Troubleshooting/en: различия между версиями

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# Connection method Ethernet (RJ-45) / Wi-Fi / 3G-4G or Offline mode.
# Connection method Ethernet (RJ-45) / Wi-Fi / 3G-4G or Offline mode.


== Известные проблемы ==
== Known Issues ==
==== '''[SSSP4 и SSSP5] Невозможно установить приложение через URL Launcher.''' (Ошибки: Невозможно установить приложение через URL Launcher или Недостаточно памяти для загрузки средства запуска). ====
==== '' '[SSSP4 and SSSP5] Unable to install app via URL Launcher.' '' (Errors: Unable to install app via URL Launcher or Insufficient memory to load launcher). ====


''Решение:''  
''Solution:''
*'''Использовать прошивку 2020 или новее.'''
* '''Use firmware 2020 or newer.'''
*Зайти в меню с помощью пульта ДУ.
* Enter the menu using the remote control.
*Выбрать Система -> Общие -> Очистить хранилище.
* Select System -> General -> Clear Storage.
*Перезагрузить панель.
* Reload the panel.


==== '''[SSSP2 и SSSP3] Network connection lost.''' ====
==== '''[SSSP2 и SSSP3] Network connection lost.''' ====


''Решение: ''
''Solution: ''
*'''Прописать URL адрес с префиксом http://.'''
* '''Register the URL with the prefix http: //.'''
*sa.org/ol/ - неправильно
* sa.org / ol / - wrong
*http://sa.org/ol/ - правильно, в конце должен быть закрывающий '''/''' . URL http://sa.org/ol/ приведен только в качестве примера, в зависимости от проекта представителем SmartPlayer будет выдан нужный URL
* http: //sa.org/ol/ - right, there should be a closing '''/''' at the end. The URL http://sa.org/ol/ is given as an example only, depending on the project, the SmartPlayer representative will provide the correct URL
*Ошибка хаотичная и возникает на разных прошивках, для избежания проблем на старых прошиках, всегда нужно прописывать префикс http://.
* The error is chaotic and occurs on different firmwares, in order to avoid problems on old firmware, you always need to prefix the http: // prefix.


==== '''[SSSP2 и SSSP3] Please Check your Network.''' ====
==== '''[SSSP2 и SSSP3] Please Check your Network.''' ====


''Решение: ''
''Solution: ''
*'''Проверить (настроить при необходимости) соединение с интернетом'''
* '''Check (configure if necessary) Internet connection'''


==== '''[WebOS] Черный экран после установки и первого запуска приложения.''' ====
==== '''[webOS] Black screen after installation and first launch of the application.''' ====
''Решение: ''
''Solution: ''
* проверить что время на проф. панели установлено верно.
* check that the time for the professional panel is installed correctly.




==== '''[SSSP2,SSSP3,SSSP4,SSSP5, SSSP6] Не удается найти файл установки.''' ====
==== '''[SSSP2, SSSP3, SSSP4, SSSP5, SSSP6] Cannot find the setup file.''' ====
[[File:Photo_2019-07-08_10-56-25.jpg|200px]] <br> <br>
[[File:Photo_2019-07-08_10-56-25.jpg|200px]] <br> <br>
''Решение:''  
[[File:Photo_2019-07-08_10-56-25.jpg|200px]] <br> <br>
*'''Проверить наличие интернета на панели'''
''Solution:''
*Через встроенный браузер попробовать перейти по ссылке  http://sa2.org/. Должна отобразиться страница с надписью 403 Forbidden, значит интернет есть
* '''Check for internet availability on the panel'''
* Try using the built-in browser to follow the link http://sa2.org/. A page with the inscription 403 Forbidden should be displayed, which means there is Internet


==== '''[SSSP4 и SSSP5, SSSP6] Не обновляется клиентское приложение.''' ====
==== '''[SSSP4 and SSSP5, SSSP6] The client application is not being updated.''' ====
При старте проф. панель ждет сетевое соединение 30 секунд, если за это время не поднялась сеть, система запустит приложение в оффлайн режиме и обновление не произойдет.
At the start, prof. the panel waits for a network connection for 30 seconds, if during this time the network has not risen, the system will launch the application in offline mode and the update will not occur.
Данная проблема чаще всего возникает при использовании портативных модемов, которые запитываются от USB. Как правило, такие модемы поднимают сеть, после того как приложение уже загружено и обновление не происходит.
This problem most often occurs when using portable modems that are powered by USB. As a rule, such modems bring up the network after the application has already been downloaded and the update does not take place.


''Решение:''  
''Solution:''  
 
Set in the URL settings (HOME - URL settings), the maximum idle timer, for sssp6 it is 300sec.


