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This is usually caused by a communication issue with BSN.cloud servers (for example, a missing player setting or configuration or a network issue). Check the following:

1. Make sure that Enable BSN.cloud is selected in Admin > Player Settings > Advanced (this setting is Enable Control Cloud or Content Cloud in BrightAuthor:connected 1.36.0 or later and Enable bsn.Control or bsn.Content in BrightAuthor:connected version 1.42 or later):

2. Make sure that the player was activated before or during the setup process. For more information, see this page.

3. To communicate with players, the network must meet some basic requirements. See this page for more details.

4. Players must be on BrightSign OS version 8.0.119 or later to run BSN.cloud, so make sure your player OS is compatible with BSN.cloud. See the next topic if you need instructions about how to update your OS.

There are several different ways to update the OS in BrightAuthor:connected. See Update the Player OS for more information.