Troubleshooting guides

If a screen loses connection to the network, it can cause a lot of problems. Most often, you notice that content does not update, widgets do not appear or error messages appear on the screen. All this depends on the screen not being offline. The fact that a screen is offline means that it does not have access to the network and PLAYipp's servers. We have created guides for each device type guides to help find the issue. 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 appear on the screen when it starts up, the media player have connection to our servers 1. Restart the screen. You can do this by pressing on/off on the remote and then starting it with on/off again. 2. Check all cables Check that all cables are properly connected into the screen. 3. Verify the connection Verify that the hub, switch or router is connected to the screen. You will find this by following the network cable from the media player.  4. Verify that Ethernet is enabled. Press Home 1888 on the remote. You can be required to pull the IR receiver that is the glowing plastic tab och the side of the screen. Press network > Ethernet. And verify that is enabled. 5. If it still can't access the internet after the steps above, an IT-technician needs to verify that port 80 and 443 is open to the IP range 192.165.76.0/24–192.165.77.0/24 (192.165.76.0–192.165.77.255) Wireless Connection (Wi-Fi) If 3 green circles appear on the screen when it starts up in, the media player have connection to our servers   1. Restart the screen. You can do this by pressing on/off on the remote and then starting it with on/off again. 2. Verify the network connection. Press Home 1888 on the remote. (you can be required to pull the IR receiver that is the glowing plastic tab och the side of the screen.) Navigate to Network > Wi-Fi Check the connection status. Navigate to Wi-Fi and under the SSID it will have one of the following status codes. CONNECTED: The player is connected to the network. If it still doesn't update, go to the point 3 AUTHENTICATION PROBLEM: Wrong password has been written.  SECURED WITH XXX: The network is not chosen. Press it and follow the steps to connect to it. 3. If it still can't access the internet after the steps above, IT-technician needs to verify that port 80 and 443 is open to the IP range 192.165.76.0/24–192.165.77.0/24 (192.165.76.0–192.165.77.255)

If a screen loses connection to the network, it can cause a lot of problems. Most often, you notice that content does not update, widgets do not appear or error messages appear on the screen. All this depends on the screen not being offline. The fact that a screen is offline means that it does not have access to the network and PLAYipp's servers. We have created guides for each device type guides to help find the issue. 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 appear on the screen when it starts up in Health Status, the media player's network have connection to our servers and the problem should be solved. 1. Restart the screen. You can do this by pressing power off and then power on on the remote  2. Check that all cables are properly connected into the screen. 3. Check the hub, switch or router that the player is connected to. And verify that it has a connection to the media player.  4. Verify that the network settings are correct by navigating to: Menu > Network > Open Network settings Choose Ethernet and follow the on-screen instructions.  5. If the screen have a connection to the network but doesn't update with new content. Navigate to Home > URL Launcher settings > Install Web App. Replace entered URL with samsung.playipp.com (https://samsung.playipp.com) 6. If the screen still can't access our servers, You may need additional configuration Static IP-adress, proxy, or Screen ID verification. Contact your local It-Technician.  7. If it still can't access the internet after point 1-6 an IT-technician needs to verify that port 80 and 443 is open to the IP range 192.165.76.0/24–192.165.77.0/24 (192.165.76.0–192.165.77.255) Wireless Connection (Wi-Fi) If 3 green circles appear on the screen when it starts up in Health Status, the media player's network have connection to our servers and the problem should be solved. 1. Restart the screen. You can do this by pressing power off and then power on on the remote  2. Verify the connection by pressing Home > Network status. The screen will perform a test of the connection.  This can be an indication of the location of the problem. 3. Verify that the network settings are correct by navigating to: Home > More settings > Network > Network setting. Choose the wireless network you want to connect to and follow the on-screen instructions.  4. If the screen have a connection to the network but doesn't update with new content. Navigate to Home > URL Launcher settings > Install Web App. Replace entered URL with samsung.playipp.com (https://samsung.playipp.com) 5. If the screen still can't access our servers, You may need additional configuration Static IP-adress, proxy, or Screen ID verification. Contact your local It-Technician.  6. If it still can't access the internet after point1-5 an IT-technician needs to verify that port 80 and 443 is open to the IP range 192.165.76.0/24–192.165.77.0/24 (192.165.76.0–192.165.77.255)

