Troubleshooting Hub - Ghost messages showing on the display but not in Venus 1500

• There are ghost or phantom messages running on the display, and they are not in the Running or Stored messages in Venus 1500 V3 or Running or Stored Presentations in Venus 1500 V4.
• The message was scheduled at a previous time but was deleted from playlists.
• Message is not attached to a message that is currently scheduled.   
• Message that is not listed in Running messages playing on display.  
• A phantom/ghost message/s is playing on display and is not showing in Running or Stored Presentations within V4.
• Old message(s) running on display but cannot find it in the software.
• Deleted/removed a message, but it is still showing in Running Presentations and playing on my display.
• Message may be stuck in Stored Presentation.
• Display may have the blinking LED in bottom right corner of the display.

• Product Family: Software
• Product:
• Component:
• Control System: Venus 1500 V3, Venus 1500 V4

• Duplicate layout in multiple presentations.
• Duplicate presentation in multiple playlists.
• Presentation was deleted from Content Tab or Content Studio but schedule was not republished to display.
• Presentation was removed from playlist/schedule, but schedule was not republished to display.

Perform the following steps one at a time until issue is resolved:

1) Republish to Display.

• Venus 1500 V4:
• When the Overwrite Messages prompt pops up asking if you would like to overwrite presentations that may already exist on the display, select Yes.

2) Clear Display Memory and Reset Display.

• Venus 1500 V3:
• Do a Clear/Reset Display.
1. Go to Diagnostics Control View (Green/Brown Gears).
2. Check the Clear Display Memory and click Reset Display.
3. Display will cycle through boot up sequence.
4. Reschedule and/or republish messages to the display.
• Perform a Memory Clean up to remove old fragmented files.
1. Launch Display Manager.
2. Select and highlight display on the left hand side under display list.
3. Right click on display name.
4. Choose Properties.
5. Click Memory Clean Up -> Start.
6. Get status, there should be nothing in running or stored presentations.
7. Reschedule and/or republish messages to the display.

• Venus 1500 V4:
• Clear Memory and Reset Display (See How do I clear the display memory in Venus 1500 v4?, DD2078733).
1. Launch Venus 1500 v4 if not already open.
2. Go to Home tab.
3. Click on Display Tools (small white arrow above Schedule column).
4. Check box in front of Clear Display Memory.
5. Click on Reset Display.
6. Display will cycle through boot up sequence.
7. Wait a few minutes for display to finish resetting and verify if the phantom presentation is still playing. 
8. Reschedule and/or republish messages to the display.
• Perform a Memory Clean up to remove old fragmented files.
1. Launch Venus 1500 v4 if not already open.
2. Click on Display Tools (small white arrow above Schedule column).
3. Click on Memory Cleanup to permanently erase old messages on the display memory and open up that memory for use.
4. Wait for Status to refresh, there should be nothing in running or stored presentations.
• In some cases, it may be necessary to use the M2config utility to perform the memory cleanup process if doing so through the Venus application does not remove the unwanted content, refer to How to perform a memory reset using the M2Config utility?, DD2347391.
5. Reschedule and/or republish messages to the display.

3) Search for Duplicates in Venus 1500 V4.

• To find duplicate layouts in multiple presentations:
1. Launch Venus 1500 V4.
2. Click the Content Tab -> Browse and select the first Running Presentation and click Edit.
3. Once message is opened in Content Studio, go to Layout Storyboard Tab (bottom left) and check each layout for the duplicate message.
4. Repeat (Open every Running Presentation in Content Studio and verify there is not an unwanted layout or hidden message) until you locate the duplicate layout .
5. Once the duplicate layout is found, select it, and delete it.
• Hit the Delete key on keyboard.
• Right-click the layout and choose Delete
• Go to Content Studio Home Tab and choose Remove from the layout section.
6. Click Orange V Application Menu and choose Save.
7. Go to the main Venus 1500 V4 Hub.
8. Click Schedule Tab.
9. Click Publish or Publish to Display to send newly revised message to the display.

• To find duplicate presentations in multiple playlists:
1. Launch Venus 1500 V4.
2. Click on the Schedule Tab.
3. Click on the Views button.
4. Select Details View.
5. Double-click to open each playlist.
6. Check each playlist to see if they include the same presentation(s) more than once.
7. Make sure no presentation(s) are included in more than one playlist.
8. Once you locate the duplicate presentation(s).
1. Click on it once to highlight it blue.
2. Click the green subtract button.
3. Click OK.
9. Click Publish or Publish to Display to send out any changes you made to the display.

4) Update to the Latest Version of Compatible Software and Repeat Prior Steps.

• Venus 1500 Version 3:  How do I update my Venus 1500 v3 software to the latest 3.12?, DD2068275
• Venus 1500 Version 4:  How do I update or download Venus 1500 V4 software?, DD1993540