Troubleshooting the HMS screen and management system

1. My How Many Strokes screen will not connect to WIFI

If your How Many Strokes screen is having difficulty connecting to your Wi-Fi network, there are several steps you can take to troubleshoot and potentially resolve the issue.
If you have an IT department, you can share this information and ask them for help as issues like this can be a little technical:

1. Basic Troubleshooting:
   • Connect to your phones hot spot: To test that the WIFI in the HMS screen is working, try to connect to the hot spot on your mobile phone (internet sharing)
   • Restart Your Tablet: Sometimes a simple restart can resolve minor glitches.
   • Restart Your Router: Turn off your router for about 30 seconds and then turn it back on.
   • Forget and Reconnect: On your HMS screen, forget the Wi-Fi network (Settings > Wi-Fi > Your Network > Forget) and then reconnect.
2. Check Router’s Firewall Settings:
   • Log in to your router’s admin interface. (This usually involves typing an IP address such as 192.168.1.1 or 192.168.0.1 into a web browser.)
   • Look for settings related to firewall or security.
   • Temporarily disable the firewall to see if that’s the cause of the connection issue. (Remember to re-enable it after testing!)
   • If you find that the firewall is indeed the issue, you can try to create an exception or adjust settings so that your tablet is allowed to connect.
3. MAC Filtering:
   • Some routers have a feature called MAC filtering that only allows devices with specific MAC addresses to connect.
   • Ensure that your HMS screen’s MAC address is allowed in the router’s settings if this feature is enabled.
4. Check Other Security Settings:
   • Make sure the wireless mode on your router is compatible with your tablet.
   • Double-check the encryption method (WPA2, WPA3, etc.). If it’s set to an outdated or less common method, you might consider changing it.
5. Static IP:
   • Sometimes assigning a static IP to your tablet can resolve connectivity issues.
   • In your tablet’s Wi-Fi settings, choose your network and set a static IP that’s within your network’s IP range but outside of the DHCP range.
6. Update Firmware:
   • Ensure your router software/firmware versions. Updates might fix known connectivity issues.
7. Reduce Wi-Fi Interference:
   • Make sure the HMS screen is within a good range of the router, and there aren’t too many walls or other obstructions between them.
   • Change the Wi-Fi channel in your router settings to reduce interference from other nearby Wi-Fi networks.
8. Check for Other Devices:
   • Sometimes, other devices can interfere with your connection. Ensure no other devices are hogging the bandwidth or causing connection problems.
9. Factory Reset:
   • As a last resort, you can try resetting your router to its factory settings or performing a network settings reset on your tablet. Ensure you back up any important data and configurations before doing so.
10. Physical network cable:
    • If the you are unable to connect to your WIFI for some reason, it is possible to connect the HMS screen to your network with a physical RJ45 network cable
11. Seek Expert Assistance:
    • If you’ve tried the steps above and still can’t connect, it may be worth contacting your IT Support, router manufacturer or your internet service provider for further assistance.

Remember always to make sure your network remains secure. If you make changes to your router’s settings, especially security settings, make sure to restore them once you’re done troubleshooting to ensure your network is protected.

2. The HMS screen is not responding

I’m experiencing issues with the App not responding. What can I do?

The non-responsiveness of an app can be attributed to various factors. If you’re using the HMS screen, here’s a detailed troubleshooting guide to address this:

1. Avoid Direct Sunlight Exposure:
   • The HMS screen, like many electronic devices, can be adversely affected by prolonged exposure to direct sunlight. Sunlight can rapidly increase the device’s temperature.
   • Devices like the HMS screen are equipped with internal thermal security sensors designed to detect elevated temperatures. When an excessively high temperature is detected, the device may reduce its performance, or “throttle”, to prevent potential heat-induced damage.
   • Ensure that the HMS screen is placed in a location shielded from direct sunlight. If it’s currently in the sun’s path, move it to a cooler, shaded location and allow it some time to cool down.
2. Restarting the HMS Screen:
   • Sometimes, a simple restart can clear out temporary glitches and restore optimal performance.
   • To restart the HMS screen:
     1. First, if the screen is connected to a charger, safely disconnect it. Or:
     2. Locate the power button, typically found on the back of the device.
     3. Press and hold this button until the screen begins its shutdown or restart process.
   • Once the screen is powered on again, wait for its full initialization before trying to launch the App.
3. Consideration for Wall-mounted Screens:
   • If your HMS screen is affixed to a wall, it’s possible that the mounting style is restricting heat dissipation, especially if the wall itself becomes warm to touch.
   • When devices can’t effectively release built-up heat, they may experience performance issues or even premature wear.
   • To address this, inspect the mounting bracket and consider creating some space or distance between the HMS screen and the wall. This can be achieved using spacers or a slightly protruded bracket. This additional space can facilitate better airflow, potentially reducing the device’s temperature.

