Admin

NOTE: Make sure you are using the Chrome browser, as that is currently the only supported browser

Solution: If you’re experiencing difficulties using Storyteller please try clearing the browser’s cache, then restart the browser. Sometimes, old cached data can cause issues.

I cannot login

Cause: There might be a typo or an extra space at the end of your login name or password.

Solution: Check your login name and password are correct. Try typing the login name or password again.

Forgot my password

From the login screen click on the Forgot Password button. An automated email with a link to reset your password will be sent to your email address. Your account will be locked until you’ve completed the password reset process. Please check your spam folder for this email.

Files not uploading

Cause: User might be uploading unsupported files, or the names of the files uploaded include special characters or spaces in them.

Solution: make sure the User is only uploading supported files types.

• Images: PNG or JPEG

• Movies: MP4 (H.264 encoding)

And the total upload size does not exceed 50GB.

Note: Ensure your filenames do not contain any spaces or special characters, including periods and percent signs ($) . Dashes are acceptable.

Your-File-Name.jpg is a valid filename
Your.File.Name.jpg is not

Display

Note: Assure that all devices are powered on and available for remote support should it be necessary

Sign is dark (only black)

Cause: The display has been turned off or and set to a different input source.

Solution: Ensure the display is powered on and set to the correct input.

Cause: The player is not reachable

Solution: Ensure that all LANs in use are up, and operational. The main device can be reached from the network (ex: via a ping of the device IP).

Verify if the player is reachable by going to the Dashboard > Network Status

Cause:  There is nothing scheduled in on the Channel for that date & time

Solution: Go to Playout and verify a Program Block is scheduled at the correct date/time for the Channel. 

Note: If you see a dark gradient background (black at top left to white at bottom right) on your display, this indicates there are no Program Blocks currently scheduled.

Go to Playout and check the schedule for the Channel.

If the Program Block is scheduled correctly on the timeline, you might have to resend the schedule:

1. From Playout, open any Program Block that’s on the schedule timeline
2. Click the Done button

This will resend the entire schedule to the player. You do not need to send each block individually.

My video is not playing correctly

Cause: Your video is not encoded correctly

Solution: Ensure your video is an MP4 (H.264 encoding)

Scoreboard Sign

Note: Assure that all devices are powered on and available for remote support should it be necessary

Wrong Game Instance displayed

Cause: Incorrect Game Instance might have been scheduled for the Channel

Solution: Make sure the Game Instance is scheduled at the correct date/time for the Channel

Images not showing up when triggered from the Tablet Controller

Cause: No duration added for the images inside the scheduled Game Instance

Solution: Open the scheduled Game Instance, click on the Tablet workflow step, and enter a duration for each image, then re-save the instance

Game data doesn’t seem to be working on populating the scoring section of the template 

Solution: For MP-80 Controllers, check to make sure the “ESPN” box is powered on and plugged into the DS.

Tablet Controller

Images and/or Movies not appearing in the Tablet

Possible causes:

1. the Tablet has not been synched

2. the files were not added to the scheduled Game Instance

3. if the files were added recently to the scheduled Game Instance, they might still be in the transfer process

Solution: in the LogicPlay Admin, confirm the files are added to the scheduled Game Instance. Then re-save the instance and wait a couple of minutes (should be less than 4 minutes).

If the files were recently added to the scheduled Game Instance, the transfer time will depend on the size of the files and the local internet speed. We typically suggest to ensure assets have been loaded and Tablets turned on at least 2 hours prior to event start time. This should give ample time to allow all devices to sync up.

If content still doesn’t show, reboot the Tablet.

Note: it is suggested that all images and movies are uploaded and added to the Game Instance in advance of a game to avoid delays with file transfers.

A triggered movie keeps looping on the sign and/or a triggered image stays in the sign for a very long time

Cause: The movie and/or the image might have been marked to loop in the scheduled Game Instance

Solution: On the Tablet Controller make sure the files are not marked to loop.

Note: while a file is displayed in the sign, the file will show a STOP icon/button over the file’s thumbnail in the Tablet. Pressing this button will interrupt the file from playing

We are experiencing delays in triggered content from the Tablet playing on the scoreboard

This is most typically going to be attributed to a network slowdown. First step is to reboot the wireless access point that both the Tablet and the DS are connected to. If this doesn’t clear up the issue, your IT department might have to investigate the traffic and utilization on the wireless network your devices are on.

Contacting Support

Ticket Portal: https://support.metinteractive.net/support/home

Email: send an email describing the issue in detail to support@metinteractive.com  

Phone: (800) 951-8407, Opt 2