Channel thumbnails in Groups

​@aberns thanks for outlining your setup. Since this previously worked, the change you mentioned may help us narrow down what happened. When you say that “IT made some changes,” are you referring to your organization’s IT team or the Appspace team? If it was your IT team, do you know what was changed?

In the meantime, when a device displays the first card in a channel instead of the assigned thumbnail, it may indicate that the latest channel configuration has not fully synced.

A few things to check:

• Manually sync the device from the device management portal.
• Confirm that the thumbnail is saved by opening the channel or channel group and navigating to Settings → Overview → Edit thumbnail, then selecting Apply.
• Verify that the Appspace app and device firmware are up to date.

If the issue continues, could you also share the device type, Appspace app version, and whether the correct thumbnail appears in the console but not on the device? These details will help narrow down whether this is a synchronization, device-version, or configuration issue.

thanks Dawn for the insigths

1. I did manually sync and it shows up to date
2. The thumbnail is there, I even logged out, cleared cache and logged back in with incognito to confirm that it is in the channel
3. the preview of the device in appspace doesn’t show the thumbnail either.
4. I also waited overnight to check, and it still did not change

IT made a change to move us from a direct login to SSO, so my login changed as well, but all the asstes did get moved.  To further document what I tested

1. Created a new channel with a new thumbnail
2. Created a new Group and added that channel to the group
3. Published the group to the same device
4. The group shows up, but again, no icon.

I am running windows app version 2.100 (upgraded today) (not the UWP), but that made no difference.

​@aberns thanks for sharing those details and documenting everything you tested. Since the device preview in the Appspace console also displays the first card instead of the thumbnail, this does not appear to be a browser-cache issue or a delay in the Windows device syncing. The SSO change may be coincidental, especially since your assets were migrated successfully.

One additional setting worth checking is Channel Selection Mode:

1. Go to Dashboard → Devices and select the device.
2. Open Settings → Configuration.
3. Locate Channel Selection Mode.
4. If it is set to Admin Assigns Single Channel, try changing it to Autoplay Published Channels, which is the recommended setting when publishing playlist channels.

Please also confirm that the device, channel, and channel group are assigned to the same network and location.

If those settings are already correct, this may require a closer review by Appspace Support. The fact that the behavior occurs with both existing and newly created channels—and is also reflected in the console preview—will be helpful information to include in the support case. Let me know how it goes. If the issue continues after checking those settings, we’ll help connect you with Appspace Support for further assistance.

If I choose Autoplay published channels, that defeats the purpose, and no icons show up at all, it just plays everything.  I would have to publish each channel individually, and it would just play them.  And everything is in the same network, if not nothing would play. and location.  I have tried to open a ticket, but for whatever reason, it just times out on the submit.  No error, no thing