Digital Menu Board Troubleshooting – CEC Entertainment Concepts, LLP

(Common issues/ Resolutions )

Symptoms/Fixes:

Single Menu board offline-

Confirm media player has power, and/or restore power
Reboot media player
Confirm power to Trendnet switch, and/or restore power
Reboot Trendnet switch
Escalate to NCR

Note: Steps 3-4 are for sites with 24 port Cisco Meraki Switch only.

Multiple menu boards offline-

Confirm media player has power, and/or restore power
Reboot media player
Confirm power to Trendnet switch, and/or restore power
Reboot Trendnet switch
Escalate to NCR

Note: Steps 3-4 are for sites with 24 port Cisco Meraki Switch only.

Pricing issues-

Reboot media player
Run Aloha CFC refresh, wait 15 minutes for boards to refresh
Add screen shot of menu board, menu code and tier code to Service Desk incident
Assign incident to IT Store Solutions

Blank Screen-

Check the appropriate inputs are set on the monitor (Each monitor has own remote, they cannot share remote)
Confirm monitor has power, and/or restore power
Confirm media player has power, and/or restore power
Reboot media player
Escalate to NCR

Black screen with text or flashing cursor-

Reboot media player
Escalate to NCR

Poor Image Quality-

Reboot media player
Check all video cable connections on player and monitor are tightly secured
Ask tech to send picture of the issue, add to ServiceDesk incident
Escalate to NCR

Frozen display

Reboot the media player
Escalate to NCR

Menu Board duplicating with another board-

1. Change input on the menu board monitor that is showing incorrect to "DVI"

Select the "Mouse" button on the remote to access the input options

2. Once screen is corrected, set "Screen Off Always" setting on each display to prevent problem in future

Select "Settings" button on remote
Navigate to "General" -> "Power" -> "PM Mode"-> select "Screen Off Always"

Hardware:

KC4 Media Player- KC4 on Slide Plate mount which allows the user to slide the plate down to access media player to check if cables are connected securely. That thumb screw at bottom of picture/plate is what needs to be turned to release the slide plate downward.

Note: Media players should remain powered “ON” to ensure all contact updates are successful.

Trendnet Switch- Mini switch located, at most sites, on top of rack. Media players connect to the Trendnet switch, and the switch connects to port 24 on Cisco Meraki.

Note: Only 24 port Cisco Meraki sites are using Trendnet Switches. The 48 port Cisco Meraki sites are connected from media player directly to Cisco Meraki port 21-24.