Remote wouldn’t work this morning

At our service this morning the Proclaim remote wouldn’t work (10:30-11:30 UTC). I could view the list of presentations and click control/follow. On my iPhone I could see the titles of each slide (in text), but none of the slides rendered on the phone, and the presentation didn’t follow. I tried turning off local connection, but that didn’t help. I then tried turning WiFi off to switch to 4G in case the internet was down, but that didn’t help either.

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Jordan Sjodin

Sorry about this issues Mark! We will take a look. Did you by chance already send the log files from that device? If not could you go to the hamburger menu in the top right and then hit 'Send Support Info' on the About page.

Mark Barnes

https://community.logos.com/discussion/comment/1042721#Comment_1042721

If not could you go to the hamburger menu in the top right and then hit 'Send Support Info' on the About page.

Done.

Mark Barnes

https://community.logos.com/discussion/comment/1042727#Comment_1042727

This affected other iOS users as well as myself.

Mark Barnes

https://community.logos.com/discussion/comment/1042727#Comment_1042727

I checked the logs of the on-air PC, which show lots of connection errors between 10:17 UTC and 17:24: 888087.Proclaim.log. I'm somewhat suspicious of this, because I think I would have noticed if the WiFi was down, and my phone was not showing any WiFi errors.

Jordan Sjodin

https://community.logos.com/discussion/comment/1042815#Comment_1042815

Yes, I see those too..

Couple things from my investigation:

1. It is not connecting over the local remote.

In none of the logs from your mobile device do I see connecting with local wifi, including as far back as January... the validation step fails every time, normally with what looks like a timeout. I'm wondering if this is a network thing? Could you have a firewall that is stopping the remote from talking to your computer? We use normal http and talk over port 52195

2. You were connecting via our servers, however, the computer's updates were failing... which is why the remote was not following the presentation.

As for the slides not loading in the remote, sadly we don't currently log on success or failure (I just fixed that now for future debugging) however, I do see that we fetch all the slides... it could be that they all failed too..

The only reason I'm not fully convinced is you say you tried turning off wifi on your device and still did not see the slides? It could be that since we failed a number of times we gave up trying to download (which we do), but if you had exited to the main screen and re-controlled I would think it would kick them off again. Did you do that?

This affected other iOS users as well as myself.

Were all these iOS users at your church on the same wifi?

There were no known issue with our servers either.

Mark Barnes

https://community.logos.com/discussion/comment/1043015#Comment_1043015

Were all these iOS users at your church on the same wifi?

Yes.

It is not connecting over the local remote.

Thanks for the investigations. It's possible the local IP address of the laptop has changed. I'll check the reservation.

The only reason I'm not fully convinced is you say you tried turning off wifi on your device and still did not see the slides? It could be that since we failed a number of times we gave up trying to download (which we do), but if you had exited to the main screen and re-controlled I would think it would kick them off again. Did you do that?

To be honest, I can't quite remember. I was trying to do all this during a hymn, and when it failed I had to run and get a standard USB remote before the hymn ended!

What I do remember is that the slide outline loaded (so I could see the slide titles), but not the slides themselves. That's what made me think it wasn't just a simple 'no internet' problem.

But no bother. It's been pretty reliable apart from these two occasions. I'll keep an eye on things and hopefully it won't happen again.