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Player

‘Offline’ message​

If this message appears on the display, it means that the device lost connection to the system.

Resolution 1
Restart the player

  1. Turn off the player by pressing the power button.
  2. Disconnect the player from the power outlet.
  3. Disconnect the network and the HDMI cables from the player.
  4. Wait 1 minute with the player turned off and disconnected cables.
  5. Reconnect the network and HDMI cables.
  6. Reconnect the player to the power outlet. It will restart automatically, but, if not, press the power button.

Resolution 2
Check the player’s network settings

  1. Check with the network administrator if changes have been made to the network.
  2. Access the player’s IP address from a web-browser in a device connected to the system’s network.
  3. Log in in the player’s backoffice.
  4. Check if the player’s network settings are correct. If not, change the network settings to the correct parameters.

‘Invalid layout’ message​

If this message appears on the display, it means that something when wrong when the system tried to apply the layout.

Resolution 1
Change the player’s layout

  1. Access the system’s backoffice.
  2. Go to the player’s configuration page.
  3. Make a change on the player’s layout and save it.
  4. Wait for the new layout to be applied.

Resolution 2
Disable the multimedia module

  1. Access the system’s backoffice.
  2. Go to the player’s configuration page.
  3. Disable the multimedia module and save the changes.
  4. Wait for the new layout to be applied.

Blank display​

If nothing is displayed, it probably means that the player or the display are turned off, or that a cable is disconnected.

Resolution 1
Check if devices are switched on and the HDMI cable

  1. Check if the display is switched on. If not, turn it on.
  2. Check if the player is switched on. If not, turn it on.
  3. Check if the HDMI cable is properly connected to the display and to the player. If not, connect it properly.

Resolution 2
Restart the player

  1. Turn off the player by pressing the power button.
  2. Disconnect the player from the power outlet.
  3. Disconnect the network and the HDMI cables from the player.
  4. Wait 1 minute with the player turned off and disconnected cables.
  5. Reconnect the network and HDMI cables.
  6. Reconnect the player to the power outlet. It will restart automatically, but, if not, press the power button.

Resolution 3
Test HDMI connection with another display

  1. Turn off the player by pressing the power button.
  2. Disconnect the player from the power outlet.
  3. Disconnect the HDMI cable from the display.
  4. Connect the HDMI cable to another display.
  5. Reconnect the player to the power outlet. It will restart automatically, but, if not, press the power button.

Resolution 4
Change the HDMI cable

  1. Turn off the player by pressing the power button.
  2. Disconnect the player from the power outlet.
  3. Disconnect the HDMI cable from the display and the player.
  4. Connect a new HDMI cable to the display and the player.
  5. Reconnect the player to the power outlet. It will restart automatically, but, if not, press the power button.

Not updating tickets​

If the tickets are not update or the image freezes, it probably means that the player lost connection to the system.

Resolution 1
Change the player’s layout

  1. Access the system’s backoffice.
  2. Go to the player’s configuration page.
  3. Make a change on the player’s layout and save it.
  4. Wait for the new layout to be applied.

Resolution 2
Restart the player

  1. Turn off the player by pressing the power button.
  2. Disconnect the player from the power outlet.
  3. Disconnect the network and the HDMI cables from the player.
  4. Wait 1 minute with the player turned off and disconnected cables.
  5. Reconnect the network and HDMI cables.
  6. Reconnect the player to the power outlet. It will restart automatically, but, if not, press the power button.

No sound​

If no sound is being played when a new ticket is called, it probably means that the display’s volume is on mute or low volume, or that the player’s audio output is not working.

Resolution 1
Check the player’s audio output selection

  1. Access the player’s IP address from a web-browser in a device connected to the system’s network.
  2. Log in in the player’s backoffice.
  3. Check which audio output is selected and update accordingly.

Resolution 2
Test the player’s audio output

  1. Connect another audio device to the player, such as a headset or an audio speaker, and test the player’s audio output by recalling a ticket or calling a new one.
  2. If the connected device plays a sound, check the display’s audio settings (sound volume) and try again.

Resolution 3
Restart the player

  1. Turn off the player by pressing the power button.
  2. Disconnect the player from the power outlet.
  3. Disconnect the network and the HDMI cables from the player.
  4. Wait 1 minute with the player turned off and disconnected cables.
  5. Reconnect the network and HDMI cables.
  6. Reconnect the player to the power outlet. It will restart automatically, but, if not, press the power button.
warning

It might mean that the player’s audio output is not correctly selected on its backoffice. If none of the above steps work, contact the system’s administrator.