Breeze Player Troubleshooting Guide

Breeze Player Troubleshooting Guide


Breeze is a hybrid SaaS (Software-as-a-Service) product.  The user accesses their Breeze server in the cloud to upload and design new content, schedule and deploy content, manage players and more.  

Breeze Players are small computer devices that sit behind the screens and run the digital sign.


A player requires just three connections to function: 1) power 2) an HDMI-supported screen and 3) an Internet connection.

Power

The power aspect of troubleshooting is typically very straightforward.

✓ Are any lights on the device lit?  If lights on the player device are lit, move ahead to steps 4-9 in the Video section.

1. Is the Breeze Player plugged in and turned on?  Verify the power cable is securely connected at both ends (to the player and the wall outlet or power strip).  

2. Verify the power adapter to the player is functional and providing power by swapping it with a known good power adapter.  

3. Verify the outlet is providing power.  

Video

An HDMI cable must be attached from the HDMI output connector on the Breeze Player to an HDMI input connector on the screen, monitor, video extender, video distribution system or other display unit.  If the screen supports multiple video signal inputs, the correct video input connector for the attached HDMI cable may need selected in the screen settings.

✓ Is the screen black? If the screen is displaying something, move ahead to 7-9 below. 

4. Verify the HDMI cable is securely attached to the connector on the Breeze Player and the connector at the screen or display unit.

5. Verify the HDMI cable is functional by swapping it with a known good cable.

6. Verify the screen or display unit is receiving power.  
  1. Are lights on the screen or display unit device lit indicating is is powered on?  
  2. Verify the power cable is securely attached to the screen or display unit.  Verify the power cable is securely plugged into the outlet.
  3. Verify the outlet is functional and providing power.  
✓ Is the screen displaying something besides the digital signage content?



7. Verify the correct video input for the screen or display unit is selected.
  1. Change the input selected for the screen.  
  2. Verify the video INPUT selected for the screen matches the connector the HDMI cable is plugged into on the screen.
8. Verify the Breeze Player is assigned a schedule in the Breeze server.  When None is selected in the Schedule field, the player is programmed not to play content and is considered offline.


9. Finally, reboot the Breeze Player to bring it back online in the scenario of a system crash.  If there is an error message on the screen when the player reboots, please take a photo of it and send the photo in an email to tech@keywesttechnology.com.

Internet

The Breeze Players rely on the local network and the Internet to communicate with the Breeze server.  If the network connection between the server and players is interrupted or absent, the players are not able to receive updates from the server, including changes in content, playlists, schedules, settings and more.

There is very little chance of network connectivity issues with the Breeze server connection as our cloud provider, Digital Ocean, boasts a network up time guarantee of 99.99% with every SLA.

✓ Is the Breeze Player in communication with the Breeze server?  This is easily verified by a green player icon in the Players tool of the Breeze server.


10. Verify the Ethernet cable is securely attached to the Breeze Player and the wall jack or the network device.  For wireless connections, verify the Wi-Fi signal is operational.

11. Verify the Ethernet cable is functional by swapping it with a known good cable.

12. Physically reboot the Breeze Player device. 
  1. The Breeze Player device must be physically accessed to press the power button.  Or unplug and reconnect the power cable.  The Hard Reboot button in the Players tool  does not affect an offline player!
  2. If there is an error message on the screen when the player reboots, please take a photo of it and send the photo in an email to tech@keywesttechnology.com.
13. If rebooting the device does not reestablish an Internet connection, please contact your network administrator or IT department to verify network configurations.

To verify the Internet connection on the Breeze Player, or a lack thereof, connect a mouse and keyboard to the player, open the Chrome web browser and load a webpage.  Connectivity is verified when a webpage, such as helpdesk.keywesttechnology.com or www.google.com, loads successfully.


Additional Assistance
In any of these scenarios, our primary goal is to gather information to improve Breeze.  Please take the time to follow this troubleshooting guide.  

If assistance is still needed after exhausting the thirteen steps above, email the Keywest Technology Support department at tech@keywesttechnology.com with the serial number of the player and a detailed description of the issue.

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