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This error is caused by one of the following:

  • The target network does not have a “Trial” or “Content”-Level subscription (see this page for information on how to purchase subscriptions). To see the player subscription status either:

    • See the Subscription Information in the Dashboard page of BrightAuthor:connected

    • Go to the Manage > Status window in BrightAuthor

    • 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 this page for a list of ports and URLs that need to be open for BSN.cloud.

    • See this FAQ for a list of URLs and ports that need to be open for BSN.

    • In BrightAuthor or BrightAuthor:connected, you can test connectivity in the Diagnostic Web Server (DWS):

      1. Open the DWS and select the Diagnostics tab.

      2. Click the Run button under Network Diagnostics to run a network test and verify that the player can connect to the internet.

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If you were able to log in to BSN previously, this could be a temporary outage. Otherwise try the following:

  1. 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.

  2. Your firewall software may be preventing BrightAuthor from accessing BSN servers. See this FAQ for a list of URLs and ports that need to be open for BSN.

  3. Add an RSS feed to a BrightAuthor project (File > Presentation Properties > Data Feeds) and click Validate to confirm if BrightAuthor can reach the internet.

  4. If Internet Explorer has proxy server settings enabled, then BrightAuthor will use those settings as well. This can also prevent BrightAuthor from reaching the Internet.

Why is the BSN status red in BrightAuthor

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when the unit is still connecting?

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If the BrightAuthor connection status indicator is red, but the Last Connection time (located in the Manage > Status tab in BrightAuthor 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.

  1. 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 or in the Groups tab in BSN.

  2. 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. 

  3. Check the player error log:

    1. To find the log in BrightAuthor, locate the player in the Manage > Status tab, right-click it, and select Info.

    2. To find the log in BSN, locate the player in the Groups tab, click properties beneath the player, and select the Advanced tab. 

    3. 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.

  4. 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.

  5. 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.