The service menu on the device
You are standing at the display and want to see what the player knows.
- For
- anyone in front of a display who wants to find out what's wrong, on their own or on the phone with support
- Prerequisite
- a player with SzeneraOS, and a keyboard, a mouse, or the TV's remote control
- Where in the portal
- at the TV on site
On this page
The service menu shows on site what a player knows about itself: its network, its connection to Szenera, its content, and the likely cause when something is wrong. You open it with a key combination or the TV remote control. It only shows information and changes nothing.
Steps
- Open the menu:
- with a keyboard: press Ctrl + Alt + S
- with the TV remote control: press OK five times within three seconds
- with a mouse: move it, then click Service menu in the top right corner
- on a touch display: tap the top right corner five times
- Choose a tab with ▲ and ▼: Info, Network, or Content. ▶ moves into the tab, and OK opens an entry.
- Close the menu with Back, Esc, or Close. It also closes by itself after two minutes without input.
The remote control reaches the player over the HDMI cable, so HDMI-CEC must be on at the TV, see Set up the TV for all-day use.
What the tabs show
| Tab | What you see |
|---|---|
| Info | Whether the player reaches the internet and Szenera, the most important finding with the next step, and the key facts of the device, such as model, serial number, software version, and IP address. |
| Network | The connection with signal strength, outages in the last 24 hours, and the IP and MAC addresses for your IT. |
| Content | What is playing right now, how current the content is, how many media files are stored, and the state of each app. |
Restarting and changing the network at the device will come later with a service PIN. Until then, you restart the device from the portal, see Maintain a device remotely.
Findings
A finding names a likely cause and the next step. The most important one appears on the Info tab, and all others are listed below it.
| Finding | What you do |
|---|---|
| The app “…” is missing | Choose a published version of the app in the portal. |
| The app “…” cannot be downloaded | Check the connection to Szenera. If it stays, contact support. |
| The app “…” cannot be verified | Publish the app version again in the portal. |
| The app “…” does not start | Restart the device. If it stays, contact support. |
| The display does not respond | Restart the device. |
| The cloud is not reachable | Check the firewall, see Network requirements for your IT. |
| The network has no route to the internet | Check the router and the internet connection. |
| No network connection | Plug in a network cable or check the Wi-Fi. |
| The Wi-Fi is too weak | Move the player closer to the router, or use a network cable. |
| The device clock is wrong | Allow time synchronization (NTP) in your network. |
| The power supply is insufficient | Use the power supply that came with the player. |
| Storage is running low | Remove media you no longer show from your playlists. |
| … media files are missing | Keep the device online until its storage is complete. |
| The content is not up to date | Check the connection to Szenera. |
Send a report to support
On the Info tab, open Report to your phone. A QR code appears with a short summary of the situation: device, connection, software, and findings. Scan it with your phone's camera and send the text or a photo to support. This works even when the player has no network. The report contains no passwords, MAC addresses, or full serial number.
Check the result
After you close the menu, the display shows its content again. The menu keeps nothing: after a restart, the display always starts with the content.
If something goes wrong
| Symptom | Cause | Solution |
|---|---|---|
| Pressing OK five times does nothing | HDMI-CEC is off at the TV, so the remote control doesn't reach the player. | Switch on HDMI-CEC at the TV, or use a keyboard. |
| The menu doesn't open on a Fire TV, smart TV, or browser | The service menu exists only on players with SzeneraOS. | Check the device in the portal under Devices. |
| The menu closes by itself | Two minutes passed without input. A mouse movement doesn't count, a click does. | Open it again. |
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