"The player isn't connecting" is the most common support request in digital signage. The cause is almost always one of five things: power, cabling, network configuration, firewall rules, or DNS. This diagnostic guide walks through each possibility systematically so you can resolve connectivity issues quickly — from the obvious (is it plugged in?) to the subtle (proxy authentication required).
Diagnostic Flowchart
Step 1: Physical Check
- Power LED on? No → Check power source, cable, breaker, UPS. An HMP400 draws only 9W typical (14W max) and can run from PoE+ or USB-C Power Delivery.
- Ethernet link light active? No → Try a different cable, different switch port. Check that the patch panel connection is correct.
- HDMI connected? The display should show something — even the SpinetiX logo (no content state). If display is black, check HDMI cable and display input selection.
Step 2: Network Connectivity
- Same subnet? Your management computer must be on the same network/VLAN as the player to access its web interface via IP address.
- IP address known? Check via Arya dashboard, DHCP server lease table, or network scan (nmap). Default: DHCP. If static IP was configured, it may have changed.
- Ping responds? If you can ping the player's IP but can't access the web interface, port 80/443 may be blocked by a switch ACL or firewall.
Step 3: Arya Cloud Connectivity
- Internet access? The player needs outbound HTTPS to reach Arya. If the network is air-gapped, Arya won't work — use local management only.
- DNS resolution? The player must resolve
arya.spinetix.com. If DNS is restricted, add the domain to the allow-list. - Proxy required? Corporate networks often require proxy configuration. Configure the proxy in the player's network settings.
Common Causes
| Symptom | Likely Cause | Fix |
|---|---|---|
| No LED, no display | No power | Check power cable, breaker, outlet |
| LED on, no display | HDMI issue | Try different cable, check display input |
| Display shows logo, no content | No content published | Publish from Elementi or assign in Arya |
| Can't access web interface | Wrong subnet or firewall | Verify IP, check VLAN, open port 80/443 |
| Arya shows offline | No internet or proxy | Check DNS, proxy, firewall rules |
| Was working, stopped | DHCP lease change or cable | Check IP, re-seat cables |
Key Parameters
| Parameter | Value | Why It Matters |
|---|---|---|
| Default IP mode | DHCP | Player gets IP from router |
| Web interface port | 80 (HTTP), 443 (HTTPS) | Must be accessible from management VLAN |
| Arya endpoint | arya.spinetix.com (443) | Outbound HTTPS required |
| Boot time | Under 30 seconds | Fast recovery from power events |
| Reset button | Hold 10+ seconds | Resets network to DHCP defaults |
Common Mistakes
- Blaming the player when the display is off. The display being on a different input or powered off is not a player issue. Check the display first — change input, power cycle the display.
- Forgetting about VLAN separation. IT moved the player to a different VLAN during a network refresh. The player is online but on a different network from the management station. Verify VLAN assignment.
- Not checking the DHCP lease. The player's IP changed after a DHCP renewal. Arya shows the new IP. For stable access, use DHCP reservations instead of relying on whatever IP is assigned.
- Skipping the obvious: power cycle. A simple reboot fixes transient issues more often than you'd expect. Power cycle the player before diving into advanced diagnostics.
SpinetiX Reference
Troubleshooting guides, network setup, and player diagnostic tools.