Troubleshooting Common Issues

1. How do I upgrade the CM Service to the latest released version?
Ans: Download the latest CM Service installer (either 32 bit or 64 bit, based on the server specification) from: http://ryarc.net/wiki/Ryarc-CampaignManager-6-8.ashx

  • Run the installer and install CM Service
  • Open command prompt in administrator mode and type “iisreset”. This will restart the IIS.
  • Open browser (default IE) and type in the url: http://localhost/CMService. This should open up a list of services. Click on AuthenticateService.svc. This should open the proper services page.

If all the above steps pass, then CM Service is upgraded successfully. Start the CampaignManager and login to the server. A taskdialog will ask user to upgrade. Select upgrade command. Patch will be downloaded and CM will be upgraded successfully.

2. CampaignManager login fails with fatal error on syncing. What do I do now?
Ans: Please check the followings:

  • Open control panel and verify that Microsoft SQL Server Cpmpact CE 3.5 SP2 is installed.
  • Open regedit from run and enter a key under HKEY_Current_User\Software\ called Ryarc and add a string value called Verbose. Modify the Verbose string and enter value “True”. This will ensure that all errors are written on log files for troubleshooting purposes. The log files are located here: for XP and server 2003 –>C:\Documents and Settings\username\Application Data\Ryarc\CampaignManager\Log, and for win7 and server 2008 –>C:\users\username\AppData\Roaming\Ryarc\CampaignManager\Log. Try to login again and review the log files to identify the problem.
  • Open default browser and enter the url: http://servername/CMService. This should open a list of services on the server. Click on AuthenticateService.svc. This should open the proper services page. If the services cannot be accessed from the machine where CampaignManager is running, then this means that IIS is not properly configured on the CM Service machine. Configure IIS properly and then login again.

3. Cannot connect to server from CampaignManager. What do I do now?
Ans: Please verify the following:

  • Open default browser and enter the url: http://servername/CMService. This should open a list of services on the server. Click on AuthenticateService.svc. This should open the proper services page. If the services cannot be accessed from the machine where CampaignManager is running, then this means that IIS is not properly configured on the CM Service machine. Configure IIS properly and then login again.
  • On the CM Server machine, ensure that IIS is configured properly. Open IIS Manager, and try to browse from CMService. Ensure that ASP.NET is installed with default settings. Ensure that ASP.NET is configured with .net framework 4 or above (for windows 8). To configure ASP.NET with .net framework 4, open command prompt and change directory to C:\Windows\Microsoft.NET\Framework\v4.0…., and type in “aspnet_regiis.exe -i”. This will configure ASP.NET with the proper framework.
  • Open IIS Manager, and try to browse from CMService.
  • Open default browser and enter the url: http://servername/CMService. This should open a list of services on the server.
  • Open default CampaignManager folder:for XP and server 2003 –>C:\Documents and Settings\username\Application Data\Ryarc\CampaignManager\Data\, and for win7 and server 2008 –>C:\users\username\AppData\Roaming\Ryarc\CampaignManager\Data\ and delete all .sdf files.
  • Try to login to server again.

4. Ticker is published to the CM Player and downloaded 100%, but does not show on screen. What do I do now?
Ans: Install CampaignManager on the player machine and login to the domain. Now create a new Ticker and run full screen preview. If no ticker appears on screen, then this means that directx is not properly installed on the machine. Please verify the following:

http://www.microsoft.com/en-us/download/details.aspx?id=5555

  • For a 64 bit machine, open Control Panel and verify that Microsoft Visual C++ 2010 Redistributable Package (x64) is installed. If it is not installed then install it from below.

http://www.microsoft.com/en-us/download/details.aspx?id=14632

  • Run full screen Ticker preview again.

5. I am trying to display a HD video across two screens but the video appears partially on one screen only. How do I display the video across two screens?
Ans: Open CM Player Configuration>General Settings>General Settings and select “Use Windows Media PLayer for video and audio”. Save the settings and start the player again. The video will now play across the two screens.

6. My published Campaign has a number of media that is not showing on screen. How can I ensure that all media in the Campaign play successfully on the CM Player? Ans: Try to play all media included in the Campaign indepedently on the player machine by double clicking on the file. If all media play fine when you double click on them then CM Player should be able to play them as well. Verify that the media does not have any conditional play conditions.

If some of the media do not play when you double click on them, then it indicates that the machine does not have proper codec to play the media. Install proper codec and try to play them in windows media player. If the files play in windows media player, then CM layer will be able to play them as well. Otherwise CM Player will skip the media.

troubleshoot.txt · Last modified: 2017/08/23 17:35 (external edit)
Trace: troubleshoot
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