LG Displays Running Octopus Software Version 5.x Send Incorrect Heartbeat Data Causing Wrong Online/Offline Status in CMS

Update timeline

1. identified Feb 09, 2026, 08:23 AM UTC

   Status: Identified LG display devices running Octopus software version 5.x do not send heartbeat data correctly to the CMS. Because of this issue, the CMS cannot reliably determine the actual connectivity status of these devices. As a result, affected LG displays may be shown as offline while they are actually online, or online while they are offline, which leads to inaccurate online/offline device counts in the CMS dashboard. This issue is specific to LG devices using Octopus software version 5.x and does not affect devices running other Octopus versions or different hardware brands. Affected components Report Service (Degraded performance)

2. resolved Feb 24, 2026, 01:43 PM UTC

   Status: Resolved The issue affecting LG display devices running Octopus software version 5.x has been resolved. Previously, these devices were not sending heartbeat data correctly to the CMS, which caused inaccurate device connectivity status reporting. As a result, some LG displays were incorrectly shown as online or offline in the CMS dashboard. The heartbeat communication mechanism has been corrected, and device status reporting is now functioning as expected. This issue was limited to LG devices using Octopus software version 5.x. Devices running other Octopus versions or different hardware brands were not affected. We appreciate your patience during this process. Affected components Report Service (Operational)