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Troubleshooting Devices With Videri Ignite

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When a device goes offline or stops playing content, it may need your attention to resume operation. Videri Ignite helps network managers and operators stay proactive in monitoring devices.

There are 2 critical statuses in the Videri Platform that require user attention.

The first is online status. While a device that is offline can continue playing previously scheduled content and following its defined brightness schedule, it won't be able to receive any new scheduling commands or over-the-air (OTA) updates, which can hinder its ability to perform reliably. The device also won't be able to report a screencapture or display status to managers and operators working remotely. 

In addition to online status, devices also have a display status. On the Devices screen in Videri Ignite, and on the Devices page in Portal3, display status is further broken down into 4 applicable sub-statuses: content playing, showing logo, brightness off, and blackscreen. A fifth sub-status—"info unavailable"—is reserved for instances where a device is offline and can't report its display status. For more detailed information on display statuses in the Videri Platform, see Display Statuses For Devices In Portal3.

Identifying Problematic Devices In Videri Ignite

You can identify problematic devices in Videri Ignite through either the Devices screen or the Alerts screen.

On the Devices screen, devices will report their online state, as well as their display sub-status. You can find these devices quickly by filtering the list by status.

If alerts have been configured for the specific Workspace a problematic device is assigned to, you'll see the device appear on the Alerts screen. Alerts do not report sub-status information for devices. For more information about configuring alerts, see Alert Management. 

You can take troubleshooting actions on a problematic device from either the Devices screen or the Alerts screen. All actions are available on the Devices screen, unless it's offline. The actions that are available on the Alerts screen depend on the issue being reported.

Troubleshooting Offline Devices

An offline device must be reachable via Bluetooth in order to troubleshoot. You must be in close proximity to the device.

NOTE: If reprovisioning is disabled on the device, it will not be findable via Bluetooth. You will first need to power cycle the device by unplugging it from its power source, waiting a few seconds, and reconnecting it. When the device is powered on again, Bluetooth will briefly be re-enabled for 10 minutes.

The following actions can be taken to restore device connectivity:

Action Description
Cycle WiFi Disable and re-enable WiFi. Solves most connectivity issues.
Reboot Reboots device. Good first step for addressing most issues.
Change network details Review network details and make changes if needed.
Reprovision Reprovision the device.
Launch command terminal 

Opens the command line interface for advanced troubleshooting actions. 

WARNING: The command terminal should only be used by advanced technical users or with the guidance of Support personnel.  
Collect logs Download device logs to share with Support.
Factory reset device Clear all data, settings, and content, and return device to it’s original state.
Delete the device profile

Deletes the device data from the platform. 

WARNING: This should be used as a last resort when troubleshooting has not fixed the issue, and the device needs to be decommissioned. 

We recommend taking the following steps to restore device connectivity: 

  1. Confirm that the target network is online and the signal is broadcasting. If all the devices in a location are offline, this is most likely a network issue and will need to be resolved by onsite IT. If only one or some devices are offline, continue to step 2.
  2. Confirm network details for a device are configured correctly. Update any incorrect details and apply the changes. Wait a few minutes to see if the device has been reconnected to the network. If network details are configured correctly and the device is still offline, continue troubleshooting.
  3. Cycle WiFi. Wait a few minutes to see if the device has been reconnected to the network. If not, continue troubleshooting. 
    1. From the Devices screen: 
      1. Tap on the device from the Devices screen to open device details.
      2. Tap "Network" to navigate to the Network tab.
      3. Tap "Cycle WiFi" located under network information. 
    2. From the Alerts screen:
      1. Tap on the offline device. 
      2. Tap "Cycle WiFi" in the menu that appears.
  4. Reboot the device. Wait a few minutes to see if the device has been reconnected to the network. If not, continue troubleshooting. 
    1. From the Devices screen: 
      1. Tap on the device from the Devices screen to open device details.
      2. Tap the reboot icon, located in the top-right of the screen. It's the second icon from the right.
    2. From the Alerts screen:
      1. Tap on the offline device. 
      2. Tap "Reboot" in the menu that appears.
  5. Reprovision the device. If the device fails to connect to the network during reprovisioning, there may be a hardware failure. Contact your support personnel for further assistance. You may need to run advanced troubleshooting through the CLI or replace the device.
    1. From the Devices screen: 
      1. Tap on the device from the Devices screen to open device details.
      2. Tap "Troubleshooting" to navigate to the Troubleshooting tab.
      3. Scroll down to the "Additional Actions" sections. 
      4. Tap "Reprovision Device".
    2. From the Alerts screen:
      1. Tap on the offline device. 
      2. Tap "Reprovision" in the menu that appears.

Troubleshooting Device Display Issues

The troubleshooting steps you should take for display issues depend on what sub-status is being reported:

Sub-status Available Actions Description
Blackscreen Reboot Reboots device. Good first step for addressing most issues.
Reprovision Reprovision the device. Retains content on device.
Factory reset device Clear all data, settings, and content, and return device to it’s original state.
Collect logs Download device logs to share with Support.
Launch command terminal 

Opens the command line interface for advanced troubleshooting actions. 

