Troubleshooting

Start with the visible symptom and the exact date, campaign or block involved. Preserve the error message and avoid repeated changes that make the original cause harder to identify.

Check the website address, user name/email and password. Use Forgot your password? > Click here and submit the correct email address. Check spam filtering if the reset message does not arrive. A confirmation page alone does not prove delivery. Ask your station Administrator to check your login record and contact details.

If your existing session has expired, sign in again before resubmitting an edit. Reopen the record afterwards to establish whether the previous change was saved.

I Cannot See System Or Add A User

System requires the Administrator role. Ask a station Administrator to perform configuration work or check your role. A disabled Add user... can also mean the station's user allowance has been reached. See Users And Permissions.

A Campaign Is Missing

Check the Account selection and change the status filter to All campaigns. A cancelled or closed campaign is absent from the normal Active/Draft selection. Return to Commercials > Campaigns and clear an unwanted account filter if you arrived through an advertiser's account page.

Confirm the station name and check whether the campaign was actually saved. Copying a campaign opens a creation form; the copy does not exist until the form is submitted successfully.

Check Commercials > Spots and Promos. Static items are not selectable campaign material. For synchronized audio, verify its Power Studio content type, external identifier and the latest synchronization.

Check whether the item was removed from the source library or deleted. Registering an audio path in Power Traffic does not copy the file to the studio. See Spots And Promos.

Not All Commercials Could Be Scheduled

Open the notification details and record how many placements were requested, added and left unplaced. Work through the checks in Scheduling Rules: dates, weeks, Dayparts, allowed definitions, actual templates, duration/count capacity, voices, branches, positions, repeat distance and downloaded schedules.

Change one relevant constraint at a time, within the agreed booking, then save the Active campaign and inspect the new result. A completely unrestricted test campaign can help an Administrator distinguish capacity/setup issues from booking restrictions, but use an agreed test period rather than altering a customer's requirements silently.

A Day Or Hour Is Empty

The schedule screen lists existing days and omits empty hours/blocks. Check that an Active campaign needs that date and that its background processing has completed. An Administrator should trace Week template or special date > Day template > Hour template > Block definition for the date and hour.

Also check campaign eligibility: a correct structure can remain empty if every campaign excludes it or conflicts with material already there.

A Campaign Will Not Return To Draft Or Let Me Change Its Start Date

Check Downloaded/played commercials. Once material has been downloaded, the start date is locked and Draft is no longer offered. Closed campaigns remain read-only. Follow Status And Campaign Changes and coordinate already delivered material with the studio.

Planned Totals Dropped Or Aired Contains Future Dates

Check recent manual downloads and studio schedule requests. Planned reports include undownloaded blocks; Aired reports include downloaded blocks. An early download can move future material to Aired. This is not independent playback confirmation.

Compare the same campaign/month in both categories and distinguish main spots from tag ons. See Reports.

The PDF Is Missing Or Has The Wrong Header

Check the browser's popup/download indication, account/campaign, selected month and report type. An Administrator can verify station reporting details and the logo URL. Customer headers use the account's visit address. If PDF creation itself fails, record the report type, period and visible error for support.

The Studio Has Old Material Or No Audio

Check content synchronization separately from schedule delivery. Confirm when the studio obtained the relevant hour/day, which macro or export it used, and whether the actual file exists at the expected path. A later campaign save does not replace an already loaded playlist automatically.

Inspect block/reference mapping, source content type, file identity, timing and the studio's actual expanded playlist. Follow Power Studio Integration.

A Save Or Delete Fails

Read the validation message before leaving the form. Check required fields, end/start-date order and whether an Active campaign has material rows. An hour template cannot contain duplicate definitions or duplicate external references.

Deletion can be unavailable because a record is still used by campaigns, templates or schedules. Replace dependencies deliberately; do not delete and recreate records as a general repair method. If a generic error persists, reopen the record to establish its current state and contact the station Administrator.

Information To Collect For Support

The station, your role, the screen and action involved.
Campaign/account name and relevant date, hour and block.
The exact error or notification text, timestamp and additional details.
Expected versus observed result, including any recent amendment or template change.
Whether the schedule was downloaded and when the studio last refreshed it.
A redacted screenshot if it helps explain the visible result.

Keep passwords, connection keys and unnecessary customer details out of support attachments. Do not assume that a linked event record will always still exist after deletion or be visible to your role.