SignStix® Support


Background


Each signage device attempts to communicate across the network to the SignStix server on a regular basis (at least once per minute).  This allows the device to tell the server about its current state (e.g. its temperature, how long it has been running) and ask whether new signage is available.

If a networking issue causes this communication to fail, the device will continue displaying its current signage, but it will not be able to download any new content or upload information to the server until the network is restored.

Device Status in Director



The Device Admin page in Director lists all the signage devices known to the system.  Next to each device, is a ‘traffic-light’ dot, showing its current status:

TRAFFIC LIGHT DEVICE STATUS

Red

The signage device has not been able to contact the server for over 30 minutes.

Amber

The signage device has not been able to contact the server for over 3 minutes (but less than 30).

Green

The signage device has successfully contacted the server recently (within the last few minutes).

If the colour is amber or red, there may be a network issue preventing communication from the device to the SignStix server.  Firstly, check with your systems administrator for any known network outages.  If there are no outages, check the following:

If the device is configured for Ethernet (a wired network connection):

  1. Check that the network cable (CAT5) is firmly plugged into the device (this is often via a USB ethernet adaptor).
  2. Check that the network switch or router at the other end of the CAT5 network cable is powered-up and functional.
  3. Check that Network Watchdog is enabled for the device.  This can be set in the Device Admin page.  Expand the device in question, click ‘Edit Settings’ and look for      ‘Network Watchdog’ in the Diagnostics section.  This may not help the immediate problem (if the network connection has been dropped then a change in settings won’t be  able to get through to the device), but will help the device maintain its connection in future.

If the device is configured for Wi-Fi:


  1. Check that the Wi-Fi router is powered-up and functional e.g. try connecting a mobile phone to the Wi-Fi network.
  2. Check that the signage device is in range of the Wi-Fi router.  For example, temporary obstructions (particularly metal) may reduce the range.  If possible, try physically    moving the device and the Wi-Fi router closer to each other.

As a last resort, try powering-off the device, waiting for 10 seconds, then powering it up again.

Note that the traffic-light in Director will update itself dynamically, but there may be a small delay between the device changing state and the traffic-light changing colour.