Basic Troubleshooting for Adflow Equipment

Topic

This article provides some basic troubleshooting steps for Adflow equipment.

Environment

Product Family: Adflow Media Players (AMP)
Products: Current - SM200, SM400, SM600, SE100; Older - R200, R400, R800; Legacy - 750D, 750Q, 950
Components:
Control Systems: DMS

Steps

Error messages and Black Screens

If there is an error message on the screen:
1. Try power cycling the player (see step 5) and if error persists, call ADFLOW Toll Free at 1-866-523-3569 to speak with a technician.
2. If no errors but there are/is black screen/s, continue below.
Confirm All connections (power & signal) to the screens & Media Player are secure.
1. Some are connected via HDMI from player to screen (usually for direct connection or short distances).
2. Some have Gefen (HDMI), video extenders (sender and receiver) between player and screens (used for longer distances).
3. Some have VGA adapters if screens are VGA and have no HDMI ports.
4. Some older generation media players utilize Display Port and/or Mini Display Port (750D, 750Q, 950,R200, R400, R800).
Confirm the screen is powered ON.
Is the Power button or LED lit on the Media Player, if not, power Media Player ON.
1. The Media Player has a power switch/button.
  1. The SE100 media player has a push Power button on the front right of the player and will illuminate when power is On.
  2. SM200 & SM400 media Players have a push Power button. The button will illuminate when power is On.
  3. The SM100 specifically has a push power button. Next to the power button is 1 blue Power LED and 1 orange Hard Drive (HDD) LED.
  4. The R-Series players (R200, R400, R600) have a toggle switch on the right side of the player. Next to the power button is 1 blue Power LED, 1 orange Hard Drive LED, and a recessed red Reset button.
  5. The 750 player has a push button switch on the side of the player. Next to the Power button is 1 blue LED light and 1 orange HDD light.
  6. 793 media player's top button is the Power and Reset is on bottom. There is a shared light for power and HDD activity.
  7. The 450 has a push button switch on the front of the player. Next to the power button is 1 white-blue LED light.
2. If no lights are on, press Power switch or button once, the LED should light up and the other light should flash, which indicates the player is booting up.
If Media Player has power but there is a black screen yet, restart/power cycle the Media Player.
1. If power light is blue and the screen is properly connected but is black and not showing any content, press the power button once and release, which will start a graceful shutdown and after 30 seconds the blue LED should turn off.
2. If the power LED remains blue, press and hold the switch/button (approx. 30 seconds) until the player shuts off. Once the player turns off, wait 30 seconds and push the switch/button again to restart the media player.
If steps above do not resolve the issue, call ADFLOW Toll Free at 1-866-523-3569 to speak with a technician.

Offline Media Player

If the player is showing as offline in DMS monitoring, confirm that the player is powered On and displaying content.
Reboot the player (See Step 5 under Error messages and Black screens) to see if that brings the player back online to the network.
1. It can take about 10-15 min for a media player to fully reboot and connect to the online DMS service.
2. Depending on the available network bandwidth and file sizes, content updates can take approx. 15-30 min.
Most ADFLOW players are connected via CAT5/6 cable to the network. Confirm network cable connection is secure to the player and the network jack.
1. Some players are connected using WiFi connection.
  1. SM100's are capable of wireless communication, verify both antennas are securely connected and undamaged.
If player is offline, but appears to be working normally, contact your Network Support Team to check the network is up and running.
f these steps do not resolve the issue, contact ADFLOW support Toll Free at 1-866-523-3569 to speak with a technician.

Content out of Date

If content is not current or is not updating when the schedule is changed:
1. The player may be offline.
  1. Follow steps for offline player.
2. The player may be experiencing a lockup of some sort.
  1. Power cycle player (See Step 5 under Error messages and Black screens).
Wait at least 30 min for updates to complete.
1. If old content is still playing or new content is not showing up, contact ADFLOW support Toll Free at 1-866-523-3569 to speak with a technician.

KB ID: 000027041

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