Troubleshooting

what if my player’s serial number is already registered? if this error appears when adding a player from the provision screen, the player already has an existing provisioning record under with bsn cloud network a player can only have one provisioning record in bsn cloud, so the player’s existing provisioning record must be deleted and the player removed from its current network to do this, follow the steps outlined provision docid\ cyl9kpm02co5rgcb9wqqv only the owner of the network to which the player belongs can perform these functions so you may have to contact that person to request that they do this note that a factory reset of the player resets the settings of the player to its factory defaults but does not delete the player’s provisioning record more info about that factory reset a player docid\ yncf7p2pyzo2qedf1jyim how to recover my username and/or password? username your bsn cloud username is your email address if you are using plus addressing to create a different email address that goes to the same inbox, be aware that each username is different to the system check your email for messages from bsn cloud (the sender will be noreply brightsign\@brightsign biz mailto\ noreply brightsign\@brightsign biz ) and check the to field for the correct username password in brightauthor\ connected or bsn cloud, click connect to bsn cloud on the upper right in the sign in window, select forgot password enter your email address and submit an email should arrive shortly from noreply brightsign\@brightsign biz mailto\ noreply brightsign\@brightsign biz with a link to reset your password, so be sure to add that email address to your whitelist or contact list to ensure it does not go into spam/junk/quarantine my player failed with certificate validation error during tls handshake when connecting to bsn cloud this sort of error typically occurs during player registration (it doesn’t happen later because the rule either exists or not, so if there is something wrong the player fails immediately) if this happens, you will see a purple screen with a 60 error code you should then access the dws, inspect the system log to find the entries that have the 60 error code, and look for the related certificate validation errors these errors are usually either complaints that the certificate is self signed, or indications that the certificate is issued to a different host in both cases, the reason for the error is an intermediate server which acts as a man in the middle between the player and bsn cloud this server replaces the bsn cloud server certificate with its own in order to inspect the encrypted tls traffic if you do not want the traffic to be inspected, find the intermediate server and configure it to pass through encrypted traffic to all bsn cloud services referenced on bsn cloud ports & urls docid 6mbtfgmpjwocqomvc0oe5 without inspection if traffic inspection is necessary, contact the support team (support\@brightsign biz) and provide the information to create a new certificate based on your intermediate server certificate to register all the players connecting through that traffic inspector as trusted why is my player status red in the network tab? the player status will be red if it is not connected to bsn cloud check the following to establish or restore your connection is your player powered on? is the player physically connected to your network? for example, is the ethernet cable plugged in and are the ethernet leds blinking as expected? can the player reach the internet? can player reach bsn cloud? bsn cloud ports & urls docid 6mbtfgmpjwocqomvc0oe5 must be open for bsn cloud if the player status is red, you cannot access it through the remote dws but you can troubleshoot it through the local diagnostic web server (dws) docid\ qxt4yhey7iej m9dh73wm if the local dws was not enabled on your player, follow the steps in access the local dws docid\ iafcherljfjdjtwttkpk5 to enable it and/or access it through a web browser on a local network once you have access to the local dws, you can troubleshoot your players through the following dws tabs in diagnostics network configuration > view network diagnostics > run diagnostics in log, you can view the log a few minutes after your player comes online