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Troubleshooting

What if the preferred Display and/or Display Schema is not available for selection when linking a device?

Follow these steps to redeploy the Content Layout and refresh the setup screens:

  1. From the GDMB app on the Genius Portal, review the Content Layout to ensure the preferred content design is assigned, and then deploy the Content Layout to the site. See Deploy Content Layout.

  2. From the upper-left of the screen on the device, select Go Back to return to the share code screen.

  3. Resubmit the share code.

  4. Confirm the Display and Display Schema are now available for selection.

How does one access the setup screens for the linked device?

From the remote control for the device, press and release the number 4 button four times

Why is the TV constantly rebooting?

When Auto Set is enabled, error logs could be generated, which causes the TV to reboot. Follow these steps to resolve the issue:

  1. From the remote control for the device, press the Settings button.

  2. Select EZ Settings > SI Server Settings.

  3. Select SI Server Settings again.

  4. Set Auto Set to OFF.

Note

After the factory reset, the toggle Auto Set is always OFF.

What if an Invalid Share code error is generated on a TV during the registration process?

To configure the time and date on the device:

  1. From the remote control for the device, select Settings.

  2. From the menu pane on the left of Settings, select General.

  3. From the General menu, select Time & Date.

  4. Toggle Set Automatically ON.

  5. From the Time Zone field, select the local time zone settings.

Additional scenarios and resolutions for the Invalid Share code error:

  • The share code is valid for 24 hours only. If the share code has expired, refresh it on the Genius Portal and re-enter it.

  • The customer's firewall can block access to the server. To unblock access to the server, include the following addresses to the firewall whitelist. All addresses use protocol https, port: 443:

  • Ensure that the GDMB app installed on the device has the correct version and that it is cooperating with the Production stack. If the GDMB app is expecting to receive a share code from the QA or UAT stack, but a share code is sent from the Production stack, it triggers this error message.

What if the TV app displays The <name of display> is successfully connected. No content is assigned?

If the Content Layout has not been deployed, the notification The <name of display> is successfully connected. No content is assigned is displayed until the  Content Layout is deployed on the Genius Portal. See Create Content Layout and Deploy Content Layout and complete the steps to deploy the content to the Genius Portal.

What if the TV app displays There is a problem connecting to the internet. Please check the connection?

Check the internet connection. When the internet connection is restored, continue the content assignment process.

What if I selected the wrong display during the content assignment process?

Go back to the previous step and select another display or display schema. If content has been downloaded and already displayed, there is an option to go back to the previous step and select another display or display layout schema:

  • For LG televisions:

    • Press the 4 button four (4) times on the remote control or using LG Connected Care.

    • Select the correct display or display schema.

  • For Android devices: Tap five (5) times on the top right corner.

What if a Content mismatch error displays on the Telemetry section of the Genius Portal Dashboard section after the next daypart occurred?

Change the time zone on the Genius Portal. For the site configuration steps, see Create Site - General. The Time Zone setting is listed in Step 3. After the Time Zone setting has been updated, redeploy the Content Layout.

What if, after the Genius TV app has been installed, the app cannot be launched and the user sees the built-in LG web browser instead of the Genius landing page?

From the device, navigate to Device Management → Account Main → EZ Setting → Play via URL and select Off for the URL Loader toggle. Reboot the TV.

What if the content with video is deployed and selected in the Genius TV app, but a black screen is shown on the TV?

Check the following:

  • Confirm the TV is on.

  • Confirm the sleep interval is not active for the current time and that the TV is not in Sleep Mode by the GDMB app.

If the TV is on, the GDMB app is running, and the sleep interval is not active, the reason can be a corrupted video file. For this scenario:

  1. Convert the video file to MP4 with an online or offline tool even if the file is already in the MP4 format.

  2. Open the affected content design in the Content Designer in the Genius Portal.

  3. Remove the previous video and upload the converted video.

  4. Deploy the Content Layout with the updated content design. The TV receives the updated content and the video should display correctly.

What if the content is not synchronized on the devices?

Ensure that the video content added to the Content Designer has full second duration without milliseconds. If it does not, change the duration to full second and redeploy the content.

What if the Genius Logo is displayed on the XC-23 FC Display instead of the GDMB app?

Ensure that External Application is set for Terminal and is assigned to the site according to the guide:

  1. From Genius Portal, navigate to 4-Dot Menu → Data Management → Ordering Settings → Hardware → Terminals → terminal name.

  2. From the terminal details - General tab, toggle On the Allow Secondary Displays setting.

  3. From the terminal details - General tab, scroll to Secondary Displays Sets and add Customer Display External Applications. For example:

    Field Name

    Value

    Application Name

    Customer Display

    Application Type

    OS Application

    OS Type(s)

    Android

    Package Name

    com.Genius.cdmb

What if the Item List and Thank You pages are not displaying on the XC-23 FC Display  during new order creation?

Solution 1

From Genius Portal, navigate to 4-Dot Menu → Data Management → Ordering Settings → Hardware → Peripherals:

  1. From Peripherals, select New Peripheral and add a new peripheral. For the steps, see Order Confirmation Board (LAN).

  2. Ensure the Order Confirmation Board peripheral has the correct Connection Configuration. Contact Genius Support for specific IP addresses and ports.

    Note

    To apply these changes on the point of sale (POS) terminal,  select Refresh data in Functions.

Solution 2

If Order Confirmation Unit is configured to use the Genius order confirmation feed, ensure that the Genius order confirmation Feed subscription is active on Company and Site Level. For more information, see All Companies and Add Services to Sites.

Solution 3

From Genius Portal, navigate to 4-Dot Menu → Data Management → Ordering Settings → Hardware → Terminals:

  1. From Terminals, select the terminal name and select Peripherals.

  2. From Peripherals, ensure the Order Confirmation Unit is assigned to the terminal and to the site. For more information, see Terminals - Peripherals.

Solution 4

If Order Confirmation Unit is running on a separate device, ensure that the device 1, installed with Genius POS, and device 2, installed with Genius Display App, are connected to the same network.

Solution 5

Ensure that the content design that was assigned to the layout and deployed to the device has an Order Confirmation component added in Content Builder. For more information and steps, see Order Confirmation Unit (OCU).

Solution 6

Ensure that the content design that was assigned to the content layout and deployed on Genius Portal has an Order Confirmation component added in Content Builder on top of general content:

  1. From Genius Portal, navigate to 4-Dot Menu → Digital Menu Board → Content Designs.

  2. From Content Designs, ensure the Order Confirmation component is placed on top of the general content. If not, drag the component into place. For more information, see Create Content Design.

Solution 7

  1. From Genius Portal, ensure the Currency Scheme is mapped to the site. For more information and steps, see Currency Scheme.

  2. On the device with Genius POS, select Refresh data to apply the Currency Scheme changes made in Genius Portal.

What if the content design with the added video file is not displayed on the XC-23 device?

Due to XC-23 device limitations, only video in WebM (VP9 codec) format can be displayed on this device.

  1. Convert the video from AVI, MP4, or MOV format to WebM (VP9 codec) format.

  2. Create a content design with converted video file and deploy content. For more information and steps, see Content Designs - Add Video.

See also: