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Common Issues

This page covers common issues encountered when setting up or running Supra, along with their solutions.

Android: Video Stream Fails to Play​

Symptom: The Android device connects to the Supra Server but fails to display video. The error log shows:

Couldn't open udp://127.0.0.1:2345: java.io.FileNotFoundException: No content provider: udp://127.0.0.1:2345

Cause: The default Android video player does not support the Supra streaming protocol. ExoPlayer must be used instead.

Solution:

  1. Open the Core App's status screen by pressing the BACK key.
  2. Tap DEVELOPER OPTIONS.
  3. Scroll to the VIDEO PLAYBACK section.
  4. Tap Use the default video player and select Force ExoPlayer to play video.
  5. Tap RESTART APP at the bottom of the screen.

After the app restarts, the Supra stream should display correctly.

Android: Low Quality or Glitchy Rendering​

Symptom: The video stream from the Supra Server appears low quality or has rendering artifacts on Android.

Cause: An outdated Android System WebView may cause rendering issues.

Solution: Install the latest available Android System WebView package (e.g., version 114 or newer). This can be updated from the Google Play Store or sideloaded.

Tizen 6.5: Device Does Not Connect​

Symptom: A Samsung Tizen 6.5 device does not connect to the Supra Server or fails during stream initialization.

Cause: Tizen 6.5 requires a specific minimum firmware version.

Solution: Update the device firmware to version 1200.0 or higher (firmware identifier: S-PTMWWC-1200.0).

Supra Tab Not Visible in Box​

Symptom: The Supra tab does not appear on the device detail page in Box.

Cause: All three conditions must be met for the Supra tab to appear:

ConditionHow to Verify
Supra On-Premise feature entitlementContact your signageOS account manager to verify it's enabled for your organization.
Linux Ubuntu 24The device must be running Ubuntu 24.x. Check the device's OS information in Box.
Custom Scripts capabilityThe device must report CUSTOM_SCRIPTS in its management capabilities. ----TODO---- Confirm how a user can verify this in Box.

Client Devices Not Connecting After Setup​

Symptom: Client devices are assigned to the same Location as the Supra Server, but Supra mode is not activating.

Possible causes:

  1. Supra mode not enabled: Ensure the Supra toggle is switched On for the applet in the device's Applets table.
  2. Applet not restarted: After enabling Supra, the device may need to restart its applet. Try rebooting the device or triggering an app restart.
  3. Supra Server not detected: Verify that the Supra Server's Status shows Installed in the Supra tab. The server must have supra-server-daemon running.

Debug Overlay​

To troubleshoot Supra rendering issues on-screen, enable the debug overlay via Remote Debug.

This displays a small overlay in the top-right corner of the screen showing the current Supra configuration, runtime statistics, and resource consumption.