"Detector" of the black screen (User)

Description of the situation

The user started having problems with broadcasts. During playback of broadcasts on devices, the content is interrupted, and a "black screen" appears. Because of this, the user is dissatisfied with our work and product.

Reason

On devices operating on-site during content playback, a "black screen" appears. Meanwhile, the broadcast in the personal account continues to work. This problem can occur for several reasons:

• Due to errors when starting the broadcast. As a result, the user sees a placeholder or so-called "stub" with text.
• The user has uploaded a video that uses a codec not supported by the program.
• Issues with the client application.

List of problems that cause a black screen

Therefore, it was decided to make an automated solution that will more promptly notify and work with this problem.

Concept of the solution

To solve the problem and automate it, it was decided to create a "Black Screen Detector." Its function is to warn us in advance about the problem that has occurred on a particular device. This feature allows us to work proactively and not wait for a customer notification about the problem.

This functionality is not available to the user in the personal account. Contact the system administrator to enable it.

Principle of action

Every company working in our application has its unique ID. It can be found in the personal account. All company devices are tied to this ID.
When a "black screen" error occurs on one or more devices, our server sends an "event" to these devices. The device starts this "event." When launching the "event," the "detector" takes a screenshot. And this screenshot is checked for the presence of a "black screen."
After starting the detector, two types of answers can be obtained:

1. After launching the "event," there is no black screen - the system continues to work in normal mode.
2. After launching the "event," a black screen is detected - the server sends a repeated, verification "event." The interval for resending is 10 seconds.

If option "2" confirms the presence of the problem, a notification is sent to the email from the server side.

The specified email must be necessarily linked to the server; otherwise, notifications about the problem will not be received.

Final result

After receiving information about the problem, its prompt resolution begins. Thus, we always know about the problem first and do not unnecessarily worry our clients.