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Snapshot Images Stopped Working

Hello,

 

My snapshot images has stopped working. What would be the cause of this? Thank you.

18 comments

  • 1
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    Allen H. Porter

    Do you login to BrightSign's BSN to see screenshots or do you run your own BSNEE server system?  Or do you view the screenshots directly on the player?  Do you have other players on the same network that are showing screenshots?

    Causes I have seen:

    If your player is offline.

    If your player can't reach http(s)://storage.x.x.x.

    If someone wrote and installed a custom auto-run with screenshots disabled.

    If you disabled screenshots in the properties of the player as accessed at the WebUI of the BSN server.

     

  • 0
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    Rob Peters

    Hi Allen,

    I use the screenshots in the player and this is the only player currently. I just logged into the BSN via browser. Here are some screenshots of the settings. Looks like all the diagnosis are negative, other than the second cause. How would I be able to check if the player can't reach its storage location?




  • 0
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    Allen H. Porter

    So the player is online, screenshots are enabled, and it was uploading screenshots as of 11 July at 20:48.  And you are only allowing the player to store 1 screenshot on the SD card.  Is your 16GB SD card full?

     

    Go to the BSNEE WebApp UI (as you did above) - Current Usage tab and pull the Daily Diagnostic log report for this player.  Look for the code 1208 or 1209.

     

    • 1208 EVENT_SCREENSHOT_ERROR: The autorun has attempted and failed to take a screen shot.
    • 1209 EVENT_SCREENSHOT_UPLOAD_ERROR: The autorun has attempted and failed to upload a Remote Snapshot image to BSN servers.
  • 0
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    Rob Peters


    Trying to do so, but not getting an option for the second fly-down menu? With diagnostic selected, when I hit Generate Report I get nothing?

  • 0
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    Allen H. Porter

  • 0
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    Allen H. Porter

    Do you have logs enabled?

  • 0
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    Allen H. Porter

  • 0
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    Rob Peters

    They were not enabled. I did so and set the time to 13:10, previous to reaching that time. Nothing as of yet. 

  • 0
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    Bright Scripters

    We have players that stop taking snapshots at some point

  • 0
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    Allen H. Porter

    You can trigger a manual upload of the logs by checking the box on the Advanced tab.

     

  • 0
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    Rob Peters

    Neither codes present. 

     

    Bright Scripters: Any successful fixes?

     

     

     

     

  • 0
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    Allen H. Porter

    I think you can browse the player's IP and login to the DWS...then look for a tab "Applications"?  I think that is what it is called.  There you can view the snapshots on the player.  See if they match the BSN.

  • 0
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    Bright Scripters

    @Rob sorry but I haven't gotten the chance to look deeper. As a rule of thumb, if applicable, a nightly reboot at 1am, could alleviate, and allow you to move on to other more important tasks :)

  • 0
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    Rob Peters

    Thank you both for your help. I don't have access to the unit, it is about 30 miles away. Am I able to set up a reboot schedule remotley?

  • 0
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    Bright Scripters

    To remotely reboot a player, look in its BSN Properties, under the Advanced tab.

  • 0
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    tony fearings

    Having the same issue.  Player was uploading snapshots just fine, then it quit one day.  I rebooted the player several times, then reformatted the card (card was not full).  It downloads the presentation from BSN and shows it as online as expected.  I can push new presentations to it just fine.  Only thing that is not working is snapshots.

    Checkbox is enabled, and set to 60 minute intervals currently.  It looks like it was left on 5 minute intervals before(I do this when troubleshooting) Last upload with 3 days ago now.  I didn't change anything, and the customer says they did not either.

    Is there a limit to the number of snapshots that can be stored on the player/cloud?

     

    I did look at the log and find a lot of 1209 codes.  However, I don't know what they really mean, or what I can do to fix this.  

    <ss:Data ss:Type="String">2018-06-24T03:13:19</ss:Data>
    </ss:Cell>
    <ss:Cell>
    <ss:Data ss:Type="String">1209</ss:Data>
    </ss:Cell>
    <ss:Cell>
    <ss:Data ss:Type="String">20180624T031214.jpg-28 Operation timed out after 5000 milliseconds with 0 bytes received</ss:Data>

     

    Photo and log attached

    https://drive.google.com/open?id=1mBrPJ-DKY2XNKxynNIX0iJGXuxPwmYsc 

  • 0
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    Brandon

    The Remote Snapshot service is currently experiencing service degradation.  Our server team is working to resolve this.

  • 0
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    Alfonso Descalzo

    Hi, 

     

    I have the same problem at a BSNEE installation where the Snapshots are not visible.

    I setup the players for the Snapshots but I can´t see them at the BSNEE or at the webserver(where there´s not the "aplication" tab)

     

    Any sugestion? 

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