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How to access the Troubleshooting page of the OptiSigns Player

Sometimes you may experience issues with the OptiSigns app. If that happens, you can navigate to the Troubleshooting page from the side menu in the OptiSigns app to check the connection status and other details.

 

How to Access the Troubleshooting Page

For Android OS devices such as the OptiSigns Android Stick, Amazon Fire Stick, Google Chromecast, and similar devices:

  1. Press the three-bar button on your remote to open the side menu of the OptiSigns app.
  2. Navigate to Troubleshooting under the Advanced Options section.

From there, you can view detailed information about the app’s status and connectivity to assist with troubleshooting.

  • Check Internet Connection: Verifies whether the device has an active internet connection.
  • Check Connection to API Services: Tests the device's connection to OptiSigns services.
    • Note: If this check fails, it may be due to a firewall blocking the connection. Refer to our Whitelist Article for the required URLs and ports.
  • Check File Downloading: Confirms the status of downloadable files (e.g., images, videos) being downloaded to the device.
  • Network Information: Displays the current network the device is connected to.
    • WiFi/Ethernet Details: Includes IP Address, SSID, Signal Strength, Channel, Connection Type, and MAC Address.
  • Device Information:
    • Screen Name, Pairing Code, Screen Resolution, OptiSigns App Version, OptiSigns MDM App Version, OS Version, Manufacturer, Model, Serial Number
    • Heartbeat/Polling Interval: Indicates how frequently the device communicates with OptiSigns servers and the last received signal.
  • Running Time: Shows how long the OptiSigns app has been running on the device.
  • Storage: Displays used and total storage capacity.
  • Memory: Displays used and total memory capacity.
  • System Time: Shows the current system time on the device.
  • System Time Zone: Displays the time zone configured on the device.
  • Assigned Content Type: Indicates the type of content the device is playing (e.g., Asset, Playlist, Schedule).
  • Assigned Content Name: Provides the name of the content being displayed.
  • Device Created Date: Displays the date the device was activated.
  • Operational Schedule Assigned: Shows whether an operational schedule is assigned (Y/N).
  • Mute Status: Displays the current audio status of the device.
  • Heavy Content Status: Indicates whether the device is handling heavy content (e.g., 4+ zones or SplitScreen with 4K video) (Y/N)

 

For OptiSigns Pro Player devices 

  1. Press the three-bar button on the top right of the OptiSigns app.
  2. Navigate to About under the Advanced Options section.

From there, you can view detailed information about the app’s status with About

  • Used Cache: Displays the amount of cache currently used on the device.
  • Version: Shows the OptiSigns App Version installed on the device.
  • Device Info: Provides the device name, platform, OSVersion, HostName, and Local Time
  • Server Connected: Tests the device's connection to OptiSigns services.
    • Note: If this check fails, it may be due to a firewall blocking the connection. Refer to our Whitelist Article for the required URLs and ports.
  • Internet Connected: Verifies whether the device has an active internet connection.
  • CpuUsage: Displays the current CPU usage capacity
  • RAM Usage (Used/Total): Displays used and total RAM capacity.
  • Storage Usage (Used/Total): Displays used and total storage capacity.
  • Network Information:
    • Connection Type: WiFi or Ethernet
    • MAC Address, IP Address, WiFi SSID

 

For Windows OS devices 

  1. Press the three-bar button on the top right of the OptiSigns app.
  2. Navigate to About under the Advanced Options section.

From there, you can view detailed information about the app’s status with About

  • Used Cache: Displays the amount of cache currently used on the device.
  • Version: Shows the OptiSigns App Version installed on the device.
  • Device Info: Provides the device name and platform
  • Assigned Content Type: Indicates the type of content currently being played on the device (e.g., Asset, Playlist, Schedule).
  • Device Local Time: Displays the current system time set on the device.
  • Network Information:
    • Connection Type: WiFi or Ethernet
    • MAC Address, IP Address, WiFi SSID

If you have any questions or issues that need support, please feel free to reach out to us at support@optisigns.com.

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