How to do remote display support?
Livesignage offers the possibility to provide remote support through your backoffice.
From the display page, reachable in the sidebar on the left of the platform, you can monitor all the displays of a customer. For a quicker and more immediate view, we recommend activating the table view, which, in addition to the display status (online/offline), also shows the time of the last contact of the display with the cloud.
Communication between the cloud and the displays does not occur constantly but approximately every 30 seconds.
By clicking on one of the cards (or on the name of one of the displays, in the case of table view) you can access the page of the single display. Here, in addition to monitoring the vital functions of a display, you can also perform operations useful for troubleshooting starting from the most basic ones such as rebooting a display.
Useful troubleshooting operations
- Check Online/Offline Status: check if the display is connected to the network and, if not, check the time of the last contact with the cloud
- Restarting programming: restarts content playback but not the device at hardware level
- Restarting the display: hardware reboot of the device
Advanced troubleshooting operations
- Speed test: checks the download speed of the display connection. In this case the test is performed by simulating the download of a real file. In the case of a speed test on the network, remember that a minimum bandwidth of 20 Mbps in download and 5 Mbps in upload is recommended.
It may happen that a display appears online but, once the display page is opened and a few seconds have passed, a “display unreachable” message is displayed. This is caused by the fact that the system takes about 2 minutes to determine that a display is no longer reachable.