174 lines
9.6 KiB
HTML
174 lines
9.6 KiB
HTML
<!DOCTYPE html>
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<html lang="en">
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<head>
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<title>OTS Signs Command Center Documentation</title>
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<meta name="viewport" content="width=device-width">
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<meta http-equiv="Content-Type" content="text/html; charset=UTF-8" />
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<!-- favicon -->
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<link href="../img/favicon.ico" rel="shortcut icon"/>
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<!-- Bootstrap -->
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<link href="../vendor/bootstrap/css/bootstrap.min.css" rel="stylesheet" media="screen">
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<!-- Stylesheets -->
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<link href="../manual.css" rel="stylesheet" media="screen">
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<!-- META -->
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<meta name="keywords" content="digital signage, signage, narrow-casting, ots-signs, open source, agpl, documentation" />
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<meta name="description" content="OTS Signs Command Center is an open source digital signage solution. It supports all main media types and can be interfaced to other sources of data using CSV, Databases or RSS." />
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</head>
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<body data-toc="troubleshooting">
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<!-- Copyright 2020 Xibo Signage Ltd. Part of the Xibo Open Source Digital Signage Solution. Released under the AGPLv3 or later. -->
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<nav id="top-nav" class="navbar navbar-inverse navbar-fixed-top" role="navigation">
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<div class="container">
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<div class="navbar-header">
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<button type="button" class="navbar-toggle" data-toggle="collapse" data-target="#ss-navbar">
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<span class="sr-only">Toggle navigation</span>
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<span class="icon-bar"></span>
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<span class="icon-bar"></span>
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<span class="icon-bar"></span>
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</button>
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<a href="#" class="navbar-brand">OTS Signs Command Center Documentation</a>
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</div>
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<div class="collapse navbar-collapse" id="ss-navbar">
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<ul class="nav navbar-nav">
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</ul>
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</div>
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</div>
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</nav>
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<div class="ss_body container">
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<div class="row">
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<div class="col-md-3">
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<ul id="side-nav" class="nav nav-pills nav-stacked">
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<li><a href="index.html" data-toc-name="getting_started">Getting Started</a></li><li><a href="layouts_editor.html" data-toc-name="layouts">Layouts</a></li><li><a href="media_library.html" data-toc-name="media">Media</a></li><li><a href="media_modules.html" data-toc-name="widgets">Modules</a></li><li><a href="scheduling_events.html" data-toc-name="scheduling">Scheduling</a></li><li><a href="displays.html" data-toc-name="displays">Displays</a></li><li><a href="users_administration.html" data-toc-name="users">Users</a></li><li><a href="configure_cms_settings.html" data-toc-name="configure">Configuration and Organisation</a></li><li><a href="troubleshooting.html" data-toc-name="troubleshooting">Troubleshooting</a></li><li><a href="contact_support.html" data-toc-name="contact_support">Contact Support</a></li>
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</ul>
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</div>
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<div class="col-md-9" role="main">
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<h1 id="troubleshooting">Troubleshooting <a href="#troubleshooting" class="header-link"><span class="glyphicon glyphicon-link"></span></a></h1>
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<p>Welcome to the OTS Signs Command Center Troubleshooting Guide. This section contains helpful tips and solutions for common issues you may encounter when using the system. If you cannot find a solution here, please see our <a href="contact_support.html">Contact Support</a> page for assistance.</p>
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<h2 id="display_connection_issues">Display Connection Issues <a href="#display_connection_issues" class="header-link"><span class="glyphicon glyphicon-link"></span></a></h2>
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<p><strong>Issue:</strong> Display is not connecting to the CMS</p>
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<ul>
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<li>Verify the Player App is installed correctly on your media player device</li>
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<li>Check that the player device has a stable internet connection</li>
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<li>Ensure the CMS server address is correctly configured in the Player App</li>
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<li>Check that the Display has been authorized in the CMS (navigate to Displays and look for any pending displays)</li>
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<li>Verify firewall settings are not blocking communication between the player and CMS</li>
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<li>Restart the Player App application</li>
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</ul>
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<h2 id="content_not_displaying">Content Not Displaying <a href="#content_not_displaying" class="header-link"><span class="glyphicon glyphicon-link"></span></a></h2>
