4 Ease Troubleshooting: Quickly Identify and Recover from a Failure

In the previous chapter, you have successfully configured screen monitoring notifications, which is an essential step. If you want to solve the on-site problems more efficiently, let’s learn how to remotely find the location and cause of a failure after receiving an alarm notification.

VNNOX Care displays the screen connection topology, operating status and fault details, which allows you to quickly find the location and cause of a fault, reducing troubleshooting cost and improving maintenance efficiency.

Applicable to app and web users

In this chapter, you will learn about the following:

• All monitoring information options and descriptions on the monitoring details page
• How to identify a problem after receiving an alarm notification.
• How to quickly recover a screen by using backup files.

4.1 Introduce Monitoring Details

The screen details page displays the operating status of each component of a screen in real time, including the sending card status, receiving card status, power supply status, temperature, input source, etc., allowing problems to be found quickly.

The following is the description of the parameters of each component of a screen on the screen details page:

• Receiving Card: Displays the operating status of each receiving card, connection between the cards, total number of receiving cards, receiving card model, receiving card FPGA version and MCU version.
• Module & Cabinet: Displays the number of modules & cabinets, resolution, number of scans, driver IC, and decoding IC.
• Screen Information: Displays the screen type, screen resolution, screen brightness, and ambient brightness.
• Devices: Displays the input source connection status, sending card working status, hardware device information, etc.
• Monitoring Card: Displays the related monitoring parameters.
• Smart Module: Displays the related module parameters.
• Input Source (Computer): Displays the basic information of the input source. (Note: This is only available for synchronous devices.)

4.2 Identify Problems

After receiving an alarm notification, view and click the faulty screen on the monitoring panel to access the screen details page to view the real-time operating status of each component of the screen. The faulty part will be displayed in red and the risky part will be displayed in yellow.

4.3 Quickly Recover a Screen

Send professional maintenance personnel to the site to check the corresponding faulty receiving cards. You will find that it is caused by a hardware failure and cannot be recovered directly.

Prerequisites:

• The faulty screen is bound to VNNOX Care by backing up the configuration file.
• Screens only of the asynchronous control system can be recovered with VNNOX Care.
• Screens of both synchronous and asynchronous control systems can be recovered with NovaLCT.
• T1/T2/T3/T4/T4A/T6/T8/Tx-4G/TCC70 must be 3.7.7 or later. T30/T40/T50/T60 must be 3.9.0 or later. The entire TU series devices are supported.

4.3.1 Recover Screens by Using VNNOX Care for Web

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Prerequisites:

• The backup files is uploaded to VNNOX Care for web.
• During the recovery process, the device remains powered on and connected to the internet, and is not restarted.

1. From the navigation bar on the left, choose My Services > Screen Management > Control Management and click One-Click Restore.

2. In the window that appears, click OK to restore all the screen parameters.

4.3.2 Recover Screens by Using VNNOX Care App

1. Open VNNOX Care app and log in.
2. On the Local Config tab page, tap a connected device and choose Configure > Upgrade & Maintenance > Recovery.
3. Tap Recover.

If the screen fails to recover, check whether device connection is stable and network connection is normal, then go back and try again.

4.3.3 Recover Screens by Using NovaLCT

1. Manually replace the faulty receiving cards.
2. Log in to NovaLCT and access the screen configuration page.
3. Select a recovery methods.

• Cloud Restore: Load the backup file uploaded during binding.
• Local Restore: Select the downloaded backup file.

4. Select the Receiving Card tab and click Send to Specified RV Cards.

The figures below takes cloud recovery as an example:

5. Click Save to close the window. The screen is recovered.

The figures below takes cloud recovery as an example:

6. From VNNOX Care homepage, choose My Services > Screen Management > Backup File to access the backup file page. Download and unzip the system configuration file package that was backed up during the construction of the screen.

Let's review what we have learned in this chapter:

• How to accurately identify the cause and location of the problems on the monitoring details page after receiving an alarm notification.
• How to quickly recover the screen during the repair process by using the system configuration file backed up during construction.

Knowing these skills can greatly improve the efficiency in dealing with on-site problems.

In addition, efficient teamwork is also essential. The next chapter will take you to learn how to create a service team account with VNNOX Care, assign permissions to the account, and associate screens with the account.