Выставить в настройках URL адреса (HOME - Настройки URL-адреса), максимально таймер бездействия, для sssp6 это 300c.
[[File:timer_wait_sssp6.jpg|250px]]
[[File:timer_wait_sssp6.jpg|250px]]


==== '''[SSSP2/3/4/5/6] Приложение уходит в оффлайн и не реагирует на действия с пульта.''' ====
==== '''[SSSP2 / 3/4/5/6] The application goes offline and does not respond to actions from the remote control.''' ====
При неправильной настройки роутера, в частности DHCP, панель может бесконечно терять и получать IP адрес, в следствие чего статус панели уходит в оффлайн, сама панель зависает. В данном случае, если есть нестабильный роутер самое правильное решение настроить на панели '''статичный''' IP адрес. Настройки - Сетевые настройки - Ручная настройка сети.
If the router is configured incorrectly, in particular DHCP, the panel can endlessly lose and receive an IP address, as a result of which the panel's status goes offline, the panel itself freezes. In this case, if there is an unstable router, the most correct solution is to configure a static IP address on the panel. Settings - Network settings - Manual network settings.


==== '''[WebOS 2/3/3.2/4.0/4.1] Выключается экран ''' ====   
==== '''[webOS 2/3 / 3.2 / 4.0 / 4.1] The screen turns off''' ====   


Проверьте настройки в разделе Power (Питание).
Check the settings in the Power section.
   
   
''Решение:''  
''Solution:''
* No Signal Power Off (15Min) выключите (ползунок должен быть серый)
* No Signal Power Off (15Min) turn off (the slider should be gray)
* No IR Power Off (4 hour) выключите (ползунок должен быть серый)
* No IR Power Off (4 hour) turn off (the slider should be gray)


[[Файл:Photo 2020-08-12 16-53-08.jpg|200px]]
[[Файл:Photo 2020-08-12 16-53-08.jpg|200px]]


==== '''[SSSP2/3/4/5/6] Черная заставка Samsung показывается после N времени работы устройства ''' ====
==== '''[SSSP2 / 3/4/5/6] Samsung black splash screen is shown after N operating time of the device''' ====
[[Файл:Black screen samsung.png|200px]]<br>
[[File: Black screen samsung.png | 200px]] <br>
Отключить в настройках системы параметр режим ожидания, спящий режим.<br>
Disable standby, hibernation in the system settings. <br>
''Решение:''  
''Solution:''
* Система - Регулятор можности
* System - Capability Regulator
* Система - Экономичный режим
* System - Economy Mode


==== '''[SSSP2/3/4/5/6 или WebOS 2/3/3.2/4.0/4.1] Устройство оффлайн(серая плитка) при активном сетевом соединении в личном кабинете SmartPlayer ''' ====   
==== '''[SSSP2 / 3/4/5/6 or WebOS 2/3 / 3.2 / 4.0 / 4.1] Offline device (grey tile) with an active network connection in your SmartPlayer account''' ====   


В системе SmartPlayer экран может быть показан оффлайн (серый) при наличии следующих проблем c настройкой.
In SmartPlayer, the screen may appear offline (gray) if the following setup problems are present.
* На устройстве установлена неправильная дата и время (от текущей даты). Соединение происходит по защищенному протоколу HTTPS, устройство не пропускает соединение если даты сертификата не соответствуют дате установленной на устройстве.  
* The device is set to the wrong date and time (from the current date). The connection is made via the secure HTTPS protocol, the device does not let the connection pass if the date of the certificate does not match the date set on the device.
** Решение. Установите текущую дату и время на устройстве.
** Solution. Set the current date and time on your device.
* Убедитесь, что к провайдеру приложения (URL ссылки которую вбиваете) есть доступ из внутренней сети предприятия.  
* Make sure that the provider of the application (the URL of the link that you are driving in) can be accessed from the internal network of the enterprise.
** Решение. На устройствах есть встроенный браузер, откройте ссылку (URL ссылки которую вбиваете) в браузере и убедитесь, что браузер откроет ссылку.  
** Solution. The devices have a built-in browser, open the link (the URL of the link that you are typing in) in the browser and make sure that the browser opens the link.
* Убедитесь, что на устройстве есть интернет соединение.  
* Make sure your device has an internet connection.
** Решение. Откройте настройки соединения и проверьте, что устройство получает проверку наличия интернет соедининения.  
** Solution. Open the connection settings and check that the device receives an internet connection check.
На примере WebOS
Using webOS as an example
<br>
<br>
[[Файл:Photo 2020-10-03 14-11-27.jpg|200px]]
[[Файл:Photo 2020-10-03 14-11-27.jpg|200px]]

Текущая версия от 12:48, 17 сентября 2021

Другие языки:


General guidelines

  1. In case of errors in the work of prof. panels or SmartPlayer software, first make sure that you are using one of the latest / recommended firmware versions.
    1. Samsung: Press the "Menu" button on the remote control. In the menu that appears, select "System" -> "Contact Samsung". The latest firmware versions can be found here.

