# Identify campaign playback issues on a display

> Filter the Displays & Devices list to screens with playback issues and open the breakdown of when campaigns stopped playing.

How-to guide · Digital Signage › Monitor and manage displays · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/digital-signage/identify-campaign-playback-issues-on-a-display/

The **Playback Audit** column flags every display where campaigns have stopped playing as expected. Review and resolve playback issues each morning before stores open: a display with a playback issue cannot deliver personalised experiences, and that costs revenue. Allow about 2 minutes for the check.

## Before you begin

- An HQ Admin account.
- Campaign playback monitoring is turned on. See [Configure campaign playback monitoring](https://personalisationhub.com/support-centre/digital-signage/configure-campaign-playback-monitoring/).

## Steps

1. In the left navigation, select **Displays & Devices**.
2. In the **Playback Audit** column header, open the filter and tick **Playback issues**. The list now shows only displays with a playback issue.
3. To work through the most urgent first, add a **Status** filter of **Online**. An online display with a playback issue is a content or configuration problem; an offline one is a connectivity problem.
4. In a display's row, select the playback issue icon. A breakdown opens showing when campaigns stopped playing on that display.
5. To see the full playback history, select the display's **Name** and then the **Campaign Playback** tab.

> **Note:** The **KEY** at the foot of the list explains each icon: **On Rotation**, **Triggered Campaigns**, **Playback issues**, **Thermal Warning** and **Thermal Critical**.

## Verify it worked

The list shows only displays flagged with a playback issue, and the breakdown for any of them shows the date and time each campaign last played.

## Troubleshooting

### Every display in a store shows a playback issue

**Cause.** The store's internet connection dropped, or the campaigns on that playlist ended or were deactivated.

**Fix.** Check the store's status under [View a store's network and display status](https://personalisationhub.com/support-centre/stores-and-retail-data/view-a-stores-network-and-display-status/), then check the campaign schedule with [Schedule a campaign](https://personalisationhub.com/support-centre/launching-campaigns/schedule-a-campaign/).

## Next step

[View the campaign playback audit for a display](https://personalisationhub.com/support-centre/digital-signage/view-the-campaign-playback-audit-for-a-display/)

## Related

- [View a display's status and time offline](https://personalisationhub.com/support-centre/digital-signage/view-a-displays-status-and-time-offline/)
- [View a display's log history](https://personalisationhub.com/support-centre/digital-signage/view-a-displays-log-history/)
- [Let retail staff activate triggered campaigns](https://personalisationhub.com/support-centre/personalisation-and-ai/let-retail-staff-activate-triggered-campaigns/)