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📄Troubleshooting Customer Screen Media

Troubleshoot Customer Screen Marketing Media Setup and Distribution

Overview

This article explains how to troubleshoot Customer Facing Screens and media .zip files

Refer to the full setup Guide for more Information here.

 

Issue 1: Customer Screen not Found.

1. In Backoffice, Make sure the POS has a Customer Screen Device and is setup Correctly

2. On the POS, Make sure the Customer Screen is recognised in Windows.

  • Shutdown POS software
  • Right-click on the Desktop
  • Go to Display Settings to check.
    • Connections and Cables may need to be fixed.
    • Reboot the Till once fixed.

3. Follow the normal Process to setup and Send the Media Files to the Till. Below:

 

Issue 2: Customer Screen NOT Updating.

1. Confirm the Customer Screen images in the Zip File are the correct one. (No Folders or other files types in the Zip, besides JPG or MP4 files, etc.)

2. The Image File will Only Send if the File date has changed. To Fix, Create a New Zip file.

  • Unzip the current Media Zip file to a New Folder. Example: Image.Zip to Image Folder

  • Select all files in the folder (press CTRL+A), then right-click any selected file and choose:

      • Windows 10 - Send to >   Compressed (zipped) folder

      • Windows 11 - Compress to... >   ZIP file

      • Save the file as Image.zip (Example)

    • Cut Image.zip into the bepoz Shared Data Directory:

        • Example: C:\BEpoz\Data

    3. The Media Zip File may be corrupt, and the Till will receive and MediaZip Error message

    • Follow Step 2, above, to create a new Media Zip File and send to All Tills 

    4. In backoffice, check the Till Settings.

    • Only Tills with No Offline Mode or No Standalone Mode Unflagged will be able to Receive Customer Screen media Files.

      • On the Flags Tab, Unflag No Offline Mode (Unless the Customer really disagrees. Then Explain this issue)
      • Reboot the Till

    5. Follow the normal process to Send the Media Files to the Till. Below:

     

    Sending Media Zips to Tills

    Note: They only need to be sent to Tills with Customer Screens attached.

     

    Method 1 - Via Smart Controller

    For Single Venue Systems:

    Open Smart Controller, Click the Tills Tab.

    Click on the Till Menu  (top) then select 'Send Database'

    Then choose 'All tills'

     

    For Multi-Venue Systems:

    On Smart Controller, Click the Venues Tab

    Then Click the Venue menu option and select Send Database

    If Cloud Database is ON, click Send Full Database

    If Cloud Database is OFF, click Send Database to All Venues 

     

    Method 2 - From backoffice

    • From BackOffice, click Send (Top Menu) and select 'Send Database to All Local Tills'.

    • Confirm the message “Media file sent OK” appears in Smart Controller.

    Note: In multi-venue (Head Office) systems, MUST use 'Send Full Database to All Venues' instead. 

     

    The Process takes around 3-5 minutes after sending the Database to a Till:

    • Copies the Local Database and Media Zip file to the Till

    • Unzips the Media Zip file into the root of its Data folder

    • Starts the Slideshow on the Till

     

    For More help contact bepoz Support on 02 9556 3566

    updated to: bepoz v4.8.2.3