If a screen loses connection to the network, it can cause a lot of problems. Most often, you notice that content does not update, widgets do not appear or error messages appear on the screen. All this depends on the screen not being offline. The fact that a screen is offline means that it does not have access to the network and PLAYipp's servers. We have created guides for each device type guides to help find the issue. 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 player's 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.  - 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. - 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 player's 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 Alt 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 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)

If a screen loses connection to the network, it can cause a lot of problems. Most often, you notice that content does not update, widgets do not appear or error messages appear on the screen. All this depends on the screen not being offline. The fact that a screen is offline means that it does not have access to the network and PLAYipp's servers. We have created guides for each device type guides to help find the issue. 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 appear on the screen when it starts up in Health Status, the media player's network have connection to our servers and the problem should be solved. 1. Restart the screen. You can do this by pressing power and then power on the remote  2. Check that all cables are properly connected into the screen. 3. Check the hub, switch or router that the player is connected to and verify that it has a connection to the media player.  4. Verify that the network settings are correct by navigating to: Settings > All settings > Network The screen will display a status message of the connection.  To show advanced settings, click on Wired Connection (Ethernet). 5. If the screen still can't access our servers, You may need additional configuration Static IP-adress, proxy, or Screen ID verification. Contact your local It-Technician.  6. If it still can't access the internet after point 1-5 an IT-technician needs to verify that port 80 and 443 is open to the IP range 192.165.76.0/24–192.165.77.0/24 (192.165.76.0–192.165.77.255) Wireless Connection (Wi-Fi) If 3 green circles appear on the screen when it starts up in Health Status, the media player's network have connection to our servers and the problem should be solved. 1. Restart the screen. You can do this by pressing power and then power on the remote. 2. Verify the connection by pressing Settings > All settings > Network The screen will display a status message of the connection.  3. If the screen isn't connected to the Wi-Fi network, you can connect it by clicking Wi-Fi Connection and following the on-screen instructions. 4. If the screen still can't access our servers, You may need additional configuration Static IP-adress, proxy, or Screen ID verification. Contact your local It-Technician.  5. If it still can't access the internet after point1-4 an IT-technician needs to verify that port 80 and 443 is open to the IP range 192.165.76.0/24–192.165.77.0/24 (192.165.76.0–192.165.77.255)

If a screen loses connection to the network, it can cause a lot of problems. Most often, you notice that content does not update, widgets do not appear or error messages appear on the screen. All this depends on the screen not being offline. The fact that a screen is offline means that it does not have access to the network and PLAYipp's servers. We have created guides for each device type guides to help find the issue. 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 appear on the screen when it starts up in Health Status, the media player's network have connection to our servers and the problem should be solved. 1. Restart the screen. You can do this by pressing power and then power on the remote  2. Check that all cables are properly connected into the screen. 3. Check the hub, switch or router that the player is connected to and  verify that it has a connection to the media player.  4. Verify that the network settings are correct by navigating to: Settings > General > Network. The screen will display a status message of the connection.  To show advanced settings, click on Wired Connection (Ethernet). 5. If the screen still can't access our servers, You may need additional configuration Static IP-adress, proxy, or Screen ID verification. Contact your local It-Technician.  6. If it still can't access the internet after point 1-5 an IT-technician needs to verify that port 80 and 443 is open to the IP range 192.165.76.0/24–192.165.77.0/24 (192.165.76.0–192.165.77.255) Wireless Connection (Wi-Fi) If 3 green circles appears on the screen when it starts up in Health Status, the media player's network have connection to our servers and the problem should be solved. 1. Restart the screen. You can do this by pressing power and then power on the remote. 2. Verify the connection by pressing Settings > General > Network.  The screen will display a status message of the connection.  3. If the screen isn't connected to the Wi-Fi network, you can connect it by clicking Wi-Fi Connection and following the on-screen instructions. 4. If the screen still can't access our servers, You may need additional configuration Static IP-adress, proxy, or Screen ID verification. Contact your local It-Technician.  5. If it still can't access the internet after point1-4 an IT-technician needs to verify that port 80 and 443 is open to the IP range 192.165.76.0/24–192.165.77.0/24 (192.165.76.0–192.165.77.255)