When reaching out to BrightSign Support for help, taking the time to write a good support ticket will go very far towards the fastest resolution of your issue. Ambiguous support tickets lacking important details will only result in needless back and forth and delay any resolution of the issue.

It is highly recommended that support tickets be structured to include the following information. In general, the more detail you can provide, the better.

Description of Issue

Clearly state the nature of the issue.

Impacted Player Model Numbers

List the specific player model numbers where you have encountered this issue.

Regression? Which OS version was last working?

Regressions are instances where something that was previously working has either stopped working or is working less well. This can be due to a number of factors, but if the timing of the issue coincides with an OS upgrade, then it is likely due to the new OS. Providing BrightSign with the last OS version that was working will be very useful in identifying the root cause of the problem.

Steps to Reproduce

List the exact steps used to reproduce the problem, providing as much detail as possible. BrightSign’s support engineers will do their best to follow the steps described in order to try to reproduce the problem.

Expected Behavior

What is the expected behavior or outcome?

Observed Behavior

What is the observed behavior or outcome?

Attachments (Setup files, player logs, dump files, etc.)

The more info you can provide, the better. Setup files, log files, and dump files are all extremely useful to the BrightSign team while troubleshooting and performing root cause analysis.

Impact / Severity

To help BrightSign triage and prioritize tickets, please provide color on the impact and/or severity of the issue.