Description
The device is installed, connected to a network, but the network status is shown as OFFLINE on the inReality Platform.
Troubleshooting Steps
- Connect a monitor to the device using an HDMI cable
- Check the Home screen to ensure the device has an IP address, as shown below at the top of the screen.
- Using a Keyboard/mouse, go to the inReality Home Screen on the device
- Click on the ‘PING’ button and make sure it passes the test. If this fails please check your local network and internet connectivity.
- Click on ‘Firewall’ and verify all the network connectivity tests show ‘PASS’.
- If the firewall test displays ‘FAIL’:
- Please refer to this article which provides the required firewall rules.
- Open the necessary firewall ports and URLs provided.
Escalation Process
- After completion of troubleshooting steps, if the problem persists:
- Send the following information to the IR Support team at: support@inreality.com
- Account name, Venue name and the device(s) Mac address.
- Photos of the PING and Firewall test results
- Allow 24 hours for the Support team to investigate the issue and reply with a resolution or the next steps.