How to Troubleshoot Connectivity Issues with my ScreenCloud OS Device

Avatar
by Jennifer Hardegen
Follow

This article will go through how to troubleshoot connectivity issues with your ScreenCloud OS device.

Screen_Shot_2564-03-07_at_23.20.58.png

Table of Contents:

1. How to Troubleshoot if your ScreenCloud OS device fails to set device time from the NTP server?

2. How to Troubleshoot an Invalid Proxy Configuration?

3. How to Troubleshoot When Your Station P1 Says "Cannot Connect to Wried Network"

4. How to Troubleshoot When Your Station P1 Cannot Connect to a Server?

5. How to Use Local Links with Self-signed Certificates with ScreenCloud OS

article_divider_new_version.png

 

1. How to Troubleshoot if Your ScreenCloud OS Device Fails to Set Device Time from the Network Time Protocol (NTP) Server?

Network Time Protocol (NTP) is a network protocol that enables you to synchronize clocks on devices or synchronize a server time with another server time, over a network. 

 

Error Message - "Failed to set device time from NTP server"

Issue: In the event, your ScreenCloud OS device displays an error message such as, your device "Failed to set device time from NTP server" please do the following solution:

Solution 1: Check if you used the correct proxy configurations settings in the https://scos.screencloud.com/start configuration.

Solution 2: Make sure your firewall permits NTP traffic. We recommended checking to see if there is a firewall to allow NTP traffic, and then go to https://scos.screencloud.com/start and proceed to reconfigure your USB provisioning flash drive. 

Solution 3: Set up your own NTP server on your (LAN) and ensure you have the correct NTP server information. Next, go to https://scos.screencloud.com/start on your computer to create your provisioning USB flash drive with the correctly configured NTP server information, and insert it into your device again.

article_divider_new_version.png

 

2. How to Troubleshoot an Invalid Proxy Configuration?

A Proxy server acts as a firewall or web filter. It provides shared network connections and cached data to speed up common requests. A good proxy server keeps users and the internal networks protected from harmful activity. 


Error Message - "Tunneling socket could not be established, statusCode=500" 

Issue: In the event, your ScreenCloud OS device displays an error message such as, "Tunneling socket could not be established, statusCode=500" It means the user has provided a none existing proxy configuration.

Solution: Please go to https://scos.screencloud.com/start on your computer to create your provisioning USB flash drive with the correctly configured proxy configuration in the "Advanced Settings", and insert it into your device again.

 

Error Message - "Could not connect to ScreenCloud's services" 

Issue: In the event, your ScreenCloud OS device displays an error message such as, "Could not connect to ScreenCloud's services", this means you did not provide a proxy configuration but it is required by your Network, or your network is blocking ScreenCloud's domains. Please do the following solution:

Solution 1: Please go to https://scos.screencloud.com/start on your computer to create your provisioning USB flash drive and insert a proxy configuration in the "Advanced Settings", and insert it into your device again.

Solution 2: If you are having trouble connecting to ScreenCloud's services, we recommend working with your IT team to allow the following network traffic, known as whitelisting:

  • .screen.cloud
  • .firebaseio.com
  • .firebase.com
  • .googleapis.com
  • .gstatic.com
  • .s3.amazonaws.com
  • .cloudfront.net
  • .screencloudapp.com
  • .imgix.net sentry.io
  • .app.screencloud.com
  • .eu.screencloud.com
  • .us.screencloud.com

article_divider_new_version.png

 

3. How to Troubleshoot When Your ScreenCloud OS Device Says "Cannot Connect to Wried Network"

IMG_9074.jpg

Error Message - "Connected to your wireless network, but not to the internet"

Issue: In the event, your ScreenCloud OS device displays an error message such as your device is "Connected to your wireless network, but not to the internet" there are two solutions in solving this issue

Solution 1: Please go to https://scos.screencloud.com/start on your computer to create your provisioning USB flash drive with the correctly configured proxy configuration settings and insert it into your device again.

 

Error Message - "Connect to your wired network, but not to the internet"

Issue: In the event, your ScreenCloud OS device displays an error message such as "Connect to your wired network, but not the internet", this could mean:

  • Your network router doesn't allow requests to go to the upstream server, requiring your network to use a proxy. 
  • That you have inserted the wrong proxy configuration for your device.
  • You may see this message if you set the USB configuration to connect via an Ethernet cable however an Ethernet cable is not connected.
  • 2.4GHZ bandwidth is disabled on your network. 

Solution 1: Please go to https://scos.screencloud.com/start on your computer to create your provisioning USB flash drive with the correctly configured SSID, proxy configuration, or network credentials in the "Advanced Settings", and insert it into your device again.

Solution 2: As of right now, the ScreenCloud OS device, Station P1, only supports the use of the 2.4GHz bandwidth. The ScreenCloud OS device cannot distinguish between the 2.4GHz and 5GHz bands, and this may confuse your ScreenCloud OS device.

To solve this, make sure your router offers simultaneous dual-band Wi-Fi and enable dual-band Wi-Fi on your Wi-Fi access point. 

article_divider_new_version.png

 

4. How to Troubleshoot When Your ScreenCloud OS Device Cannot Connect to a Server?

Error Message - "A problem has occurred while trying to connect to ScreenCloud's services"

Issue: This should happen when our ScreenCloud server is down. Please do the following solution:
Solution: Please try again by reconnecting your provisioning USB flash drive. If you continue to experience issues please contact our support team at support@screen.cloud.

article_divider_new_version.png

 

5. How to Use Local Links with Self-signed Certificates with ScreenCloud OS

For security reasons, the ScreenCloud OS device is only able to display HTTPS links. If you would like to display non-signed links (such as links hosted on your local network) please follow the steps in this How to Use Local Links with Self-signed Certificates with ScreenCloud OS article to provision your ScreenCloud OS device to be able to use local links with self-signed certificates.

 

 

If you have any additional questions about how to troubleshoot issues with your ScreenCloud OS device, or any other questions or feedback about ScreenCloud, feel free to reach out to our support team at support@screencloud.com or give us a call at our toll-free support line at +18885575335.

 

 

 

 

 

Comments

0 comments
Please sign in to leave a comment.