Level 1 Support Troubleshooting Documentation

Whenever you have a problem with your screen, use this guide to troubleshoot your issue. 

This troubleshooting guide is a handy resource and should be available to all your team members with content manager and installer details filled in and made available to Level 2 Support. 

 

If you’re unable to resolve the issue, escalate to Level 2 Support by providing us with the following details:

 

+ Client Account Name - company name
+ Store Name - store branch or street name
+ Screen Network Name - screen network display name in "Screener"
+ Device Name - name of device when registered
+ Device Type - type and model of the device affected (examples: 42” screen with DE35 media player, 22” eTile all-in-one)
+ Device Status - online or offline? you'll see this in "Screener" after clicking the screen network name and finding the name of the device (green = online, red = offline)
+ Visible State of the Screen - stuck at a page? black screen, white screen? is there an error message on the screen?
+ Description of the Problem - be more specific. (example: black screen but with power lights on?)
+ Steps taken to resolve so far:
+ Store History

• Has any work been done in-store recently?
• Have there been any changes to the screens or in-store internet connection? - either physical or configuration changes
• has there been a power or internet outage?

+ Can you access a website from a computer in-store using the same internet connection?

 

Providing these details will ensure we are able to resolve your request at the quickest possible time.