Isenzo Digital Signage Software and Digital Out of Home

Troubleshooting

Find below common causes for problems users may experience, when running Mediacaster software. If the solutions below do not help solve any problems you are experiencing, feel free to contact Isenzo for more further support - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Media plays upside down / Player skips every second video / Player only plays sound.

Reliable playback of video media depends on the video codecs that you have installed on your Player PC. Many codec "packs" that can be found on the web (such as K-Lite) are not suitable because they install cracked versions of commercial codecs as well as malware and other malicious software.

Since the Mediacaster Player pre-loads videos to ensure seamless transitions from one video to another, these inferior codecs are often not able to handle this function. They also cause other problems such as audio only playback and video skipping. We recommend that you do not use K-Lite or any codec pack that is from an unofficial source. To ensure reliability, you should use a commercial codec that is compatible with your media files. If you don't want to pay for a commercial product, use a trusted codec pack like Ffdshow Tryouts which is certified published under a GNU license and is maintained by the open-source community. See Start/Programs/Isenzo Mediacaster/Setup/Codecs for a link to the Ffdshow Tryouts Pack and the GPL MPEG-2 codec.

Players are not updating / Player is not playing / Media is not uploading / Can not connect to player.

• Has the FTP server been installed and configured?
• Have you entered the FTP server details in the Client or Group configuration as well as the Player Setup?
• Have you tested the FTP server?
• Have you created a player in the Manager?
• Has the player been assigned to a channel?
• Have you set up the player in Player Setup?
• Is the player IP Address or Domain Name identical in the player configuration in the manager and the Player Setup?
• If you have multiple Clients or Groups, is the FTP directory configured the same in the Manager and Player Setup?
• Have you imported media?
• Have you created a playlist and dragged media to the timeline?
• Have you created a schedule for the channel?
• Is the Server NT Service running?
• Is the player running?
• Have you opened firewall ports?
• Can you connect to the player by using Check Network Status?
• Have you added an upload command to the upload queue?
• Have you checked the server and player log files?

Has the FTP server been installed and configured?

Mediacaster requires an FTP server. You can use the Microsoft IIS FTP server which is included with Windows XP Pro or an open source FTP server such as FileZilla.

Have you entered the FTP server details in the Client or Group configuration as well as the Player Setup?

Once the FTP server has been installed and configured you need to enter its details into the Manager and the Player Setup.

For more information, clicks the links below:

• Installing an FTP server
• Input FTP server details in the Manager
• Input FTP server details in the Player Setup

Have you tested the FTP server?

The FTP server needs to be tested after installing and configuring the FTP server as well as entering the FTP server details into the Manager and Player Setup. If any of the tests fail, check your setup.

Have you created a player in the Manager?

You need to define your Players in the Manager and assign them to a channel.

Has the player been assigned to a channel?

You need to define your players and assign them to a channel.

Have you set up the player in Player Setup?

After creating the player and channel in the Manager you need to set up the Player.

Is the player IP Address or Domain Name identical in the player configuration in the manager and the Player Setup?

The IP Address or Domain Name and Port Number of the player must be the same in the Manager as well as in the Player Setup.

For more information, clicks the links below:

• Defining a Player in the Manager
• Setting up a Player on a machine

If you have multiple Clients or Groups, is the FTP directory configured the same in the Manager and Player Setup?

The FTP directory specified in the Client or Group defined in the Manager must be the same as in the Player Setup.

For more information, clicks the links below:

• Defining a Client or Group in the Manager
• Setting up a Player on a machine

Have you imported media?

Before uploading you need to import media, create a playlist and create a schedule.

For more information, clicks the links below:

• Importing Media into the Manager

Have you created a playlist and dragged media to the timeline?

Before uploading you need to import media, create a playlist and create a schedule.

For more information, clicks the links below:

• Creating a Playlist in the Manager

Have you created a schedule for the channel?

Before uploading you need to import media, create a playlist and create a schedule.

For more information, clicks the links below:

• Creating aSchedule  in the Manager

Is the Server NT Service running?

Mediacaster has three components, the Manager, the Server and the Player. Make sure the Server is running.

For more information, clicks the links below:

• Starting the Mediacaster NT Service

Is the player running?

Mediacaster has three components, the Manager, the Server and the Player. Make sure the Player is running.

For more information, clicks the links below:

• Starting the Mediacaster Player

Have you opened firewall ports?

Each player is defined by an IP Address or Domain Name and a Port Number. These port numbers as well as the FTP ports must be opened on firewalls. Typically 20, 21 and 5555 TCP.

For more information, clicks the links below:

• Open FTP ports in Windows Firewall

Can you connect to the player by using Check Network Status?

Mediacaster has three components, the Manager, the Server and the Player. Test to see if the Manager can contact the Players.

For more information, clicks the links below:

• Check network status in Mediacaster Manager

Have you added an upload command to the upload queue?

After configuring your network and loading your media you need to instruct Mediacaster to upload.

For more information, clicks the links below:

• Upload Media and Playlists in Mediacaster Manager

Have you checked the server and player log files?

Open the log files and scroll to the bottom to see the latest activity. By reading the log you can determine what errors are occuring. The server log is located here: "C:\Program Files\Isenzo Mediacaster\Server\Server.txt". The player log is located here: "C:\Program Files\Isenzo Mediacaster\Player\Player.txt".

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