Also, to cut off most of the possible problems, it is recommended to do a Factory Reset. To do this, from the off state, dial the combination mute-1-8-2-PowerOn on the remote control. In the service menu that appears, select Option -> Factory Reset -> Factory Reset.

    1. LG:
      1. 'WebOS 2.0 / WebOS 3.0' On the remote control, press the "Home" button, select System Information / Information.
      2. 'webOS 3.2 / webOS 4.0' Press the "Home" button on the remote control, select the S / W Version tile
    2. Phillips:

If you do not find your situation in the list of known problems, contact SmartPlayer's technical support.
Providing following data will help us to solve your problem as quickly as possible:

  1. Platform / client used: SSSP / Windows / Linux / Android.
  2. OS version or firmware version in case of SSSP.
  3. Connection method Ethernet (RJ-45) / Wi-Fi / 3G-4G or Offline mode.

Known Issues

'[SSSP4 and SSSP5] Unable to install app via URL Launcher.' (Errors: Unable to install app via URL Launcher or Insufficient memory to load launcher).

Solution:

  • Use firmware 2020 or newer.
  • Enter the menu using the remote control.
  • Select System -> General -> Clear Storage.
  • Reload the panel.

[SSSP2 и SSSP3] Network connection lost.

Solution:

  • Register the URL with the prefix http: //.
  • sa.org / ol / - wrong
  • http: //sa.org/ol/ - right, there should be a closing / at the end. The URL http://sa.org/ol/ is given as an example only, depending on the project, the SmartPlayer representative will provide the correct URL
  • The error is chaotic and occurs on different firmwares, in order to avoid problems on old firmware, you always need to prefix the http: // prefix.

[SSSP2 и SSSP3] Please Check your Network.

Solution:

  • Check (configure if necessary) Internet connection

[webOS] Black screen after installation and first launch of the application.

Solution:

  • check that the time for the professional panel is installed correctly.


[SSSP2, SSSP3, SSSP4, SSSP5, SSSP6] Cannot find the setup file.





Solution:

  • Check for internet availability on the panel
  • Try using the built-in browser to follow the link http://sa2.org/. A page with the inscription 403 Forbidden should be displayed, which means there is Internet

[SSSP4 and SSSP5, SSSP6] The client application is not being updated.

At the start, prof. the panel waits for a network connection for 30 seconds, if during this time the network has not risen, the system will launch the application in offline mode and the update will not occur. This problem most often occurs when using portable modems that are powered by USB. As a rule, such modems bring up the network after the application has already been downloaded and the update does not take place.

Solution:

Set in the URL settings (HOME - URL settings), the maximum idle timer, for sssp6 it is 300sec.

[SSSP2 / 3/4/5/6] The application goes offline and does not respond to actions from the remote control.

If the router is configured incorrectly, in particular DHCP, the panel can endlessly lose and receive an IP address, as a result of which the panel's status goes offline, the panel itself freezes. In this case, if there is an unstable router, the most correct solution is to configure a static IP address on the panel. Settings - Network settings - Manual network settings.

[webOS 2/3 / 3.2 / 4.0 / 4.1] The screen turns off

Check the settings in the Power section.

Solution:

  • No Signal Power Off (15Min) turn off (the slider should be gray)
  • No IR Power Off (4 hour) turn off (the slider should be gray)

[SSSP2 / 3/4/5/6] Samsung black splash screen is shown after N operating time of the device


Disable standby, hibernation in the system settings.
Solution:

  • System - Capability Regulator
  • System - Economy Mode

[SSSP2 / 3/4/5/6 or WebOS 2/3 / 3.2 / 4.0 / 4.1] Offline device (grey tile) with an active network connection in your SmartPlayer account

In SmartPlayer, the screen may appear offline (gray) if the following setup problems are present.

  • The device is set to the wrong date and time (from the current date). The connection is made via the secure HTTPS protocol, the device does not let the connection pass if the date of the certificate does not match the date set on the device.
    • Solution. Set the current date and time on your device.
  • Make sure that the provider of the application (the URL of the link that you are driving in) can be accessed from the internal network of the enterprise.
    • Solution. The devices have a built-in browser, open the link (the URL of the link that you are typing in) in the browser and make sure that the browser opens the link.
  • Make sure your device has an internet connection.
    • Solution. Open the connection settings and check that the device receives an internet connection check.

Using webOS as an example