Overview
We're aware of an issue impacting webOS 6.0 LG players that causes them to fall to a black screen. This issue only occurs on panels that were in a specific state when they installed the client update. Our Development Team has investigated and isolated the root cause of this, which is explained in further detail in the section below, along with the simplest method of addressing it.
If you believe this issue has impacted you, please feel free to escalate it to our Support Team by emailing [email protected]. Please share the impacted player's Signagelive serial number/s, along with any troubleshooting steps that have been attempted thus far.
The Issue
The older/previous Signagelive Client version (1.996) had an issue where it reacted to the power button on the remote even when the screen's power-saving feature ("Power Management Mode") was turned off. This meant you could still use the remote to turn screens on and off, but the system incorrectly remembered the last screen state and kept the main computer running in the background. This wasn't supposed to happen.
What the newer LG webOS Client (3.2) Fixes - The new LG webOS Client 3.2 fixes this issue. Now, it will only respond to the power button on the remote if the Power Management Mode is turned on.
The Core Issue After Updating: The problem now is this: If a screen was turned off with the remote while it was still using the old 1.996 software, and then the software updates to 3.2 while the screen is still off, the new software will read the last saved state as "off." This will result in a black screen. Trying to turn the screen back on with the remote won't work because the new software ignores power button presses when Power Management Mode is off. This means the screen will stay black until "The Solution" is applied.
The Solution
Luckily, there are three ways to solve this. The easiest, however, from a user's perspective is as follows:
Use a Screen Control Schedule: The easiest way is to set a schedule that automatically turns the screen on that is set to start in the future (e.g., set it to start in around 15 minutes from the current local time of the screen, though please also consider the screen's content check frequency in this situation, which ideally would be at least every 5 minutes). This will reset the screen's remembered state and fix the black screen.