Breakfix Support

In all cases of problems, large and small, please send an e-mail to support@10net.net with details.

For immediate support, call 888.880.9694 between 8 AM to 5 PM PST.

Any breakfix action taken

Must be reported or communicated.
Could hide invaluable investigative data in the root cause of the problem. If breakfix is not urgent, please call first to have one of our support agents gather as much data as possible.

Modifying the software base of the players should not be done for stability reasons.

If content is not updating at a single location, check to see if it has a network connection by checking the following locations:

Scala Content Manager
ScreenConnect (view.10net.net)

If network connections are active, a restart may be done through:

ScreenConnect if the player is responsive.
OVRC if the player is not responsive and the power controller is responsive. This will power cycle a set of systems instead of individual systems.

If content is not updating at multiple locations, this is indicative of a more systemic problem that may involve content, software, configuration or the environment (including network or server). A restart may help but it's better to contact support at 10net.

Using OVRC to power cycle:

Login to: https://home.ovrc.com/#/login
You should see these available actions you can click on:

Note 1: The actions may take a few minutes to process each before the next action can be taken.

Note 2: Frequent use of OVRC may also corrupt the software image.

Using Scala Content Manager to shutdown players:

Login to content manager web portal
Go to Network > Maintenance Jobs

Click on "Shutdown Scala Players".

Click on the "Scheduling" tab, then click on "Add".

Select "ASAP" to execute right away or "Once" to schedule it to execute once in the future. When done, click on "Add" button.

Click on "Save and Close".

Note 1: Any changes to the schedule above resets the maintenance job to start again.

Note 2: A scheduled restart is currently programmed for midnight beween Tuesday and Wednesday.

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