Troubleshooting

Between tag and screen there are four stations: Reader › Hub › Routine › Player. Check them in this order – this way you find the point where it gets stuck.

1. Does the reader detect the tag?

Open IoT devices › RFID hubs, select the hub and place the tag.

• If the reader shows Tag: … or … · unknown, everything is fine.
• If the display stays at No tag placed: place the tag directly over the centre of the reader and check whether there is metal in between.
• If the reader shows Disconnected: check the cable between reader and hub.
• If the hub shows Disconnected: the hub is not online. Check power and network and whether the hub reaches cloud.viewneo.com and broadcast.viewneo.com (Network requirements).

2. Is the tag learned?

A tag that appears as … · unknown has no name. Routines that filter by name do not react to it. Learn it – with exactly the name the routine expects.

3. Did the routine fire?

In the routines list, open the routine’s Log via the menu at the end of the row and place the tag again.

Result	Meaning	What you do
No new entry	The routine does not listen to this hub, or it is switched off.	Check the Active switch and the RFID hub in the trigger.
Skipped	A tag change arrived, but the filters did not match.	Under Trigger, compare tagName and readerName with your filters. Common causes: Placed chosen instead of Lifted, or the name is spelled differently.
Failed	The filters matched, but the command did not reach any player.	Expand the entry and look at the reason (see below).
Success	The jump command was sent to the player.	Continue with step 4.

Common reasons for Failed:

• player-offline – The player was not connected at that moment. A command is not delivered later.
• routines-not-licensed – The Routines plugin is not assigned to the player.
• device-deleted – The player was deleted. Choose the correct device in the routine.
• player-lacks-capability – The routine has a content condition, and the player’s software cannot check it.
• target-missing – The jump target was removed from the playlist. Choose a new target.

4. Does the player jump?

Success in the log means: the command reached the player. If the screen still does not switch, check the following:

• Is the jump target in the playlist the player is currently playing? A player can only jump to entries of its current playlist. If you have assigned a different playlist to it, change the target in the routine as well.
• Is the player being reconfigured right now? Every change to the player’s playlist or settings makes it reload – it then starts again at the beginning of its playlist. Only test your routines once you have finished setting up the player.
• Do two routines react to the same tag? Then the player receives two jump commands in quick succession, and the second one wins. Search the routines list for other routines with the RFID tag trigger and the same tag – including those that recognise the tag by ID instead of by Name.
• Does a second routine bring the screen back immediately? For example a “back to start” routine that reacts to Lifted instead of Placed.

Player paired again? Check the routines

Caution

If you remove a player and pair the device again, a new player is created in the CMS. Routines that pointed to the old player lose this target; the routine gets a Review warning triangle. In every affected routine, choose the new player and its jump target.

Pairing again does not fix routine problems – it tends to create new ones. If a player works, it is usually connected correctly; the cause then lies in step 3 or 4.

Still not working?

Write to Support and give us the name of the routine, the tag and the approximate time of the attempt. With that, we find the entry in the log right away.