How To - Troubleshoot an error in the App logs

How To - Troubleshoot an error in the App logs

If your screen is running webOS 2.4.5 or higher, you'll have access to new friendly error messages that help you troubleshoot any communication or authentication errors.

Please use this article as a guide if an error is displayed in the Digital Signage app for WebOS logs.

TIP: To view the app logs:
- Onsite - Push the BLUE button on the LG remote to show the logs onscreen
- Remote - Login to your admin console and open the Devices tab

In this article:


Error code 1: Network error

A network error indicates that there may be an internet/network connection issue or your firewall/security settings are blocking the Digital Signage app from communicating with our server.

To fix this error, please check the following:

  1. Is the LG display connected to a fixed or wifi network? If no:
    1. Fixed/Wired (recommended)
      Plug the ethernet cable into the LAN port (at the rear of your LG display) and wait for the connection to be established
    2. Wireless*
      Use your LG remote to open the inbuilt menu settings and locate the Network settings.  Follow the prompts to select your network and enter your password. When the LG display is connected to the wireless network, please recheck the logs (BLUE button on remote).
  2. Are your firewall/security settings preventing the app from communicating?
    Contact our support team to request the IP addresses required for your IT team to setup whitelisting.

*If using a wireless connection with a browser prompt (e.g. connection requires you to enter information before a connection is established), please ask your IT team to bypass the prompt.


Error code 2: Invalid Contegro Site URL

Entering the 'Contegro Site URL' incorrectly in the Digital Signage app settings will result in an 'Error code 2...' in the logs.  To input the correct URL in the app settings:

  1. Push the YELLOW button on the remote to open the Digital Signage app settings
  2. In the app settings, use the remote to navigate to the Contegro Site URL field and enter the correct site URL using the remote and onscreen keyboard (or plug a wired/wireless keyboard & mouse into the USB port to perform this action)
  3. Navigate to and select the [Save & Sync] button to start syncing
  4. Push the BLUE button on the remote to view the logs and check that the error is no longer occurring

NB: To request your Contegro Site URL, contact our support team.


Error code 3: Incorrect auth code

Entering the 'Auth Code' incorrectly in the Digital Signage app settings will result in an 'Error code 3...' in the logs.  To input the auth code in the app settings:

  1. Push the YELLOW button on the remote to open the Digital Signage app settings
  2. Use the remote to navigate to the Auth Code field
    (Note: you may need to uncheck the 'Enter Username and Password' option to see the Auth Code field)
  3. Enter the auth code correct using the number buttons on the remote (or plug a wired keyboard into the USB port to perform this action)
  4. Navigate to and select the [Save & Sync] button to start syncing
  5. Push the BLUE button on the remote to view the logs and check that the error is no longer occurring

NB: To request your auth code, contact our support team.


Error code 4: Incorrect username or password

Entering the username and password incorrectly in the Digital Signage app settings will result in an 'Error code 4...' in the logs.  To input the username and password in the app settings:

  1. Push the YELLOW button on the remote to open the Digital Signage app settings
  2. Use the remote to navigate to the Username field
    (Note: you may need to check the 'Enter Username and Password' option to show the username and password fields)
  3. Enter your username correctly using the remote and onscreen keyboard (or plug a wired/wireless keyboard & mouse into the USB port to perform this action)
  4. Enter your password correctly using the remote and onscreen keyboard (or plug a wired/wireless keyboard & mouse into the USB port to perform this action)
  5. Navigate to and select the [Save & Sync] button to start syncing
  6. Push the BLUE button on the remote to view the logs and check that the error is no longer occurring

NB: To request your username and password, contact our support team.


Error code 5: Location unavailable

This error indicates that:

  1. The auth code or username/password entered in the app settings is linked to a deleted location. Please contact our support team to request more information.
    OR,
  2. The server is temporarily unavailable. Please wait to see whether the error corrects itself or contact our support team to request more information.

Error code 47: Remote App Upgrade

If this error occurs when upgrading the Digital Signage app remotely, contact our support team to request assistance.

This error is related to the original URL used to download the app (IPK file) and occurs if a 301 redirect has been added since the original setup.


Download error (Error downloading: certificate is not yet valid)

If you see the following error onscreen (in the Logs tab)...

Slide Logs

4 Jan 23:06 Delete files success
4 Jan 23:06 Settings saved - about to sync
4 Jan 23:06 Settings saved - about to sync
4 Jan 23:06 Sync is already in progress, trying again in 1 minute
4 Jan 23:06 Downloading Vibe - getting started (non SCAP full download)
4 Jan 23:06 Download error (Error downloading: certificate is not yet valid) - attemptNumber = 1
4 Jan 23:06 index file downloaded
4 Jan 23:06 Download error (Error downloading: certificate is not yet valid) - attemptNumber = 2
4 Jan 23:06 Download error (Error downloading: certificate is not yet valid) - attemptNumber = 3
4 Jan 23:06 Download error (Error downloading: certificate is not yet valid) - attemptNumber = 4
4 Jan 23:06 Download error (Error downloading: certificate is not yet valid) - attemptNumber = 5
4 Jan 23:06 non SCAP full download error: Download error - Error downloading: certificate is not yet valid
4 Jan 23:06 downloadAllSlides fail

... Please check that you've set the Timezone and/or Date and Time settings correctly:

  1. Use the remote to open the TV Settings and select General > Date & Time to change the date to 'Set Automatically'
  2. Change region to the correct location (e.g. Oceania > New Zealand)
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