0

Unable to acces BrightSign at ip address...

Stephen Bentley

April 02, 2018 15:37

None

Follow

I install and manage a number of BrightSigns for my company. Last week I received a call from one of my locations explaining they cannot connect to their brightsigns (with no new updates or anything going on).

I remote into his computer to see an error message under our networked units displaying an error for all monitors at his location. Very strange that they all went down.

Received a 2nd call from a 2nd location, same thing happened. Cannot find a link between the two. So now I have 10 BrightSigns that I am unable to connect to.

They were all working normally on one day, and then the next, they all go down. I will try a factory reset to see if that helps, but some of these BrightSigns are installed in ceilings with very limited access to them.

Any Thoughts on why this is happening and how I can resolve this issue without resetting all my BrightSigns?

• Facebook
• Twitter
• LinkedIn

7 comments

• 
  Brandon April 30, 2018 16:07 Official comment

  That error will come up if BrightAuthor cannot communicate with the player's Local Web Server (LWS) for publishing.

  This is a different server than the unit's Diagnostic Web Server on port 80 (which isn't a requirement for Local File Networking).

  The LWS runs on ports 8008 and 8080, and is only running when the player is operating normally.

  Common causes for not being able to communicate with the LWS:

  • Player has not been configured for Local File Networking
  • BrightScript engine has stopped or Player is in reboot loop - failing storage, bad content, or faulty presentation/plugin/script
  • Network filtering/security blocking communication between BrightAuthor and player
  • Firewall/security software blocking communication between BrightAuthor and player
  • Player has changed IP address - you should set a DHCP reserved address so it always gets the same address

  ---

  Friendly reminder, the community forum is intended for user-to-user discussion. For troubleshooting problems and to ensure a timely answer from a BrightSign representative, please submit a support ticket.

   
• 0
  
  Bright Scripters April 02, 2018 16:05

  Please clarify: Do you manage players with BSN or with Local File Networking?

   

  Were the players configured with static IP?

  There may have been a company-wide DHCP configuration change over the weekend.

  (Big holidays such as Easter, are IT's favorite time for major changes :)

  Assuming that both your users, and the players are set to DHCP, and there was a change in DHCPj configuration, the players and users may be on different subnets now.

  You could try and simply reboot a player, and see whether it become accessible.

  help@brightscripters.com

• 0
  
  Stephen Bentley April 02, 2018 16:11

  Manged by Local File Network with an automatic ip address.

  Already spoke with our IT department and no changes that would effect BrightSigns were made (least that is what I am being told).

  If we could get a solution that does not require a manual reboot, like I said these BrightSigns have been already install and require special union workers to come in and make repairs due to them being in the ceiling... (blah blah blah).

• 0
  
  Bright Scripters April 02, 2018 16:56

  You could renew a player's IP lease, by momentarily disconnecting its Ethernet connection, at the switch side, so you wont need to go into ceilings.

   

  Also, if both players and user's computer are on the same network segment, you could try and enable Bonjour on the user's machine, and see if BrightAuthor discovers the players. Bonjour comes bundled with Apple's airport utility.

  https://support.apple.com/downloads/air-port-utility-windows

   

  Also, when you hover with the mouse over a player in the BA Publish tab, it should show an IP address.

  Alternatively, your could right-click a player in the Manage tab, and select info.

  Does that IP address on the same subnet as your user's machine?

  (Make sure the user is on the office wired network, and not on a wireless network)

• 0
  
  Alex Nunez April 03, 2018 18:40

  If you know the name that was assigned to the device(s) upon setup, you might be able to PING the device by that host name.

  That might reveal the new IP.

• 0
  
  Seibert, Eric April 30, 2018 15:52

  Having the same sort of issue.  I can ping all of the IPs from the server to the RTMs.  I can pull up the IPs of the RTMs in chrome and it pulls up those boxes to where I can see the config, etc.  Could it be something with the BrightAuthor software itself?

• 0
  
  Rafael November 19, 2018 20:46

  I'm going to post this here but I'm also gonna open a new thread because I need solutions to this problem. It is not the first time I'm seeing this. 

  This customer of mine had some of his stores with LG Media Players, too expensive, but at least they worked.

  All the stores are behind a VPN and everything is run from their central offices.

  Everything works with static IP's

  there are 5 HD233 in the network, 2 of them in a store on Florida, the other 3 here in Puerto Rico. 

  I'm trying to add 2 more players and when we try from the machine configured as media server we are getting the message "Unable to acces BrightSign at ip address"

  I came to one of the stores with my laptop, assigned an IP and tried to add the HD223 to my BA and still got the same message. Also tried installing bonjour (infecting my laptop with apple software... not nice)

  So... what the hell could be happening? It is driving me nuts, because last week e got into a scary situation because the other machines disappeared from the list and couldn't add them again for 2 days. I can access the machines via their web server and can load files like that, but I need to do some scheduling and via the web page I don't think s possible.