Why is the App "Out of Sync", has not checked-in in 3hr but can I access the player.

​@tsaucedo here is what I have found: 

Being able to reach the player through BSN.cloud is helpful, but it doesn’t confirm that the Appspace app is communicating with Appspace.

Auto Sync enables automatic content updates; Out of Sync means the device’s content isn’t confirmed as current. In your case, the three-hour gap since the last Appspace check-in suggests an app or connectivity issue that needs investigation. 

Since Force Sync hasn’t helped, try the following:

1. Reboot the player through BSN.cloud, then check whether the Appspace check-in time updates.

2. Verify access to the required Appspace URLs with your IT team. Connectivity to BSN.cloud may still work when access to Appspace is interrupted.

3. Once check-ins resume, if the content still hasn’t updated, validate the channel schedule and test the channel on another working device. You can then try Restart App or Redownload Content, where available.

The Device Out of Sync troubleshooting discussion walks through these checks.

To reduce recurrence, keep the Appspace app and BrightSign firmware on supported, compatible versions and confirm reliable network access to Appspace. Identifying the cause of the missed check-ins will help determine the right preventive action.

For alerts, yes—Appspace supports email notifications for communication loss and content download or sync errors. Enable Device Alerts on the player and configure notification recipients for its location. These alerts cover detected errors, rather than every temporary Out of Sync status. See Create Notifications for Device Locations.

If check-ins don’t resume after the reboot, please open a Support case with the device name/ID, BrightSign model, Appspace app and firmware versions, and the approximate time the issue started. Include that BSN.cloud remains accessible and Force Sync hasn’t resolved it.

Ok. 

But if  “ut it doesn’t confirm that the Appspace app is communicating with Appspace.” Why does Appspace indicate that the device is Online? 

I have rebooted the device 3 times no change.

There is another device in the next room that is “Online” and syncing or shows “In Sync” only this one device is “Out of Sync” for the last 3 hrs. Both devices are on the same network, same brightsign player and firmware and same Appspace version.

How is the App restarted without a device reboot?

Would content cause out of sync issue?  

What does the “Online” status in Appspace portal really mean?  Since “Out of sync” is an indication, the device has not connected for Appspace portal/server.

Hi Tony. 

Here are some answers to your questions:

Why does Appspace indicate the device is "Online" if it hasn't checked in for 3 hours?

• "Online" Status: Refers purely to network heartbeat or WebSocket signaling between the Appspace App/player host and the cloud controller, confirming the device has an active network link.

• "Out of Sync" / Missed Check-ins: Refers to the content and configuration synchronization layer. The device can maintain a network connection ("Online"), but fail to complete its sync/check-in HTTP payload due to localized storage corruption, stuck background threads, or blocked specific API endpoints/subdomains.

Would content cause an "Out of Sync" issue?

Yes, content can directly trigger an "Out of Sync" status. Common content-related causes include:

• Corrupted or Incompatible Files: Unreadable video codecs, corrupted image files, or malformed web cards can cause the Appspace player to stall or freeze during the download/caching phase.

• Storage Space Limits: If a new channel payload exceeds the local micro SD/storage capacity on the BrightSign player, the sync operation fails while the app remains running. It does look like you over your monthly bandwidth usage (201.67/50) which can cause issues. I would look at some of the content you are pushing out to see if that may be an issue, whether that be long videos, or high resolutions pictures, and things of that nature.

What does the "Online" status in the Appspace portal really mean?

The Online status indicates that the Appspace application runtime is active and communicating over its primary socket connection with Appspace cloud servers. It serves as a basic connection heartbeat, whereas the Sync status reflects whether the player has successfully downloaded, unpacked, and validated the latest published content and schedule.

Like you had mentioned earlier, you can do a manual sync through Appspace on the device under the devices tab after selecting the device. We do always recommend a reboot or hard reset of the device if issues persist after some time. Often times after pushing new content to a device, the device will show as out of sync temporarily as it processes the new content. 

If you are still having issues with syncing after learning this, Or content is unable to be pushed to a device and the device is not playing the channels as expected, please open a support ticket so one of our support engineers can investigate any issues further and help you find a resolution.