Electronic Shelf Label System Troubleshooting Manual

Version: 1.2
Applies to: Hanshow ESL systems managed through PriSmart
Intended audience: Store operators, IT personnel, and technical support staff

1. Purpose and Scope

This manual provides a practical procedure for diagnosing ESL update failures, incorrect display content, battery problems, and AP connectivity issues.

Follow the relevant troubleshooting path, verify recovery, and contact SLS through the designated support channel if the issue remains unresolved. Menu names may vary by software version and user permissions.

2. Identify the Scope

Record the store, affected device identifiers, symptoms, and time first observed. Check for recent equipment relocation, network changes, power interruptions, or product/template updates.

Affected scope	Likely area to investigate	Start here
One ESL	Device condition, signal, battery, or association	Section 3
Several ESLs in one area	Local coverage or a shared AP	Check AP status, then Section 3.4 or Section 4
Multiple areas or the entire store	Shared network or backend service	Section 4
Successful updates with incorrect content	Product association, source data, or template	Section 3.7

If incorrect prices are displayed, follow the store’s price-verification procedure until the correct information is restored.

3. ESL Troubleshooting

3.1 Inspect the Device

Check the housing and display for cracks, distortion, liquid exposure, or other damage. Confirm that the ESL model is suitable for its operating environment.

• Visible damage: Photograph the damage, notify the supervisor, and arrange replacement and SLS assessment.
• No visible damage: Continue with the system checks below.
• Display remains distorted after a successful update: Request hardware assessment from SLS.

Refer to the ESL Inspection and RMA Assessment Guide for physical inspection guidance and RMA considerations.

3.2 Locate the ESL in PriSmart

1. Sign in and select the correct store.
2. Open Quick Access → ESLs.
3. Scan the device identification barcode—located at the bottom on the models covered by this site procedure.
4. Search using the appropriate ESL ID or barcode field and confirm that the result matches the device.
5. Record the status, last heartbeat time, battery status, and associated product.

If no result appears, verify the store and scanned identifier, then clear other search filters. If the device is still missing, perform the location test in Section 3.4. Ask the administrator to investigate store assignment or whitelist restrictions if it remains unavailable.

For search-field and identifier details, see PriSmart User Manual, Section 5.1.1.

3.3 Check the Last Heartbeat

If Last heartbeat time is more than one hour old, investigate communication:

• Several nearby ESLs are affected: Check the AP and network using Section 4.
• Only one ESL is affected: Perform the location test in Section 3.4 and check its battery using Section 3.5.
• Heartbeat is recent but updates fail: Review the reported error using Section 3.6.

Possible causes of an old heartbeat include weak signal, interference, insufficient battery power, or interrupted AP/backend communication.

3.4 Test Signal and Location

1. Move the affected ESL near an online AP where other ESLs operate correctly, keeping it within its specified operating temperature range.
2. Record the relocation time and leave it near the AP for at least one hour.
3. Retry the update and check the heartbeat and physical display.

Result	Likely cause	Recommended action
Works near the AP but fails at the original location	Local coverage, obstruction, or interference	Check recent shelving or equipment changes. Ask IT/SLS to review AP coverage and placement.
Still fails while nearby ESLs work	Device-specific battery, configuration, or hardware issue	Continue with Sections 3.5 and 3.6.
Other ESLs near the AP also fail	AP or shared system issue	Follow Section 4.

This test follows the SLS update functionality procedure.

3.5 Check the Battery

1. Review the device’s battery status under Quick Access → ESLs.
2. On the Dashboard, open Low-battery Warning if its count is greater than zero.
3. Match the listed SN, ESL ID, or barcode to the affected device.
4. If confirmed, arrange battery servicing or ESL replacement according to the model’s approved procedure.

A low-battery warning indicates that service is needed, but does not necessarily mean the battery is fully depleted. An offline device may retain an outdated battery reading. If the ESL remains unresponsive after the location test, ask SLS to assess the battery and hardware even if its last recorded battery status was normal.

3.6 Review the Reported Error

Open Quick Access → Association, locate the affected ESL, and record the exact status or error message.

Consult PriSmart User Manual, Section 5.1.4.1 — Search Associating Information for the status definition and recommended corrective action.

Complete the applicable action, then verify recovery using Section 5. If the required action is unavailable or does not resolve the error, provide the message and completed test results to SLS.

3.7 Correct Incorrect Display Content

Use this procedure when the ESL updates successfully but shows incorrect product information, pricing, or layout.

