Routinely offline...

[Jennifer Chase]

I inherited this system at my church from an employee who was a gatekeeper. I wasn't trained to use it and I certainly wasn't trained to trouble shoot anything. It was installed in 2016. We keep a maximum of 2 minutes worth of material circulating during the school day. I frequently make custom .mp4 presentations in Canva and just drop them over to the Vimeo. A couple of times it's glitched if my .mp4 is too large, so I often break anything jpeg heavy into at least 2 mp4s. Both of our Vimeos have been offline since I updated them on the 1st. I deleted last month's material and added an .mp4 that is probably taking up less space than what I just removed. I have tried restarting both remotely and it just keeps telling me it will restart upon next update. How long should I be waiting for that to happen? Do I need to go onsite and do anything? Are there program updates I need to be keeping current? 

These are the specs I found in case any of this info is needed. 

• App version2.9.2
• CPU usage0%
• RAM usage67%
• System uptime2939:49:13
• Model nameVSB0816
• Product nameviewneo 4K SignageBox
• Manufacturerviewneo
• Serial number40AI8X7BFF
• OS Nameandroid
• OS Version5.1.1

I know these are probably super remedial questions, I am just flying blind here. Thanks in advance.

JC

[viewneo support team]

Hello Jennifer,

Thank you for your message. 
After taking a closer look in your account tlcs.ent...@gmail.com , i can see that the 2 registered devices are offline since 2 days.
Due to the fact that both devices send their last heartbeat to the system nearly at the same time (November 2, 2022 9:26 AM) it looks like the used WiFi is not reachable anymore or there were some changes on it (new password?). If the players have no active internet connection to the viewneo cloud, the restart option in the viewneo CMS Frontend will not work.
To check the used internet connection on the players, please follow the steps in this manual.

I also recognized, that your account does not have a valid subscription for the registered devices.
To be allowed to use viewneo you need to complete your subscription. Please follow the steps in your viewneo account settings -> My Subscription.

If you have any further questions about this topic, please feel free to contact us again. 

Greetings from Duesseldorf

Sebastian

viewneo Support

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---- On  Thu, 3 Nov 2022 22:35:57 +0100 "Jennifer Chase"<jch...@trinityama.org>  wrote ----

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