WARNING: The command terminal should only be used by advanced technical users or with the guidance of Support personnel.  
Showing logo See schedule details Review the schedule to make sure content is configured.
Resume schedule Resends the play command if the schedule was paused somehow.
Schedule content Add an event to the device schedule.
Add to campaign Assign the device to an existing campaign.
Reboot Reboots device.
Collect logs Download device logs to share with Support.
Brightness off Configure brightness setting Check to ensure default brightness is not off.
See brightness schedules Check to ensure a brightness schedule is not actively causing the device to be off and make changes if needed. 
Reboot Reboots device.
Collect logs Download device logs to share with Support.

Troubleshooting Blackscreen Issues

We recommend taking the following steps to restore playback:

  1. Reboot the device. Wait a few minutes to see if the device is still reporting "blackscreen". If so, continue troubleshooting. 
    1. From the Devices screen: 
      1. Tap on the device from the Devices screen to open device details.
      2. Tap the reboot icon, located in the top-right of the screen. It's the second icon from the right.
    2. From the Alerts screen:
      1. Tap on the device. 
      2. Scroll down to the "Additional actions" section of the menu that appears.
      3. Tap "Reboot".
  2. Reprovision the device. Wait a few minutes to see if the device is still reporting "blackscreen". If the device is still reporting "blackscreen", contact support personnel for further assistance. You may need to run advanced troubleshooting through the CLI, factory reset the device, or replace the device.
    1. From the Devices screen: 
      1. Tap on the device from the Devices screen to open device details.
      2. Tap "Troubleshooting" to navigate to the Troubleshooting tab.
      3. Scroll down to the "Additional Actions" sections. 
      4. Tap "Reprovision Device".
    2. From the Alerts screen:
      1. Tap on the offline device. 
      2. Scroll down to the "Additional actions" section of the menu that appears.
      3. Tap "Reprovision".

Troubleshooting "Showing Logo" Issues

We recommend taking the following steps to restore playback:

  1. Confirm that content is scheduled. If content is not scheduled, schedule content to resolve the issue. If content is scheduled, continue troubleshooting. 
    1. From the Devices screen: 
      1. Tap on the device from the Devices screen to open device details.
      2. Tap "Schedule" to navigate to the Schedule tab.
    2. From the Alerts screen:
      1. Tap on the device. 
      2. Tap "See device details".
      3. Tap "Schedule" to navigate to the Schedule tab.
  2. Resume the schedule. Wait a few minutes to see if the device is still reporting "showing logo". If the device is still reporting "showing logo", continue troubleshooting.
    1. From the Devices screen: 
      1. Tap on the device from the Devices screen to open device details.
      2. Tap "Schedule" to navigate to the Schedule tab.
      3. Tap the black button located in the lower-right corner of the screen. 
      4. Tap "Resume schedule". 
    2. From the Alerts screen:
      1. Tap on the device. 
      2. Tap "Resume schedule".
  3. Confirm that the device is using the right timezone. Wait a few minutes to see if the device is still reporting "showing logo". If the device is still reporting "showing logo", contact support personnel for further assistance. You may need to run advanced troubleshooting through the CLI, factory reset the device, or replace the device.
    1. From the Devices screen: 
      1. Tap on the device from the Devices screen to open device details.
      2. Locate the "Timezone" field and confirm that the timezone matches the install location. If it does not, tap the 3-dot icon to open the options menu.
      3. Tap "Edit details" and adjust the timezone.
    2. From the Alerts screen:
      1. Tap on the device. 
      2. Tap "See device details".
      3. Locate the "Timezone" field and confirm that the timezone matches the install location. If it does not, tap the 3-dot icon to open the options menu.
      4. Tap "Edit details" and adjust the timezone.

Troubleshooting "Brightness Off" Issues

We recommend taking the following steps to restore playback:

  1. Confirm that default brightness is not OFF. If brightness is off, adjust it. If brightness is not off, continue troubleshooting. 
    1. From the Devices screen: 
      1. Tap on the device from the Devices screen to open device details.
      2. Tap "Display" to navigate to the Display tab.
      3. Locate the "Default Brightness" field and confirm that it is not OFF. If it is off, tap the three-dot icon to open the display menu.
      4. Tap "Edit default brightness".
    2. From the Alerts screen:
      1. Tap on the device. 
      2. Tap "Configure brightness setting".
  2. Confirm that there is no active brightness schedule causing the brightness to be off. If there is an active schedule, deactivate the schedule or edit it. If there is no active schedule, contact support personnel for further assistance.. You may need to run advanced troubleshooting through the CLI, factory reset the device, or replace the device.
    1. From the Devices screen: 
      1. Tap on the device from the Devices screen to open device details.
      2. Tap "Display" to navigate to the Display tab.
      3. Locate the "Brightness Schedule" field. If it is reporting as "Disabled", contact support. If it is reporting as enabled, you can either disable the brightness schedule or modify the schedule causing the playback issue.
    2. From the Alerts screen:
      1. Tap on the device. 
      2. Tap "See brightness schedules".
      3. Locate the "Brightness Schedule" field. If it is reporting as "Disabled", contact support. If it is reporting as enabled, you can either disable the brightness schedule or modify the schedule causing the playback issue.

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