Check	Recommended action if incorrect
Product association: Does the linked article match the shelf product?	Have an authorized operator correct the association.
Article data: Does the PriSmart record match the approved product and price source?	Correct the source through the normal data workflow. If the correction has not reached PriSmart, review Quick Access → Integration Record with the responsible IT/data team.
Template: Is the correct layout assigned for the ESL model and intended content?	Have the template administrator correct or replace the template.

After correction, refresh the affected association and verify the physical display. If several ESLs share the same issue, correct the common data or template problem before refreshing the affected group.

4. AP and Shared Connectivity Troubleshooting

These checks should be performed by authorized IT or support personnel using the approved installation settings.

Locate the affected AP in the dashboard or AP list and record its serial number, MAC address, IP address, and store assignment. If several APs are affected, prioritize their shared switch, power supply, network path, or backend service.

4.1 AP Cannot Be Found on the Network

Possible causes: Power or PoE failure, disconnected cable, disabled switch port, incorrect VLAN, or an IP addressing problem.

1. Check the AP’s power connection and indicator lights.
2. Check the Ethernet cable and switch-port link. Test with a known-good cable or compatible, correctly configured PoE port if necessary.
3. Search switch/router records by MAC address and confirm the current IP address.
4. Verify the VLAN and DHCP or static IP configuration.
5. Correct any identified fault and check whether the AP reappears.

An AP with a static address may not appear in the DHCP lease list. If power and network connections are verified but the device remains undetectable, request SLS hardware assessment.

4.2 AP Is Visible but Its Management Page Cannot Be Accessed

Possible causes: Outdated IP information, an IP conflict, routing or firewall restrictions, or an unavailable management service.

1. Confirm that the IP address belongs to the correct AP.
2. Attempt access from an authorized computer on a network permitted to reach the AP.
3. Have IT check for IP conflicts and verify routing, VLAN access, and relevant firewall rules.
4. If these checks pass, contact SLS to investigate the management service and determine whether a controlled restart is appropriate.

4.3 AP Management Page Opens but PriSmart Shows the AP Offline

Possible causes: Incorrect backend configuration, DNS failure, blocked server connectivity, incorrect assignment, or backend service interruption.

1. Compare the AP settings with the approved installation record:
   • Backend address, port, protocol, and security settings.
   • IP address, subnet mask, default gateway, and DNS.
   • Store assignment.
2. Correct confirmed discrepancies.
3. If settings are correct, have IT test the connection from the AP’s network:

Finding	Recommended action
Backend hostname does not resolve	Restore the approved DNS configuration or DNS service.
Hostname resolves but the required connection fails	Check the route and specific firewall/port requirements, then correct the identified restriction.
Multiple APs cannot reach the same backend	Investigate the shared network path and ask SLS to verify backend availability.
Connectivity tests pass but the AP remains offline	Provide AP connection logs and configuration findings to SLS for service or registration investigation.

Use the applicable AP instructions in the SLS ESL Documents library.

4.4 APs Are Online but Updates Fail Across Multiple Areas

Possible causes: A shared data/template problem, failed integration, or interrupted backend processing.

1. Compare the errors using the reference in Section 3.6.
2. If the affected ESLs share a product-data batch or template, follow Section 3.7.
3. If unrelated ESLs fail across different APs, ask IT/SLS to check ESL-Working availability and communication with PriSmart.
4. After correction, test a small representative group before refreshing the remaining devices.

5. Verify Recovery

After completing corrective action:

1. Confirm that the affected AP is online and the ESL heartbeat resumes where applicable.
2. Open Quick Access → Association, select the affected association, and use Reflush Selected, where available.
3. Confirm a successful result and check the physical product, price, and layout.
4. If the ESL was moved for testing, return it to its operating location and confirm that another update succeeds.
5. For a shared outage, test devices across the affected area.

See PriSmart User Manual, Section 5.1.4.3 for refresh instructions.

If the fault returns, record the recurrence time and include it in the escalation.

6. Escalation and Incident Record

Contact SLS through the designated support channel if the applicable procedure does not restore service or hardware assessment is required.

Provide:

• Store name/code and contact person.
• Affected device identifiers and device count.
• Exact symptom or error message, first occurrence, and last successful operation.
• Relevant screenshots, photographs, heartbeat information, and logs.
• Recent changes, checks performed, and results.
• Corrective actions already taken.

Exclude passwords and authentication secrets.

Close the incident after Section 5 confirms recovery. Record the cause, corrective action, verification result, and completion time. If service is restored but the cause remains unconfirmed, retain that finding for follow-up.