Black Screen Issue and Sudden Shutdown

1. Please provide information
   1. How many Players are affected?
      1. One. Some. All. Only one player has been tested
         • One player is affected
           • Play same contents which affected on the player.
           • Can you reproduce it even you exchange the player? Re-image the player. Hardware might be the problem.
   2. New installation. Any changes? After updating?
   3. Check player and CM versions.
      • Player version XX.XXXX
      • ContentManager Version XX.XXXX
2. Provide logs and errors
   • Send Logs to Support
   • Check errors
   • Check your time zone to find out how many hours ahead or behind from UTC

• Beijing UTC+08:00, London UTC +1:00, New York (Eastern Time Zone) UTC - 5:00, Sydney UTC+10:00, Tokyo UTC+09:00

1. Check Player Status in CM

1. Provide Player model
   • Scala Ready sc? si? Custom PC?
     • For a custom PC, provide below
       • From an Administrative Command Prompt: MSINFO32.EXE /report YYMMDD_CUSTOMERNAME_PLYRPC_SysInfoRpt.TXT

1. Restart the player. Shutdown the player>Unplug a power cord>wait for your player to cool down>plug back in.
   • Reboot Players Immediately and Weekly
2. Display Info
   • Maker XXXX Model XXXX
   • Resolution Width XXXXX Height XXXXX Refresh rate xx Hz
   • Connection to the player: Analog RGB, DVI or HDMI
   • Number of displays: 1 2 3 4 5 6 7 8 9
   • Portrait mode (Vertical) is set in Scala Player Configuration, not in windows. Windows should remain in Landscape mode at all times.

Basic Troubleshooting Steps

• Is the window minimized before restarting a player? (Step 9)

1. Unplug USB and unnecessary devices (mouse and keyboard)
2. Confirm player and monitor power lights are on.

1. Reset EDID emulator. Some players have the EDID function, you might need to clear it.
   • ** In order to erase the EDID data, the system needs to be powered off and the HDMI connector has to be removed. Afterwards, press and hold the EDID Clear button while power is introduced for five (5) seconds; then, release the EDID button.

1. Try another hdmi port (No 1)

1. Swap a Player, monitor, cable or AC adaptor. (Wrong AC adaptor cause the issue.)
2. Check time and date in schedule, playlist and channel and Player system time.
   • Has channel been assigned? Channel name? Network＞Players＞Click Player name>

1. Check from Players
   • Check Player Configuration (Network and Player Name)

1. Others
   • Create a new channel, playlist, schedule and Player. Assign from Player and generate it.
   • Depends on your monitor and player, it might be required to use EDID Emulators
2. Scala Ready Pre-image Players
   • Check before rebooting the players.
   • (Win 7) Move the mouse pointer to the bottom of the screen whether it shows start menu or not.
   • (Win10) Move the mouse pointer to the left of the screen

1. About minimization
   • It is caused when
     • a monitor cable (HDMI, DVI, VGA) disconnects
     • monitor power is off, a particular monitor setting is used. (sleep mode)
     • other applications (driver updates, RDP, antivirus soft and etc..) pop up
   • To prevent minimizing
     • Use players with EDID functions

• Delay the starting up of Scala services (Default From Player Version 11.00)

1. Check player performance
2. MMOS settings.
3. Update a Player version. (You must test it before integration)
   1. Inform detailed Scala script problems. Player version 11.03. PD-7801
   2. Skip unsupported media. (Ex.Player version 11.00.11)
   3. Win7 delay the start of both the Player graphical client and the Player network client. Version 11.00
   4. Show Android firmware version in CM. Version 11.01.02
4. Example
   1. Revise scala scripts. Remove unnecessary code.
      • Error. 201.61 A synchronous Return command was encountered while running the script but there was no Bookmark to return to.
   2. Unsupported video file. Which video has been just added?
      • Playback the video and check video format