Cloud Connector Help

Cloud Connector Installation Steps

Use the following steps to start installing and setting up your Cloud Connector.

Unbox the Cloud Connector

To unbox the Cloud Connector:

1. Remove the Cloud Connector from the box
2. Go through the Cloud Connector - Quick Guide

Working with the Remote

To use the remote:

• Remove the thin plastic sheet from the remote before using it
• Always point the remote at the Cloud Connector when using it

Note: The remote should be used in unison with the experience in the UI. Do not press the remote keys too fast.

Connect the Cloud Connector to the TV

To connect the Cloud Connector to the TV:

• HDMI Port: Connect the HDMI cable to your TV's HDMI port

  

• USB: Connect the USB cable to the USB power source

  

NOTE: It is not recommended to connect the Cloud Connector to the TV USB, as the TV does not have enough power to "reliably power" the Cloud Connector. Connecting the Cloud Connector to the TV USB can also corrupt the software if the TV is powered off during a software update.

Switch on Power

To switch on power:

1. Switch on the TV and USB power source
2. Select the TV input source as HDMI

The following welcome screen will appear:

Set up the Cloud Connector

To set up the Cloud Connector:

• Wait until the WiFi configuration screen appears on the TV

  

  Note: The image may look like the below screenshot for older software versions on the Cloud Connector. If this is the case, use the relevant QR code for your mobile device type.

  
• Scan the QR code visible on the TV screen using the camera app or a QR code scanner on your mobile and install the Cloud Connector app

• Open the Cloud Connector app and enter the code displayed on the TV screen as shown in the below image, then press Start

  

• Tap Connect (Android) or Join (iOS) to connect to the Cloud Connector WiFi network (example: hyperscale-568546)

  

Set up WiFi using the Cloud Connector App

• Choose the WiFi network available at your home or office. It is recommended that you connect the Cloud Connector to one of the strongest signals shown for the best experience.

  Note: Occasionally, the scan list, as shown in the below image, will not appear and returns the user to the App - Welcome Screen again. If so, press Start again to go to the next screen on the app. If this issue continues, then check that the Cloud Connector (listed as hyperscale-nnnnnn in the pop-up) appears in a normal WiFi scan from your phone (or another device) and it has good signal strength. If not, then the phone might not be close enough to the Cloud Connector. Another alternative is to use a free app to show your networks and strength.

  

  Note: The scanned list that you see on the app may be different.

• Provide the WiFi credentials for the Cloud Connector to join the selected network. Tap the eye icon to see the entered password.

  

  Note: If an incorrect password is entered for the selected WiFi network, then it will not be checked here. The following steps will continue to progress even if an incorrect password has been entered and the Cloud Connector will remain on the Cloud Connector - WiFi Network Connection Failed Screen on the TV at the end of the process. In this case, to restart and enter a different password, the user should tap the Restart Setup button on the App - Setup Complete Screen.

• Once the app has provided the WiFi credentials to the Cloud Connector, the following message appears:

  

• About 1 minute later, the Cloud Connector reboots and the user will see the reboot sequence on the TV screen, as the Cloud Connector attempts to start and connect to the broadcast services. Wait for the next step in this process.

  Note: If there is a problem with the network connection, the following error will be seen on the TV, indicating that it cannot connect to the home/office WiFi.

  

  Tap the Restart Setup button in the App - Setup Complete Screen, as shown below. The mobile app returns to the start of the app setup cycle. You may retry the setup tasks multiple times, provided your WiFi password is correct and the WiFi network is good. If the problem persists, then it would indicate a different issue.

  

Download Updates

In the next step, the Cloud Connector attempts to connect to the broadcast services and checks whether it has the most up-to-date software.

If there is a software update, the Update Available screen appears:

Click Download.

Do not restart/turn off the TV or the Cloud Connector during the software update, as either action could remove power to the Cloud Connector and risk permanent corruption.

Once the software update is completed, the Cloud Connector reboots with the new software build.

