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This guide provides solutions for common connectivity and performance issues you might encounter with your Signagelive players or when accessing the Signagelive web platform. Follow these steps to diagnose and resolve problems quickly.
How do I troubleshoot my Signagelive player if it's not connecting to the internet or updating content?
When a player is offline or fails to download new content, it's crucial to determine if the issue is with the player, the local network, or a firewall.
1. Check the Player's Physical Status and Connections
Power: Ensure the player is powered on. Check for status lights on the device to confirm it has power.
Network Cable: If using a wired connection, ensure the Ethernet cable is securely plugged into both the player and the network port.
Wi-Fi: If using Wi-Fi, verify that the saved credentials are correct and that the player is within range of the access point for a strong signal.
SD Card and Settings: For BrightSign players, ensure the SD card is properly inserted and configured with accurate settings such as the correct SSID for Wi-Fi networks.
2. Verify the Local Network
Isolate the Issue: Connect another device, such as a laptop, to the same network port or Wi-Fi network that the player uses. If that device cannot access the internet, the issue is with the network itself, not the Signagelive player.
Reboot Equipment: A simple restart can fix many connectivity issues. Turn off your Signagelive player.
For BrightSign players, ensure you also check that the display connected to the player is powered on and set to the correct input source to avoid overlooking a fundamental issue.
Reboot the local network hardware (router and/or switch).
Once the network is back up, power the player back on.
Ping Test: Use the player's network diagnostics tools to ping URLs such as
[signagelive.com](https://signagelive.com),[clientes.signagelive.com](https://clientes.signagelive.com), and[api.signagelive.com](https://api.signagelive.com)to verify connectivity. Successful pings confirm network access to Signagelive services.
3. Check the Player's Status in the Signagelive Platform
Log in to your Signagelive account.
Make sure you're connected to the same network as the player.
From the main dashboard, select Network > Manage.
Locate the player and check its Last Checked-in Time.
If the timestamp is recent: The player is online and connected. The problem might lie with content scheduling or validity. You can manually update by clicking the player and choosing the Content Check option.
If the timestamp is old: The player is offline. This indicates a network or hardware issue.
4. Investigate Network Firewall and Content Filtering
See this article to ensure you have all the necessary endpoints allowed through on your current network connection
Consider pinging the following URLs as part of troubleshooting network restrictions:
[signagelive.com](https://signagelive.com)[clients.signagelive.com](https://clients.signagelive.com)[api.signagelive.com](https://api.signagelive.com)
Troubleshooting Connectivity Issues on BrightSign Players
If your BrightSign player isn't functioning correctly or isn't accessing content, follow these steps to troubleshoot connectivity issues:
Verify Network Connectivity
Ensure the player is connected to a live network port. Confirm that the Ethernet cable is securely plugged in and functional.
Check for an active internet connection to the device.
Ensure there are no IP address conflicts on your network.
Review Device Settings
Inspect the SD card image and confirm that the settings such as access point/SSID are correctly configured.
In Signagelive, navigate to Network > Manage and locate your player to confirm the Last Checked-in time.
Power Cycle the Player
Turn the BrightSign player off and wait a few seconds before turning it back on. A reboot often resolves many performance issues.
Should all of the above not resolve your issue, we ask that you:
Screenshot Console Events: Right-click and choose the Inspect option to view any console errors that your service may be logging when attempting to load Signagelive
List out the steps you take to cause this issue to occur
Provide this information to the Signagelive Support team and we will do our best to help you troubleshoot this matter
Reinstall the Player: For BrightSign players, if all else fails, consider reinstalling it. Follow BrightSign's standard setup process to ensure the player is properly configured.
What should I do if I'm having trouble loading Signagelive or navigating the site?
If the Signagelive web platform is slow, unresponsive, or fails to load, the problem is probably with your browser or local computer, not your media players.
1. Check the Official Signagelive System Status
Service Status: First, check for a known platform-wide outage, contact our support team, and we will do our best to provide further details on how our service is being impacted and the steps being taken to resolve this issue.
Firewall Whitelisting: Confirm your current network environment does not block our endpoints. For the platform, we recommend you include the following, should *.signagelive.com not be available to your team:
2. Perform Basic Browser Troubleshooting
Clear Your Cache and Cookies: Old or corrupted data stored in your browser can cause loading and display problems. Clear your browser's cache and cookies, then restart it.
Try an Incognito or Private Window: Open a new private Browse window and try to log in to Signagelive. This mode typically disables extensions, which can sometimes interfere with websites. If it works in a private window, you may need to disable your browser extensions one by one to find the culprit.
Use a Different Browser: Try accessing the Signagelive platform with a different web browser (for example, if you use Chrome, try Firefox or Edge). If it works on another browser, the issue is likely with your primary browser's settings or profile.
3. Check Your Local Internet Connection and VPN
Ensure your computer has a stable internet connection by trying to access other websites.
If you are using a VPN or a corporate proxy, it might be interfering with your connection. Try temporarily disabling it to see if that solves the problem.
If you have followed these steps and are still facing issues, please contact the Signagelive Support team for further assistance using the built-in widget at the bottom right of your current session.