LG webOS Client Issues - 16/02/2022 - [Completed]

SUMMARY

PAST UPDATES

18TH FEBRUARY 12:33 PM BST:

We have been monitoring the rollout of the 1.98 LG patch released this morning which thus far is looking positive. The connection data shows the players that have updated to 1.98 appear to be connecting and operating as expected at this stage.

18TH FEBRUARY 09:15 AM BST:

The 1.98 client has now been pushed. All players should update automatically within the next 24 hours or when next rebooted.

17TH FEBRUARY 20:00 PM BST

Work continues to replicate the issues reported and to find a root cause. Whilst from our perspective the issues cannot be replicated fully, we believe we have a suitable test client that will soon be ready for production (1.98). 

Support has been working with a few customers to manually upgrade their players to this 1.98 test client, with early signs looking encouraging.

The test client was the result of an in-depth review of every change made from the previous client version, with replication testing run along the way to pinpoint a potential root cause. We believe the problem may be attributed to a particular library in the new client, which has been removed in the 1.98 test version.

16TH FEBRUARY 16:55 PM BST:

We have been continuing to look into the reported LG 1.97 update issues but are yet to identify anything concrete.

A temporary workaround has been offered to customers to manually roll back to the previous 1.96 client, which at this early stage appears to have had a positive result.

Work still continues to determine the root cause of the issue and a proper solution.

16TH FEBRUARY 07:10 AM BST:

Due to the reports received, the update has been switched off while our technical team investigate the matter further.

ISSUE SUMMARY

Following the release of the 1.97 LG client on 15th February at approximately 9AM BST, we received reports from a select few customers of LG screens going black or showing "No Signal". Intermittent connection issues with Signagelive were also reported. 

FOR MORE INFORMATION

For current system status information about Signagelive, please check out our system status page. During an issue, you can also receive status updates by following Beamer Posts within the user interface. The summary of our investigation will be posted here when the issues has ended. If you have any concerns, questions, wish to report further issues or are looking for updates - please don't hesitate to contact our Support Team.