Experiencing video playback errors or content that won’t update? Most problems can be resolved with a few quick checks. Follow this guide to diagnose and fix common issues with your Signagelive players.
Core Troubleshooting Steps
Start with the basics before diving deeper. A simple reboot of the media player device can often resolve temporary glitches by restarting the Signagelive application and its connection.
1. Verify Player Connectivity
Navigate to Network > Manage, click on your player, and select the Connectivity tab. Confirm that the 'Last content check' timestamp is recent and aligns with your player's configured Content Check Interval setting. If the player has missed checks, it likely indicates that the device has fallen offline or is experiencing a network problem.
2. Check the Server Queue
Go to Reports > Queues. If your player is listed here, our servers are still processing your latest changes. This is normal; please allow a few more minutes. If the queue is empty, the issue is local to the player.
3. Match Content and Player Resolutions
A resolution mismatch is a common cause of black screens. Oversized image files that exceed the player's output resolution may also result in playback issues, such as playlists becoming stuck on certain assets. Ensure image files are resized correctly to avoid such problems.
Ensure the resolution of your uploaded content (e.g., 1920x1080) matches the player's output resolution. A player configured for 1080p output will likely fail to display a 4K (3840x2160) video.
4. Resolve Stuck Playlists (Brightsign Specific)
Oversized image files are a frequent cause of stuck playlists on Brightsign devices. Ensure assets are optimized to match the display resolution before uploading them.
If the player is checking in but not updating, investigate the local environment first:
Network: Confirm the player has an active internet connection. Check that your local network firewall isn't blocking access to Signagelive services.
Content: If only a specific video fails, the file itself or its surrounding files may be the problem. The file is likely corrupt or not a supported format for your player type. For best results, use H.264 encoded MP4 video files.
Browser Cache: If the Signagelive interface becomes unresponsive or fails to update, clearing the browser cache often resolves the issue. Refer to your browser's settings to complete this step and reload the page.If specific playlist or playback issues persist, verify that all media assets comply with the recommended resolution and format for your player type. Regular optimization can prevent unnecessary playback problems.
How to contact support
If you've tried these steps and the issue continues, our support team is ready to help you. For the fastest resolution, please have the following information ready:
Signagelive Serial Number
A clear description of the issue you are facing - What is the problem, Where it is being seen, When did this first happen?
Name of the impacted asset, playlist or layout
Grant support access to your network using this guide