Hi,
I need help and don’t know how to go about solving my problem. I have a photo feed that has stopped working and don’t know how to fix it. I Know very little about how all this works so I’m hoping someone can help.
This is what informatin I’m seeing. I know the problem is related to “photos” But I don’t know how to fix it…
Hi @bardales,
Thanks for reaching out!
Can you tell us anything about the services that are running? Do you happen to have access to the the software that was deployed so we can take a look at how it’s meant to be working?
If there is anything you’ve done to troubleshoot, like rebooting the device, please let us know that too! In the meantime, if you could grant us Support Access, that would help a lot as well. 
Can you tell us anything about the services that are running? I’m sorry I’m not that computer savvy so I’m not sure how to answer the question. I have two Balena programs that run photos from Google Photos on to separate dedicated monitors. I’m only having problems with one of them; and I’ve never had this problem before.
Do you happen to have access to the the software that was deployed so we can take a look at how it’s meant to be working? I don’t believe so but again, I’m not computer savvy to know the answer to this for sure.
If there is anything you’ve done to troubleshoot, like rebooting the device, please let us know that too! Yes I have tried to reboot the system. That has worked in the past but not this time. I’ve also never seen the message that I am currently seeing below.
In the past I’ve also been able to restart the Rasberry Pis to get the photos moving again.
In the meantime, if you could grant us Support Access, that would help a lot as well.
Yes I would be happy to grant access to your Support team. How do I arrange that?
Thank you again for the help trouble shooting this!!
Hi Jason,
The next best step would be to grant support access. The link explaining how to do this is here: Grant support access - Balena Documentation.
Without access to the software that is running the photos service it’s likely we won’t be able to debug that application. But with support access, we can get in there and try to figure out what the logs are suggesting!
Hi Jason, Are you still experiencing this issue or having trouble granting us support access? Post here if you have any questions!
Hello,
I am back to trying to resolve my problem. I was able to grant support access. What happens next? How do I know someone is accessing the system? These are the changes that resulted from the request; do I need to do anything?? Please advise.
Thank you
Hi,
Yes I am still having the problem. Because of traveling and the holidays I had to put trouble shooting on hold but I am back now trying to resolve the problem.
I did as I was instructed and granted Support Access about 30 minutes ago but it doesn’t seem as anything has happened. How will I know when someone is in the system? Also here is a screenshot of what resulted with I granted support access:
I don’t know if there is anything I am supposed to do. Please advise. Thank you!!!
Hello,
Yes I stillhave the problem. Please let me how I can get assistance; I have granted access again for six hour. Please Advise. Thank you,
Jason
A file has been uploaded using Jellyfish: Jellyfish
Hello @bardales,
You’re on the right track. You’ve granted support access for the device, but now we need the device’s ID. You’ll want to go into your Fleet and click on the device that you want us to check out. Please see my image to find the device ID. You can click on the copy icon and paste the ID here and one of us can take a closer look.
This is the one that is not currently working:
Here is a screen shot of the information I believe you want:
Here is the next view when you click on it:
This is the view that normally tells me it is working properly. The part circled is what is different
Please let me know what else I can do to help.
Thank you.
I just reactivated the “Grant Support Access” but did it for an entire week so you can have plenty of time to reivew and fix. Please let me know what else I can do to assist and resolve the problem. Thank you.
@bardales I’m taking some time to look at the issues you’ve been having. Keep support access enabled and I’ll get back to you with some updates next week.
Okay, thanks; I look forward to hear what you find!! Let me know if there’s anything else I may need to do to help resolve the problem.
Hi @bardales can you please re-enable support access again. I flashed my own device with the same block that you’re using. However, I need access to your custom device configuration variables in order to replicate your setup.
Sorry for the delayed response, I was out of town without access to the system. I have reactivated Support Access for another week. You are welcome to call or text me if you need a faster response:
303-522-6499. Let me know if you need anything else. Thank you!!
Thanks for the support access. We will take a look. Is it OK if we restart some of the containers on the device and/or re-download your services?
I noticed back in November you mentioned that you tried rebooting the device to no avail. I’m just curious if you have rebooted it since then?
Hello,
Yes, please do whatever is necessary to get it back up and running. I did try to reboot again about two weeks ago but to no avai. Please let me know what else I can go to assist. You are also welome to call or text for faster response.
Jason
303-522-6499
Hi @bardales I took a look at your project. While I am still unsure why your photos service is not running, I have found a work around for you. I used the photo-gallery balena block. I set it up on a Raspberry Pi 4 and used the same device variables you used in your project. You can read how to install it here: GitHub - balenablocks/photo-gallery: Display a photo slideshow on a webpage over a web server. .
Did you set up your project using balena blocks? Can you provide a link to the repo for the code base you used? Let us know if you are okay with doing this work around. Otherwise, I’ll keep looking into what’s preventing the photos service from running.
