Diagnostic and troubleshooting guide for the Smarts application

1. Is the device turned on?

2. Is the device powered?

3. Is the device sufficiently charged?

4. Is the device connected to the internet?

5. Is the Smarts app installed?

6. Is the Smarts application running?

7. Has the device been registered in the system?

8. Has content been assigned to the device?

1. Is the device turned off?

     If the device is switched off, please switch it on.

2. Is the device powered?

    In case the device is connected to a continuous power supply, please check that the power plug is properly connected and powering the device.

    Prolonged power outages will likely drain the battery of the device, causing it to turn off.

3. Is the device sufficiently charged?

    In case the battery charge level is lower than ~20%, several devices automatically activate the battery saving mode, which may affect the smooth operation of the Smarts app. Please ensure that the battery is sufficiently charged, ideally >        80%.

    See point 2 for additional information.

4. Is the device connected to the internet?

    a. If the device is not connected to the internet, please connect it.

    b. Ask your IT to ensure that the connection:

        i. Provides the minimum required bandwidth > 5mbps DOWN and 1mbps UP per device.

        ii. Has a low ping latency < 200ms.

        iii. Has low ping jitter < 10ms.

        iv. Allows connections to *.optehub.com domains.

        v. If you use a private DNS server (with manual delegation or DHCP), the DNS server keeps up-to-date records for the *.optehub.com domains.

        vi. Does not implement traffic management policies that could block the device from communicating to the *.optehub.com domains under any circumstances.

       vii. Does not implement policies to block outbound HTTPS/WSS connections on port 43.

            See CloudFlare's diagnostic application here.

5. Is the Smarts application installed?

    If the Smarts app is not installed, please follow the instructions here to complete the installation.

6. Is the Smarts application running?

    a. If the application is installed but not running, please start the application manually by clicking on its icon on the desktop.

    b. Additional information related to the inability of the application to start automatically:

         i. The Smarts application runs automatically and appears in the foreground after:

             1. The application will be automatically displayed on the screen.

             2. Restarting the application.

        ii. The Android operating system is increasingly implementing aggressive policies to conserve battery power and minimize CPU and RAM load. In this effort, it consequently terminates applications that are running continuously and/or in                   the background. The Smarts application implements techniques to override these policies. Additionally, during installation, it is required to make settings to prevent application termination. See here.

        iii. Low-end, usually low-cost devices with very limited resources (CPU, RAM) often implement even more aggressive resource-saving policies that are not amenable to regulation and may periodically lead to application termination.

7. Has the device been registered in the system?

    If the device displays "Let's get started! Please register this device with the following code" and enters a code with numeric digits, then the device must be registered on the platform.

        i. Please follow the registration guide here to register the device via the admin portal.

        ii. For more convenience and speed, please follow the guide to register and assign a device via the https://match.optehub.com app here.

8. How to pair a device with a device?

    a. If the device displays "There is no scheduled content," then no content has been assigned.

        i. For greater ease and speed, follow the guide to registering and assigning a product to a device via the https://match.optehub.com app here: Optehub Help Center | How to pair a device with a product (tawk.help).