Before any “deeper solutions” try the basic “ON/OFF”, “Restart” and “Try it again” solutions, these work very well in a lot of cases. Most basic might help the most.
Check what the issue is at first
Most of the issues with ACP or others can be solved by reading the pop-up window with error.
Artinii Cinema Player (ACP) Windows:
Login
Check for internet connection
Login does not work:
Check the credentials if properly written, Check if the keyboard layout in system hasn’t changed (Y/Z and Numbers can differ in English/Other languages).Check if there are not any settings blocking the connection between player and internet - Ask for any VPN services etc. used.
If the registration was done using Google Registration, Login has to be done the same way - Login using Google/Eventival
Reset Password using “Forgot your password?” -> check email for confirmation and continue by guided steps
Wrong password
can be reseted using “Forgot your password” only, if there is an issue with login, you can try login using Google/Eventival.
If the registration went using “Google registration”, to log in normally, you need to reset your password using “Forgot your password”.
Prepare Screening
HDMI display/projector - shows only HDMI/USB-C connected devices
Name of the device can be “Generic UPnP display” - this means the name of the product wasn’t retrieved correctly (it does not affect the functionality).
Display of this PC - Opens blank playback window
Wireless display/projector - if it can be found using share screen functionality in Windows, display should be seen there too. Does not work with Miracast and Chromecast based wireless devices.
Playlists
Yellow exclamation mark in circle next to playlist - Means there is film with low number of licenses in the given playlist - Warning can be changed in settings -> User Settings -> “License warning level” (Default is 3).
Red exclamation mark - There are no licenses left for one of the films in playlist - reorder or emergency license
Jpeg or any other picture is not playing for longer than 20 seconds or any given number - the duration can be set in settings -> local files -> Picture playback duration.
You can change the poster for local files in local files settings - default/custom/film’s preview -> apply poster settings.
Licenses
If there is Playback issue while the start of the playback, can be solved using Left click on film -> film detail -> “Advanced options” -> Refresh license.
Playback failed or needs to be played again - Emergency license with reason.
Emergency license can be requested through Film Detail or after the pop-up and selecting “Emergency license”.You can check the expiration date in film detail, on the left side.
Expiration
Expiration date can be checked at film detail or in Admin.
Film can not expire before expiration date.
Film can be only played before expiration date - if played, will be deleted in 14 days after the playback.
After expiration date, you can not request an emergency license, it won’t be usable.
Local files
Local file can’t be played - Take a look at the file integrity - can it be played in VLC/Any media player?
Look at the playback, size and metadata, if there are any “inconveniences” it might be the issue
Look if there is the end name of the file “example “.avi””, for example (“.avi” can be anything else - .jpeg, .jpg, .mov, .mkv, etc..)
Playback repeat isn't working - which window is being used? if it doesn’t work in the playback window, try it in the library window.
Try closing the playback window and reopening.
Advanced projection
Can be enabled in settings - advanced settings -> “Enable advanced playback”
If the film won’t play in Advanced projection mode, there is missing license
Check for the licenses
You can also Refresh licenses in settings -> Advanced settings. Resets all licenses
For License Refresh, clients need an internet connection!
Library
If the library loads slowly - go to settings -> advanced settings -> “Start optimization”. Speeds up the login and functionality of ACP at all. DELETES DB in ACP, Do not complete this when diagnostics are needed.
Playback
There might be issues with playback
Always ask for diagnostics
99 % of the times there is pop-up window with error and informations what to do
If there is “Playback failed”, you can start with trying it again
Refresh license by going to Film detail -> Advanced Settings -> Refresh licenses
Check settings for security level, if lower than 2000, HDCP is the issue
HDCP can be solved (if supported) by reconnecting of the accessories, restart, update of graphics drivers.
If HDCP is not supported on the device, it won’t be played.
Download
If the download failed, player itself will try to repeat the download
Failed downloading might pop-up an error window
According to the download window, try to check the internet connection
check the amount of free HDD/SSD space
if the storage is changed, check if the new storage is properly connected - via USB or so.
Is the film that client tries to download completed?
How much time has gone since the film was processed - there might be delay between processing and availability to get the license in player and play the film (~1 min).
Confirm application exit/close
can be disabled/enabled in settings -> download and sync
Artinii.Pro:
Login
Check if the given credentials are correct, can be viewed
Check for keyboard layout changes in system - Windows - Bottom right,
Login using google - works as registration too
Password
can be reseted using “Forgot your password” only, if there is an issue with login, you can try login using Google/Eventival.
If the registration went using “Google registration”, to log in normally, you need to reset your password using “Forgot your password”.
Upload film
if the film won’t upload in any normal time (e.g. 2-3 hours) there might be something wrong with that.
Check the devtools for any issues (Windows - ctrl+shift+i, macOS - cmd + option + i).
check the internet connection
try to “Resume download”
check the given pc parameters, if it is too low, can be an issue. (preparation before upload of the film is based on pc computing power, creating hashes etc.)
You can upload any formats, e.g.: mp4, mkv, avi, mov, etc..
Recommended Full HD or better (2K, UHD, 4K)
Audio Stereo or 5.1 - only in one stream.
If multiple streams, every stream should have different language/audio
Prores, H264, H265 or any other type of encoding.
Subtitles can be uploaded in film package or extra at the review step.
My films section
You can rename the film by clicking on the “pen” icon next to the name of the film then “confirming”.
You can enter the film detail to edit film information, poster etc. by clicking on the row of the film.
Film can’t be taken off AFDP - clients have to go to AFDP itself to take it off or ask the owner of AFDP (WL) to take it off, in corner cases, we can take it off too.
Marketplace - Can be added and taken off by the Marketplace icon - CinemaAnywhere, then the price list can be selected and geo location rules. If there are any needs, we can create their own pricelist.
Send film
Can not find the given location - Look for the account in admin, if they have no screening place, they need to be contacted, or if possible, created in admin from the send film section.
You can send up to “x” licenses for the price.
Price is based on how many places are going to receive the film
if the film goes to 1 place its $20 (circa, depends on the price agreements), 2 places - $40 etc. It is an “order” for one place. two places.
If the send film wasn’t completed in about 20 minutes, it needs to be reseted - contact Artinii/Back-End and give more information such as GUID of order etc.
dashboard/overview
can be seen the total number of films uploaded, uploaded to AFDP, sold licenses etc.
if these are nonrealistic, reload the page, if this wont work, take a look into the devtools and check the data - contact Artinii.
Can create own reports for sold/sent/played films.
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