Troubleshooting
Preserve the displayed error and logs before changing content, keys or configuration.
| Symptom | First checks |
|---|---|
| Content not discovered | Source path/credentials, mount state, package structure, CPL selection, scan status and available storage. |
| Ingest fails | Missing assets, read errors, package/hash mismatch, free space, source removal and service log. |
| KDM rejected/not ready | Player certificate thumbprint, composition/key ID, not-before/not-after, trusted clock and complete two-component keys for EAR‑Tech. |
| Black/no picture | Selected display/output, active playlist item, decoder error, HDCP preflight, window/fullscreen state and cable/input. |
| No/wrong audio | Output device, profile, channel count/order, matrix routes/gains, mute, processor input and calibration tests. |
| Show did not start | Scheduler enabled, local day/time, trusted time, overlap, show existence/readiness and an already-running playlist. |
| Automation failed | Device address/port, cue arguments, mapping, network route, macro step result and target equipment state. |
| EAR‑Tech authentication error | Stop using the copy. Check asset SHA‑256/descriptor binding, package completeness and exact KDM keys; reacquire from mastering rather than editing files. |
Useful system checks
systemctl --user status dcp-player-appliance.service
systemctl status dcp-player-service.service
journalctl --user -u dcp-player-appliance.service -b
journalctl -u dcp-player-service.service -bWhich unit applies depends on installation mode. Use the UI’s System Details and operational logs first when available.
Safe recovery order
- Stop playback if picture, sound, automation or security is unsafe.
- Capture the exact message, time, content/show name and player state.
- Check the narrowest likely cause without deleting or re-importing evidence.
- Retry only after correcting a known cause.
- Escalate with logs, package/KDM identifiers and reproduction steps—never private keys or full licence codes.
Do not bypass certificate, time, content-integrity or output-protection failures to make a show run. Use known-good alternative content or the venue’s documented contingency process.
Documentation edition: 6 September 2026. Check procedures against the installed release and venue policy.