After following the above steps, if the App remains unresponsive or the HMS screen continues to show signs of overheating, it’s advisable to consult the device’s user manual or reach out to the manufacturer’s customer support for further guidance.

3. The system does not recognize the characters “,” or “.”

Sometimes, this issue arises if the tablet’s language is not configured to English. To resolve this, select English as the primary language for the display in the settings. Adjusting the screen’s language will not impact the localized language settings within the application.

4. Why isn’t the HMS screen reflecting my updates when I modify details in the management system or the Course Update App?

When you save modifications in either the management system or the Course Update App, the HMS screen should automatically reflect these changes within a span of 10-20 seconds. There’s no need to manually intervene with the device.

However, if the updates aren’t automatically shown, it’s essential to confirm that the HMS screen is connected to the internet, whether via WIFI or a wired connection. To verify the connection, look for the WIFI icon on the Conversion table page. For a quick connectivity test, tap on the WIFI symbol on the HMS screen (located in the conversion table) five times, then select “Test Speed” to assess the network’s functionality.

5. Which internet browsers are supported by the management system?

The HMS management system is compatible with both Mac and Windows platforms. For the best experience, we suggest using Microsoft Edge, Google Chrome, Firefox, or Safari browsers.

Please note that certain browser extensions might interfere with its functionality. If you encounter any unexpected behavior, consider disabling all extensions and then attempt your action again.

If changes you’ve made within the Portal aren’t immediately visible, you can try refreshing the window or restarting the browser altogether.

6. The App seems sluggish

To address this, follow these steps:

Restart the HMS screen. You can do this either by disconnecting the charger or by pressing and holding the power button located at the back. Once restarted, launch the App again.

Ensure that no other apps are active on the device, as they might be consuming resources.

Be mindful that an abundance of photos and videos stored on the Terminal can sometimes hamper performance. If you have a significant amount of media, it might be affecting the speed of the solution.

Also see The HMS screen is not responding

7. The HMS screen is unresponsive, even the power button isn’t working.

Follow these steps:

Disconnect the power from the HMS screen. Wait for about 30 seconds, then plug it back in.
Ensure that the power supply (or transformer) is showing an indicator light, signaling that it’s functioning properly.

8. My HMS screen isn’t turning on. What should I do?

Follow these troubleshooting steps:

1. Confirm that there’s power coming from your wall outlet.
2. Look for an indicator light on the Power Supply (transformer). If it’s absent:
   • Ensure the wall outlet is functioning by testing it with another device, like a lamp. If the wall outlet works and there’s still no light on the Power Supply, you might need a replacement.
3. Make sure all connections are secure. Consider unplugging everything and then reconnecting to ensure a proper connection.

9. The display is blank, and it doesn’t respond to touch.

Ensure your device is connected to the internet, whether via WIFI or a wired connection. Restart the HMS screen and verify the network connection.
It’s possible that a problematic update to the Android system is impacting the “How Many Strokes” functionality. Reach out to us for assistance at support@howmanystrokes.com, and we’ll guide you through the resolution process.

10. Issues with POE (Power Over Ethernet) Operations

Should your HMS screen draw power from a network cable and experience random restarts, it might be due to the POE not supplying sufficient power. The HMS screen necessitates a 30W power supply for optimal operation.

You can address this either by amplifying the power output on the POE or by reducing the brightness on the Terminal.

Contact support

You can contact support by e-mail at: support@howmanystrokes.com or call us at +45 7239 1000