When a player isn't working correctly, it can be disruptive. This guide provides a clear path to diagnose the issue, perform quick troubleshooting, and, if necessary, replace the hardware and transfer the licence.
Pre-flight checks - Before your replace your player
Have you ruled out these common causes of player failure?
Verify Licence Status: Log in to your Signagelive network and confirm that the player's software licence is active and has not expired.
Faulty Storage device: Failures are often linked to unofficial or incompatible storage parts (like SD cards or SSDs). Please make sure you are using hardware approved by the system manufacturer. This is mainly related to BrightSign devices, but could also be applicable to other player types, too.
Review Hardware Age: Older, out-of-warranty players have a higher likelihood of hardware failure.
Hardware Setup Checklist
Run through this checklist for issues like a blank(white)/black screen, frozen content, or connectivity problems.
Check Power source: Ensure the player is powered on and the power cable is securely connected to the player and a working outlet.
Verify the local network connection: Confirm the player is connected to the network and your site can confirm uptime at this location. Check that the Ethernet cable is plugged in or that the player is connected to the correct Wi-Fi network. A quick reboot of the player can often re-establish a lost connection.
Inspect Content Playback: If you see an error message on the screen or the content is not updating, check Reports > Queues > Network Queues to see if there is a problem with content synchronisation.
Still Not Working? Contact Support
If you've run through the checks above and the player is still having issues with connectivity or content playback, it's time to contact our experts.
Please email the team at [email protected]. To help us resolve your issue faster, include the player's name, a description of the problem, and any troubleshooting steps you've already taken.
How to Replace a Faulty Player
If you've determined the hardware is faulty and needs to be replaced, you can just follow this 3-step process to get your new player online using your existing licence.
Step 1: Source New Hardware
For matters relating to faulty hardware, please get in touch with your vendor or the Signagelive commercial team to acquire a new device.
Step 2: Deactivate the Old Player's Licence
Before using the licence on a new player, you must deactivate it from the old one:
Log in to your Signagelive Network as an Administrator.
Navigate to Network and then Manage.
Select the faulty player you wish to deactivate.
Go to the Licence tab and click Deactivate.
Confirm the deactivation.
Step 3: Activate the New Player
Once the licence is free, you can apply it to your new player.
Power on your new player until it displays its 6-digit activation code.
In your Signagelive Network, go to Settings and then Licences.
Select the deactivated licence from the list.
Click Activate.
Enter the 6-digit activation code from your new player's screen.
Click Save. Your new player will now activate and begin downloading content.