Basic Troubleshooting for a Disconnected Player

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Sergey K

Basic Troubleshooting for a Disconnected Player

Post by Sergey K »

Basic Troubleshooting for a Disconnected Player

There may be a time when you experience a disconnected player. Most disconnected players can be remedied by a little basic troubleshooting. After completing each step, verify to see if your issue has been resolved. If not, move on to the next step.


Power to the Player

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Both the SF-100 and SF-200 have power indicator lights. For the SF-100, you should see a solid green light next to the power port. With the SF-200, the green light is located on the front of the play er beside the IR sensor. If these lights are on, the player is receiving power correctly. If a red light is displaying on the SF-200, this indicates a power issue. The next step would be to cycle power (See Rebooting the Player below). If the light is not on, ensure the power supply is plugged in completely to the player and the power source. Confirm the power source, such as a power strip, outlet, and breaker (if applicable) are turned on. If the power indicator light is still not on, is blinking, or is red, this is most likely a failed power supply. It will need to be replaced with the appropriate power supply.


Rebooting the Player

To reboot the player (Hard Reboot):
  • Disconnect it from power
  • Wait for 3 seconds
  • Reconnect power back to the player
Note: This can be accomplished using the plug from the player’s power supply port or turning the surge suppressor off, then back on.

To reboot the player (Soft Reboot):
  • Enter the player's IP address into a web browsers address bar
  • Type the password and click SUBMIT to access the player’s web configuration (default password: noventri)
  • Click the REBOOT button at the bottom of the menu
Note: A 30 second countdown will begin. Once complete, the player will have completed the power cycle.


To reboot the player (Noventri Remote - SF-200 Only):
  • Point the Noventri Remote at the front of the SF-200 (green LED/IR sensor)
  • Press the RED power button at the top-left corner of the remote
Note: The green LED light on the front of the player will blink after 6 seconds, indicating the player rebooted.


Network Connection

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If the player is not connecting to your Suite after typing in the correct Noventri Server address and port, check the following:
  • The network port on the player for blinking lights (usually amber/green)
  • If no lights are blinking, make sure the network cable is plugged in securely into the player and the wall jack's network port
  • If there is still no network activity, connect another device to the wall jack's network port (such as a laptop or network tester) to verify you have network/internet access

Restore Default Network Settings

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To restore your player to the factory default network settings, use the Noventri Remote (SF-200 only) or the player’s web configuration:

To restore the player's network (Web Configuration):
  • Enter the player's IP address into a web browsers address bar
  • Type the password and click SUBMIT to access the player’s web configuration (default password: noventri)
  • Click the DEFAULT button at the bottom of the menu
Note: A 30 second countdown will begin. Once complete, the player will restore factory default network settings followed by a reboot.

To restore the player's network (Noventri Remote - SF-200 only):
  • Press the MENU button to bring up the DEFAULT NETWORK SETTINGS? dialog box
  • Use the LEFT arrow button to select YES
  • Press the ENTER button to confirm your selection
Note: The green LED light on the front of the player will blink after 3 seconds, indicating the player’s network settings have been reset followed by a reboot.


Changed or Conflicting IP Address - Player
Have you added a device to your network? Installed or updated a POS (Point of Sale) system? When adding a new device to your network, this may cause devices to experience IP conflicts. An IP conflict may cause your player(s) to disconnect from the server randomly. Ensure that your network configuration assigns IP addresses through DHCP. This will allow all devices to have their own unique IP address. If your network is configured with static IP addresses, confirm that no other device is using the same IP address as the player(s).


Changed or Conflicting IP Address – Server
As noted above, adding a device may cause the PC installed with the Noventri Suite Server to experience IP conflicts. If the server IP address is changed, the players pointed to that server will no longer be able to communicate with it. Verify that the IP address of the Noventri Server computer is the one the players are assigned to by following the steps outlined in this Quick Start Guide.


USB Drive

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Check the USB drive to make sure it is fully seated into the player:
  • Turn off power to the player
  • Remove the USB drive from the player and reinsert the USB drive back in
  • Restore power back to the player
If the above steps do not resolve the disconnected player status, try the following:
  • Power off the player
  • Remove the USB drive and insert it into a computer
  • Right-click the USB drive letter in My Computer and select Format
  • Leave the default settings and click Start
  • If the format completes successfully, safely remove the USB drive by right-clicking the USB drive letter and selecting Eject
  • Reinsert it back into your player
  • Restore power to the player
Note: If you receive any type of read/write errors during formatting, the USB had failed and will need to be replaced.


It also may be helpful to search the forum to find any posts related to your issue.
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