Fix OnSign Player Errors

Fix OnSign Player Errors

Fix OnSign Player Errors

This article explains how to spot and fix some common errors that occur on OnSign players. 


Note: Watch out if the WiFi signal is weak due which the player may show errors as it cannot download contents properly. In such cases we need to report it to the client and CC Jason and Bryan.


Case 1: Error playing video file
Error code/syntax: Error playing file : 2020/Csw.mp4 (Video error)


Error due to video file



  1. Run local storage clearing campaign to clear local storage / Reboot the Player


  1. If Rebooting the Player or clearing the local cache doesn't help, check the size & format of the video



  1. convert it to .mp4 and reduce the file size by encoding using ( Media Encoder / Hand Brake) and replace it.

    

    Check the link below to see the procedure for compressing video

How to compress/encode video using Adobe media encoder

How to compress/encode video using Hand Brake


  1. If this method also doesn't resolve the issue, un publish the campaign, republish and check if the same error appears.

Note - Step 4 should only be carried out during idle-hours or outside working schedule. Make sure to monitor the player closely. 






Case 2 : Error playing image file

Error code/syntax: Error playing file : 2020.jpg (Image error)


Unable to save downloaded file


  1. If the error due to an image
  2. Run local storage clearing campaign to clear local storage / Reboot the Player
  3. If Rebooting the Player or clearing the local cache doesn't help, Replace the content which is causing the error (eg. .jpg or .png)


Case 3 : Error downloading file. Unable to save download file : news app content/d6d121bd61.apk


  1. If the error occur due to RSS feed in the app
  2. Run local storage clearing campaign to clear local storage/Reboot the player
  3. if the issue is with the RSS feed then try replacing it with the updated ones Inform the US team about the issue to get a new one.


 


  1. If the issue doesn't resolve then contact the Development Manager (Philip Kovoor)









Case 4 : Error downloading files. No space left on the player or failed to download the file : 2020.jpg (Image error)


If the issues are due to - No Space left on the player or failed to download file.


  1. Run local storage clearing campaign to clear local storage/Reboot the player
  2. Test the campaigns on a demo player and watch out if the same errors appear.


  1. If there are no errors on the demo player then reach out to Richard/Bryan asking if we can remove some old contents or campaigns to free up some space
  2. These issues can happen if the player storage is full where a local cache clearing campaign can be run as mentioned in the above steps, if that doesn’t resolve the issue then we may need to remove old contents or un publish some campaigns to free up some space so that the player can download all the contents


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