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Troubleshooting: Ad Manager

Having issues with advertisements or rear screen displays? Find solutions below.

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Common Issues

IssuePossible CauseResolution
Ad not appearing on rear screenAd is inactive or scheduling incorrectEnsure ad status is “on” and scheduling matches current date/time
Ad changes not reflectedRefresh cycle incompleteWait ~30 seconds or log into the till to force refresh
Ads appearing at wrong timesDaily time window not setEdit ad to correct daily start/end times
Ads showing on wrong daysDays of week not set correctlyEdit ad and verify correct days selected

Problem: Ad Not Appearing on Rear Screen

Symptoms:

  • Created ad but not displaying on rear screen
  • Ad shows as active in dashboard but not visible to customers
  • Rear screen shows other ads but not this one

Solution:

Check ad status and scheduling.

Verify:

  1. Open HQ → Site → Ad Manager
  2. Find your ad in the dashboard
  3. Check status shows as “Active” or “On”
  4. Click ⋮ → Edit
  5. Verify scheduling settings:
    • Current date is between Start Date and End Date (if set)
    • Current time is within Daily Start/End Time (if set)
    • Today’s day of week is selected (if specific days set)
    • Correct location/venue is selected (if location-specific)

Test:

  1. If scheduling is wrong, update and save
  2. Wait 30 seconds for refresh
  3. Check rear screen again
  4. If still not showing, log into till to force refresh

Note:

  • Ads with no scheduling run 24/7
  • Check other ads aren’t set to higher priority
  • Verify rear screen is powered on and connected

Problem: Ad Changes Not Reflected

Symptoms:

  • Made changes to ad in HQ
  • Rear screen still shows old version
  • Dashboard shows updated ad

Solution:

Wait for refresh cycle or force refresh.

The system refreshes every ~30 seconds automatically.

To force immediate refresh:

  1. Go to the till
  2. Log in or switch users
  3. This triggers immediate sync
  4. Check rear screen

If still not updating:

  1. Verify rear screen is connected
  2. Check Device Mesh status
  3. Restart till if necessary
  4. Check HQ changes were saved

Problem: Ads Appearing at Wrong Times

Symptoms:

  • Ad shows outside desired hours
  • Ad displays overnight when venue closed
  • Ad runs on wrong days

Solution:

Configure daily time windows and days of week.

Set daily time restrictions:

  1. Open HQ → Site → Ad Manager
  2. Find ad and click ⋮ → Edit
  3. Enable scheduling if not already on
  4. Set Daily Start Time (e.g., 8:00 AM)
  5. Set Daily End Time (e.g., 10:00 PM)
  6. Save changes

Set days of week:

  1. In same scheduling section
  2. Check only the days you want ad to run
  3. Uncheck days it shouldn’t appear
  4. Save changes

Example:

  • Lunch special: Daily 11:00 AM - 2:00 PM, Monday-Friday only
  • Happy hour: Daily 5:00 PM - 7:00 PM, all days
  • Weekend promo: All day Saturday-Sunday only

Problem: Ads Showing on Wrong Days

Symptoms:

  • Monday special shows on Wednesday
  • Weekend ad appears on weekdays
  • Ad runs every day instead of specific days

Solution:

Check and correct Days of Week settings.

Fix it:

  1. Open HQ → Site → Ad Manager
  2. Find ad and click ⋮ → Edit
  3. Scroll to scheduling section
  4. Check “Days of Week” settings
  5. Verify correct days are selected:
    • Monday ✓
    • Tuesday ✗
    • Wednesday ✗
    • etc.
  6. Uncheck any wrong days
  7. Check any missing days
  8. Save changes

Note:

  • If no days selected, ad runs every day
  • Days must be explicitly checked
  • Changes take effect after refresh cycle (~30 seconds)

Problem: Can’t Delete an Ad

Symptoms:

  • Delete button not working
  • Error when trying to delete
  • Ad reappears after deletion

Solution:

Deactivate first, then delete.

Steps:

  1. Open HQ → Site → Ad Manager
  2. Find ad and click ⋮
  3. First select Deactivate or Pause
  4. Wait 30 seconds
  5. Click ⋮ again
  6. Now select Delete
  7. Confirm deletion

If still can’t delete:

  • Check you have admin permissions
  • Try from different browser
  • Clear browser cache
  • Contact support if persists

Problem: Image Not Displaying Correctly

Symptoms:

  • Image appears stretched or squashed
  • Image is blurry
  • Image doesn’t fill screen

Solution:

Use correct image format and dimensions.

Requirements:

  • Format: JPG only
  • Resolution: Match your rear screen resolution
  • Aspect ratio: Match screen aspect ratio

Common rear screen sizes:

  • 1920x1080 (16:9 widescreen)
  • 1280x1024 (5:4 standard)
  • 1366x768 (16:9 laptop size)

Fix it:

  1. Check your rear screen resolution
  2. Resize image to match exactly
  3. Upload corrected image
  4. Replace existing ad or create new one

Prevention Tips

✅ Test ads before campaigns - Create and verify display before busy periods

✅ Use descriptive ad names - Makes finding and editing easier

✅ Set scheduling for campaigns - Avoid manual activation/deactivation

✅ Review dashboard regularly - Deactivate expired or unwanted ads

✅ Prepare images in advance - Correct size and format before upload

✅ Document schedule changes - Note when ads should run for team reference

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