Player 4.2.32 · release · Manual updated 31 October 2026
Troubleshooting
Capture the exact message, time and content/show identity before changing files, keys or settings.
Find the narrowest cause
| Symptom | First checks |
|---|---|
| APT permission notice | Use the readable-cache commands in Install and upgrade. Do not loosen home-directory permissions or disable APT sandboxing. |
| Missing installation dependencies | Confirm Ubuntu 26.04 amd64 and enabled/reachable repositories; follow the documented apt --fix-broken install recovery. |
| Dedicated media drive not reflected | Inspect Dashboard media path/device/mount and the configured media root. Verify persistent mounting and access as the actual player account; attaching a disk alone does not configure it. |
| Content not found / not ready | Source path, mount, read/traverse permissions, package structure, exact CPL UUID, missing OV/assets, indexing/integrity and free space. |
| Missing cue warning | Media may still play. Repair the referenced cue/macro or deliberately create standard empty names; an empty placeholder does not perform the intended automation. |
| KDM rejected or outside window | Recipient certificate, CPL/key IDs, full session window and trusted time. For EAR check the complete two-component key material. |
| Show did not start | SCHED state, correct calendar instant/timezone, trusted time, readiness/licence, already-active playback/Casting and scheduler skip/failure. Correlate observed SPL/CPL events. |
| Manual controls dimmed | Check SCHED, active Casting, pending command/timeline, account permission and current native state. Resolve the owning mode; do not bypass its interlock. |
| No picture / wrong signal | Actual display/SDI selection, connector/input, active timing versus EDID preferred mode, cabling, native error and applicable HDCP/DDL policy. |
| No or wrong sound | Selected local/SDI audio path, matrix/routes/gains, mute, processor input, speaker order and sync; use safe-level channel tests. |
| Dropped frames | Record CPL/timecode and check CPU, decode mode/workers, disk delivery, buffered frames and actual output timing. Follow the performance checklist. |
| Automation failed | Exact cue identity, endpoint/arguments, network/transport result and physical equipment state. Missing/ambiguous references do not trigger a guessed action. |
| Wrong time on a remote calendar | Calendar uses browser-local dates/times; align the browser/OS timezone with the venue. Status event timestamps use the player timezone. |
| Cannot find a new feature | Check the header’s installed version and perform a normal browser refresh. Publishing a package does not upgrade players. |
| Shift+Q does nothing | Focus the local playback window first and hold either Shift key while pressing Q. The browser is a separate window. Use the Power page’s Close Application alternative. |
| EAR authentication failure | Preserve evidence and reacquire a validated delivery/key set. Do not edit descriptors or encrypted assets to suppress authentication errors. |
AirPlay does not connect or play
- Confirm 4.2.32, Config → Casting enabled, receiver name, selected interface/IPv4 and saved configuration.
- Read the unavailability reason. Confirm the native engine/helper and licence are available, playback is stopped, Delay Play is cancelled and SCHED is off.
- Enter Casting and wait for Ready to connect. Use the current code; it changes on a fresh entry.
- Check sender reachability and mDNS on that network. Wi‑Fi isolation, VLAN/multicast filtering or a missing selected IP can prevent discovery.
- Windows requires a compatible AirPlay sender; built-in Miracast does not connect. Protected streaming applications may refuse screen mirroring.
- For connected-but-black/no-sound, check Receiving screen versus Connecting, the configured output/audio path and supported sender media. Qualify the exact sender and physical chain.
- Leave Casting/Stop and wait for confirmed cleanup before other playback. Needs attention or a retained reservation requires the displayed recovery/error to be resolved.
Preserve evidence and recover deliberately
- Stop if picture, sound, equipment movement or security is unsafe.
- Record the message, version, instant/timezone, CPL/SPL/occurrence and operating mode.
- Collect Status/Syslog and audit where available; use the monitoring guide to distinguish selected, booked and actually played content.
- Correct the specific cause, then make one intentional retry. Preserve uncertain command identity and use reconciliation rather than repeated dispatch.
- Escalate with sanitised logs and reproducible steps. Exclude private keys, credentials, pairing codes and full licence codes.
Use Media storage consistency to inspect unindexed/missing content before deletion or re-import. A complete catalogue check is not a substitute for cryptographic integrity or output qualification.
Written by James Gardiner · Documentation updated 2026-10-31. For more information visit tools.d-cine.net. Check procedures against the installed release and venue policy.
