Troubleshooting

this page / section pertains to brightsign network (often abbreviated bsn ), our legacy cloud platform our latest cloud platform is bsn cloud which consists of the free bsn control tier and the paid bsn content tier development of bsn has largely ceased and the platform will eventually be deprecated and replaced with bsn cloud how can i recover my bsn username and/or password? username your brightsign network 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 noreply brightsign\@brightsign biz mailto\ noreply brightsign\@brightsign biz and check the to field for the correct username password as long as you have your username and network (account) name, you can use forgot password https //brightsignnetwork com/public/forgotpass aspx to get a new password if you are a user on multiple networks, any of those network names will do your password is the same for all brightsign network networks the email will come from noreply brightsign\@brightsignnetwork com mailto\ noreply brightsign\@brightsignnetwork com so be sure to add it to your whitelist or contact list to ensure it does not go into spam/junk/quarantine do not include the trailing period from the new password, and make sure there are no leading or trailing spaces if you cannot access the email address associated with the account and you do not have any other administrators on the account that can set up a new user login, see access another bsn account docid\ pgnt1npc rglwbs7dm2k how come moving a player from one group to another did not work in bsn? if you move a player from one group to another in the bsn web ui and either or both groups do not have a presentation scheduled, the move will fail to apply the player will look like it moved, then shortly thereafter will pop back up in the original group make sure presentations are scheduled on both the source and destination groups before trying to move the player if the player status indicator is red and the player won't stay in the group you moved it to, but the player is connecting normally, then the player may be having trouble downloading the current sync xml file (i e the bsn sync spec) for the new group to fix this if the unit is automatically going to the “unassigned” group, temporarily publish a project to the “unassigned” group once the player successfully downloads this project, you can move it to the proper group verify there’s a project published to the group you are trying to move the player into try sending a recovery command to the player in brightauthor classic go to the tools > advanced menu select the control tab paste or type in the serial number of the player this number can be found by navigating to manage > status , right clicking the player, and selecting info the serial number is listed in the unit id field or by looking on the bottom of the player in the action drop down menu, select recovery don't reformat select add action why are the player err and pwr lights both flashing during bsn setup? this error occurs when the player cannot reach the brightsign network servers during the setup process the initial setup process instructs the player to download a setup file (also known as a "recovery" file) from the bsn servers if the player cannot download this setup file, it will flash the err and pwr leds and reboot after a few moments this process will repeat until the player can establish a connection to the bsn servers and download the setup file the err and pwr leds flash in unison on series 3, 4, and 5 models on earlier models, the err and upd leds flash instead to troubleshoot this problem, you will need to resolve the connectivity issue between the player and the bsn servers these are common connectivity issues no internet access you can perform network diagnostic tests to determine if the player has general internet connectivity there are two ways to perform these tests create the setup files again in brightauthor classic or the webui and enable network diagnostics click the advanced network setup button, navigate to the diagnostics tab, and check enable network diagnostics make sure to check the test internet connection box, as well as the test ethernet and/or test wireless boxes, as well if you enabled the diagnostic web server (dws) docid\ xue20rjxhft lq0rdmjbw as part of the initial setup process, you can use it to perform network diagnostics navigate to the diagnostics tab and click run under network diagnostics the dns servers cannot resolve the bsn servers the brightsign network servers are located on an amazon s3 instance if your provider cannot resolve these addresses, try configuring your network to use the google public dns https //developers google com/speed/public dns/ by setting the dns addresses to 8 8 8 8 and 8 8 4 4 proxy or firewall issue a network proxy or firewall may be blocking calls to the brightsign network servers on amazon s3 see bsn ports & urls for players and software docid\ okihhduwqhkkikivn5vs7 of ports and ip addresses that should be allowed ssl or https issue the initial setup step requires a secure call to the bsn servers this call will fail if there's a certificate issue on the network or if a proxy server on the network is rejecting secure calls the player cannot reach the default time server the player uses a bsn based time server to set its time and date even if you set a different time server during the player setup process, the player must use the default time server the first time it checks in with bsn this issue is caused by a firewall blocking http time (htp) calls or, if the player has been configured to use ntp, calls on udp port 123 why do i get a 403 error when connecting to bsn? this error is caused by one of the following the target network does not have a “trial” or “content” level subscription (see general docid\ hfub2i7epzkjbj8edfqjf to purchase subscriptions) to see the player subscription status either check the subscription information in the dashboard page of brightauthor\ connected go to the manage > status window in brightauthor classic go to the groups page in the brightsign network webui and click the properties of the player the player serial number is not registered the network name does not exist the player has a suspended subscription or does not have subscription and there are no available subscriptions in its current network the player cannot communicate with the aws servers that host the bsn or bsn cloud a proxy server, firewall, or some other kind of network filter can intercept outbound traffic, blocking a brightsign player see bsn