Incidents and alerts
Understand the incidents Pixlova detects, receive email alerts and suspend notifications during maintenance.
Pixlova monitors your players continuously. When an abnormal situation persists, it opens an incident; when the situation clears, it resolves it automatically. The people concerned can be notified by email.
What opens an incident
| Rule | Situation |
|---|---|
| Player offline | The player has not contacted Pixlova for several minutes. |
| Schedule not applied | The player is online but has not applied the latest published schedule after a certain delay. |
| Preparation failed | The player could not prepare the latest schedule (for example, content that cannot be downloaded). |
| Repeated playback errors | Several playback or download errors occurred within a short time. |
| Low disk space | The player’s disk is almost full. |
Only one incident is open at a time for a given rule and target. It resolves itself when the situation returns to normal, for example when the player is back in stable contact. If the screen or player concerned disappears (player revoked, screen unassigned), the incident is closed.
View incidents
- In the menu, open the Screens section.
- Click the Incidents tab (or open app.pixlova.com/incidents).
- Choose the Open or Resolved tab.
For each incident, the table shows:
- Rule: the rule that triggered the incident;
- Target: the screen (click to open its page) or the player concerned;
- Opened: the date and time it opened;
- Notification (open incidents): “sent” with its time, or “held” if no email went out (during maintenance, for example);
- Resolved (resolved incidents): the date and time it was resolved.
A screen’s open incidents also appear at the top of its Health and commands tab.
Likely common outage on the platform side
If many players across the whole Pixlova platform lose contact at the same time, the related Player offline incidents are marked Likely common outage on the platform side. In that case, the cause is not on your side, and the corresponding alert emails are held.
Receive email alerts
Pixlova sends an email:
- when an incident opens;
- as a reminder if the incident stays open for a long time;
- when it is resolved.
The email gives the organization, the rule, the target and the opening time, with a link to the screen’s page or to the incidents page. It is sent from Pixlova’s noreply address, in your account’s language.
Who receives these emails? Members who are allowed to configure the fleet concerned (Owner, Administrator and Technician roles, on the screen’s site), whose email address is verified and who have not turned these emails off.
Turn your incident emails on or off
- Open the Incidents page.
- In the My notifications box, check or uncheck Receive incident emails (if I am allowed to configure the fleet concerned).
This setting is personal and on by default. It only affects your emails: incidents always remain visible in the application.
Schedule maintenance
Before an intervention (works, unplugging a screen, planned network outage), schedule a maintenance window to avoid needless emails. A window suspends notifications for its duration; incidents stay open and visible.
- Open the Incidents page.
- In the Maintenance box, choose the Scope: Whole organization or a specific screen.
- Fill in the Start and End.
- Enter a Reason (required).
- Click Schedule maintenance.
The window appears in the list, marked “in progress” while it runs. To stop it before its planned end, click End. When the window ends, alerts resume normally.
During maintenance, new incidents and reminders are not sent by email. However, the resolution of an incident already announced by email is always notified.
Only the Owner, Administrator and Technician roles can schedule or end maintenance.