# The service menu on the device

The service menu shows on site what a player knows about itself: network, cloud, content, and the cause when something is missing. You open it with a gesture on the display. You can view everything without a PIN, and in this version the menu changes nothing.

> **Type:** guide
> **For:** anyone standing in front of a display who wants to know what is causing a problem, whether at the installation site, as a technician, or on the phone with us
> **Prerequisite:** a player with SzeneraOS and a keyboard, a mouse, or the remote control of the TV
> **Where in the portal:** at the TV or monitor on site

## Open the menu

The menu opens only on a gesture and never by itself. It appears on top of everything the display is currently showing: running content, the startup with the progress bar, and the setup card.

| With | Gesture |
|---|---|
| Keyboard | **Ctrl** + **Alt** + **S** |
| TV remote control | press **OK** five times within three seconds |
| Mouse | move it once. In the top right, the **Service menu** button appears for ten seconds, and a click on it opens the menu. Without a click, the button disappears again, and further movement does not extend it. |
| Touch | tap the top right corner five times |

The TV remote control reaches the player over the HDMI cable. This works if control over HDMI is switched on at the TV, see [How does the player control the display over HDMI?](/docs/devices/about-hdmi-control).

## Operate and close the menu

On the left is the bar with the tabs, and next to it the pane of the selected tab. On the right is a dimmed still image of the content. After you close the menu, the display shows the running content again.

| Key | What it does |
|---|---|
| **▲** **▼** | select a tab. The pane changes with it immediately. |
| **▶** | jump into the pane, for example to **Report to your phone** |
| **OK** | open the selected element |
| **Back** or **Esc** | go back one level. At the top level, this closes the menu. |

The menu also closes with **Close** at the bottom of the bar and after two minutes without input. A mouse movement does not count as input, but a click does. The time remaining appears in the top right. The menu remembers nothing: After a restart, the display always starts with the content.

## What the tabs show

**Info** shows the situation at a glance. At the top are three indicators for the cloud, the internet, and the number of findings, and below them the most severe finding with the next step. Next come the model, serial number, SzeneraOS with channel, device service, processor, memory, storage, power supply, local time, Wi-Fi, clock, IP address, how long the device has been running, how long the cloud has been connected or disconnected, and the MAC addresses. The serial number appears shortened to its last four characters. If the device does not reach the cloud, **as of** and the time at which the details from the portal last arrived appear after the name, with the date if it was on another day. If space next to a long finding is tight, the row of MAC addresses is dropped. It always appears under **Network** as well.

**Network** shows the connection with signal, band, channel, and rate, the last heartbeat, the realtime channel, and the outages of the last 24 hours. Below them are the IP address, gateway, cloud, internet, and the MAC addresses for allow rules on your building’s network.

**Content** shows what is playing right now and since when, how current the snapshot is, how many media files are stored on the device, and every app bundle with version and state: **loaded**, **loading**, **missing**, **rejected**, or **does not start**.

**Device**, **Actions**, and **PIN** show the lock. Restarting, changing the network, and changing settings will work at the device with a service PIN in the future. Until then, restart the device through the device record and change name and orientation in the portal, see [Maintain a device remotely](/docs/devices/maintain-device-remotely).

## Findings: the cause on the first pane

A finding is a rule applied to the details of the device. The menu names it with a title, a sentence, and the next step. Below it, a technical line in small type appears for the photo taken with the phone, for example `opening-hours@1.1.0 · bundle missing · since 15:30`. If the situation began on another day, the date appears with it.

| Finding | When | What you do |
|---|---|---|
| **The app “…” is missing** | The scene needs a version of the app for which there is no app bundle. | Choose a published version of the app in the portal. |
| **The app “…” cannot be downloaded** | The device does not get the app bundle from the cloud, for example because the download aborts or is rejected. | Check the connection to the cloud. If the finding remains, let us know. |
| **The app “…” cannot be verified** | The checksum or signature of the app bundle does not match. | Publish the version again in the portal. |
| **The app “…” does not start** | The app bundle is there but does not start. | Restart the device. If the finding remains, let us know. |
| **The display does not respond** | The display software of a TV or monitor gives no answer within two seconds. | Restart the device. |
| **The cloud is not reachable** | The device reaches the internet but not the cloud. | Check the firewall of the network. |
| **The network has no route to the internet** | The device is on the network but does not reach the internet. | Check the router and the internet connection. |
| **No network connection** | The device has no IP address or no gateway. | Plug in a network cable or check the Wi-Fi, see [Connect to the network](/docs/devices/connect-network). |
| **The Wi-Fi is too weak** | The signal is below −75 dBm, or the connection dropped three times within 24 hours. | Move the player closer to the router or use a network cable. |
| **The device clock is wrong** | The clock deviates by more than 30 seconds or is not synchronized with any time server. | Allow connections to time servers on the network. |
| **The power supply is insufficient** | The device throttles itself because the voltage is too low. | Use the power supply that comes with it. |
| **Storage is running low** | Less than ten percent is free on a drive. | Remove media you no longer show from the playlists. |
| **… media files are missing** | Media files of the rotation are not in the offline stock. | Keep the device online until the offline stock is complete. |
| **The content is not up to date** | The last content has expired and has not been confirmed since. | Check the connection to the cloud. |

The most severe finding appears on the first pane, and the number of all findings appears in the strip at the top. With **▶** and **OK**, you open the list if there is more than one.

## The report to your phone

Under **Info**, **Report to your phone** opens a QR code. It carries the situation as a short text: device, display, SzeneraOS, cloud, internet, Wi-Fi, IP address, and the findings. Scan it with the camera, and send us the text or a photo of the code. This works without an account and without a network at the device.

The report contains no identifiers, no MAC addresses, no full serial number, and no passwords. It is at most 600 characters long, so that any phone camera can read it from close up.

## What the menu does not do in this version

The menu is read-only. Changing the network, restarting, and changing the name and orientation at the device will follow with the service PIN. Re-pairing and factory reset stay in the device record, see [Device lifecycle](/docs/devices/device-lifecycle). The menu exists only on players with SzeneraOS. Fire TV, Android devices, smart TVs, and the browser show no service menu.

## Related

- [Troubleshooting on the device](/docs/devices/troubleshooting)
- [What a display can show](/docs/devices/what-display-shows)
- [Connect to the network: cable, Wi-Fi, company network, time](/docs/devices/connect-network)
- [The device record: tabs and cards of the machine](/docs/devices/device-record)