SYNC Desk - Question Marks

The icon above showing the orange circle with a white question mark in the centre indicates that there is a communication error in the SYNC Network.

In this article, details of how to recognise and resolve this.

Run a System Analysis

To understand the communication error and continually check the communication to the network throughout the investigatory process, run the system analysis periodically to review changes.

1. Go to SYNC Office > Admin > System Health > Click here to Run Analysis

Please note that there may be other hardware that is showing a red cross, meaning they too are "Offline" eg not communicating with the SYNC Network.

If the server is showing as Offline, please investigate this before moving on.

Refresh Status

The Refresh Status button is used to refresh the communication status of the lanes on the Lane Sales and Lane Status view panels.  When a lane pair fails to communicate, a question mark will be displayed on the lane icon. The Refresh Status button can be used to force the system to check for communication to the selected lane or lane range.

1. Select the desired lane pair or lane range to rotate.
2. Select the More button

3. Select the Refresh Status button

If the communication problem has been resolved, the question marks will no longer show.

Reboot Display Controller - Sync Desk

Rebooting the DC's will force the system to check for communication to the selected lane or lane range.

1. Select the desired lane pair or lane range to rotate.
2. Select the More button

3. Select the Device Control button

4. Tick Display Controller and click Reboot

If the communication problem has been resolved, the question marks will no longer show.

Reboot Display Controller - Manual Reboot

If the reboot from Sync Desk does not resolve the problem, a manual reboot will be required.

1. Locate the Display Controller on the back of the overheads monitors.

2. Remove the DC power cable, wait 30 seconds and then replace the power supply.

If the communication problem has been resolved, the question marks will no longer show on lane status/sales.

Reboot the network switch

The question marks may be indicating that the network switch which links the display controllers to the network is not working affectively, meaning it may require a reboot.

1. Locate the network switch on the back of the overheads monitors.

2. Remove the power cable, wait 30 seconds and then replace the power supply.

If the communication problem has been resolved, the question marks will no longer show on lane status/sales.

If the question marks show intermittently

The questions marks will show immediately when there is no communication, alike, will no longer show as soon as reconnected.

If the question marks show on the lane status/sales screen then go back off again, showing as an intermittent issue, this will be due to a timing error somewhere in the network.

1. Check the time/date on the terminals match the time/date on the server.
2. To change, go to Windows settings, un-toggle set time automatically (reset after change) and click change.

If time/date is correct, contact Support to check the times on the DC's to check these units are also correct or require adjustment.