Mobile Control (PWA) - Unable to locate or connect from mobile device

Applicable SongShow Plus Versions:  
This article applies to SongShow Plus 9.2 and Later using SongShow Mobile Control (PWA).

* Updates affecting this feature may be available. Ensure that you are using the most current build of SongShow Plus from the Download page before proceeding. *

NOTE: SongShow Mobile Control (PWA) is now included as part of the Silver Subscription. You must maintain a Silver Subscription or higher to be able to access the Mobile Control (PWA) feature.  

Symptom:

When trying to connect to a SongShow Plus machine using PWA Mobile Control, no connection can be made, or machines are not found.

Possible Cause:
If the device(s) and machine(s) are not on the same network and visible, they may not connect.  There are also other network factors that can prevent a connection. WiFi settings on the router in particular can cause connection issues - ensure full access (not just restricted guest access) to the network is available.

Troubleshooting:
While the PWA Mobile control is intended for use with mobile devices, it also works from a desktop browser. To ensure that connections are possible do the following:

• On the same machine you are trying to control:
  • Open a browser
  • Log into the SSP website.
  • Select the Mobile Control tab.
  • Locate the machine you are on (if it is not there the SSP Mobile Control settings need to be checked.)
  • Attempt to connect and control the local machine.
• Assuming the prior steps work - On a different desktop machine on the same wired (WiFi can present other issues) network:
  • Open a browser
  • Log into the SSP website.
  • Select the Mobile Control tab.
  • Locate the machine you are trying to control (if it is not there the SSP Mobile Control settings need to be checked.)
  • Attempt to connect and control the local machine.

Possible Solution:
If you find that the connection works either on the local machine and/or on another desktop machine on the network but not on your mobile devices on the same network, check the browser and other settings on the mobile device to ensure they match. As noted, wifi settings can be particularly problematic since there are options in the router/hotspot to restrict network access that are in many cases turned on by default.  default Guest Network setups are usually blocking network access but allow internet access. 

Consult your IT admin to discuss and/or make changes to you wifi settings as needed.

If this article does not resolve the issue, contact the Support Team.

(MC33)