DIGITAL SIGNAGE SUPPORT
Digital Information Displays (Digital Signage) => MagicInfo => Topic started by: fernt on September 02, 2010, 10:58:44 AM
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Hi,
We're using MagicInfoPro with 4 Samsung 460UXN 46" LCD Display Black Bezel LH46MRTLBC/EN screens.
The 4 screens run on slightly different schedules, but are otherwise set up identically in MagicInfoPro. However, since the installation a fortnight ago, one of the screens has been turning itself off every 10 to 40 minutes which I then have to manually or remotely power back on.
If I stop MagicInfoPro from running on the screen then it stays on, so it looks like it's the software that's making it switch off. Has anybody had this problem before? Is there a setting hidden away in MagicInfoPro that I might be missing that's making it do this?
Thanks,
Tom
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Hi Tom
What versions of MagicInfo Pro are you running on your desktop PC/server and the 4 x Clients.
You can find out using the MagicInfo Pro on your PC - Remote Management - System. The MagicInfo version installed on the screens will be displayed on the righ hand information panel.
Also - Help - About MagciInfo Pro will report the PC version.
I assume you have also checked the schedule settings for each screen.
How long have you scheduled each screen to run, 1 x week, or month, or year ?
Regards
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On the server - 2506.0
On the screens - 3002.0
Each screen is scheduled to run for a month.
The screen we're having the problems with has a slightly different schedule in that it's scheduled to display a different screen layout at lunchtime (the other screens display the same all day, every day at the moment), but the problem still occured before I set it to do this.
Thanks!
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Did you check temps on problematic display? Maybe it is overheating for some reason.
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Temps are fine. It only turns off when the MagicInfo Pro software is running - I just can't work out what's causing it to do it though.
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Check in the OSD menu (On-Screen-Display) with your remote controller in case your dealer has set up a TIME function. But it puzzles me that when MagicInfo pro client is off, the Display is still running. Strange...
Bill
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Already tried that one without any success.
Surely the only thing in the software that can turn the screens off (as in a power off - not just blanking the screen) is the on and off timer in remote management? Is there anything else that I should be looking at to double check?
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Very strange problem, did you try to delete everything from partition where your schedule and content are and then to republish?
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Yep, tried that too.
Samsung are due to come and have a look at the screen as it's under warranty, but they don't seem at all keen on doing so.
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Solved - it's a common problem with the power supply. The reason it only seems to happen when the client software is running is that it triggers itself off when the CPU reaches a certain load.
Thanks for the suggestions anyway!
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Hi
so did Samsung fit a new PSU to your screen?
Sometimes a couple of our screens just revert back to the desktop for no apparent reason that we can see-always seems to be the same screens that do it..
First we know of it is when someone tells us or it is noticed the connection is incorrect in the server management software (and whose got all day to sit and stare at that in case there is a problem)?
Thanks
EricL
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Hi Eric,
They haven't fitted a new PSU yet, but they are due to send somebody to do so on Monday. Dealing direct with Samsung has been a nightmare - I contacted them both last week and earlier this week about the problem, was told both times that an engineer would call me back within 2 days to talk about the problem - only for them to completely forget to do so. It was only me being a bit shirty on the phone this morning that seemed to get them moving, although the service centre whose number they gave me were ten times more helpful.
Not sure why your screens would revert back to the desktop - even if they're turning themselves off, it's likely that it would go back to displaying the MagicInfo software.
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Thanks fernt
yes, they go to the desktop instead of the player-very odd ???
As for Samsung support-at the moment it is abysmal-the number we usually call to get help with screens has been changed to a call centre in India who keep putting me through to the AV department who appear to have no idea what an LFD/Digital Signage Screen is and keep telling me it's a television! Twice we have arranged a call out and nothing happened. Not only is the service when you do get through appalling but we have to wait 20 minutes each time whilst some bloody awful distorted tune plays over and over again >:( >:( >:(
At the moment I am not best pleased with Samsung's apparent new approach to customer service and if they don't get their act sorted out very quickly the next time we buy screens we will be looking elsewhere-Samsung, if you are reading this take notice!
Rant over, sorry about that, I am glad you have brought this up as I have been meaning to mention it for some time.
Anyone else have the same experience lately-in the past the service techs could not have been more helpful-now it's hard to even get to them.
EricL
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Sometimes a couple of our screens just revert back to the desktop for no apparent reason that we can see-always seems to be the same screens that do it..
This also happened to us twice in a month and a half with a new 320MXn. No idea what is it causing it.
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This also happened to us twice in a month and a half with a new 320MXn. No idea what is it causing it.
Us too. We've been running 35 460 DXn-2's for 6 months and every day I have to remote in and manually start 3-5 screens. I have a direct connection to a Samsung technician who is prompt, but never admits to this being a Samsung problem. Meanwhile we've cleared the startup folder and reinserted the client, updated the client, have run check disks, defrag's...nothing is helping. :-\