Tips for Faster Response

the primary method of receiving free support is by submitting a support ticket the more info you provide up front when creating the ticket, the fewer follow up questions will be needed, and the quicker your problem can be resolved as a supplement to our free support, we also offer priority phone support which ensures that you receive a call back from our support team within a certain time contact sales\@brightsign biz for details what to provide the more info you can provide, the better providing the key items below will help us resolve your issue more quickly if you don't know any of the items below, that's ok it is better to leave things blank than guess since incorrect info can lead us in the wrong direction and waste time player model the player model can be found in the following places label on the player's box or the label on the bottom of the player the information screen displayed when the player is booted up without storage info tab of the player's diagnostic web server (dws) docid\ qxt4yhey7iej m9dh73wm if the player is on brightsign network (bsn), the unique identifier listed will suffice if you are not sure what the model is, leave it blank serial no & os the player's serial number and os / firmware version can be found in the following places the information screen displayed when the player is booted up without storage the info tab of the diagnostic web server (dws) docid\ qxt4yhey7iej m9dh73wm if using {{brightsign network bsn}} , find the firmware version listed cms if you are using a brightsign cms bsn cloud and {{brightsign network bsn}} are not the same which are you using? if you are using brightsign network, what is your network and account name? if you are using bsn cloud, what is your network and account name? brightauthor\ connected and {{brightauthor classic}} are different apps and are not interchangeable be sure to specify which one you're using along with their version if you are using a partner cms (e g , appspace, signagelive, tightrope carousel), check with their support first as they know their systems best most issues with third party cms systems are not hardware problems if you have contacted their support and they referred you to us, please indicate that connected hardware if you're having a display issue, what is the manufacturer and model of the connected display? if you're having a storage issue, what is the manufacturer and model of the storage device? are you using power over ethernet? if so, is it poe type i, or poe type ii (aka poe+)? follow up? if this request is a follow up or in reference to an existing support ticket, include the support ticket number problem description describe the problem in detail vague, general statements ("it's not working" or "it's broken") are not helpful be specific about what isn't working the more details you provide upfront, the fewer questions we'll need to ask and the faster we can reach a resolution bad player won't work so so the player isn't showing output good the player isn't showing output and the err light is blinking better the player isn't showing output and the err light is blinking 10 times, pausing, then blinking 10 times again best the player was fine after i configured it, but after publishing my presentation, the player isn't showing output and the err light is blinking 10 times, pausing, then blinking 10 times again diagnostic info the system log from the log tab in the player's diagnostic web server (dws) docid\ qxt4yhey7iej m9dh73wm is very valuable if possible, download the log and attach it to your support request presentation info if your problem is related to a presentation you are publishing, including a download link to a zip of the exported presentation is very helpful the export option is in the file menu of brightauthor\ connected or brightauthor classic export the files to a separate folder, zip the folder into a single file, and send a link to the zip file objective tell us what your objective is (i e , what you're trying to achieve / accomplish), not what you think should be done to reach that objective steps tried if you have attempted your own troubleshooting, describe in detail the steps taken for example, if your player won't power up and you have tested it with a known good power supply from a working unit of the same model, please tell us this what to avoid assumptions don't assume we know who you are, what equipment you have, or what you're trying to do while your salesperson may be familiar with your situation, the support team may not even if you do have ongoing communication with support, the agent who picks up your ticket may not know the information shared previously imprecise terms avoid using vague and general terms things evolve quickly so be precise "the player's os is 9 0 120, and i am using brightauthor\ connected 1 59 0 on windows 11" is much better than "i'm using the latest software" combining unrelated problems if you have separate, unrelated issues, please submit separate tickets for them instead of putting all the issues into a single ticket player vs pc don't expect a brightsign player to be able to do what your computer can do checking on a computer, however, can be a good sanity check because if something doesn't play/work on the computer, it's unlikely to work on a brightsign player "call me" please do not just enter contact info with "call me" or "i need help" without providing more info we cannot know whether we can help without knowing details about the problem phone support options are available (see support docid emkndkpezaf2y3zuh3gw ), but even for phone support, it is still essential for us to know what your problem is about so we can get the appropriate resource(s) to speak with you