Troubleshooting the Splash Player

1. Verify that the board has Internet connectivity and can access [your environment name].ayudacloud.com. If not, contact your board’s service provider.
2. Ensure that all required ports are opened and all necessary exceptions for firewalls and/or third-party security software have been created.
3. Check that the player does not already have an entry in Splash. This can be done by searching in Splash > NOC > Players for the board’s unique MAC address.
4. Verify that the Player is pointing to the right Splash server. This setting is found in the Player.exe.config file under NetworkService.DefaultEndpointUrl. It should follow a pattern similar to: https://[your environment name].ayudapreview.com/OpenSplash/.

1. Ensure that the installed version of Splash Player was downloaded from [yourinstance].ayudacloud.com/OpenSplash.

Note: The version of Splash Player for preview environments will not work on cloud environments.

2. Check that the Player does not already have an entry in Splash. This can be done by searching in Splash > NOC > Players for the board’s unique MAC address.

1. Ensure that the board has content scheduled to it in Splash > NOC > Loops.
2. Confirm that the Player is not decommissioned in Splash.
3. If this is a new Windows Player installation, ensure that the drivers were installed before.
4. Verify that the date and time of the board’s computer clock are accurate.
5. Verify that the Player is updated to the latest version of the Splash Player software.
6. Check the configured displays to ensure that the correct one has been selected.
7. With a Windows-based Splash Player, install Windows and update all the components before installing Splash. The drivers are included in those components, that would avoid having multiple instances of one display selectable, even though only one screen is physically connected.

1. Verify that the board has Internet connectivity and can access [yourinstance].ayudacloud.com. If not, contact your board’s service provider.
2. Make sure that the board has the correct content scheduled to it in Splash > NOC > Loops.
3. Verify that the date and time of the board’s computer clock are accurate.
4. Verify that the Player is in the correct Sync Group.

Note: Players must reboot to have their Sync Group assignments changed.

1. Verify that MPV or MPlayer are installed properly.
2. Make sure that the Player’s configuration model is properly set to use MPV or MPlayer.

1. Ensure that all ports specified in the configuration file are open, and that all players can both send and receive data on those ports. A network diagnostics tool may be needed to identify network port conflicts.
2. Verify that the players that should be synchronized together have been assigned the same Sync Group Name in the Player settings in Splash.

Players must be rebooted when entering or leaving Sync Groups.

Ensure that the option for the CEF client in the Player configuration is selected and that the Player has been restarted.

Fonts can be configured for dynamic content but the TTF fonts must be installed both on the Player AND on the computer of the user editing the dynamic content.

1. Verify that the faces have synchronization enabled, and are in the same synchronization group. This can be done in Splash > Assets > Faces.
2. Verify that all players in the Sync Group are on the same local network.
3. Ensure that all required ports are opened and all necessary exceptions for firewalls and/or third-party security software have been created.
4. Verify that all Players in the Sync Group have the exact same loop content.

1. Ensure that you can reach the URL of your dynamic content directly on the board. This can be done with remote access, using the Internet browser of your choice.
2. Make sure that all the proper web certificates required by the dynamic content are installed.

These settings are cached inside the cache.db file to prevent accidental tampering. You can delete the cache.db file, which will cause the Player to rebuild it the next time it is launched.

Players do not have faces by default.

If you cannot find Splash Player logs, that may be because they are too old and have been deleted.

The retention plan for the Splash Player logs works as follows:

• The player will allow the log file to grow until it reaches 2 MB. After this, it will rotate the old log and start logging into a new log file.
• The player will retain up to 30 old log files, after which the oldest will be deleted.

When contacting the Broadsign Ayuda support team, make sure to include as many relevant details as possible, by providing the agent with the following:

• Summary of the issue or incident
• Name(s) of relevant assets, media, accounts, contracts, etc.
• Player logs (if applicable):
  • For Windows, located in C:\Program Files (x86)\Ayuda Media Systems\Splash Player\log
  • For Linux, located in /opt/ayuda/splashplayer/lib/log
• Player cache (if applicable):
  • For Windows, located in C:\Program Files (x86)\Ayuda Media Systems\Splash Player\cache
  • For Linux, located in /opt/ayuda/splashplayer/lib/cache
• Remote access credentials (if applicable)
• Include screen captures if possible