Samna Documentation

Samna Documentation

Troubleshooting

Common Issues

This section addresses common issues you might encounter with Samna Area and provides troubleshooting steps to resolve them.

Samna Error Screen

The 4 stages of Samna

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⁠
⁠

Device Claims to be Online/Offline

This stage checks if Samna has connection to something. That could be only the local network.

Internet connection verified/unverified

This stage checks if the device can reach the internet.

Samna is reachable/unreachable

This stage verifies that Samna online can be reached. If you have troubles here, it’s usually the firewall blocking 443 at *.samna.io.

At a minimum, you should exempt 443

api.samna.io⁠

and

device.samna.io⁠

on your IoT network.

Time error on the device - Ensure that *.ntp.pool.org is exempted on your IoT network.

Device can connect

If you’ve reached this stage, all is fine and you will meet the Samna QR-code generator!

Common Issues:

Time is not correct:

Samna Area uses NTP-pool by default. You can change this in the Android settings, or unblock NTP *.pool.ntp.org

Map Not Displaying or Loading Slowly:

Internet Connection: Ensure your device has a stable internet connection. Samna Area requires internet access to load maps and update information.

Browser Cache: Try clearing your browser cache and cookies.

Firewall Settings: If you're accessing Samna Area from a corporate network, check if any firewall settings are blocking access to the application.

Server Issues: In rare cases, the Samna Area servers might be experiencing issues. Contact Samna support for assistance.

Incorrect or Outdated Floor Plans:

Contact Samna Support: If you notice incorrect or outdated floor plans, contact Samna support to request an update.

(Advanced Users) SVG Editing: If you're comfortable with SVG editing, you may be able to make minor adjustments to the floor plan directly in the Samna Portal.

Points of Interest (POIs) Not Appearing or Incorrect:

Check Configuration: Ensure that POIs are correctly configured in the Samna Portal.

Refresh Data: If the POIs are new or recently updated, try refreshing the Samna Area map to ensure the latest data is loaded.

Information Bar Not Displaying Content:

Check Content Schedule: Verify that the content you expect to see is scheduled to display at the current time.

Data Source Issues: If the Information Bar content relies on external data sources (e.g., news feeds, weather), check if those sources are accessible and functioning properly.

Integration Issues (e.g., with Samna Meet):

Check Integration Settings: Review the integration settings in the Samna Portal to ensure they are correctly configured.

Error Logs: Look for error messages in the integration logs to identify potential issues.

Contact Support: If you cannot resolve the integration issues, contact Samna support for assistance.

General Troubleshooting Tips:

Restart: If you're experiencing any unexpected issues, try restarting the device running Samna Area and refreshing the web browser.

Check for Updates: Ensure that you have the latest version of Samna Area installed. Updates often include bug fixes and performance improvements.

Contact Support: If you're unable to resolve an issue using the steps above, don't hesitate to contact Samna support for further assistance.