Troubleshooting Devices

Force an Update to the Player

Can you force an update on the player screen thumbnail/preview?

The screenshot should be updating every 10s. If not, this usually suggests that something is preventing the devices from uploading new screenshots to the TTV server. The cause could be networking, proxy, or firewall issues.

Also, if the Player window is hidden — minimized or not in the foreground — a screenshot cannot be performed as well.

Role for Clearing the Cache

It is manage device and organization access if you use google CDM.

What is uptime?

Uptime refers to the percentage of time your device is up and running over the last 30 days.

It also indicates the consecutive time your device has been online without interruption. Uptime is a key metric for monitoring the health and reliability of your devices, as it helps identify how consistently they are operational.

Shows a Pairing Code

My screen is showing a pairing code.

Follow the steps in the Pairing documentation to successfully pair your device.

Outdated Content Displayed

What should I do if the scheduled content is not playing and the screens are displaying outdated content, and are there any device settings I can try to get it to sync?

First, try checking if everything is scheduled correctly. If the issue persists, it's best to verify device settings like device location to ensure the right timezone is set.

IP Addresses

What's the best way to get the IP addresses for all of our devices? Is there a way to export device details as a spreadsheet, or can you allow us to copy these details out of the device info pane?

You can get a device IP Address on the Device page, and clicking the Device menu option on the right side of the screen.

Under General, you can see the IP Address of this device is listed.

Download the OS for Raspberry Pi Device

Use the Raspberry Pi image at the following link

Default Login

There are two areas with information on the default login:

Getting Started with TelemetryTV

TelemetryOS Box Setup Guide

Cost for an Additional Device

Check our pricing guide for more details.

What Devices do you Recommend

Our recommended device is the TelemetryOS Box.

However, we also have a number of certified devices that we recommend: TelemetryTV Digital Signage Hardware.

Managing On/OFF for Devices

You can configure a device's Active Hours.

Export Device List

You can use the export device feature on the Devices page, click the Reports tab and download the device list as a CSV file.

There are also several ways to obtain aggregate device information from the TelemetryTV portal:

You can use an integration with Amazon Kinesis Firehouse

1. Webhooks for device notifications.
2. Webhooks to control aspects of TelemetryTV.
3. Directly using the API.

Maximum Device Organizations

You can only have up to 3 organization device levels as only 3 levels of nesting/sub-folders are supported for device organizations.

Specific Device not Playing Correctly

How can I check if a specific device is playing correctly and what information should I provide to investigate the issue?

To investigate the issue, please provide the following information:

• The time the issue occurred
• How many times the issue occurred
• How long the issue lasted for
• A picture or description of the issue
• If the issue affected the entire screen or just a specific zone
• If the issue happened on any other devices
• Any error messages or logs associated with the issue

Accessing Older Logs

Our account logs are saved for 2 months.

You can find these changes in account Settings under the Logs area of your account.

Offline Devices on Same Network

What should I do if devices are going offline on the same network?

Verify that the necessary URLs and ports have been whitelisted as listed in the documentation. This will help ensure that your devices maintain a stable connection to the TelemetryTV platform.

Device Licenses and User Licenses in Subscriptions

What is the difference between device licenses and user licenses in TelemetryTV subscriptions?

• Device licenses refer to any devices/screens connected to your account (for playing content).
• User licenses refer to the amount of users who have access to the app.telemetrytv.com Administrator profile.

For more billing information, click here.

Updating Device to Latest Version

To update your device to the latest version, log into the TelemetryTV desktop app, select the device, go to settings, and click on update.

If the device is not updating, check your firewall configurations against the firewall settings and ensure that you're allowing traffic to AWS S3.

Device Shows as Offline

The offline indication typically means one of the following has occurred:

• The device has been powered off or unplugged.
• The device has lost network connection and has not been able to re-establish the connection.
• The TelemetryTV player application has been closed on the device.

Make sure the device is on, connected to the network, and the player application is open on the device.

"WAR_DEVICEDURATION" and "ERR_CACHESLOW" Error Messaging

The "WAR_DEVICEDURATION" error indicates that the device is no longer online.

The "ERR_CACHESLOW" Device storage degraded error typically indicates a flash memory or storage failure at the hardware level. The severity of this issue can vary.

If you find that playback is unstable, it is recommended to replace the device to improve performance. More information can be found here.

A device may go offline for several reasons:

• The TelemetryTV player application may have closed.
• The device may have been powered off or unplugged.
• The device may have been disconnected from a network.

If you are able to access the device physically, verify that the device is connected to the network and ensure the Player Application is open.

Service Worker Errors, Cache Fetch Failures, or Offline Devices

What could be causing service worker errors, cache fetch failures, and devices going offline and online frequently, and how can I resolve these issues?

These errors typically indicate firewall issues.

Check if any changes were recently made to your network's firewall and if the issue is happening at the same location.

To resolve the firewall issues related to TelemetryTV, review our documentation at this link to see if anything is blocked.

Additionally, whitelist all traffic to *telemetrytv.com and ensure that traffic is not blocked at the IP level, as the IPs we use may change in the future.

Transcoding Videos - API Request Error 415

When you are trying to upload media and get an API Request Error 415

If you receive a Request Error 415 or API Request Error 415 when trying to upload media, that means your media could be compressed or corrupted. You must transcode your video according to the instructions found here.

SSH Vulnerability RegreSSHion (CVE-2024-6387)

Has this critical vulnerability been addressed in a software upgrade on the TTV OS Boxes?

Yes, the critical SSH vulnerability regreSSHion (CVE-2024-6387) has been addressed by upgrading ssh binaries on TelemetryOS devices. The fixed version is 1:8.9p1-3ubuntu0.10 for 22.04LTS. You can find more information here.

Scheduling Signs to Turn Off

How can I schedule signs to be shut off at a certain time?

Yes, you can schedule this through the use of the Active Window feature. This can be configured on a per-device basis in the Device Settings of your account.