Blank or Black Screen

if the display your player is connected to is showing a blank or black screen, it may be due to a failure at any point in the video output chain below are the most common causes and troubleshooting steps to diagnose and resolve the issue confirm display power and input the screen may be off or set to the wrong input ✅ ensure the display is powered on and the power led is lit ✅ verify the display is set to the correct hdmi input source ✅ test the display with a known good hdmi source (e g , laptop) to confirm the display is functioning correctly check the hdmi cable and ports faulty or disconnected hdmi cable, or bad port connection ✅ ensure the hdmi cable is firmly connected on both ends (player and display) ✅ try using a known good hdmi cable ✅ test a different hdmi port on the display if available ✅ inspect hdmi connectors for physical damage or bent pins confirm player power and boot status the player is not powered or has failed to boot ✅ ensure the player’s power led is on ✅ check that the power adapter is securely connected and delivering power if it is not delivering power, try a different power outlet ✅ reboot the player and observe if the boot splash screen or brightsign logo is displayed test player with another display the player may not be outputting a video signal or is incompatible with the display ✅ connect the player to a known good hdmi display verify content playback and software status the player may be idle, misconfigured, or stuck in a crash loop ✅ ensure the device is receiving content updates by checking the cms (content management system) ✅ reboot the player and observe the display of a boot splash screen or brightsign logo ✅ if the player is connected to bsn cloud, use the remote dws to perform diagnostics from the dws use the snapshots tab to view screenshots of what the player is displaying use the video tab to check the video status use the log tab to check the player logs for any error messages still not resolved? if all of the above checks fail, contact support by clicking on the support button in the lower right of every page to help us resolve your issue as expeditiously as possible, see writing support tickets docid\ omxtofi ci athwa660eo on how to create an effective support ticket