Avanti - Trouble shooting support

Date published: August 25, 2021

Good User Experience

All user of Avanti Media must connect to the on board Wi-Fi.

Users are recommended to download the Avanti Media App from Google Play or App Store before boarding. User experience when using the APPs offers a premium experience and is recommend.

Connecting to the Avanti Wi-Fi

Our Wi-Fi system supports most Wi-Fi enabled devices and laptops so you can get online.

Turn your personal device on and make sure the Wi-Fi is switched on.
1.
The Avanti West Coast Wi-Fi network is displayed as “Avanti_Free_WiFi” on your list of available networks.
2.
Connect to this network and launch your internet browser.
3.
At this point you will be directed to the simple log-in page where we ask for some details, but we will not share these with anyone else, then accept our T&C's and you are nearly there.
4.
The Entertainment page will now appear simply click continue, sit back, relax and start viewing.
Avanti Media - Once on board a typical UX successful flow would look like this
Once on board, a typical UX successful flow would look like this:
Avanti User flow
Users are recommended to download the Avanti Media App from Google Play or App Store before boarding. User experience when using the APPs offers a premium experience and is recommend.

Android & IOS users in browser can access when on Wi-Fi using Avantimedia.uk.

Trouble shooting common issues

If the user has successfully accessed Wi-Fi Avanti Media to view content they may be served a pop-up message advising them of an issue. Here are examples of pop-up messages and advice on how best to help the user.
Key questions to ask:
1.
What device are they using?
2.
App or browser media vision?
3.
Are they connected to Wi-Fi?
4.
Are they seeing any pop up messages?

Error messages

No Wi-Fi connection

Please ask the user to reconnect to Wi-Fi using SSID: Avanti_Free_WiFi and follow instructions on screen.
And access in browser Avantimedia.uk

Lost Wi-Fi connection

Please ask the user to reconnect to Wi-Fi using SSID: Avanti_Free_WiFi and follow instructions on screen.
And access in browser Avantimedia.uk

Incompatible browsers - iOS

For iOS (iPhone and iPad) users will need to have version 11.2 or above installed: Request user to update device to latest version to enjoy video playback next time they travel.

Note: Users on older version will still be able to read the news, magazines and play games.

Incompatible browsers - Samsung

If the user is on a Samsung device and using the Samsung internet browser this in incompatible to view media content.
Please request the user to open the chrome browser and tap in Avantimedia.uk

DRM error - Any device type

The user has set their device to not enable video playback.
User needs to go to the settings on their device and enable protected content playback. (DRM = digital rights Management)
User can still view Newspapers, Magazines and play Games and watch non DRM protected content.

DRM error - Any device type

User needs to press retry.

If still experiencing issues, ask user:

• What device are they using?
• App or browser media version?
• Are they connected to WiFi?

Too many passengers watching

Pop up shows when too many users are accessing Video play back.

Users can view newspapers, Magazines and Games in the meantime and they try again to access media later.

Offline page

If the user is off the train and go to avantimedia.uk,  they will see the offline page. This page tells users how to get to the portal and has a FAQs.

Frequently Asked Questions

What speeds will I get from the service?

Due to the nature of UK mobile connections the speed will come and go depending on your location, the availability of mobile phone signal and the number of other passengers using the service.

Your landing page does not appear automatically when I open my web browser. What do I do?

Enter AvantiMedia.uk into your address bar and click 'send'.

Avanti Media is available off board?

No, the Avanti entertainment is only available when travelling on train and connected to the on board Wi-Fi

Headphones or no headphones?

We believe all our passengers should enjoy their Avanti West Coast journey free from disruptive fellow passengers. Please use headphones while listening to music, radio or entertainment. This includes children. Our on-board staff may remind passengers throughout your journey.

I am having problems using my work / business email account?

Like other train operating companies, we use an ‘open network’. Some email providers (e.g. Outlook 365) require a secure network. You may experience a pop-up with “There is a problem connecting securely to this network – the security certificate was not issued by a trusted certificate authority”. Unfortunately, you would not be able to access your account using this route.

