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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.

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 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 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 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 this FAQ for a list 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.

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 the “How can I buy subscriptions for BSN.cloud or BSN.com?” FAQ to purchase subscriptions). To see the player subscription status either:

  • See Check 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 FAQpage 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.

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 FAQpage 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.