Using remote diagnostics
Introduction and orientation
First compare current monitoring and the remote preview with observations on site. Then choose a targeted read-only check. The result should identify the next step, rather than automatically assign the cause to hardware or software.
Checks and troubleshooting
Include the system in your diagnostic toolkit. Available information can help identify a cause even when resolving it requires work on connections, content or hardware. The aim is an informed next step and a focused service intervention.
1. Start with what you observe
Record the device, time and exact symptoms. Distinguish the administration status, player connectivity and what someone actually sees on site. An offline status alone does not explain why the connection failed.
2. First check what the system already shows
Check the latest report and its timestamp in device monitoring. Then compare the remote preview with what someone actually sees on site. Monitoring already collects information such as disk usage, temperatures and connected devices; there is no need to retrieve the same data again with commands.
- Monitoring: check the available reports and their age. A disconnected-display report is a reason to inspect the video connection, power and presence of the screen; it does not prove a cable has been unplugged or hardware has failed. The last report may describe an earlier state.
- Remote preview: helps compare player content with what you expect. It does not confirm that the physical display is lit, renders colours correctly or responds to touch.
Technical note for administrators
Service console: depending on the platform and available tools, an authorised technician can check touch devices, USB storage, file readability or network connectivity. Follow a specific guide. The console is not automatically an SSH session, and access to the interface does not grant every operating-system permission.
3. Use the console purposefully
Use the console for a question that remains unanswered. Recognised USB, for example, does not tell you whether touch positions are correct. Choose a symptom in the table below and open its procedure. Each explains the command and how to read its result.
| What still needs checking | Targeted check |
|---|---|
| The USB controller is visible, but touch behaves incorrectly. | How to read touchscreen input reports |
| An output is configured, but no sound is audible on site. | How to check the player’s audio output |
| USB storage is recognised, but one video will not play. | How to check a video that will not play from USB |
Use the output to decide the next step
Record what you actually found and what is still uncertain. For example, “the controller reports four contacts when nobody touches the screen” is an observation; it does not by itself establish that “the touch film is faulty”. Before restarting, updating or replacing a part, identify which assumption the action will test, then compare the result afterwards.
Technical note for administrators
Read the state before changing settings. Do not copy another device number or path into commands. Perform resets, restarts and configuration changes only for a specific purpose, then check the result. Console access and permissions are explained in the remote console guide.
Related topics and next steps
4. Evaluate the findings and ask for help
An incorrect extension or unreadable USB file can direct attention to the media; a missing touch device to its connection; a persistent contact to a particular location or controller state. None of these findings proves a single cause on its own.
Send your software provider the symptoms, device identity, time, relevant report and diagnostic output. Do not send passwords, keys or unrelated personal data. Agree on the next step; hardware support can use the findings to prepare a focused on-site inspection.
Contact your software provider.