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BA: Player status online but "BAConnected cant communicate with player"

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EC
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All devices online with connection status within last 5 minutes.
Every time we try to connect to player (via the gear icon), we get the "BrightAuthor:Connected cannot communicate with your player" error.  

All players connected via ethernet.  All running BS 8.2.75.  All running setup type: partner app.  All have ip address via DHCP.  All have subnet mask.  All have no entries for default gateway or DNS1, 2 or 3

We get successful connection occasionally, (once every 50 attempts?); however, we don't get any connection from specific office locations.
Client location where players are located does not have our originating IP blacklisted.  No know firewall issues at client location.  Sometimes successful past connections from specific office locations, never successful from other office with different ip address.

Any ideas / suggestions?
Thx

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3 comments

  • 0
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    Brandon

    Is the Player ID column hidden?  There's a bug that currently makes it required for the rDWS access to work.

    _________________________________________________________________________
    Friendly reminder, the community forum is intended for user-to-user discussion.  It is not regularly monitored. For troubleshooting problems and to ensure a timely answer from a BrightSign representative, please submit a support ticket

  • 0
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    EC

    No - not hidden.  Currently using BA Connected v 1.6.37
    BA Connected only shows current default columns:  PlayerID, PlayerName, Last Connection, Firmware Version

  • 0
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    Brandon

    Manually update to 1.7.10 as the update notification in your version is broken.

    https://www.brightsign.biz/digital-signage-products/software/brightauthorconnected

    _________________________________________________________________________
    Friendly reminder, the community forum is intended for user-to-user discussion.  It is not regularly monitored. For troubleshooting problems and to ensure a timely answer from a BrightSign representative, please submit a support ticket

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