only within the European Union.

How do I know what version my agent is on?

• Panel — Version column in the device list.
• Android — Settings → version.
• Linux — Settings → Server tab → App version.

My videos have been "Pending verification" for days

Verification is done by you, not by Promotienda. The system doesn't mark anything automatically — you must:

1. Go to Videos, click Verify on the video row.
2. Pick a test device — the system sends the video as a Verification playlist.
3. Walk over to the screen and confirm it plays right.
4. Back in the panel, click Validate to mark it verified.

Detail of the full flow.

Recommendation: keep a dedicated verification device, accessible internally. Verify every piece of content there before adding to production playlists — avoid black screens caused by files your hardware can't decode.

How do I clear the device's cached files?

Linux — Settings → Browser tab → Remove Local Videos.

Android — Admin Settings → cache-clear option, or uninstall and reinstall the app.