Introduction
This article aims to guide the user on troubleshooting the media player for some common cases.
Prerequisites
This article assumes that basic setup of the devices has been completed and the device is configured to use Orchestrate, USB, or DHCP to receive any necessary configuration settings.
The article also assumes that you understand the use of Amino INI configuration settings and that you can edit and apply INI configuration parameters to your media player.
In this article:
Channel Zapper is not playing or not updating
Access the INI settings dashboard
Summary
Orchestrate Connectivity
For the H-series to connect to Orchestrate as intended some protocols need to be reached outside your local network.
Make sure you have all IPs and ports allowed in your firewall / DNS settings as explained in this article.
You can run the Orchestrate Connectivity Test app from your H-series player to see if the player is reaching all Orchestrate's services and to get more details in case it fails.
Go to the Amino Settings Menu using your remote control, enter the Network section, and run the Orchestrate Connectivity Test.
If everything is well set up you will see a screen similar to this:
Remote Screen Session
If your H-series player is online but you cannot open a remote screen session from Orchestrate you might want to try different approaches to solve it depending on the following cases:
1. If the screen below shows on Orchestrate, it indicates the player is online with a local IP address assigned, the last report time was a few seconds ago, but the Resolve Module service is not correctly configured in the firewall as you can see the 'Not Ready' message.
If you run the Connectivity Test from the previous section you will see the following result.
Inside the 'Detailed Report' the 'Remote Control' will display the Tunned Connection error message.
Make sure you have all IPs and ports allowed in your firewall / DNS settings as explained in this article.
2. If the below screen appears upon opening the Remote Screen session please click on 'Retry'.
If the issue persists, try to clear the cache of your browser and try again.
If none of the above attempts fix the issue please open a support ticket.
Black Screen
In case you find a black screen while using the H-series player this can be due to several reasons. To troubleshoot this consider the following scenarios:
1. Is this happening while using a 3rd party App?
If you are using a 3rd party App this issue might be directly related, so we advise you to contact the App's provider to report and troubleshoot it before contacting Amino.
2. Is this happening in the Channel Zapper or Amino Browser?
If the Channel Zapper is displaying a black screen you might want to check:
a. If the channel stream is correctly introduced and without typos
b. If the stream can be played in another client for example VLC
c. If the player has a valid IP address assigned and is connected to the internet
If the Amino Browser is running a regular webpage and showing a black screen:
a. Please open a support ticket with Amino
If the Amino Browser is running a 3rd party Web App and showing a black screen:
a. Please contact your 3rd party Web App provider to investigate further
3. Is the HDMI cable in good condition and correctly plugged into both the player and the display?
You might want to try the HDMI cable on other devices to ensure it is in good condition and working.
Unplug all ends and plug them back again, ensuring they fit properly.
4. Is the right resolution set to your specific display?
Check what resolution is set in the player and if it matches the resolution supported by your display.
For example, if you set a 4K resolution in the H-series player and your display supports up to 1080p a black screen can be seen.
5. Do you have the latest Firmware installed?
Make sure you have the latest Firmware installed. Certain players can arrive with very old firmware versions where the user experience can be affected.
Refer to the firmware list here.
Channel Zapper is not playing or not updating
In case the Channel Zapper is not playing after an update there can be due to several reasons:
1. The channel list was received but it has some sort of typo or bad syntax.
2. The channel list was received but the streams are offline
3. The channel list was not received by the player
Check your internet connectivity and confirm if the channel list is updated by opening the Channel Lineup Editor on the screen as explained in this article.
Use this online channel editor to always get the right syntax.
Access the INI settings dashboard
To check if the INI parameters are correctly deployed in the H-series player you can use your remote control to open the Amino Settings Menu, enter the 'Information' section, and open the 'Configuration Source'.
This way you can confirm if the player has been updated accordingly after changes.
Firmware Downgrade
In some cases, the user might want to revert the firmware upgrade and roll back to the previous release.
To do this the following INI parameter must be applied:
firmware_upgrade.ignore_version_binding = 1
If you are using Orchestrate, make sure you tick the below option as well:
WARNING: Enabling this parameter (by setting it to 1) may cause the player to enter RECOVERY MODE and a FACTORY RESET is required after that. Do not enable this unless you know well the firmware you are using and proceed at your own risk. If you are currently on 25.6.2411.1R it won't be possible to downgrade to 25.3.2340.11R or below.
Factory Reset
To factory reset the H-series you can do so in 3 ways:
1. Via Orchestrate
2. Using the Remote Control
3. Using the RESET pinhole at the back of the enclosure.
Please refer to this article for more information.
Generate a Bug report
To generate a Bug report you can do so via:
1. Orchestrate
2. Using the Remote Control
Please refer to this article.
References
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