Finish the Setup

After the Cloud Connector restarts, the following screen appears on TV, indicating the Cloud Connector is launching with the new software and is connecting to the broadcast services:

Once connected, the following Cloud Connector home page appears. Enjoy viewing!

Note: This is an example screen and you may have a different view.

Troubleshooting Tips

The following steps will help you to resolve additional issues seen while setting up or using the Cloud Connector.

Troubleshooting Cloud Connector Connection Issues

If the Cloud Connector - Connecting Screen is hung or not responding, then the Cloud Connector is unable to connect to the broadcast services. This can be due to issues with the WiFi connection, Internet connection (broadband home network), or a failure of the broadcast services. If the connectivity issue persists, the Cloud Connector should show the following screen:

If the network connectivity recovers, for example, from a power disruption, the Cloud Connector should auto recover from this screen in a few minutes. If not, then note the error code displayed on the screen and refer to the error codes section for relevant troubleshooting guidance.

Error - unable to join Cloud Connector network

From the main settings screen of the iPhone/Android device, manually join the Cloud Connector access point, as if it was a normal network, by following the steps below:

1. Boot the Cloud Connector to the Cloud Connector - Connection Setup Screen, which displays the connection code (for example, 123456)
2. On the phone, go to the system WiFi settings and select the Cloud Connector network there (for example, hyperscale-123456)
3. Join that network
4. Go through the setup steps on the app as usual from the App - Welcome Screen
5. You will still have to join the Cloud Connector access point again, but the phone will have connected to it

Repeatedly getting "Cloud Connector - Connection Setup Screen" even after successful WiFi configuration

This error occurs when:

• The Cloud Connector has been moved away from the WiFi access point: Move the Cloud Connector closer to the WiFi router.

• The WiFi password has changed: If the WiFi password has changed, then clear the WiFi settings on the Cloud Connector and reconfigure WiFi with the new password by using the following steps:

  1. Press and hold the home button to view the escape menu
  2. Select left to clear the current WiFi settings
  3. Select reboot by pressing the OK button from the same menu or power cycle with the USB

  This will force the network credentials to be reset and should let you set up the Cloud Connector again, following the setup instructions above.

HDMI interoperability issues

If the TV gives the error mode not supported or similar, contact the support team with the TV make/model details.

Mesh network support

The Cloud Connector will currently only connect to the initial node connected to during setup. If the Cloud Connector is moved or the mesh network is modified, it may no longer be connected to the optimal node.

Problems connecting in an office environment

When using an office network, there could be security tools running to prevent unwanted connectivity, such as having an access point killer installed like Meraki Air Marshal. If so, the onboarding app disconnects from the Cloud Connector and the user cannot complete the initial setup. Exactly when this happens depends on timing and the configuration, but usually the user will not be able to connect to the Cloud Connector from the app.

The solution for this issue is to either use a different network or ask your network admin team to configure the access point detection to allow hyperscale-* access points.

Frequently Asked Questions (FAQs)

The following are the frequently asked questions while setting up or using the Cloud Connector.

How do I connect to a different home network? I cannot connect from a shared public network like hotel or airport lobby. Why? Why does my video keep stuttering video or video shows frequent low quality?

Error codes

The connection setup and connection problem screens display error codes to indicate the problem the Cloud Connector is encountering.

Look up the error code in the list below for details of the problem and troubleshooting guidance.

Problem initialising the WiFi service (error 010-014) Could not find the WiFi network (error 020-024) Problem connecting to the WiFi network (error 030-031) No password for the WiFi network (error 032) Incorrect WiFi password (error 033) Unsupported WiFi encryption type (error 034) Problem connecting to the Internet (error 040) The router did not provide DHCP information (error 041) Problem initialising the streaming services (error 137) Update failed (error 160-169) Problem connecting to the broadcast services (error 200-299)

Contacting the Support Team

In case of any issues, write to the Cloud Connector support team at hyperscaletrial2-support@synamedia.com with details of the problem