Troubleshooting

my activation code doesn't work? your code is old the code may have already expired if you did not try activating until several minutes after the player was powered up and connected to the internet to fix this, reboot the player and use the displayed code immediately double check the code make sure that there are no typos or errors in the code you are entering try an activation method that doesn’t require a code activate the player via web browser at bsn cloud use the qr code on the activation screen to activate the player i can't publish to my player? check your connection to the player make sure the player is powered on and can be pinged at its ip address to do this, open a command line terminal and type ping followed by the ip address (for example, ping 192 0 2 1 ), then hit enter certain ports and urls must be open to connect to bsn cloud or {{brightsign network bsn}} see bsn cloud ports & urls for players and software docid 6mbtfgmpjwocqomvc0oe5 for a list of ports and urls that are needed by bsn cloud, and bsn ports & urls for players and software docid\ okihhduwqhkkikivn5vs7 for a list of ports and urls that are needed if you are using our legacy {{brightauthor classic}} and {{brightsign network bsn}} software your may need to factory reset the player or reprovision the player with a new setup to factory reset a player, see factory reset a player docid\ yncf7p2pyzo2qedf1jyim and to reprovision a player, see provision docid\ cyl9kpm02co5rgcb9wqqv check your presentation publish a simple image or video that you know worked in the past if it works and your presentation does not, the presentation may have been corrupted check the codec and file types of the content that you are using in your presentation to make sure that they are supported this information can be found in the supported modes & formats docid\ zjfwcrtcar2xlsycsqcnx section, which contains information about supported audio, image, video and other formats and codecs your presentation may be too large for player's available storage if you don't have enough (free able) storage to publish the schedule, publish a small/simple presentation to the schedule so the current items are no longer in use, then publish the desired schedule (and the prior “actual” schedule's items can be freed from storage) you cannot publish a file or files that are larger than 4gb to fat32 formatted storage to fix this, either reformat the storage as exfat or ext3/ext4 (see format a microsd card docid\ bi1clywdiepziovrlos0j for instructions); or reduce the size of the files in the presentation so they are all (individually) less than or equal to 4gb in size other possible issues make sure the publishing has completed and that the associated files actually arrived on the player’s sd card your storage may have failed into read only mode (local network publish can still appear to complete without error, but nothing actually changes) you may have selected a publishing type that doesn't work with your network/player setup see publishing quickstart docid\ czguhz omw1rsbpfddpah for a discussion of different publishing types if you get any error messages, keep that information in case you need to contact support my video looks wrong/distored? try playing a different video to rule out a problem with the display, cables, hardware, etc make sure that your video file extension and codec is supported by the player, and that your video does not exceed the maximum resolution for your player current players support 4k video except for ls players which only play hd video, and xc5 and xt5 players can also play 8k video extension and resolution information is available on the video formats & codecs docid\ knsffwmtd4nswxm4bup0i page you can use third party software like mediainfo to determine the codec type verify that your video uses the recommended constant bitrate (cbr) see optimize video quality docid\ h730drksg mjtzfmu 1gx for details use ffmpeg or similar software to re encode your video my video is playing too fast? make sure your video is not an mpeg elementary stream if you are playing an mpeg elementary stream that's encoded at 25 fps, but the player is outputting 50 or 75 fps, it will play faster than normal try re encoding your video as an mpeg 2 program stream or transport stream some encoders require that you add a silent audio layer to create a program stream, or you can use one of several utilities such as mpeg2vcr to convert the video my image isn't displaying? if your image isn't displaying, it might be an unsupported format or the image size may be too big for your player see image formats docid\ gzcaqroor8 zarnrepkn1 for more information about supported formats and sizes you can increase the maximum allowed width of images by sacrificing height (e g you can use a 4096x640x32bpp image on players that lack a 4k decoder is allowed) you can also increase the maximum width/height by reducing the bpp value (e g you can use a 4096x1280x16bpp image on players that lack a 4k decoder) ba\ connected won't open on a mac (malicious software error)? open to apple menu > system settings ( system preferences on older os versions) go to privacy & security scroll down to security if you just tried to open brightauthor\ connected, you should see a message like the one in the image below select open anyway and open in the following dialogue box screenshot 2024 05 01 at 11 56 50 am png google analytics doesn’t display in a presentation? chromium 87 does not work with google analytics, so you must upgrade to brightsignos 9 0 120 or greater and a newer chromium version to display a presentation containing google analytics content upgrade chromium on series 5 players upgrade your operating system to brightsignos version 9 0 120 or greater (see the downloads page ) enter registry write html widget type chromium110 in the bsn cloud local or remote dws, as shown in image 1 this will update your chromium version, as shown in image 2 note that with later brightsignos builds, this setting will enable chromium 120 instead of 110 image 20241205 220813 png upgrade chromium on series 4 players you can only upgrade to chromium 120 on series 4 players with brightsignos 9 1 x, which is available in an internal beta this should only be used for testing, not for production, until it is officially released if you would like to get this os, please contact support players aren't visible in ba\ connected on a macos? check your macos settings open system settings go to privacy & security go to local network make sure the local network option is enabled for both "ba connected" and "ba connected helper (renderer)"