I noticed some adverts promoting movies and catch-up TV to watch on your trains – how can I access this service?

Phew, our advertising works! You just need a Wi-Fi enabled device. Please refer to the 'how to connect' section earlier in the FAQ. This will require you to download the Avanti West Coast App called Avanti Media from the relevant app store (Apple or Google) or go a browser and enter “AvantiMedia.uk”
Due to restrictions on the on-board Wi-Fi you will need to download the app before your journey (or use some of your own device data allowance on 3G or 4G). After successfully installing our App select the on-board Wi-Fi on your device settings and follow the quick and easy registration process. Then just open the Avanti Media app to start enjoying our complimentary entertainment or register via the browser.

Where can I find information about what’s on the service?

Check out the Wi-Fi and Entertainment page on our website for details of our current movies, box sets, catch-up TV and magazines. avantiwestcoast.co.uk/media

Are there any age restrictions on what I can watch or read?

Yes – but we will ask you to confirm that it is suitable before accessing the entertainment.

Is it complimentary?

Access to our on-board entertainment service is complimentary on all fleets that are fitted with it.

Is the Avanti Media available on all trains?

Yes, we have all on board entertainment on our Pendolino and Voyager Fleets.

Where can I get the Avanti Media app?

If you are on an Apple device, download Avanti Media App from the Apple Store. If you have an Android device, you can access and download it from the Google Play Store.

Can I get subtitles?

Yes, we have subtitles on a range of Movie and TV materials where available from our content supplier. Alternatively check out our Magazines, Newspapers and Music channels.

Can I download the app on the train?

No. Due to restrictions on our on-board Wi-Fi you will need to download the app before your journey. We suggest using the Wi-Fi at our stations or, if you forget to do this in advance, you could download it using your own data on-board.

I didn’t get to finish my film; can I do this after getting off the train?

No. You can only access our content when you’re on-board our Avanti West Coast trains but if you haven’t finished what you were watching, the system will remember where you got to if you are using the same device – your cookies need to be enabled.

I got halfway through watching entertainment on an earlier journey, but it hasn’t remembered where I got to?

It sounds like you are using a different device or have cleared your cookies or history, and if so, you would need to scroll through to where you were manually.

Why do I have to register again?

Registrations are stored as a cookie on your device, which means if you’re using a new device or you’ve recently removed cookies from your device you’ll need to register again.

I was watching a show on my journey down but going back up I can’t find the same show anymore!

We regularly update what’s available on the entertainment service, so sometimes the last show might expire, but you can always watch something else instead.

Will watching film use up my own data on my phone...?

No – our on-board entertainment server does not rely on your internet at all.

Is the internet slow because too many people are watching movies?

Access to the entertainment is held locally on the train, therefore it does not need to go to the internet to show you content. If you are experiencing a slow internet connection, it may be that we are passing through the countryside where there is a poor connection.

What does the message “Error, Video failed to play. Please check your wi-fi connection and try again." mean?

If you have paused a film or a great TV show and your device goes into sleep mode, this may disconnect you from the on-board Wi-Fi.

Does the Avanti Media system store any movies or entertainment on my device?

Your device will hold a few minutes of video to buffer anything you watch, but it would not retain the full video to your device.

Will this put cookies on my device, and what do they do?

A cookie will be placed on your device, and it will allow us to remember where you finished watching a movie or show – next time you connect you’ll be able to pick up where you left off.

Why do I have to register for the app when I’ve already registered before?

You’ve already registered for the Wi-Fi – this second registration is to get access to all the great entertainment content available via our app.

Why do we have to connect to the Wi-Fi and the app to get content?

Connecting to the Wi-Fi on-board connects you to our system where all our entertainment is stored.

Surely it will get very noisy with all these people watching entertainment?

Out of respect for other passengers, please use a pair of headphones before watching a film or TV show. The on-board staff may remind you of this during your journey.

I have missed my station stop because I was watching some entertainment?

Oops. You need to pay attention to the passenger information where displayed and listen to on-board announcements throughout your journey. Make the staff aware of your problem and we should be able to help with your revised onward journey.
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