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Device Status, Issues, Reports Extended Messaging Information

The ThinkSmart Manager will provide the user with status and messaging throughout the application. Below are additional details about this information.

 

Device Statuses


The status shown in the devices panel will be:

-Unconfigured, if the customer has never saved a configuration;

-Otherwise, the status returned from the cloud service:


- Online
- Offline
- Overheat
- Low Space
- Login Issue
- No Display

- In Meeting

 

Cloud Service/Issues

The device status is maintained by cloud service, based on received telemetry. 

 

If there are any unresolved error conditions (Offline, Overheat, Low Space, Login Issue (for any of the credentials), No Display), the device status will be the oldest unresolved error. If there are no unresolved error conditions, then the status will be Online.

 

Offline:

-Issue is generated when the time-date stamp of the most recent HeartBeat telemetry is greater than 15 minutes of the current server time.

-Issue is resolved when a new HeartBeat telemetry is received, and the time-date stamp is within the past 5 minutes of the server time.

 

Overheat:

-Issue is generated when TempAlert telemetry is received.

-Issue is resolved when TempNormal telemetry is received.

 

Low Space:

-Issue is generated when HDDAlert telemetry is received.

-Issue is resolved when HDDNormal telemetry is received.

 

Login Issue:

-There are several authentication "apps" that are supported by the solution.  While the status may report "Login Issue" for any of them, the cloud service needs to keep track of each of the apps to accurately report the status.

-Issue is generated when AuthError telemetry is received.

-Issue is resolved when AuthNormal telemetry is received for all apps that have an unresolved AuthError.

 

No Display:

-Issue is generated when there are no devices connected to any HDMI Out port, based on HDMIDevicesAttached telemetry.

-Issue is resolved when HDMIDevicesAttached telemetry indicates there's at least one device attached to HDMI Out.

 

In Meeting (Hub 500 MTR):

-A device should show "in Meeting" only if the meeting has actually started in the device. Scheduled time (start and end) are not considered in the status definition

-The device status should update within 10 seconds on device information page after the meeting has ended

-If the device status is "offline", the meeting would be considered as ended regarding telemetry

 

Non-Critical Issues

-For non-critical issues, the device status is not changed, but the issue is created / resolved and can be seen in the issues section of the Admin Console, as well as in device details.

 

Updates

-The update process will report status of various events through telemetry event-data endpoint.

Note: Continue to use Global Context telemetry (DeviceContext {03D21...}) to retrieve the currently installed version.

 

Download

-Issue is generated when Device Status = 41 (Failed to Update) and UDC Error Code = 43 (download error).

-Issue is resolved when a subsequent event occurs for the same device_id, where Device Status = 00 (Updated).

Note: a single event with Device Status = 00 will resolve all open Download or Installed issues.

 

Installed

-Issue is generated when Device Status = 41 (Failed to Update) and UDC Error Code = 41 (update error).

-Issue is resolved when a subsequent event occurs for the same device_id, where Device Status = 00 (Updated).

Note: a single event with Device Status = 00 will resolve all open Download or Installed issues.

 

BlockUSBBoot

-Issue is generated when CommandFail message with a command of "BlockUSBBoot" is encountered.

-Issue is resolved when CommandSucces message with a command of "BlockUSBBoot" is encountered.

 

Reports

 

Room issue reports

-This multi-part report displays the number of issues across your devices that occurred over a specific period of time.

-Telemetry Service would send historical room issues information based on multiple search criteria inputs provided by SmartOffice UI console.

 

Up-Time Calculation: Startup time & Active Hours

 

Start-up Time

-Uptime is the amount of total elapsed time since the device has been available.

-Telemetry Service would send Startup time of the device discounting critical issues that occurred during non-working hours and was resolved before the next working hours.

 

Non-Active Device Handling

 

Non-Active Device

-Once a device is deleted, we will be adding them to Non-Active device collections. Check if the device is claimed before persisting its telemetry. And in case, If does not exist then filtering out the non-active device events at the ingestion itself.

 

Feature Toggle Handling

 

Feature Toggle

-Enable/disable telemetry events (issues / general) based on the feature toggle at a granular level. Telemetry uses it as a reference to decide whether process the event to generate issue or not every time we receive an event.

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