Troubleshooting

got “unable to access a player at that ip address"? if you get this message when publishing to a player set up with local network, these could be the reasons the player has not been, or is no longer, configured for local network apply new local network setup files to the player for series 3 and newer players, clear the content of the player's storage device docid\ yncf7p2pyzo2qedf1jyim the player write a new setup to the player's storage from brightauthor\ connected or deliver the setup to the player docid\ ot72ubisn4txl6tf0rcg6 , or if bsn cloud is being used to reprovision the player, see docid\ cyl9kpm02co5rgcb9wqqv you are using dhcp addressing without an address reservation for the player and the router, or the dhcp server rebooted or changed the player address to resolve this get the player's ip address see docid\ o5bjpu97ommnbhodcjyef if you don't know how to do that refresh the player list in the network tab to see if you get a new/updated player entry with the correct ip address,onsider adding an address reservation to the dhcp server so the player's address is predictable the presentation or content has put the player into a reboot loop the easiest way to bring a player out of a reboot loop is to apply the setup to the player's storage again this will clear the player's presentation schedule so the presentation won't run and crash the player again if you cannot physically access the player, you can still recover if the diagnostic web server (dws) is accessible keep trying to disable autorun from the diagnostics tab of the player's local dws ( http //playeripaddress/index html replace playeripaddress with the player's lan ip address) or remote dws (from http //bsn cloud or brightauthor\ connected) until you get a response from the player after you see the response, the player will reboot with the autorun disabled check your presentation for invalid data feeds, out of spec media, and resource hungry html sites use the method on docid\ ot72ubisn4txl6tf0rcg6 to create, package, and deliver a new setup to the player after the setup is applied you should be able to publish to the player again, or if bsn cloud is being used reprovision the player, see docid\ cyl9kpm02co5rgcb9wqqv update the player os the player's storage device has been removed or is not readable to resolve this, put the player's storage device in your computer and see if it can be recovered replace the storage device and write new local network configuration files to it if the player has been disconnected from the network or power, reconnect the player network access to the player on ports 80, 8008, and/or 8080 is blocked to resolve this consult with it to ensure the computer that brightauthor\ connected is installed and can communicate with the player see if you can open http //playeripaddress 8080/getid (replace playeripaddress with the player's lan ip address) from a web browser on the same network as the player access to ports 80, 8008, and/or 8080 is blocked to resolve this consult with it to ensure the the computer that brightauthor\ connected is installed on can communicate with the player check any third party antivirus / firewall / security software got " access to \[ip address] denied" error message? if you are using brightauthor\ connected to communicate with players over a local file network but can't publish to them because of this error, access to your players is blocked because a username/password is configured on the player local web server (lws) after entering the correct lws credentials, brightauthor\ connected should immediately regain access to the player to resolve this error open brightauthor\ connected select the gear icon next to the player (see image 1, below) enter the lws username and password under specify username/password if you can access the local dws, you can find these credentials in the registry section under the fields nlwsu (username) and nlwsp (password), or if you set up your player with bsn control and selected save to library in brightauthor\ connected, you can find the credentials under admin > setup library > edit applied lfn setup– bsn cloud why is my iphone image rotated in the display? this is a metadata issue to fix it open the images in paint or a similar image editor save as under a different name this will overwrite the original file orientation add the image to your presentation my players aren't in the network tab? this is usually caused by a communication issue with bsn cloud servers (for example, a missing player setting or configuration or a network issue) check the following make sure that enable bsn cloud is selected in admin > player settings > advanced (this setting is enable control cloud or content cloud in brightauthor\ connected 1 36 0 or later and enable bsn control or bsn content in brightauthor\ connected version 1 42 or later) make sure that the player was activated before or during the setup process for more information, see docid\ oof rmqhqfvlhokxi8ypj to communicate with players, the network must meet some basic requirements see docid 6mbtfgmpjwocqomvc0oe5 for more details players must be on brightsignos version 8 0 119 or later to run bsn cloud, so make sure your player os is compatible with bsn cloud see the next topic if you need instructions about how to update your os