CM Basic Troubleshooting

Hot Topic

• 11.01 Do not include @ (Player name and password) Fix Version/s: 11.01.04
• 11.01 A few PAM function issues. Fix Version/s: 11.02
• 11.01.02 Webpage Webclip is not showing Fix Version/s: 11.01.04 CM
• 11.01.04 11.02 Multi-edit ｗorkgroup issue. Fix Version/s: 11.02.03
• 11.0２ and 11.02.03 Cannot search for channel names from schedule page Fix Version/s: 12.00 (Kansas)
• Check the newest issues. Notable for support
• Check for recent update notes

Here is a template that will provide some basic troubleshooting for Content Manager issues.

Steps 1 through 5 are essential.

Provide screenshots or video.

• Snipping tool It is automatically copied to the Clipboard so that you can quickly paste it into a document and e‑mail.

1. Affected Customer
2. Error Message and Condition. Provide information as much as possible.
   1. Before After
      1. How to troubleshoot when Content Manager is slow
      2. How to troubleshoot when you can not access to CM
      3. Content Manager does not show correct database value
         • Filters and search do not work as expected
         • After Updating
   2. Possible cause?
      • New installation
      • After updating (Some versions can not directly upgrade to the certain version)
        • A previous ContentManager Version (Release XX.XX.XX)
        • A previous Player Version (Release XX.XX.XX)
   3. Send ContentManager-logs.zip to the support. How to download logs
      • A week's worth of CM logs, Tomcat logs, Server Support logs, Various CM config files
3. Content Manager Version How to check CM and Player versions.
   1. Content Manager Version (Release XX.XX.XX)
   2. If Players are involved, provide a player version (Release XX.XX.XX)
   3. If not all players are affected, provide an unaffected player version (Release XX.XX.XX)
4. When?
   1. Date and Time DDHHMM
5. What Kind of Troubleshooting Have You Done?
   1. Restarted Apache Tomcat service (web server) - most of Content Manager issues.
   2. Restarted service (Manages server-side transmission and communications in a Scala network) - When Content Manager will not generate all players.
   3. Restarted Postgresql service - When you can not generate thumbnails.
   4. Restarted the server
6. CM OS Version, Java, Tomcat Check CMSystemInfo in ContentManager logs

• Operating System:Windows XXXXXXXX (64?) Service Pack? R2? (Some functions need have a certain service pack and RX. update regularly for a security reason)
• Java VM:X.X.X_XX (Oracle Corporation) Automatic Update should be off.
• Apache Tomcat/X.XXX (Some Tomcat versions create download issues.)

1. How Many Players Are Affected?
   1. None. One. Some. All. Only one player has been tested
   2. Total number of Players = XX
   3. Total number with issues = XX
   4. Provide Player Logs. Send Client Combined Log.xml to support.
2. Particular Media File
   1. .mov .png .sca size of file XXX MB (Width ????? X Height ????)
   2. How was it created?
   3. Scala Designer Page size ( ???? X ????)

1. A corrupted media file or unsupported media file causes the issue. Try to play without a suspicious media file.
2. supported media file (CM and Player)
3. Convert the file to different formats
   • Ex. Convert .Tiff to .PNG. Video WMV to H.264 General recommendations (H.264)
1. Naming files, paths and spaces
   • Avoid Windows reserved characters such as * . ” / \ [ ] : ; | = , ＋for File names
     • Player cannot download a filename that contains a semicolon ; Fix Version/s:12.00 (Kansas)
     • Player cannot download a filename that contains %
     • 11.02.XX If a network name has a space, Android Players can not download the file.
   • https://msdn.microsoft.com/en-us/library/windows/desktop/aa365247(v=vs.85).aspx
   • https://msdn.microsoft.com/en-us/library/windows/desktop/aa368590(v=vs.85).aspx
   • Up to 256 alphanumeric characters
2. Content Manager Maintenance Period
   • Check your Scala Maintenance Subscription YYYYMMDD
3. Even if in a Different Environment, Does the Issue Happen?
   1. Provide reproduce steps with pictures.
4. Scheduling, Planning and Playback Ordering Related Issues
   • For scheduling related issues, please check the Plan.xml (by default located at C:\ProgramData\scala\InfoChannel Player 5\Network).
   • Provide Plan.xml
   • Provide billing logs
5. MySQL or PostgreSQL You might be required to provide DB backups.
   • Backing up your PostgreSQL Database 9.3
   • How to use pgAdmin
6. PAM Issue
   • Provide MongoDB logs Default C:\ProgramData\Scala\MongoDB\Logs
   • You might be required to provide MongoDB backups
     • Backing up MongoDB
   • Uninstalling PAM 11.02 (MongoDB 3.0.12) and reinstall PAM
7. Check Future license. A newer release than 11.03 (Not the classic lisence contract.)
   • Network>Player>Click Player name>Property

• License Functionality

1. Web Browser
   1. Chrome version XXXXX Check browser Support
      1. You confirm that you are running the latest version of Chrome by typing in chrome://version in your address bar? Please check if there is an available update for you here.
      2. Click this icon ≡ in the upper right hand corner of your browser and then click "About Google Chrome."
      3. Clear Chrome cache & cookies.
         1. On your computer, open Chrome. At the top right, click More .>Click More tools Clear browsing data.>At the top, choose a time range.> To delete everything, select All time.>Next to "Cookies and other site data" and "Cached images and files," >check the boxes.>Click Clear data.
      4. Try different browsers. such as IE, Firefox.
2. Other Factors
   1. Firewall
   2. Antivirus software
      1. exclude below from real time scanning
         • CM folder C:\ProgramData\Scala\InfoChannel Content Manager 5\Data\YourNetwork\receive
         • Pre-imaged Player D:\FTProot\InfoChannel_Player_5_Config_and_DATA\Application Data\Logs
   3. Proxy server
   4. Automatic Backup
   5. HTTPS
3. Common problems are often resolved in software patches:
   1. System requirements
   2. Updating tips
   3. Some versions can not directly upgrade to the certain version.
      1. For example.
         • 10.5.2--10.5.5 --11.00.11-- 11.03.02
         • 10.5.16--11.01.04 --11.03.04
      2. Basic paths. 6.0.17 6.2.13 10.5.14 11.00.11 11.01.04 11.02.06 (No need to stop all versions.)
      3. If you do not want to download third-party components during the installation, please ask support for a Content Manager installation DVD.
         • For Example. 10.5.14 – 11.00 DVD --11.00.11—13.00 DVD ----13.06
         • 10.5.16 --11.02DVD--11.02.06--14.00DVD
   4. After updating ContentManager, Scala recommends that you update one or more Scala Players in your lab-environment or test-environment, and verify satisfactory operation.
   5. Download a CM Updater