Troubleshooting & Repair

This guide is for deployments where Ouva runs in Chrome kiosk mode on always-on displays, including single-screen and video-wall installations.

Quick Triage Checklist

Before deep troubleshooting, capture the following:

1. Site name, room, and affected display(s)
2. Whether the issue affects one panel or the full wall
3. Current local time and when the issue started
4. Photo of the screen state and any visible error message

No Image on Any Screen

1. Confirm every display is powered on and set to the correct input.
2. Confirm the kiosk PC is powered on and not asleep.
3. Reseat display-path connections (HDMI/DVI/fiber/extender hardware) and verify power LEDs on intermediate devices.
4. Connect a known-good monitor directly to the kiosk PC output.
   • If no image appears, troubleshoot the kiosk PC or GPU.
   • If image appears, the issue is in the cable/extender/video-wall path.

One Panel Is Blank or Out of Sync in a Video Wall

1. Verify power and input source on the affected panel.
2. Swap the panel’s cable or input path with a known-working panel when possible.
3. Confirm video-wall controller mapping and tile assignment.
4. If your deployment uses sender/receiver extenders, test with a known-working pair to isolate cable vs extender faults.

Ouva Not Visible in Chrome Kiosk Mode

1. Confirm Chrome launches in kiosk mode and opens https://app.ouva.co.
2. Restart Chrome, then restart the kiosk session or device.
3. Verify network connectivity and that system date/time are correct.
4. If sign-in fails repeatedly, confirm account access and network allowlists from Network Guidelines.

Scheduled Uptime Is Not Being Followed

1. Confirm the kiosk device timezone and clock are correct.
2. Verify scheduled uptime configuration and active days/hours.
3. Disable conflicting OS power plans (sleep, hibernate, auto-display-off).
4. Restart scheduling components or reboot the kiosk device after schedule changes.

Performance Issues (Stutter, Low FPS, Input Lag)

1. Ensure hardware acceleration is enabled in Chrome.
2. Close background apps and extra browser tabs.
3. Lower output resolution if the wall or display is running above required resolution.
4. Update GPU drivers and restart the browser/device.

When to Escalate to Ouva Support

Escalate when the same issue persists after the checks above, or when repeated outages occur.

Include:

• Site and room name
• Device identifier (if available)
• Time of incident and recurrence pattern
• Photos or video of the affected display(s)
• Results of direct-output and cable/extender isolation tests