How to contact our support?

• Please try to describe your problem as precisely as you can.
• Every little piece of information can help us detect the problem.
• When you contact us about a problem we will first ask for some basic information.
• If you send us this information in your first email your problem can be solved much faster.
• It is also nice to have screenshots of what the device actually displays on screen, or videos of the problem.

Table of Contents

• Source of the Problem
• Description of the Problem
• Client Details
  • What is F12 console log?
• Device details
  • What is Device information?
  • How to get Device log files?
  • How to get Device log files if device is offline on Wallboard site?
• Watch YouTube tutorial video

Source of the Problem

To determine the root cause we will ask you about the problem.

Where did you experience the problem(s)?

- Editor
- Device
- Server
- Other (custom request, etc...)

Before contacting us please check the following things to help us discover the root cause and fix problems faster.

- Make sure the device is connected to the internet
- Check if the device has the latest application version that your server provides
- Try to unassign the content, clear the cache, and reassign it to ensure nothing is stuck on the device
- Make sure you use the supported firmware version of the device
- Make sure that you use a supported browser that is up to date
- Try to force refresh the website (ctrl+F5)

tip

If the issue still persists, then continue on to the Description of the Problem section.

Description of the Problem

To determine the source of the problem we will ask you to provide a precise description of the issue.

If you have a problem with a device, we will ask for

Basic information

- The name of the problematic device 
- The name of your client
- The editor domain you are using (f.e. https://editor.wallboard.info)
- A complete log file from the device

Nice to have

- WebView version
- The application version the device has
- We can also use information about the model of the device if it is rooted or not, locked or not
- Whether the device is connected by Ethernet or WiFi
- It is also great if you can export out the content and send it to us
- It is also nice to have screenshots of what the device actually displays on screen, or videos of the problem.

If you have a problem with our website, we will ask for

- The name and version of the browser you use
- The editor domain you are using (f.e. https://editor.wallboard.info)
- The name of your client
- Which part of the website works incorrectly
- F12 console log

If you have a problem with a content, we will ask for

- The editor domain you are using (f.e. https://editor.wallboard.info)
- The name of your client
- The exported content
- If the issue appears in a specific device, then Device details and Device logs

We also ask of course for the description of the problem

- What happened?
- When did it happen?
- For how long?
- What is on screen?
- Did anything happen before the issue appeared?

Here is an example how you can give us the most information within your first email

Dear Support,

My "Device1" named device, under "Client1" client, on "editor.wallboard.info" server is restarting after 5 minutes of working.  
The device is connected via ethernet.  
The model of the device is Beelink GT1 ultimate.  
The device is locked down, and it's application version is 2.20.01.0.  
You can find a log from the device in the attachment.  
The name of the content which is assigned to the device is "Content1".

Best regards,

• For EMEA support, please email us at support@wallboard.info
• For US support, please email us at support@wallboard.us

If you need help finding Client and Device details, please visit the next two sections.

Client Details

Here you can find a small outline on how to find and provide us with client details.

Your email should contain the following client details:

- serverURL
- Client Name
- Content name
- Client logs
- F12 console log

• serverUrl: The editor domain you are using (f.e. https: //editor.wallboard.info)
• Client name: In the right corner on the top you can find the profile symbol, when you click on to it, it will show you the client name.
• Content name: The name of the content where you experienced issues.
• Client logs: In our website navigate to Settings > Logs, then Download CSV and send it to us.

What is F12 console log?

If you experience issues on our website, click on the page then press F12 on your keyboard. It will open a debug window in the browser, where you have to choose the Console and the Network tabs. If one of them (or both) contains a red message, send it to us.

Here is an example where PowerBI does not show up in browser preview

Open the preview by right clicking on the content and Preview in browser, you will see that PowerBI is empty

Press F12 on your keyboard, this will bring up the browser's debug window, where you can navigate to the Console tab. Then press F5 or reload the affected page, you will see the tab filling up with messages. Take a screenshot of the red messages

Navigate to the Network tab, where you will likely see several red lines, which are indicating faulty requests. Click on one of them

You will see several tabs that you can choose from. We are interested in the contents of the Payload and Response tabs

Device details

Here you can find a small outline on how to find and provide us with device details.

Your email should contain the following device details:

- Screen name
- Device type
- Firmware
- Device preview
- Application version
- Device log files
- Working hours
- Daily reboot

What is Device information?

Navigate to the Home screen, right click on the problematic device, then choose the Screen info option.

Where can you find it in 1.x UI	Where can you find it in 2.x UI
Navigate to the Home screen, right click on the problematic device, then choose the Screen info option.	Navigate to Devices, select the problematic device, then in the Overview, you will see the device details.

You can find these in the red marked fields:

• Screen name
• High Screen Resolution Preview Image
  • 1.x UI - Upon hovering over the Screen Info preview image, you'll find a download button for the image preview.
  • 2.x UI - Navigate to Devices, select the Details from the context menu, then in the Details select Setting. Under the settings menu search for the Previews block, where you will find the Download Latest Preview button.
• Device type
  • Brightsign, Lg, Samsung, Windows, Android, etc...
• Firmware
• Application version
• Working hours
  • If you cannot find it in the Screen info, that means the device has no active working hours.
• Daily reboot
  • If you cannot find it in the Screen info, that means the device has no active daily reboot.

How to get Device log files?

Where can you find it in 1.x UI	Where can you find it in 2.x UI
Navigate to the home screen, right-click on the problematic device, then choose Manage screen then you will find the Download screen log option.	Navigate to Devices, select Details from the device's context menu, then you can find the log downloader button in the top-right corner.

tip

If you see a modal with several log options please select all to provide the most information to us.

Once the log has been successfully downloaded, please send us the .zip file.

How to get Device log files if device is offline on Wallboard site?

If the device in question is offline on our Editor site there are still some methods that you can try to get the logs.

If you have access to the device on site

• Retrieve the device
• Have a screen, a USB keyboard and mouse connected to it
• Have a pendrive connected to the device
• Pull up the secret menu on the device
• Find the Save log to external device inside the Application section and choose your pendrive
• Send the collected logs to us

If you have access to BrightSign device on site

• Retrieve the device
• Retrieve the SD card and plug it into an SD card reader
• Navigate to the /wallboard/logs folder and download its contents
• Send the collected logs to us

If you have a BrightSign player that is online in the diagnostics server

• Access the diagnostic webpage of the player by using the Device's IP address as the URL for example http://192.168.1.x
• It is a password protected page, where the user is admin and the password is the Device's serial number(it is usually located on a sticker on the back of the device)
• Navigate to the SD card tab and download the contents of the /wallboard/logs folder and send it to us
• You can also navigate to the LOG tab and click on DOWNLOAD LOG this way we will also get the BrightSign logs
• Send the collected logs to us

If you have Teamviewer on the Windows player and have access to it through remote connection

• Connect to the device through Teamviewer (or other remote connection method)
• Navigate to C:\ProgramData\Wallboard and find wallboard.log file
• Send the collected logs to us

Watch YouTube tutorial video