Please follow the Offline troubleshooting checklist step-by-step and report back to our installation support hotline with your findings. We encourage you to take notes and provide as much detail as possible when you contact our Field Service team.

If you are unsure about any of the steps or need guidance, please call Field Service for further assistance 

Field Service Call/Text line: (404) 905-1191

Email: installsupport@nfhsnetwork.com 

Offline Troubleshooting

Use the following steps to confirm the VPU(HP computer tower) is connected, powered, connecting to the network, and booting correctly.

Steps 1- 4 can be performed without a monitor, mouse, and keyboard connected, but you will need a monitor, mouse, and keyboard for Steps 5-7.

Confirm all cables are connected properly.

1. Confirm the power cable is plugged into the power port

2. Confirm the network cable is plugged into the main network port.

3. Confirm the other end of the network cable is plugged into a functional, configured port. 

   • • • If connected properly, when powered up, you will see network link activity lights around the network port on the VPU
       • A Network cable intended to get the VPU connected to the internet can not be plugged into the Camera NIC (reserved for the camera only),

4. Leave the VPU unplugged from power for 1-2 minutes then plug the VPU back into its original power source

   1. • If the VPU has signs of life and has network activity, wait for it to completely boot by waiting another 3-5 minutes, then Call Field Service to check Club and/or LogMeIn for system status. 
      • If the VPU does not come back online, proceed with Step 5.
      • If the VPU only has signs of life and no network connection, proceed with Step 4.
      • If the VPU displays no signs of life, proceed with Step 3.

5. Check to make sure the VPU has signs of life.

   • Verify there are lights on the front of the VPU near the power button that indicate the power is on.
   • If there are no power lights, confirm the VPU's power cable is securely plugged into the power port on the back and into the outlet, and that the outlet is powered. Please use a different outlet if necessary to verify that the power source is not inoperable.
     • Some venues have power connected to light switches or breakers. Confirm this is not the case for this Pixellot.
     • A venue might have a battery backup, or an uninterruptible power supply (UPS). If the venue is using one for the VPU, recommend they unplug the VPU from the battery backup and directly into an outlet to confirm if the issue is related to the battery backup. 
       • If the VPU turns on after plugging it into an outlet after unplugging from the battery backup, the issue is the battery backup. Recommend the school's IT team for service or replacement.

   • If there are power lights or power lights come back on after changing outlets

     1. Confirm the VPU is connected to the internet by checking the main network port on the back.
        • If the VPU turns on but does not have network activity, proceed with Step 4.
        • If the VPU turns on and has network activity, wait for the VPU to completely boot by waiting another 3-5 minutes to completely boot, then check Club and LogMeIn for system status.
        • If the VPU does not come back online, proceed with Step 5

*If there are still no signs of life, escalate the issue to Field Service and cite the VPU has no power. and send in pictures of lights on the front of the VPU and Back

4. Confirm a network connection.

   • If the VPU does not have network activity, have the requester trace the other end of the network cable and make sure it's plugged in properly to its source. This will likely require an IT check to make sure the source is set up correctly.
   • If the cable is now properly plugged into the source, there is network activity, and the source is configured correctly, wait for the VPU to connect to the network by waiting another 3-5 minutes, then Call Field Servicecheck Club and LogMeIn for system status
     • If the VPU does not come back online, proceed with Step 5.

 Make sure to have a Monitor, Mouse, and Keyboard connected to the Pixellot computer

5. • Ensure the monitor is connected to the graphics card using an HDMI cable
     • If the display shows nothing, confirm that the input on the display is chosen correctly
     • If the display still shows nothing, restart the VPU by unplugging the VPU from power, and plugging it back in.
     • If the display still shows nothing  then Call Field Service citing GPU issues and send in pictures
     • If the display shows the desktop or locks screen, skip to Step 7.

6. Power cycle the VPU.

   1. Restart the VPU by either holding down the power button for about 10 seconds or unplugging the power and plugging it back in.
   2. Plug in the VPU, and pay attention to what shows on the screen take pictures of any errors
      1. If the unit boots into a blue screen, power cycle the VPU 2 more times.
      2. If the unit boots into a blue screen 2 more times (3 total)  then Call Field Service citing the VPU is booting into a blue screen 3 times make sure to take a picture to send to support  
      3. If the display says "Start PXE" or "Booting into PXE", then CallField Service, citing the VPU is booting into PXE mode make sure to take a picture to send to support  
      4. If the VPU goes to a Sure Start screen for longer than 60 seconds then Call Field Service citing that the VPU is booting into the Sure Start screen for further troubleshooting steps

7. Confirming Network Connectivity

   1. For Windows VPUs -Open a Web browser and go to a few websites (like google.com, speedtest.net, LogMeIn.com, etc.)
      • If none of the pages load correctly know that the unit is booting correctly, but is not connected to the internet and that IT will need to be involved from this point forward. 
        • The school will need to have IT check the network port providing a network connection to the VPU
        • Call Field Service to check Club and/or LogMeIn for system status after checking ports, cables, and IP addresses. 
      • If some of the pages do load correctly, recommend the IT about ensuring their firewall is configured to our requirements, and proceed to Step 8.
      • If all the pages do load correctly, proceed to Step 8.
   2. For Linux VPUs To troubleshoot issues with Appliance units you will need to use the System Troubleshooting option on the Pixellot Connect App and follow the steps in the APP once the System Information Dashboard page is open take a Screenshot to send to Field Service
      1. If there are any Red X on that Network Status Section
         1. The school will need to have IT check ports, cables, and IP addresses 
            • • You should be able to set Static IPs with the APP if the VPU software is on 3.4 or higher 

8. Finalizing 

   1. If you've reached this point, you should be connected to the Network

Contact Call Field Service to check in Club and/or LogMeIn the system status or if needed for further troubleshooting steps if the unit is still offline.