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Device Logs not Uploading to BSN

It's been over 12 days since the last time device logs were uploaded from the device to BSN.

Have attempted to force upload several times but still no new logs.

XD1033

 

12 comments

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    Allen H. Porter

    Your BSNEE or BrightSign hosted?


    Do you have access to the player DWS or to the SD card directly?  You could read the log there and see what it says about code 1013.

     

    • 1013 EVENT_LOGFILE_UPLOAD_FAILURE: The autorun script has attempted to upload a log file to the log-handler server, and it has returned a status code other than 200.
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    SkylineBT

    It's BrightSign hosted.

    Device is already deployed to remote location, so I will have to go there to access DWS and SD card.

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    Allen H. Porter

    What about snapshots?

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    SkylineBT

    Device was deployed to location on July 5th.

    Snapshots working fine since then, and at least the one upload of device logs.

    ...Just checked again, new device logs from yesterday (July 18th) and a weekly log on the July 16th, but a gap of missing logs after July 6 thru July 16.

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    Allen H. Porter

    Usually the player will not dump logs until it successfully uploads to the BSN.  So it is odd that some days are missing.

     

    When the player uploads logs it is one file.  The BSN system parses that file into the 5 different logs and then adds them to the DBase and to the daily/weekly/monthly reports.  Are other logs reports complete or missing days?  I use the Diagnostic log a great deal.  Is it missing the same days?  Could the player have been powered off?

     

     

     

  • 0
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    Allen H. Porter

    Look in the Diagnostic log from the 18th and look for code 1000.  I usually interpret that to mean the player was powered up.  Maybe it was off?

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    SkylineBT

    Not turned off.  I would be hearing about that for sure, and snapshots are updating regularly.

    I went to the device to get the local logs.  I'm seeing a lot of 413 codes related to 1013 events.

    Would that be the same as HTTP 413?  Payload too large?

  • 1
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    Allen H. Porter

    Yes.

    So I am out of my depth a bit here so I want to be careful.  Here is what happened to us.

    We run our own BSNEE.  For various reasons our log file sizes got larger (raw log back from the player).  Mainly our Playback log section got bigger because of some ridiculously long playlists (lots of short MP4 in the Presentation).  When the player tried to upload logs in the morning it was failing with 404.13 (413).  On our BSNEE (I have no idea about any other BSN and am not the expert) our limit was 1MB.  Our logs were 3-5MB.  So we changed the limit to 5MB, at BrightSign Support's instruction, and resolved the issue.

    I have no idea if this is the issue you are experiencing and I don't speak for BrightSign so maybe you should open a ticket with them.  They are true experts and I always find them extremely helpful.

     

     

  • 0
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    SkylineBT

    Oh wow.  These failed logs are 32 - 41 MB.  Several zones, rotating different pictures with a transparent touch zone on top waiting for a touch event to drill deeper into whatever interests the user of the kiosk.

    So, it does sound a lot like your situation, but I've managed to have an even more extreme disregard for keeping sensible log sizes.  :-)

    Does BrightSign not pay attention to or respond to posts on these forums?

  • 0
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    Julian

    @SkylineBT,  We're paying attention to the posts, but please open a ticket if you're having problems, it will allow us to help you much faster.

    As Allen said,  it could be the file size problem.  please open the ticket and we'll try to help.

    @Allen, thanks for your answers and for your positive review of our work.

     

     

     

     

  • 0
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    SkylineBT

    Sorry about that, this is my first time seeking help on a BrightSign problem.

    @Allen, thank you for your help.

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    Bright Scripters

    Is it proof of play that you are after?

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