Arreya Troubleshooting Guide

1. General Issues

1.1 Display Not Updating

Symptoms:

• Content on the screen is not refreshing or reflecting recent changes.

Troubleshooting Steps:

1. Verify the internet connection on the device.

2. Restart the Arreya player or display device.

3. Check if the content is updated in the Arreya presentation in a browser.

4. Ensure the device is properly paired with the Arreya channel.

5. Uninstall and reinstall the Arreya app on the device.

1.2 Device Not Pairing

Symptoms:

• Cannot connect or pair a device to an Arreya channel.

Troubleshooting Steps:

1. Ensure the device is connected to the network.

2. Verify the pairing code is correct and active.

3. Check for device compatibility with Arreya.

2. Content Issues

2.1 Media Not Loading

Symptoms:

• Images, videos, or other media fail to load on the display.

Troubleshooting Steps:

1. Confirm media files are uploaded correctly in the Arreya dashboard.

2. Check file format compatibility (e.g., MP4 for video, JPG/PNG for images).

3. Check firewall to verify that cdn.filestackcontent.com and www.filepicker.io are allowed.

2.2 Scheduled Content Not Displaying

Symptoms:

• Scheduled playlists or content do not play as expected.

Troubleshooting Steps:

1. Verify the schedule settings in the Arreya dashboard.

2. Confirm the content is assigned to the correct display.

3. Reboot the device.

3. Network Issues

3.1 Device Offline

Symptoms:

• Device appears offline in the Arreya dashboard.

Troubleshooting Steps:

1. Check the physical network connection (Ethernet or Wi-Fi).

2. Reboot the device and router if needed.

3. Verify firewall settings allow Arreya communication.

5. User Access Issues

5.1 Unable to Log In

Symptoms:

• Users cannot access the Arreya dashboard.

Troubleshooting Steps:

1. Verify username and password are correct.

2. Reset password using the "Forgot Password" option.

3. Ensure the user has appropriate permissions to channel.

For further assistance, reach out to Arreya support at [Support Contact Information]. Please provide the device asset id or serial number and channel name.