DMP - My Scheduled Content is not Playing Correctly

1. Is the schedule enabled from the checkbox in the lower left of the UI?

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2. Is the system clock correct?

   • If the clock is incorrect, follow these steps to correct it:

     1. Close the DMP software. This is necessary to allow the software to recognize the time change when starting up the application after the change.

     2.  Correct the system date and time. Note you cannot use the network time Sync now button. You can however do the following:

        • Press **Win + R** to open the Run dialog box.

        • Type: timedate.cpl

        • Press Enter.

        • Modify the time and save.

     3. Then re-open the DMP software.

3. Is there a schedule present under Schedule Manager?
   • 
     1. If the schedule ended prematurely
        • Use the Copy Forward feature to extend the previous schedule.
          • DMP 8: DMP 8 User Guide - Copy Schedule
          • DMP 9: DMP 9 User Guide - Copy Schedule
     2. If there is no schedule or it is inaccurate, you can follow the guide linked below:
        • DMP - I Have No Scheduled Content – Swank Motion Pictures, Inc.

4. Was a scheduled item skipped?

   1. Was the system or application recently restarted?

      • If the system or application was recently restarted, the software will not pick up the title that was previously playing. It will instead play the next upcoming scheduled item.

   2. Was the schedule recently updated?

      • If the schedule was recently updated (during content updates normally), there could be an adjustment to licensed content and/or the schedule. The schedule should play the next upcoming scheduled item from the updated schedule.

   3. Scheduled time gaps

      • There have been some reports of scheduled items being skipped when there is not enough of a time gap in between scheduled content items. Try to add a 3-5 second gap in between items to allow for the content to switch over if you are experiencing this issue.

   4. Indeterminate Content Skipping

      • If you are unable to identify the issue based off the previously mentioned suggestions, please export your DMP logs and send them to Swank's Digital Support team for analysis.
        • Export Log Instructions:
          1. Go to the General Settings on DMP 8 or Support for DMP 9 and click Export Logs.
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          2. Save the file to a USB drive.
          3. You will receive a message that the export has been saved. 
          4. Click OK.
             • The zip file is typically very small, and is easy to attach to a ticket or email.