Setup Troubleshooting FAQ

1. Open to Apple Menu > System Settings (System Preferences on older OS versions)

2. Go to Privacy & Security

3. Scroll down to Security. If you just tried to open BrightAuthor:connected, you should see a message like the one in the image below.

4. Select Open Anyway and Open in the following dialogue box.

Open

If you get this message when attempting to publish to a Local File Networking player in BrightAuthor, see the following possible reasons:

• The player has not been, or is no longer, configured for Local File Networking usage. To resolve this, apply new Local File Networking setup files to the player:

  1. For Series 3 (models ending in 3) and newer players, clear the content of the player's storage device

  2. Factory Reset the player

  3. Go back through On-Device Setup.

  4. Otherwise, write new setup files to the player's storage from BrightAuthor (Tool > Setup BrightSign Unit) or deliver setup files to the player via the DWS.

• You're using DHCP addressing without an address reservation for the player and the router, or the DHCP server rebooted or changed the player address. To resolve this:

  • Power up the player without storage to determine the current IP address from the information screen it displays.

  • Replace the storage and reboot the player after you have noted the current IP address.

  • Refresh the Networked Units list to see if you get a new/updated player entry.

  • Add the player's new IP address to the Networked Units list

  • Definitely consider adding an address reservation to the DHCP server so the player's address is predictable

• The published presentation or content has put the player into a reboot loop. To resolve this:

  • The easiest way to bring a player out of a reboot loop is to apply Setup files to the player's storage again. This will clear the player's presentation schedule so the presentation won't run and crash the player again. If you cannot physically access the player, you can still recover if the Diagnostic Web Server (DWS) is accessible:

    1. Keep trying to Disable Autorun from the Diagnostics tab of the player's local DWS (http://playerIPaddres/index.html - replace playerIPaddress with the player's LAN IP address) or remote DWS (from http://BSN.cloud or BrightAuthor:connected) until you get a response from the player.

    2. After you see the response, the player will reboot with the autorun disabled.

    3. Use the method described in Publishing Setup Files via Diagnostic Web Server to create, package, and deliver a new set of player setup files to the player. After setup is applied you should be able to publish to the player again.

  • Check your presentation for invalid data feeds, out-of-spec media, and resource-hungry HTML sites before publishing again.

  • Try updating the player firmware/OS.

• The player's storage device has been removed or is not readable. To resolve this:

  • Put the player's storage device in a PC and see if it can be recovered. Replace the storage device and write new Local File Networking configuration files to it via BrightAuthor's Tools > Setup BrightSign Unit

• The player has been disconnected from the network or power. To fix this, plug the player back in.

• Network access to the player on ports 80, 8008, and/or 8080 is blocked. To resolve this:

  • Consult with IT to ensure the BrightAuthor machine can communicate with the player.

  • See if you can open http://playerIPaddress:8080/GetID (replace playerIPaddress with the player's LAN IP address) from a web browser on the same network as the player.

• BrightAuthor access to ports 80, 8008, and/or 8080 is blocked. To resolve this:

  • Consult with IT to ensure the BrightAuthor machine can communicate with the player.

  • Check any third-party antivirus/firewall/security software.

• Certain ports and URLs must be open to connect to BSN.Cloud or BrightSign Network. See this page for a list of ports and URLs that are needed by BSN.Cloud, and this page for a list of ports and URLs that are needed if you are using our legacy BrightAuthor and BSN software.

• Your may need to factory reset the player or reprovision the player with a new setup. To factory reset a player, see Factory Reset a Player and to reprovision a player, see Provision | Reprovisioning.

• Check the codec and file types of the content that you are using in your presentation to make sure that they are supported. This information can be found in the Additional Technical Topics section (Supported Audio Formats, Supported Image Formats, Supported Video Formats and Codecs, etc.).