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Clevertouch | Quick Tips | Information required to report a Software-Related Issue to Clevertouch Support

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Brandon McNamara
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Serial Number Collection.

The Serial Number is on the barcode label just behind the bezel on the right-hand side of the display or underneath the Clevertouch product.

Interactive screens

Commercial screens

Digital signage players

 

Software Information Page

Interactive Displays

Using your Clevertouch remote control, please complete the following steps:

  1. With your Clevertouch remote control, close to the IR Receiver.
  2. Press "input" and then in sequence, please press “3 9 3 9” on the Clevertouch remote control.
    Please take a picture of the software information pop-up and attach it to your support case.

Lux mini

The following can be completed when connected to the Clevertouch display via the OPS slot or when connected to an external monitor via HDMI with a USB keyboard and mouse

please complete the following steps:

  1. Swipe up on the LUX Mini homescreen
  2. Go to “Settings” on the app list
  3. Go to "About"
  4. Press “Android version” rapidly until a android splash screen appears
  5. Using the floating toolbar, select the “back icon” to return to the “About” page
  6. Then under "About" press "Kernel Version" rapidly 8 times until the menu appears
  7. Select “software Information”
    Please take a picture of the software information pop-up and attach it to your support case.

 

Commercial Displays – CL One & Two

Using your Clevertouch remote control, please complete the following steps:

  1. With the remote control, close to the display.
  2. Press the “Settings” cog on the remote control.
  3. Then press “Up” “Down” “Left" “Right” in sequence.
  4. A menu will appear on the left-hand side; this is the debug menu.
  5. Select “software Information”
    Please take a picture of the software information pop-up and attach it to your support case.

Reproduce the reported issue, with as much detail as possible

  • Description of the reported issue:
  • Steps taken to replicate the reported issue:
  • Expected Outcome:
  • Actual Outcome:
  • Any steps that revert the issue to normal function:
  • Reproducibility: [100%] [75%] [50%] [25%] [<1%]
  • Clevershare log code, if applicable (details below):
  • CleverLive
  • A video and or images of the reported issue:

 

CleverShare Log Code Collection process.

We require the Clevershare version number and the feedback codes from the Clevershare application on the display and sharing device.

CleverShare Version Number.

  1. Open the "Clevershare" application on the Clevertouch screen
  2. Open the “Menu”, which is below the 6-digit code
  3. Press on “About”
    Please take a picture of the version number and attach it to your support case.

CleverShare Display Feedback Code Collection.

  1. Open the Clevershare application
  2. Go to "Menu"
  3. Then "Settings" 
  4. Then press "Log Feedback"
  5. Then Press "Get"
    Please take a picture of the feedback log code and attach it to your support case.

CleverShare Sharing Device Feedback Code Collection.

Whilst you are collecting the feedback codes, please also provide the OS version and build number on the device you're trying to share from.

Windows:

  1. Open the Clevershare software on your Windows PC
  2. Press the 3 lines on the top right of the Clevershare window
  3. Press "About"
    Please screenshot this and attach it to your support case. 

Mac:

  1. Open the Clevershare software on your Mac
  2. Press the 3 lines on the top right of the Clevershare window
  3. Press "About"
    Please screenshot this and attach it to your support case. 

Chrome: 

  1. Open the Clevershare software on your Chromebook
  2. Press the 3 lines on the top right of the Clevershare window
  3. Press "About"
    Please screenshot this and attach it to your support case.         

 

CleverLive – Support agent Intervention

To allow our agent to provide remote assistance, we require the following information regarding your CleverLive Digital Signage account:

  1. Provide the email address of your account
    By providing this information, you consent to an agent logging in to your account for further investigation.
  2. The name of the presentation/schedule/loop which is experiencing the issue
  3. The name of the screen on the account which is experiencing the issue
  4. A serial number of the device affected by the issue

By providing us with the information above, you consent to the following actions:

  • Adding new presentations/loops/schedules to your account for testing
  • Adding new test screens to our account for testing purposes to recreate the issue
  • Adding new interfaces
  • Changing file names

We would never remove anything without your permission, including faulty presentations, files, interfaces, schedules etc. We also never change your Room Booking setup without consent. 

Exporting a CleverLive Presentation for Testing.

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