Ticket ID #11599
Issue Statement
When downloading playlogs from the LMX Content platform, the detail section is empty.
Cause of Issue
This happened because the player was running an outdated version due to a configuration migration issue, which prevented syncing and all the data store in the local player send to the server.
Steps for Troubleshooting
Remote Access Required:
Please get remote access to the affected player via AnyDesk or TeamViewer.
Check Daily Log File:
Navigate to the following path:
C:\Users\Hezri\AppData\Roaming\mac-media-player\DailyLogs
Open the latest daily log file using Notepad.
Look for a Device ID entry within the log file.
If Device ID is Missing:
Locate the network_info.json file to retrieve the Device ID:
C:\Users\Hezri\AppData\Roaming\mac-media-player\storage
Use the search function to find:
network_info.jsonOpen it in Notepad and copy the Device ID shown.
Update the Daily Log File:
Paste the copied Device ID into the corresponding field in the daily log file.
Save the file.
Reboot the Player:
Restart the player device to initiate syncing with the server.
After rebooting, the player should begin syncing.
You can now download the playlogs from the platform.
Recommendation
To avoid similar issues in the future, it’s strongly recommended to update the player to the latest version.