How to fix your device when it shows “Waiting for application window…”

If you see your Arreya sign is showing the just a white background with the Arreya logo and “Waiting for application window…” below it, here are the steps you will need to take to get your sign working again.

  1. Log into your Google Admin console by opening a Incognito Window and going to https://admin.google.com.
  2. Sign in with your Google Admin login credentials
  3. Go to Devices > Chrome devices
  4. Check the box to the left of the of the devices that are affected
  5. Click on the folder with an arrow in the upper right corner
  6. Move it to the “No App” Organizational Unit (OU) that you created when initially setting up your Admin console
  7. Reboot the device and take a screenshot once it is back on, make sure it says “No Policy Received”
  8. Once the device has that on the screen you are free to move your device back to the main OU that it started in
  9. Reboot it again and take another screenshot and you should see your device pairing code
  10. Once you have that code, enter it into the devices tab inside of your arreya channel.  https://<yourchannelname>.arreya.com

Device status is OFFLINE

If your device status is OFFLINE, here are some possible causes and steps to resolve the issue –

  • Reboot the device
  • Try pressing the ‘refresh’ button for the device – From your dashboard, go to Management -> Devices, click [Refresh] next to the device that is offline.  If it returns to online, there may have been a temporary communication issue.
  • If you use Chrome Device Management – Log in to your Admin Console, navigate to the device, and look at the current status.  If the device is online, try capturing a screenshot or rebooting the device.
  • Verify that the internet is up and running – The most common cause of an offline device, is an issue with the internet connection.  Many ‘stable’ connections fluctuate throughout the day/week and you may see this reflected in the online/offline status as sporadic, short periods of offline status.
  • Verify that there is no interference from a Content Filter or Firewall – The second most common cause of an offline device, issues with content not showing, or problems pairing a device come from content filters or firewalls that interrupt communication with Arreya.  Please follow our instructions for content filters and firewalls – https://arreya.com/kb/allow-past-firewall/
  • Reboot the device

 

Device keeps displaying a new pairing code

Pairing codes are one-time-use codes to add a device to your account.

If you are having troubles pairing a device and see a new code on the screen repeatedly, here are some possible causes –

  • Unstable internet connection – A new code will be generated each time the device connects.  Try a more stable connection.
  • Content Filtering or Firewall blocking – Content filters and some firewalls can interrupt communications with Arreya, preventing the pairing process from working correctly.  Make sure you have followed the advice in our firewall article – https://arreya.com/kb/allow-past-firewall/
  • Unsupported device / Configuration errors – Some devices will not store device registration properly, please contact us if you think you are experiencing this issue.  It is also possible to configure some devices to ‘forget’ the registration data on each reboot, make sure you have not changed any settings that may affect this.
  • Device can be set to erase local user data on restart – Check the device settings in the Google Admin Console.  From there, scroll down until you see “Sign-in settings” (see screenshot) and look for the section labeled “User data”.  Make sure it says “Do not erase local user data”.