Hot Topic

• 11.00.0X Memory leak that happens when aborting an audio or video file that loops. Fix Version/s 11.00.08
• 11.0X.XX Some WMV files stutter at around 30 seconds of playback SW+DXVA Fix Version/s 12.00
• CM 11.01 Do not include @ (Player name and password) Fix Version/s: 11.01.04
• 11.02.0X Image file (Message ) issue Fix Version/s 11.02.05
• 11.03.xx Upgrading from 11.02.04, scala script and python(VBscripts) won't work. Upgrade from 11.02.00 Fix Version/s 11.03.05
• Check the newest issues. Notable for support
• Check for recent update notes

Steps 1 through 7.a 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 email.

1. Affected Customer
2. Date and Time .
   • If it is reproducible and you do not know the exact time, reproduce it again and record the time so that you can easily point out the error from logs Date and Time MMDD HH:MM
3. Player and Content Manager version
   • How to check player and CM versions
     • Player version (Release XX.XX.XX)
     • Content Manager Version (Release XX.XX.XX)
       • If not all players are affected, provide an unaffected player version (Release XX.XX.XX)
     • Android version X.X Firmware version X.X Code Name XXXX
4. Error Message and Condition Provide information as much as possible.
   • Condition (Before, after, black screen, Player is minimized, possible cause, after a video has been added)
     • Black Screen issues (Only one player)
       • Is it minimized?
   • Suddenly the issue started? New installation? After updating? The difference between affected Players and unaffected Players
     • A previous Player version (Release XX.XX.XX)
     • A previous ContentManager version (Release XX.XX.XX)
   • After restarting the player, it played normally? How often do you reboot the player a week? Reboot Players Immediately and Weekly
   • Send logs (Client Combined log.xml) to Scala support
     • Check logs and paste with date and time.
       • If only one player is causing the issue, check System Error Logs
5. How Many Players are Affected?
   1. One. Some. All. Only one player has been tested
   2. Total number of Players= XX Total number with issues= XX
   3. If many players have issues, you need check Content Manager logs as well.
      • How to download Content Manager logs
6. What Kind of Troubleshooting Have You Done?
   • Restarted the player. Replaced the Player
7. Player Model
   1. iBASE SI-XX Scala Ready image SC XXX? Custom? Android?
      • -----------------------------------------------------------------
   2. Check PC Player limitations.
      • Certified Scala PC Player Hardware
      • Player Manual
      1. Custom PC
         • Recommended PC Specs
           • CPU, Memory, RAM, Graphic card x ?, model of PC
           • From an Administrative Command Prompt: MSINFO32.EXE /report YYMMDD_CUSTOMERNAME_PLYRPC_SysInfoRpt.TXT

1. Laggy videos?
2. Setting MMOS.ini
   • MMOS Advanced Settings
3. EWF Settings on or off
   • Set EWF on a Scala Ready PC Player
4. Wifi or LAN
1. A Particular Media File
   1. Send a suspicious file to Support
   2. .png .sca size of file XXX MB (Width ????? X Height ????) Scala Designer Page size ( ???? X ????)

1. Channel in ContentManager
   • Number of frames(zones) 1, 2, 3, 4, 5, 6
   • Dimensions: (Width XXXX) (Height XXXX)
1. How was it created? Which software?
2. Video file Check a Video Coding
   1. Mp4 file Video Codec H.26X MPEG-4. Resolution: ?????x???? Frame Rate XX.XX Audio Codec MPEG AAC audio(mp4a) sample rate XXXX Hz XXX MBH.264/HEVC/MPEG-4, the audio track should be in AAC (Advanced Audio Coding) format.
   2. If you are using H.264 file, check CABAC or CAVLC CABAC is not supported
3. A corrupted media file, unsupported media file or too high resolution causes the issue. Try to play without a suspicious media file.
   1. Supported media file
4. Convert the file to different formats
   1. Convert .Tiff to .PNG. PNG offers fully lossless compression
   2. If it is laggy and CPU usage is high, reduce the size of files.
      • Check Player Performance
      • 1920x1080 1,280x720 720x480
      • How to convert video files
5. reduce the Designer page size, Content Manager frame size and number of frames
1. Player OS Version
   1. Windows XXXX Service pack? 64 bit? Windows 10?
   2. Android version X.X Firmware version X.X Code NameXXXX
      • Check IAdea Android OS and firm. Ver.
      • Check supported Firmware version
      • Check advance settings for Android players
2. Check Future license.Newer release than 11.03
   • Network>Player>Click Player name>Property

• License Functionality

1. Display information
   • 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
   • If you want a Portrait screen, it is recommended that the screen orientation in Windows is set to "Landscape". Change Screen Orientation in Scala Player Configuration.

• For Multi Screens, Use AMD Eyefinity and intel Collage mode to reduce lag. Some players do not support Intel Collage mode.

1. Scheduling, Plan and playback order issues
   • Provide Plan.xml
   • Provide billing logs
2. Even in a Different Environment, does the Issue Happen?
   • Provide reproduce processes.
   • Get a suspicious playlist and perform in a different network.
3. Other Factors
   • TV Monitor （You might need EDID emulators)
   • RDP Remote desktop service might cause slowness.
   • Firewall
   • Antivirus soft. The listed below is recommended
     • Delay the start of player clients. Player version 11.00.00 (Avoid conflicts)
     • weekly or nightly reboot
     • "read-scanning" excludes from scanning below.
       • System Log files (Highly suggested)
       • The Player configuration
       • Media file directories
   • Capture/TV tuner model.
   • Proxi
   • HTTPS
   • Not enough electric power
   • Special Settings
   • A wrong AC adapter.
     • H.264 Video Max resolution (width and height). Some customers are using custom computers with high resolution displays
     • If the PC has a high spec graphic card, motherboard, CPU(Faster i7) and memory, it seems manageable for showing 4096 (height and width) and then up to 8192 (2 graphic cards X 4096)
     • Only play for few seconds? Player hasn't connected to CM for more than 30 days ? Create a new player in CM
   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. Tips
      • Reboot Players Immediately and Weekly
      • Set EWF on a Scala Ready PC Player
      • Set TightVNC for a remote control and multi screens
4. Common Problems are often Resolved in Software Patches
   • Maintenance and download a player updater
   • Install a player updater (11.006)
     • Inform detailed Scala script problems. Player version 11.03. PD-7801
     • Skip unsupported media. (Ex.Player version 11.00.11)
     • Win7 delay the start of both the Player graphical client and the Player network client. Version 11.00
     • Show Android firmware version in CM. Version 11.01.02