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<p><strong>Issue:</strong> Scheduled content is not appearing on displays</p>
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<ul>
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<li>Verify your Layout is Published (check the Layouts grid for a Published status)</li>
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<li>Ensure the content is scheduled to the correct Display or Display Group</li>
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<li>Check that the schedule dates and times are correct and the event is currently active</li>
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<li>Review the Display schedule to confirm the Layout is included</li>
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<li>Clear the player cache by restarting the Player App</li>
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<li>Check Display status in the CMS - look for any error messages or warnings</li>
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</ul>
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<h2 id="cms_performance">CMS Performance Issues <a href="#cms_performance" class="header-link"><span class="glyphicon glyphicon-link"></span></a></h2>
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<p><strong>Issue:</strong> CMS is running slowly or becoming unresponsive</p>
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<ul>
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<li>Clear your browser cache and cookies</li>
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<li>Try accessing the CMS from a different browser</li>
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<li>Check your internet connection speed and stability</li>
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<li>Reduce the number of displays reporting simultaneously by staggering check-in times</li>
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<li>Archive old media library items you no longer use</li>
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<li>Consider upgrading your server resources if you have a large number of displays</li>
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</ul>
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<h2 id="layout_editor_issues">Layout Editor Issues <a href="#layout_editor_issues" class="header-link"><span class="glyphicon glyphicon-link"></span></a></h2>
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<p><strong>Issue:</strong> Unable to edit layouts or widgets</p>
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<ul>
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<li>Ensure your user account has the correct permissions to edit layouts</li>
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<li>Try opening the layout in a different browser</li>
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<li>Refresh the page to reload the layout editor</li>
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<li>Check that widgets have been properly configured before publishing</li>
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<li>Verify all required fields are populated in the widget configuration</li>
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</ul>
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<h2 id="media_library_issues">Media Library Issues <a href="#media_library_issues" class="header-link"><span class="glyphicon glyphicon-link"></span></a></h2>
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<p><strong>Issue:</strong> Media files not uploading or displaying</p>
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<ul>
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<li>Verify the file format is supported by OTS Signs Command Center</li>
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<li>Check that the file size is within acceptable limits</li>
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<li>Ensure you have sufficient storage space on the CMS server</li>
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<li>Try uploading the file through a different browser or connection</li>
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<li>Check file permissions and ensure the upload folder is writable</li>
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</ul>
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<h2 id="scheduling_issues">Scheduling Issues <a href="#scheduling_issues" class="header-link"><span class="glyphicon glyphicon-link"></span></a></h2>
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<p><strong>Issue:</strong> Events are not displaying on the correct date or time</p>
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<ul>
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<li>Verify the CMS server timezone is set correctly</li>
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<li>Check that display player clocks are synchronized with the CMS</li>
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<li>Confirm the event start and end dates/times are configured as intended</li>
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<li>Review any recurrence rules if using repeat scheduling</li>
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<li>Check for timezone differences between your location and the server</li>
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</ul>
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<h2 id="getting_more_help">Getting More Help <a href="#getting_more_help" class="header-link"><span class="glyphicon glyphicon-link"></span></a></h2>
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<p>If you've tried the troubleshooting steps above and still need assistance, please visit our <a href="contact_support.html">Contact Support</a> page. Our support team is ready to help you resolve any issues you may be experiencing.</p>
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</div>
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</div>
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</div> <!-- container-->
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<footer class="ss_footer" role="contentinfo">
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<div class="container">
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<div class="pull-right">
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<img class="img-responsive logo" src="../img/logo.png" alt="OTS Signs Command Center" />
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</div>
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<p class="ss_back_to_top">Back to Top</p>
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<p class="ss_footer_links">Currently v4</p>
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<p class="ss_languages"><a href="../en/index.html">en</a></p>
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