DebugSmartPlayer/en

Debugging Tools

SmartPlayer platform provides many tools for debugging when an abnormality occurs.

Getting log from device (logs)

Each client application writes an event log to its internal device memory, if necessary, it can be obtained and sent for analysis to SmartPLayer technical support, to get the most useful logs, do the following:

1. In the device settings (Select device -> In the right toolbar Settings), when it is in online status (green), enable the Debug or Trace logging mode. This will configure the device so that it writes more detailed messages about its operation
2. Try to reproduce the abnormal situation on the device
3. Go to the device card (Select device -> Info in the right toolbar) and download the archive with the log.

There are two parameters:

• current - the archive with the event log for the current day will be unloaded, as a result of its smaller size. If the network is unstable, the best choice.
• full - the archive with the event log for several days will be unloaded. It can transmit a large amount of data, the network should be more stable.

Getting full device information

Each client application contains full device information, to get it, do the following:

1. Log in to your account with your credentials
2. Go to the "Devices" menu tab
3. Select a device (by clicking on it or in the list), without checking the box
4. The device menu will open on the right, select the Information menu item
5. In the open device card, click on the "copy to clipboard" icon (in the upper right corner)

The data is copied to the clipboard for further pasting into the required document.

Download broadcast

To analyze the broadcast playback, you can download it from your personal account and send it to SmartPlayer for analysis. To do this, do the following:

1. Log in to your personal account
2. Go to the "Broadcasts" menu item
3. Select the desired broadcast
4. In the right toolbar, click the icon - "Download"

After the download starts, depending on the size of the broadcast, we wait for it to download to the working computer. Then you need to transfer the archive without modification when you open a request on the technical support portal.

Clearing the device

Clearing the device allows you to delete all application data recorded using the SmartPlayer software, these actions reset the application cache. Re-registration of the device is not required. Go to the device card (Select device -> Information in the right toolbar) and click the "clear" icon, you will be offered two options to choose from:

• Delete all files on the device - this option deletes media files downloaded for offline playback of content. The next time you start the application, if the current broadcast is not cached on the device, the files will be downloaded again.
• Clear local storage - this option deletes metadata required for offline playback. The next time you start the application, if there is not enough metadata for the current broadcast, they will be obtained from the SmartPlayer server.

Depending on the operating system of the client application, it will either be rebooted or restarted.

Download the log of the Android OS device in offline mode

If the device does not connect to the server, first check the device's access to the server. To do this, simply open the built-in browser on the Android OS device and enter the server address. If the connection goes to https://cms.smartplayer.org, then enter https://api.smartplayer.org as a result, the message Cannot GET / should appear, this means that the device "sees" the server.

If after checking the device remains offline in your account (gray), you can collect logs locally from the device for subsequent transfer to SmartPlayer technical support. To do this, install (or use the standard) file manager (for example: ES File Manager) to follow the path:
/sdcard/Android/data/org.smartplayer.android.client/files/Logs/*
Insert the flash drive (pre-formatted in fat32) into the device and copy the contents of the entire folder. Then transfer these files to the SmartPlayer technical department.

Determine which account the device belongs to (device identification)

To identify the device from the remote control, you need to unlock the device (if the remote control is locked) and press the "1" button on the remote control, the application will show an interface in which:

1. The device name is indicated (similar to the personal account)
2. List of accounts participating in the company for which the device is registered
3. After what time the information will be hidden (in seconds)

The interface can be hidden without waiting for the timer by pressing "2" on the remote control
Platform Support: WebOS / SSSP / BrightSign

Displaying the local console

Sometimes it is not clear what is happening with the device and there is no way to get logs through your personal account, then you need to run the local debug console to get messages about the problem. In the case of Android OS
Starting with version v1.33.*, logging on the device is disabled by default. To enable logging, press the "Green" button on the remote, then open the local console.

To open the local console of the device from the remote control, you need to unlock the device (if the remote control is locked) and press the "Blue" button on the remote control, then you need to take a photo in good resolution (so that the lines are readable) and send the photo to support@smartplayer.org or to a SmartPlayer technical support employee

The interface can be hidden without waiting for the timer by pressing "Blue" on the remote control
Supported platforms: WebOS/SSSP/BrightSign

Receiving debug messages from your personal account

To analyze what is happening in your personal account, it is enough to provide information from two tabs of the browser debugging tools (Network and Console). Open the debugging tools in the Google Chrome browser by pressing F12, then take an action that causes incomprehensible behavior. After that, take a photo in readable quality of the Network and Console tabs. Next, send the details to support@smartplayer.org or the person in charge of support in your case.

How to find out the address / version of the server in the platform and personal account SmartPlayer

To determine the address of the server application, you need to go to your personal account

and go to the "Settings" tab, scroll down the page and click the "About software" hyperlink.

You will be taken to a page with a table and a button to copy it. Click the "Copy table" button and pass the information to the employee who requested it.