CAP Alerts Not Showing on Displays

Symptom

You’ve sent a CAP (Common Alerting Protocol) alert, but some or all of your Displays don’t show it.

Why this happens

CAP alerts may not appear if your credentials, distribution, or filtering settings aren’t set up correctly in Rise Vision, or if the Displays are offline.

Resolution

1. Confirm CAP Alert History

Refer to this Help article to verify whether Rise Vision received the CAP alert. If Rise Vision did not register receiving a CAP alert, then jump to Step 5.

2. Check Display Status

Ensure that all Displays are online and connected - CAP Alerts can't be delivered to a display that is offline. We recommend using wired ethernet connection. If you must use WiFI, make sure the WiFi signal is strong. 

3. Verify Distribution Settings

The Distribution setting controls which displays will show a CAP Alert. By default, alerts are sent to all Displays, but if you've manually selected specific Displays, confirm none of the required ones are excluded.

1. Log into Rise Vision and navigate to CAP Alerts
2. Verify that Distribution is configured to the correct displays

4. Review CAP Alert Filters

Filters can restrict which messages show on Displays. Make sure they are configured properly.

1. Log into Rise Vision and navigate to CAP Alerts
2. Scroll to the bottom of the page click Filters to reveal the settings
3. Verify the filters are configured properly. When in doubt, ensure checkmarks are in all the filter boxes.

5. Review Provider Settings in Rise Vision

NOTE: if some of your displays showed the CAP Alert while others did not, this is unlikely to be the reason that CAP Alerts are not showing on other displays. 

1. Log into Rise Vision and navigate to CAP Alerts
2. Verify that the authentication information entered is correct.
3. Verify that your CAP Provider is sending alerts to the Web Service URL shown

6. Confirm Sub-Company Settings

If the missing Displays belong to a sub-company, confirm that each sub-company is properly configured. Each sub-company requires a unique Web Service URL in your CAP provider settings.

1. Log into Rise Vision and switch to the applicable sub-company
2. Click CAP Alerts from the menu on the left and ensure:
   1. Distribution settings are configured properly
   2. CAP Alert filters are configured properly
   3. Provider Settings are configured properly
      1. Your CAP Provider is configured to send alerts to the sub-companies Web Service URL
      2. authentication information is correct.

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