Player Repair or Replacement

follow the below steps to determine if your brightsign player is non operational if a non operational player is still within warranty https //www brightsign biz/legal/warranty regulatory/ and was purchased directly from brightsign, we will provide a replacement unit at no charge before submitting an rma (return material / merchandise authorization) form for repair or replacement, the player should be troubleshooted for common and/or easy to fix problems leds all players have at least one led indicator (most players have several) which indicate various player states no leds on if none of the leds are lighting up when power has been connected to the player, try these steps plug the power supply into a different wall socket if possible, replace the power supply with a known working one if you are using poe (power over ethernet), try using the standard power supply instead if the player powers up, then the fault is likely with the ethernet port, ethernet cable, or network poe infrastructure flashing red/yellow leds if the red and/or yellow leds are flashing, visit interpret flashing leds docid\ mwojjf3naa1zmiqel8mwx to learn what the error code means if the error code indicates a problem with the system software on the player (typically, red error codes 2, 4, 5, 6, 9, 12, 13, 14), follow these steps to recover the player factory reset a player docid\ yncf7p2pyzo2qedf1jyim the player reinstall the os in update the player os docid\ yurogagj103wwxgodfmfj test playback using sample video https //brightsignnetwork com/download/fturhan/sample/sample videos zip , image https //brightsignnetwork com/download/fturhan/sample/sample images zip or audio https //brightsignnetwork com/download/fturhan/sample/sample audios zip content that is known to be compatible pwr led on without flashing red/yellow leds for lsx22 players, this is the same as the single pwr led being on and not flashing factory reset a player docid\ yncf7p2pyzo2qedf1jyim the player test playback using sample video https //brightsignnetwork com/download/fturhan/sample/sample videos zip , image https //brightsignnetwork com/download/fturhan/sample/sample images zip or audio https //brightsignnetwork com/download/fturhan/sample/sample audios zip content that is known to be compatible remove any storage devices (microsd card, usb drive, ssd/msata drive) from the player and power up the player after a few moments, the brightsign logo and player information should be displayed on screen try swapping the hdmi or vga cable and monitor for ones that are known to work interfaces sometimes, the problem may be with a specific interface of a player such as the hdmi port or ethernet connector hdmi port check hdmi cable for any signs of damage if damage is evident, replace with a known good hdmi cable check the display to verify that the player is connected to the correct hdmi port and that the correct hdmi port has been selected for display power the player on without a microsd card and confirm that you can see the mac address, serial number, and os version confirm that the display is able to correctly output a signal does the display work with any other video source? ethernet port check the leds on the ethernet port if a link has been established, the ethernet port’s green led should be on check the ethernet cable for any signs of damage if damage is evident, replace with a known good ethernet cable check the ethernet switch does another port on the switch work? are there any blinking lights? if the player is powered through poe, check with conventional adapter and use a non poe port etc brightsign players may require poe+ (ieee 802 3at) rather than standard poe (802 3af) using a switch or injector that only supports basic poe might not supply sufficient power usb port does using the same usb cable on another device, brightsign player or otherwise, work? does a similar project work on another player? did it work in the past? microsd card slot is the card player storage docid\ o4yzospnpfagbglduleee ? has another card, ideally one that is known to be good, been tried on the player? check that the reset and svc buttons are slightly protruding in rare instances, one or both of these buttons can get stuck in a continuously depressed state quick play the quick play troubleshooting test can help uncover the following issues script errors that result in the player getting stuck in a continuous reboot cycle hdmi display issues such as video mode / resolution errors or scheduling errors that are caused by the presentation rather than the hardware (i e , hdmi cables, the display, etc ) unsupported media to help eliminate these as possible causes, follow the quick play instructions below download sample video https //brightsignnetwork com/download/fturhan/sample/sample videos zip , image https //brightsignnetwork com/download/fturhan/sample/sample images zip or audio https //brightsignnetwork com/download/fturhan/sample/sample audios zip content for your player the sample content in the links provided are known to play properly on brightsign players you can use your own content as well, but first make sure that your content is supported on brightsign players make sure the microsd card is empty and player storage docid\ o4yzospnpfagbglduleee ? place the content on the root folder of the microsd card (e g , "sd /") turn off the player by unplugging the power adapter (or ethernet cable if the unit is being powered by poe) insert the microsd card into the player turn on the player by reconnecting the power when you see the purple welcoming screen, press and hold the svc button for 2 seconds to instruct the player to skip to playing the content the content should begin playing after a few moments content files on a microsd card will play in alphabetical order in a continuous loop rma if the above steps do not resolve the issue, the player may require repair or replacement download and complete the rma form attached at the bottom of this page and send to support\@brightsign biz mailto\ support\@brightsign biz after we receive the completed rma form, we will forward it to the rma team, who will determine if your player is under warranty and if it is eligible for replacement important rma notes following these guidelines will help expedite your rma complete one form per player ensure that you include the fault and troubleshooting steps carried out for the player on the form the rma form should be submitted as an excel file ( xls or xlsx) submitting in another format may delay processing of your rma do not send a player without first receiving a rma number from brightsign your rma will not be processed without an rma number only send the player and power supply to the address indicated on the email confirmation issued for that specific rma do not include any accessories other than the power supply do not send additional cables, microsd cards, etc only return the faulty player and power supply rma form