Intro to Troubleshooting a Samsung SSP (DME, DBE, DHE) IW Player

In this article, we will discuss different troubleshooting steps to take if your Samsung SSP (DME, DBE, DHE) E Series device is experiencing playback issues.

When experiencing playback issues with your Samsung SSP (DME, DBE, DHE) device, we want to ensure:

  • The Software Version is up to date,

  • The Device has a proper Network Connection

  • The Date and Time are configured correctly on the monitor.

Is the TV's Software Version up-to-date?

Current Samsung SSP (DME, DBE, DHE) Software Version: 1034.2

When experiencing playback issues with any E Series device, the first thing to confirm is if the TV's software is on the latest version supported by the IW Player. If the TV is on an older version, or even on a newer version that may not be supported yet, issues can occur that can easily be solved by updating to the supported version for the TV.

Below are the instructions on how to check what version your TV is running and how to update the software if it is necessary:

Checking the Software Version on your Samsung SSP (DME, DBE, DHE)

1. Press the Menu Button on the remote to access the Settings Menu on the TV.

2. In the Menu, navigate to Support.

3. Then, select Contact Samsung.

4. Note the number listed at the end of the Software Version, and compare with the most current version: 1034.2

If the software version is not on the current version listed above, please follow these steps to upgrade the TV:

1. Download and unzip the folder below to access the files to the current software version:

https://cchdrsrc.channelshd.com/firmware/DM48E/firmware.zip

2. Rename the resulting unzipped folder to T-GFSLE2AKUC.

3. Copy the folder onto a blank USB drive.

4. Plug the USB into the Samsung device.

5. With the remote control, go to Menu > Support > Software Update > Update Now.

Does the TV have a proper Network Connection?

If the device is not connecting to the MediaBridge and the Software Version is on the current version, the next step to take is to confirm that the TV has an adequate network connection to communicate.

As you're following the steps below to check the network settings on the TV, make sure to have your team double-check the firewall rules to confirm the ports are open. The E Series Network Diagram is a good resource to use when troubleshooting network connection issues.

To check the Network Connection:

1. Press the Menu Button on the remote to access the Settings Menu on the TV.

2. In the Menu, navigate to Network.

3. Then, select Network Settings to confirm the network information is configured.

4. If the Network Settings are configured with the correct information, navigate to Menu > Network > Network Status to check the connection on the device.

Is the Time and Date correct on the TV?

When the Time and Date are incorrectly set on the TV, whether it be Automatic or Manual, this can cause discrepancies with syncing and playback on the digital signage player app.

Follow the steps below to confirm the Time and Date on the TV is correct:

To check the Date & Time on the TV:

1. Press the Menu Button on the remote to access the Settings Menu on the TV.

2. In the Menu, navigate to System.

3. Then, select Time.

4. Lastly, select Clock. Confirm that the time set on the device is correct.

Troubleshooting Next Steps

If you have completed the steps and verified all of the information above and are still experiencing problems, please reach out to the IW Support Team to assist in troubleshooting and determining the root cause of the issue.

Please Open a Support Case or call 877-607-0562.

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