Support

Troubleshooter

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Checklist

	News Feed does not show on the screen.	View the "Newsfeed Status" page for error messages. Go to the Newsfeed Manager, click the "Update" button for the newsfeed and read the error message that will appear.
	Error Message: "Fetched 0 articles".	Copy the URL for the newsfeed into a web-browser. You will probably find an empty newsfeed, perhaps the URL is slightly wrong.
	Error Message: "URL Error 111 Connection refused".	The proxy server URL is incorrect.
	Error Message: "Temporary failure in name resolution".	The NTB cannot find the DNS server, discuss this issue with your network manager and try rebooting the NTB.You can avoid this problem by bypassing the DNS server.Change the name in the newsfeed URL to the IP address.The URL for BBC newsfeeds, for example, all start with "http://newsrss.bbc.co.uk/rss/....".If you "ping newsrss.bbc.co.uk" you will see that the IP address is 212.58.226.29.If you change the newsfeed URL to "http://212.58.226.29/rss/...." then the NTB will no longer need the DNS server.
	Error Message: "Not a valid RSS newsfeed. (Probably an HTML document)".	Copy the URL, copy and paste it into a web-browser to see what you get back. If the newsfeed is not professionally maintained, it may be incorrectly formatted.
	None of the above	The newsfeed may be incorrectly formatted or it may have been moved to a different URL.Put the newsfeed URL as an "External Web Page" into the PlayList for a zone that is enabled for HTML and preview the Layout. You should see a web-page with an error message that may help you or your Network Manager to resolve the problem.

Resolution

Problem Solved.

Error Problem not solved.

Send a Support Snapshot

Optional: Preview an Image on the screen to reduce the load on the processor.
Browse to the "Settings | Support" page on the NTB and click "Run" for "Create Support Snapshot".
The NTB will create a file and prompt you to download it.("Server Error" message? Try again, don't leave out step 1.)
Click the link below to start a new e-mail message.
Attatch the downloaded file to the e-mail.
Give a description of the problem and send the e-mail.
Technical Support will reply with further instructions.

Support E-mail Technical Support.

Phone No e-mail? 01491 845 282. Quote: RSS News Failure