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Guide

Maintain a device remotely: restart, log, update

You want to restart a device, fetch its log, or see how it is doing.

4 min readUpdated Oct 30, 2026As Markdown
For
anyone who looks after devices from a distance
Prerequisite
to send commands, the Owner or Manager role
Where in the portal
Devices › device
On this page

Most problems can be fixed from the portal: restart the device, fetch its log, or check for updates. The device page also shows how the device is doing, which software it runs, and what is stored on it.

Find a device

Under Devices, you see every device of your organization, including those without a display. Search by name, model, serial number, or display. The filter Display software outdated shows devices that haven't picked up the latest version yet.

The “Devices” list with the search field (1), the Displays filter (2), and the Build (3) and Last reported (4) columns

The device page

Tab What you find there
Overview The connectors with their displays, the last 24 hours, software, connection, measured position, and the latest events.
Diagnostics Restart, log, and update check, the progress of each command, and the list of past commands.
Hardware Processor, memory, storage, network, the connected TV, and a history of up to 90 days.
Software and data Software versions, the apps on the device, and the content stored for offline playback.
Lifecycle Re-pair the device, restore its factory state, remove it, or report it as lost.

The header of the device record with the name of the machine (1), the serial number (2), the pencil for renaming (3), the marks for connection, software, and known since (4), and the bar of the five tabs (5)

Steps: restart the device or fetch its log

  1. Open Devices and choose the device.
  2. Switch to the Diagnostics tab. Under The device behind it, choose Restart, Fetch log, or Check for updates.
  3. For Restart, the dialog Restart device lists every display that goes dark. Confirm with Restart.
  4. Watch the status of the command. It moves from sent to accepted to done.

Fetch log and Restart are also at the top of the device page. Actions that affect only one display, such as Reload content, Screenshot, and Identify, are on the Diagnostics tab of that display.

What the actions do

Action What it does What the display does
Restart Restarts the device. This fixes most problems. It stays black for about a minute, on every display of the device.
Fetch log Fetches the latest lines of remote maintenance from the device and opens them below. Nothing.
Check for updates Asks whether newer software is available for the device. Nothing. An update then installs by itself.

Read the log

  • The log opens with warnings and errors, because that's usually what you are looking for. The chips above it filter by source and level.
  • The search field filters by any text, for example an error code.
  • The newest lines are at the bottom. Older lines load with the button below the list.
  • Download saves the original text, for example to send it to support.

Check the result

Status Meaning
sent The command is on its way to the device.
accepted The device has received the command.
done The command has been carried out, with the time it took.
failed The device couldn't carry it out. The reason appears below.
no answer The device didn't respond in time.

Below that, Commands lists the latest commands for this device and its displays.

If something goes wrong

Symptom Cause Solution
This device is not reporting right now The device is offline. Commands wait and run as soon as the device reports again. If that takes too long, they expire.
no answer The device didn't respond in time. Check whether the device is reporting, then send the command again.
The device behind it is missing The device can't take these commands, for example a web display. Restart the computer or browser on site, see Web display: a display in the browser.
An action is grayed out Your role doesn't allow commands. Ask someone with the Owner role.
The display stays dark after a restart A restart takes about a minute. After that, the cause lies elsewhere. Continue with Troubleshooting: where to start.
4 min readUpdated Oct 30, 2026As Markdown

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