PLAYport - Troubleshooting your network

  • If a screen loses connection to the network, It will bring some issues. The most obvious problems are that content does not update or that widgets do not work as they should. But calm down, we'll solve it. Below are 2 guides on how to get your network up and running. One for wired connection and one for wireless connection

    Wired connection (Ethernet)

    If 3 green circles 1-2-3 appears on the screen when it starts up the media player's network have connection to our servers and the problem should be solved.

    1. Check that all cables are properly connected into the media player

    2. Restart the media player. Disconnect the media players power cable from the wall socket or from the media player.
      - Verify that the media player has a network cable connected directly into the media player. (It can be connected via a USB adapter if it is a model of MAX / mini)
      - Unplug it and plug in the Ethernet cable to verify that it is securely connected.

    3. Verify that the player is set to use wired connection.
      - To verify this, connect a USB keyboard to the media player and press F2 to access the network manager. (If the media player only has micro-USB ports, it came with an adapter for USB Type-A, this only applies to PLAYport max / mini)
      - Verify that the media player is set to "wired".
      - Save the settings by pressing F5 or press the "Save" button, the player will now restart with the new settings.

    4. Check the network settings directly in android settings
      - The menu can also be accessed by clicking F6 (PLAYipp console now appears on the screen) and then F12
      - Select Ethernet and verify that Ethernet is turned on.
      If it is off, turn it on by navigating down to Ethernet and clicking Enter. Navigate to the right and click on "Ethernet Is Enabled / Disabled". (Back out of this menu with ESC when you are done)

    5. If the media player still does not connect to the network, something prevents the player from getting a network connection. Check that any hubs, switches or routers are connected and connected properly. In most cases, you locate one of the above at the other end of the network cable that exits the media player.

    6. If the media player still fails to connect, it may be because some type of network configuration is required. It can e.g. be that the network requires that the media player has a fixed / static IP address, that the network goes through a proxy server or that the network requires that the Screen IDs be verified manually. Contact your internal IT / network department for further consultation.

    7. If the media player does not get a network connection when you have completed the points above, the IT manager must check the following: Ports 80 and 443 must be open for the address panel: 192.165.76.0/24 to 192.165.77.0/24 (192.165.76.0 - 192.165.77.255)

    Wireless connection (Wi-Fi)

    If 3 green circles with the numbers 1-2-3 appear on the screen when it starts up, the media player has a network connection to our servers and problems should be solved.

    1. Restart the media player. You can disconnect the players power cable from the wall socket or from the player itself.

    2. Make sure that the password or wireless network name (SSID) has not been changed. Also check that the SSID and password for the wireless network are entered correctly.
      - To access network settings, you need to connect a USB keyboard to the media player and press F2 to enter the network manager (back out of this menu with ESC when you are done).

    3. Make sure your wireless network is working. Are there network problems on other devices using the same wireless network? Restart your wireless network, e.g. your router and / or access point.

    4. Check the network settings directly in android settings.
      - Click F6 (PLAYipp console now appears on the screen) and then F12.
      - Go to WIFI and verify that it is turned on. If it is off, turn it on by navigating to the right and clicking on "WI-FI Is Enabled / Disabled".
      - Select the network you want to use and click forget.
      - Choose to connect to the network again and enter the password. (special characters like @ you type with SHIFT instead of ALG GR as the keyboard is based on android)
      - You can see the status of the network connection on the second line under SSID.
      The following statuses can be displayed:
      CONNECTED: the media player is connected to the network. If it still does not update, there is something in the firewall that is blocking the media player from connecting to all servers.
      AUTHENTICATION PROBLEM: Wrong password is has been written. 
      SECURED WITH XXX: The player is not trying to connect to the network. Navigate to it and connect again (back out of this menu with ESC)

    5. If the media player still fails to connect, it may be because some type of network configuration is required. It can e.g. be that the network requires the player to have a fixed / static IP address, that the network goes through a proxy server or that the network requires that the Screen ID be verified manually. Contact your internal IT / network department for further consultation.

    6. If the media player does not get a network connection when you have completed the points above, the IT manager must check the following:
      Ports 80 and 443 must be open for the address range: 192.165.76.0/24 to 192.165.77.0/24 (192.165.76.0 - 192.165.77.255)