UltraNEXUS-HD
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      1. LEIGHTRONIX Knowledge Base
      2. UltraNEXUS-HD

      UltraNEXUS-HD Won't Play One or More Video Files

      One or more video files uploaded to the UltraNEXUS-HD will not play manually or when scheduled.

      Scheduling Issues

      Was the schedule successfully sent to the unit and sent before the event was scheduled to occur?

      • When you send the schedule (File/Send), you should receive a "success" message. Note: the schedule won't start an event "in progress." An event will start only at its scheduled start time.
      • Make sure you are scheduling on the correct day tab at the bottom of the schedule. For example, an event intended to take place on a Monday must be scheduled within the Monday tab.

      Correct Date and Time

      Are the date and time correct on the UltraNEXUS-HD?

      • You can check this on the front panel or in the Controller Window (Tools/Controller). If the date and time are not correct, you can set them in the Controller Window by clicking the set button to the right of the PC time (provided the PC is correct). Otherwise, you can set the time below that and click the Set button there.

      Storage Hard Drive Issues

      Is the external hard drive that the video files reside on connected to the UltraNEXUS-HD and visible in the Storage Manager window?

      • To find the hard drive, look on the back of the UltraNEXUS-HD to see what is connected to its USB ports. If nothing is connected to the USB ports, this would be the problem. 
      • Check the Storage Manager window in WinLGX (Tools/Storage Manager) where you should see the storage volume devices on the right side and the list of video files.
        • If you do not see any video files listed then the hard drive is having problems.
        • If you do not see any devices listed then the hard drives are either not connected, not powered on, or have problems.

      Video File Issues

      Make sure the UltraNEXUS-HD can play the video file(s).

      • You can check the file format and details on the Video Info page of the UltraNEXUS-HD Web Interface.
        • From WinLGX, go to the Tools menu and select Web interface. Log in with the same user and password as the WinLGX software.
        • On the Video Info page, select the file, and the format details will be shown on the right side.
      • If any items are in red, the file may not play. The file will need to be corrected by re-rendering, or you can run it through the UltraNEXUS-HD Video Encoder.
      • See the knowledge base tutorial linked below for more details:

      Check the Events Log

      Look in the UltraNEXUS events.log and compare the time a file was scheduled to play with what the events.log states at that time. 

      • If the log indicates the video file was not found, it could be the file was renamed or deleted or there may be a problem with the external hard drive storage.
      • If the log shows entries at the time that it stopped decoding, it could be the file has a bitrate higher than 10Mb or a resolution greater than 1920 x 1080.
      • If the log has any Blocklist errors regarding a video file, that video file has a file format problem. Check it on the Video Info page.

      Here's the link to how to retrieve the logs: How to Retrieve the Events Logs

      Other Issues

      • If there are no errors in the log and nothing red on the Video Info page, it's possible the video file has video bit rate spikes that cause the player to freeze or fail. The file may play fine at times but then stutter or not play at all other times.
      • There may be other issues with a video file that cause it to have problems playing.
        • The easiest solution is to run the video file through the UltraNEXUS-HD Video Encoder. This will fix any bit rate spikes and most any other problem with a file.

      Black Video

      It could be the file being played is a black video. Possibly the recording was done with the record input set to the wrong input, and it recorded a black video. If the events.log indicates a file played with no problems at that time, try playing the video on the PC to check if it is black.