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Video Troubleshooting

  1. Try playing a different video to rule out a problem with the display, cables, hardware, etc.

  2. Make sure that your video file extension is supported by the player and that the video does not exceed the maximum video resolution for your player. Extension and resolution information is available in this FAQon this page.

  3. Verify that your video uses the recommended constant bitrate (CBR). See Optimizing Video Quality for details. 

  4. If your video is playing too fast:

    1. Make sure your video is not an MPEG elementary stream. If you are playing an MPEG elementary stream that's encoded at 25 fps, but the player is outputting 50 or 75 fps, it will play faster than normal.

    2. Try re-encoding your video as an MPEG-2 program stream or transport stream. Some encoders require that you add a silent audio layer to create a program stream, or you can use one of several utilities such as Mpeg2Vcr to convert the video.

Image Troubleshooting

If your image isn't displaying, it might be an unsupported format or the image size may be too big for your player. See this page for more information about supported formats and sizes.

You can increase the maximum allowed width of images by sacrificing height (e.g. you can use a 4096x640x32bpp image on players that lack a 4K decoder is allowed). You can also increase the maximum width/height by reducing the bpp value (e.g. you can use a 4096x1280x16bpp image on players that lack a 4K decoder).

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LED error codes are described in each player’s Theory of Operations page (for example, XT5 Theory of Operations). A red LED flashing 10 times indicates that a runtime error has occurred in the autorun.brs script.

Script errors can be caused by a problem with the content or a bug in the autorun script. To troubleshoot the problem:

  1. Confirm that the Read-Only tab on the SD card is not in the locked position.

  2. If the player is running an older OS version, download and install the current version from the Downloads page. You can determine the current OS version by powering up the player without an SD card (or a different storage device): The version will be displayed on the screen.

  3. If you are using BrightAuthor:connected or BrightAuthor to publish presentations, download and install the current version from the Downloads page.

  4. Verify that the SD/microSD card is formatted correctly. See this FAQpage for more details.

  5. If you are using the older autoplay.bsp or autoplay.csv format, an old autorun file or errors in the playlists can cause this error. 

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