Video Not Displaying

Understanding and Troubleshooting Common Video Issues

Customers may experience video not displaying on their devices due to a variety of reasons. Below are the common scenarios and steps to troubleshoot and resolve these issues.

Potential Issues:

1. Network Error: The screen displays a message indicating a network issue.
2. Loading Screen Stuck: The screen seems to be loading but never connects.
3. Too Many Channels Connected Error: The screen shows an error indicating that too many channels are connected.

Troubleshooting Steps:

• Network Error or Loading Screen Stuck:
  These issues typically indicate a problem with the internet connection on the computer or the device.

  • Check and troubleshoot your internet connection with the following:
    • Your internet service provider.
    • Your network manager or IT department.
    • The integrator responsible for installing the system.
  • Ensure that the connection meets Alocity’s Network Requirements outlined here. These requirements include stable speeds, proper port configuration, and adequate bandwidth for all devices.
  • Only report these issues to Alocity Support after completing all network troubleshooting and confirming the connection meets specifications.

• Too Many Channels Connected Error:

  • This error requires immediate reporting to Alocity Support via a support ticket.
  • No additional troubleshooting is needed on your end for this specific error.

When to Contact Support:
If the issue persists after confirming compliance with network requirements or if you encounter the "Too Many Channels Connected" error, submit a support ticket for further assistance.

For additional help, contact Alocity Support or your account manager.