Follow

Display troubleshooting

How to investigate a Display error (and how to solve it)

You have an issue on your Display.

Open your Display in a google chrome browser.

  • Open google chrome on your computer
  • Insert the link that your tablet points towards

Does the issue persist?


The issue is display related.

If you don't have the newest version of Pronestor Display we recommend that you upgrade. See this guide

  • Open your Display site in a browser
  • Click "* Administration - logon"
    mceclip0.png
  • Insert email and password
  • Click "Login"

If you get an error message click on yours - otherwise click No error message

You have exceeded your license by X screen(s). Unless you disable or delete X screen(s) of this type, your displays of this type will not show any data.

None of your screens will work if you have too many. Delete or disable the extra screens, or contact Pronestor to buy additional licenses.

No error message

Check the connection by clicking "Save and test connection"

mceclip1.png

Click on your result:

The connection to Microsoft Exchange Web Services is configured correctly.

mceclip5.png

The connection to PRONESTOR PLANNER Web Services is configured correctly.

mceclip2.png

The specified PRONESTOR PLANNER Web Services account could not be authenticated by the service. Please verify your username and password.

mceclip3.png

The specified Microsoft Exchange Web Services account could not be authenticated by the service. Please verify your username and password.

mceclip4.png

An unexpected error occurred while attempting to contact microsoft web service: the given key was not present in the dictionary

None of the above

Write to helpdesk@pronestor.com and include a link to your display solution, a picture of your result when you press "Save and test connection" and if possible login and password for the display solution so we can help.


The connection to Microsoft Exchange Web Services is configured correctly.

  • Go to "Display"
  • Click on a Room Booking Panels with the error
  • Click "Interactivity"
  • Click "Verify authorization"

Click on your result:

Congratulations. Your service account is authorized to perform the selected interactivity features.

An error has occurred. Please try again.


The connection to PRONESTOR PLANNER Web Services is configured correctly.

Please write to helpdesk@pronestor.com and include a link to your display solution, the steps you've taken, a description of the error and if possible login and password for the display solution so we can help.


The specified PRONESTOR PLANNER Web Services account could not be authenticated by the service. Please verify your username and password.

The user in Planner that connects with Display doesn't match the information entered into Display. Please check username and password. If you forgot the password you can reset it in Planner. Once updated and you have pressed "Save and test connection" it should be green. If not, try the guide again.

If that doesn't work, write to helpdesk@pronestor.com and include a link to your display solution, the steps you've taken, a description of the error and if possible login and password for the display solution so we can help.


The specified Microsoft Exchange Web Services account could not be authenticated by the service. Please verify your username and password.

Display can't log in with your exchange account. There are multiple possible issues.

  1. The username and password is wrong. Check that you have the corrent username and password.
  2. The URL is wrong. For most office 365 users, it's https://outlook.office365.com/ews/exchange.asmx but yours might be different. Please check.
  3. The user has two factor authentication enabled. Please disable two factor authentication.
  4. The user has to change password. Please log in as the user and update their password.
  5. The user doesn't have a mailbox. Please attach a mailbox to the user.

If that doesn't work, write to helpdesk@pronestor.com and include a link to your display solution, the steps you've taken, a description of the error and if possible login and password for the display solution so we can help.


An unexpected error occurred while attempting to contact microsoft web service: the given key was not present in the dictionary

This error doesn't cause any problems and you can ignore it if you don't have any other issues.


Congratulations. Your service account is authorized to perform the selected interactivity features.

Write to helpdesk@pronestor.com and include a link to your display solution, the steps you've taken, a description of the error and if possible login and password for the display solution so we can help.


An error has occurred. Please try again.

  • Go to "Settings" -> "Rooms"
  • Scroll to the room with the error
  • Wait 2 minutes

Click on the error you get

The specified ovject was not found in the store., Can't connect to the mailbox of user.....

mceclip0.png

Could not resolve the specified mailbox address: Mailbox not found

None of the above

Write to helpdesk@pronestor.com and include a link to your display solution, the steps you've taken, a description of the error and if possible login and password for the display solution so we can help.


Could not resolve the specified mailbox address: Mailbox not found

Cause: The email for the room does not match the email/smtp for the mailbox on Exchange. Try to invite the room in an email in Outlook and check the email for the room when resolved in Outlook. Reimport the room with the correct email.


The issue is tablet or kioskbrowser related

Click on the tablet you have

Philips 10BDL3051T

Check that the tablet is correctly configured. Most Philips errors can be fixed with a factory reset. This guide explains how to configure your Philips tablet How to configure your Philips 10BDL3051T or 10BDL4151T tablet for Pronestor display

If this doesn't help please write to helpdesk@pronestor.com and include:

  • Which tablet you are using
  • A link to your display solution
  • The steps you've taken
  • A description and/or picture of the error
  • Login and password for the display solution so we can help.

Philips 10BDL4151T

Check that the tablet is correctly configured. Most Philips errors can be fixed with a factory reset. This guide explains how to configure your Philips tablet How to configure your Philips 10BDL3051T or 10BDL4151T tablet for Pronestor display

If this doesn't help please write to helpdesk@pronestor.com and include:

  • Which tablet you are using
  • A link to your display solution
  • The steps you've taken
  • A description and/or picture of the error
  • Login and password for the display solution so we can help.

IAdea XDS-1078 also called IAD

Check that the tablet is correctly configured. This guide explains how to configure your IAdea tablet Configuring IAdea XDS-1078 also called IAD

If this doesn't help please write to helpdesk@pronestor.com and include:

  • Which tablet you are using
  • A link to your display solution
  • The steps you've taken
  • A description and/or picture of the error
  • Login and password for the display solution so we can help.

Samsung

Check that the tablet is correctly configured. This guide explains how to configure your Samsung tablet Configuring Samsung SSP device for Pronestor Display

If this doesn't help please write to helpdesk@pronestor.com and include:

  • Which tablet you are using
  • A link to your display solution
  • The steps you've taken
  • A description and/or picture of the error
  • Login and password for the display solution so we can help.

IPad

Check that the tablet is correctly configured. This guide explains how to configure your IPad Pronestor Kiosk Browser & Settings - iPad

If this doesn't help please write to helpdesk@pronestor.com and include:

  • Which tablet you are using
  • A link to your display solution
  • The steps you've taken
  • A description and/or picture of the error
  • Login and password for the display solution so we can help.

None of the above

Write to helpdesk@pronestor.com and include:

  • Which tablet you are using
  • A link to your display solution
  • The steps you've taken
  • A description and/or picture of the error
  • Login and password for the display solution so we can help.

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

Powered by Zendesk