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Eptura Knowledge Center

Device Health

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Overview

The Device Health dashboard provides information on the status of your devices. See at a glance, the total number of devices, devices reporting an error, devices with no heartbeat and devices that need a software update.

Access to the Device Health Dashboard

From the menu, select Device Health and the dashboard screen displays.

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Desk/meeting room screens

Displays the number of devices installed.

Click the View List button to display all the Desk V3 devices. See below to learn more about View the Device List.

Calendar endpoint error

Displays the number of devices that have encountered errors connecting to the calendar endpoint for 60 minutes or more. These devices are highlighted orange in the Calendar Service column on the device list.

Click the View List button to display the flagged devices with Calendar endpoint errors. See below to learn more about View the Device List.

Heartbeat not received for 60 minutes

Each device sends a ‘heartbeat’ message to the Device Hub every 15 minutes to report they are active and also to report the firmware/software version they are running. There may be an occasion where the heartbeat is not received due to:

  • Poor Wi-Fi connectivity.
  • High network traffic – locally or globally.
  • Low bandwidth availability.
  • High latency.
  • Network drops.
  • Aggressive load balancing.
  • Device offline.

If the Device Hub does not receive a heartbeat message from a device for 60 minutes or more are flagged.

Click the View List button to display information about the flagged devices with Heartbeat not received. See below to learn more about View the Device List.

Software update available

Devices regularly report the software and firmware versions they are running to the Device Hub. Devices not running the most up-to-date versions are flagged.

Click View List to display information about the flagged devices with Software update available. See below to learn more about View the Device List.

Restart available

Room Screens v2

You can restart Room Screen v2 device, complete the following:

  1. Click the View List button. 
  2. From the list, select the device and the Device Overview screen displays.
  3. Scroll to the end of the screen and click the Restart now button.

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For for details, see:

View the Device List

The device list displays key information about each device, including the MAC address, location, when the last heartbeat was received, and the software version. Heartbeats last received 60 minutes or longer ago are highlighted in amber. Out-of-date software versions are highlighted in blue.

  1. Click the View list button on any of the cards to view a list of installed devices.This displays the device list in a dialog.

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  1. In the top-right, in the search field, search for the devices you want. All columns are searchable, except Calendar Service, Last Heartbeat, and Software.
  2. The device list can be filtered using the drop-down options across the top:
  • Device Type: Select a device type or version. This filter is only visible if you have more than one type or version of screen installed.
  • Category: Depending on the card selected, you can choose to view All devices or those flagged as Calendar endpoint error, Heartbeat not received, or Software update available. This filter is not applicable when restarting devices.
  • Country / Location / Building / Floor: Filter devices by their location.
  1. If you want to adjust the rows per page then change the display number at the bottom right. If there is more than one page of devices, use the arrows to move forward or backward through the pages.
  2. If you want to download the list, then click the Export list as.csv button to export a list of the filtered devices.
  3. Finally, to display the individual device, click on the device and the Device Type displays.

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If needed, this is where you can restart the device remotely, click the Restart now button.

Receive Daily Device Health Emails

At the bottom of the Device Health dashboard, administrators can opt in to receive daily email notifications about the status of devices.

  1. Check the following to opt-in:
    • Heartbeat updates - sends a list of devices that Eptura Engage hasn’t received a message from for 60 minutes or more, over the previous 24 hours.
    • Software/firmware updates - sends a list of devices running older software and/or firmware.
    • Select a custom time to send the Device Health email - select a custom time to receive updates. Emails are sent on the hour or the half-hour closest to the chosen time. If no custom time is selected, emails are sent at 00:00 and all times are UTC.
  2. Click the Sign up button to opt into the emails.