cloud ports & urls for players and software docid 6mbtfgmpjwocqomvc0oe5 for a list of ports and urls that need to be open for bsn cloud see bsn ports & urls for players and software docid\ okihhduwqhkkikivn5vs7 for a list of urls and ports that need to be open for bsn in brightauthor\ connected or brightauthor classic, you can test connectivity in the diagnostic web server (dws) open the dws and select the diagnostics tab click the run button under network diagnostics to run a network test and verify that the player can connect to the internet why can’t i upload files to bsn? uploads can fail for a variety of reasons (connectivity issues, file problems, permissions issues, etc ) sometimes, just trying again will resolve the problem otherwise verify that none of the files used in your project have been moved or renamed test your internet connectivity try logging into your bsn account from another computer make sure that necessary ports and servers aren't blocked on your network see bsn ports & urls docid\ okihhduwqhkkikivn5vs7 if you are uploading from a browser, you may be using an unsupported web browser we recommend using chrome with the bsn web ui you may lack permissions for content upload verify which role your user belongs to if you still can’t resolve this issue, find the eventlog txt file on your computer (see app docid\ fepft9 cowbwtdaldn2sj for more information) and send the log to mailto\ support\@brightsign biz why can't i log in to my bsn account with brightauthor classic? if you were able to log in to bsn previously, this could be a temporary outage otherwise try the following verify your account , login name (email address), and password if you're copying and pasting, make sure there's no trailing space after the account or email address your firewall software may be preventing brightauthor classic from accessing bsn servers see bsn ports & urls for players and software docid\ okihhduwqhkkikivn5vs7 for a list of urls and ports that need to be open for bsn add an rss feed to a brightauthor classic project ( file > presentation properties > data feeds ) and click validate to confirm if brightauthor classic can reach the internet if internet explorer has proxy server settings enabled, then brightauthor classic will use those settings as well this can also prevent brightauthor classic from reaching the internet why is the bsn status red in brightauthor classic when the player is still connecting? if the brightauthor classic connection status indicator is red, but the last connection time (located in the manage > status tab in brightauthor classic or the current usage tab in bsn) remains current, then there could be a temporary hiccup, a problem with file downloads, or nothing scheduled to play verify that there’s a presentation scheduled to play in the player’s group check this in the far right column of the manage > status tab in brightauthor classic or in the groups tab in bsn if your connection frequency is set to less than 5 minutes via a custom script or plugin, and the player is in the middle of a long download, it won't update the connection status properly the status will appear red periodically until the download is complete check the player error log to find the log in brightauthor classic, locate the player in the manage > status tab, right click it, and select info to find the log in bsn, locate the player in the groups tab, click properties beneath the player, and select the advanced tab in the error log section at the bottom of the window, check for any error messages if the player is unable to download the sync spec for the presentation, unable to write a file due to a flash error, or unable to download a specific file, there will be an error message listed in the log field test the player to see if it works with another presentation by creating a simple project, possibly with just one media file, and publish it to the affected group this will confirm whether the failure to download a presentation is limited to just the one project if this fixes the problem, you can then switch back to the previously scheduled project you may need to delete and re upload one or more presentation files on bsn if the problem returns when you switch back to the original presentation if the error log mentioned above has an older connection time than the last connected date/time, but there’s no other error, this usually indicates that the player was able to call in, but couldn’t download the latest sync spec if there are multiple units in the group, you can temporarily move one unit to a new group to test if this is the problem the sync spec is an xml file that lists all files required to play presentations currently scheduled for the group the player compares this list to the files that are currently on local storage, and then downloads any missing files from the bsn servers why can't i see player logs in the webui under the current usage tab? before you can download the logs from your bsn network, you must enable the logging options and specify when the logs should be uploaded from the player's sd card to the cloud logging options are enabled during the unit setup process (in either brightauthor classic or the bsn webui) screenshot 2024 07 30 at 10 44 30 am png alternatively, if a brightsign player is connected to your network, you can enable logging by going to manage > status , right clicking the player, selecting edit , and checking the corresponding boxes for logging screenshot 2024 07 30 at 10 44 33 am png force log uploads in addition to the automatic log uploads, you can manually send a command to each unit on your network to upload the logs to do this sign into your network using brightauthor classic ( tools > sign in to brightsign network ) go to tools > advanced > unit control enter the unit serial number and select the upload logs action the player will upload logs the next time it connects to the brightsign network you can also force log uploads in the webui go to the groups tab open a group select properties beneath the desired player select the advanced tab check reboot unit it takes some time for the server to parse the logs and provide them for download in the webui current usage tab contact the device handler brightsign players upload the logs to the device handler at the following url https //services brightsignnetwork com/bs/uploadlogs ashx note that this url will trigger a get request with standard headers, so if you open it in a browser, it will return an http 405 status tip use excel to open the log files on your computer