Introduction
This article aims to guide the user on troubleshooting the NowSigange CMS installed on the Amino media player with some of the most common issues.
Prerequisites
This article assumes that the devices have been set up correctly, configured to use Orchestrate Premium with Remote Screen Session access and that the NowSignage application is installed along with any required configuration settings.
The article also assumes that you understand how to use Amino INI configuration settings and that you can edit and apply INI configuration parameters to your media player.
In this article
Summary
Black Screen
This is the most common use case and can be experienced from an Amino hardware or the Nowsignage application point of view.
If you find a black screen while using the H-series player try troubleshooting it by considering the steps below and it would be also helpful to visit this NowSignage Knowledgebase article.
1. Is the TV powered On? Is the HDMI Source correctly selected? Is the HDMI cable fit in place correctly?
Make sure the TV is powered ON and the HDMI source selected. Sometimes the HDMI cable is not properly fit in the slot so it is important to double-check and ensure it is tightly fit. Also important to try different HDMI cables to dismiss possible HDMI cable failure.
2. Is the device online and Orchestrate Remote Session displaying any content?
If step 1 is confirmed and all is in place, open Orchestrate Remote Session and check the device status.
- If the device is found offline, it might be better to check your local network configurations and appliances, as well as the internet connectivity, to make sure Orchestrate can reach the device.
- If the device is online and displaying content, you should consider testing the TV and HDMI cables again since NowSignage and the device are sending content through the HDMI interface.
- I.f the device is online and not displaying any content follow to the next step
3. Is the NowSigange application running on the Amino device?
Make sure the NowSignage application is installed and running. Using the remote control press the menu button and go to System, Application Management, you should find the NowSignage and run it from there.
If it is not available it means it is not installed and you should follow these steps.
If you manage to find and open the NowSignage application and the content is still not available, follow the next step.
4. What is the screen status in your NowSignage account dashboard?
In your NowSignage dashboard check if the device is online and if the content can be previewed.
- If the screen status is showing offline check your local network configurations and appliances, as well as the internet connectivity, to make sure NowSignage Servers can reach the NowSignage application.
- If the screen status is showing online and the content can be previewed and still there's no content on the device, using the remote control press the menu button and go to System, Application Management, NowSignage, and Clear Data and Cache to reset the application and insert the PIN code again. Please ensure you have deactivated the screen PIN code before proceeding with this step.
- If there is no content preview, ensure the device has assigned content to be pushed to the NowSignage application.
This FlowChart can be helpful while troubleshooting the black screen issue:
Orchestrate Connectivity
For the H-series to connect to Orchestrate as intended, some protocols must be reached outside your local network.
Follow this article to troubleshoot if the Orchestrate Connectivity Test fails.
Remote Screen Session
This feature is only available for Orchestrate Premium accounts.
If your H-series player is online but you cannot open a remote screen session from Orchestrate you might want to try different approaches to solve it depending on the following cases:
1.If you open the Device Page and notice the following in the General Information panel:
- A valid LAN IP Address and WAN IP Address are assigned.
- The Last Connected timestamp was only a few seconds or minutes ago.
But you still can't start a session, please run Connectivity Test (from the device's settings) and check its results to see if any ports are being blocked in the firewall.
2. If the Remote Access button remains greyed out (unavailable) despite the device being recently powered on and online, clear your browser cache and refresh the page.
If the issue persists, please open a support ticket.
Factory Reset
To factory reset the H-series you can do so in 3 ways:
1. Via Orchestrate
2. Using the Remote Control
3. Using the RESET pinhole at the back of the enclosure.
Please refer to this article for more information.
Generate a Bug Report
To generate a Bug report you can do so via:
1. Orchestrate
2. Using the Remote Control and USB
Please refer to this article.
Important Note: Always generate the Bug Report during the session when the issue is reproduced. All data and evidence of the issue will be lost after a reboot.
Other NowSignage Issues
If you find any other issues related to NowSignage check if they are already presented in their troubleshooting page.
Opening a Support Ticket
In case you need to open a support ticket follow the links: