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Partner Devices, Reports and Customer Support

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Partners

Partner Devices, Reports and Customer Support

Use scoped device tools, reports and support escalation to manage partner clients professionally.

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Overview

Partner operational tools help teams monitor only their authorized clients while SignMitra administrators retain a secure escalation path for platform-level issues.

Who should use this guide

This guide is for partner support, operations and account teams monitoring screens and assisting customers.

Important points

  • All Devices provides operational details such as online state, last contact, player information, storage and assigned screen where available.
  • Device Map requires valid device location data; Devices Without Location should be corrected rather than assumed offline.
  • Partner reports must be filtered to the partner and its clients and must not expose another partner account.
  • First-line support should collect device ID, screen, time, symptoms and relevant logs before escalation.
  • Remote commands should be used cautiously and their results reviewed before repeating or rebooting a live installation.
Important: Online/offline status should use normalized UTC database timestamps converted for display. Do not compare an IST value directly with MariaDB UTC.
Step by Step Guide
Step 1: Open the scoped client or device

Use Total Users, All Devices or Device Map and confirm the selected record belongs to the partner account.

Step 2: Check current health

Review last contact, online status, assigned screen, playlist, storage, player version and recent device logs.

Step 3: Confirm content delivery

Verify the expected playlist and schedule are assigned and compare proof/playback data with the reported time.

Step 4: Use reports

Select the required date range and report type, then export or print filtered data for the customer.

Step 5: Collect support evidence

Record device ID, screen key, app/player type, local time zone, network state, reproduction steps and screenshots or logs.

Step 6: Escalate securely

Submit a support case without sharing passwords, secret API keys or unrelated client data. Include business impact and urgency.

Step 7: Confirm resolution

After a fix, observe at least one complete playlist cycle and document the outcome for the client.

Frequently Asked Questions
Why does Device Map show fewer devices than All Devices?
Devices without usable coordinates cannot appear on the map. Add or correct their location information.
The device may not be linked to a client owned by that reseller, or the partner permission may be disabled.
No. Partner views are scoped. Cross-partner access requires authorized SignMitra administrator support.
Include the partner/client, device ID, screen, exact time and time zone, expected result, actual result, reproduction steps and relevant logs.
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