DMP, VIP, or Both Offline In Venus Control Suite (VCS) and/or IDM, Communication Lock Up

Potential Symptoms

  • DMP and VIP are both offline in VCS, but communication equipment is working.
  • Communication error for GS6 on VCS dashboard.
  • Either DMP or VIP is showing offline in VCS, with the other one online.
    • Display may appear blank but may actually just be very dim.
  • Able to connect to VIP web config but unable to ping DMP from the VIP.
  • Unable to connect to VIP web config, and able to connect to DMP web config but it shows an error "Player communication error, unable to communicate with the following service(s): Status".
  • Unable to connect to VIP web config but able to connect to DMP web config and the VIP tile shows Connection Status as a Red ! and the light sensor data is all showing Data Not Available.
  • GUID not showing up when trying to associate either the VIP or DMP.

Environment

  • Product: GS6, GT6, DB-4200, DB-5000, DB-6400, DB-6500, BLD-0100
  • Component: DMP-8050, DMP-5050, DMP-5000
  • Control System: Venus Control Suite (VCS), IDM

Cause

  • Communication lock up of DMP and/or VIP.
    • Can happen with brief power surge, loss, or outage.

Resolution

  • Reboot the display using the Reset Display button in VCS under the Display Troubleshooting section for the sign or through the DMP or VIP web interfaces directly.
    • reset display.jpg
  • Display may also be rebooted by shutting off the circuit breaker that powers it for 45 seconds and then turning it back on.
 

KB ID: 000011298


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