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en:samsung_screen_troubleshoot_guide [2021/07/07 10:42]
admin created 		en:samsung_screen_troubleshoot_guide [2022/08/08 11:18] (current)
admin [Highly recommended settings for high(er) availability]
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-===== Check the firmware version, the current recommended ​firmware is the 2070.3 : ===== +===== Check the network ===== 
-  + 
-  * Either, you can install it remotely from the CMS using **HARDWARE TOOLS > FIRMWARE > 2070.3 in the list > INSTALL**+  * Is the firewall properly configured? [[en:​prerequis_sssp|Check network prerequisites]] 
 +  * Is the connection stable? [[en:​firewallconfiguration|]] 
 +  * Does the IP configuration correct? 
 +  * Try using ethernet cable instead of WIFI when possible 
 + 
 +===== Check the firmware version, the current recommended ​needs to be installed ​===== 
 + 
 +Check the current recommended version according to your screen model here: [[en:​tizen_firmwares|]] 
 + 
 +  * Either, you can install it remotely from the CMS using **HARDWARE TOOLS > FIRMWARE > search for the right firmware ​> INSTALL**
   * or, You can install it from USB drive on premise using the following procedure : [[en:​sssp_usbfirmwareupdate|]]   * or, You can install it from USB drive on premise using the following procedure : [[en:​sssp_usbfirmwareupdate|]]
  
 **+ next step** **+ next step**
 +
 +===== Remind people on premise they should not power off the screen =====
 +
 +The zebrix schedule will automatically turn the screen OFF as the end of the schedule. Adjust the schedule on zebrix if needed.
 +
 +===== Lock the remote control from zebrix CMS =====
 +
 +This will avoid people changing settings / source / turning OFF the display.
 +You can enable this lock from **HARDWARE TOOLS > REMOTE > LOCK > LOCK ENABLED (but disable in offline mode)**
 +
 +<WRAP center round tip 60%>
 +It is recommended to use the option **LOCK ENABLED (but disable in offline mode)** instead of **LOCK ALWAYS ENABLED** so you'll keep an access to screen configuration in case the screens goes offline.
 +</​WRAP>​
 +
 +
  
 ===== Check the screen settings, go to the screen menu: ===== ===== Check the screen settings, go to the screen menu: =====
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 **It didn’t help ? go to the next step.** **It didn’t help ? go to the next step.**
 +
 +===== Highly recommended settings for high(er) availability =====
 +
 +We know that people on premise sometimes use the remote control of the display or the screen'​s physical button even they shouldn'​t.
 +The screen can then switches its source (and exits zebrix) or could be powered off (in standby mode). In both situations, the screen will remain offline on zebrix.
 +
 +There are two very useful settings that could automatically recover zebrix in these cases:
 +
 +  * The **Autosource switching** feature can ensure that the display always switches back to zebrix app after a source change.
 +  * The **Timer ON** will automatically power on the display based on a daily scheduled power on, so in case of a power off via the remote control, the screen will be back online in less that 24 hours.
 +
 +Here is a link that explains how to enable these features: [[en:​samsung_recommended_settings|]]
 +
 +
 +
 +
 +
  
 ===== Empty the cache from the CMS: ===== ===== Empty the cache from the CMS: =====
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 ===== Consider replacing the motherboard of the display by SAMSUNG ===== ===== Consider replacing the motherboard of the display by SAMSUNG =====
  
-The screen is probably having malfunction ask SAMSUNG service to replace it.+The screen is probably having malfunction, ask SAMSUNG service to replace it.