Know if a Player Needs Repair or Replacement (RMA)

Follow the below steps to determine if your BrightSign player is non-operational. If a non-operational player is still within warranty and was purchased directly from BrightSign, we will provide a replacement unit at no charge.

Before submitting an RMA form, the player should be troubleshooted for common and/or easy-to-fix problems.

LEDs

All players have at least one LED indicator (most players have several) which indicate various player states.

No LEDs On

If none of the LEDs are lighting up when power has been connected to the player, try these steps:

  1. Plug the power supply into a different wall socket.

  2. If possible, replace the power supply with a known working one.

  3. If you are using PoE (Power over Ethernet), try using the standard power supply instead. If the player powers up, then the fault is likely with the Ethernet port, Ethernet cable, or network PoE infrastructure.

Flashing Red/Yellow LEDs

If the red and/or yellow LEDs are flashing, visit this page to learn what the error code means. If the error code indicates a problem with the system software on the player (typically, red error codes 2, 4, 5, 6, 9, 12, 13, 14), follow these steps to recover the player:

  1. Factory reset the player.

  2. Reinstall the OS in Safe Mode.

  3. Test playback using sample videoimage or audio content that is known to be compatible.

Pwr LED On Without Flashing Red/Yellow LEDs

For LSx22 players, this is the same as the single Pwr LED being on and not flashing.

  1. Factory reset the player.

  2. Test playback using sample videoimage or audio content that is known to be compatible.

  3. Remove any storage devices (microSD card, USB drive, SSD/MSATA drive) from the player and power up the player. After a few moments, the BrightSign logo and player information should be displayed on screen.

  4. Try swapping the HDMI or VGA cable and monitor for ones that are known to work.

Interfaces

Sometimes, the problem may be with a specific interface of a player such as the HDMI port or Ethernet connector.

HDMI Port

  1. Check HDMI cable for any signs of damage. If damage is evident, replace with a known good HDMI cable.

  2. Check the display to verify that the player is connected to the correct HDMI port and that the correct HDMI port has been selected for display.

  3. Power the player on without a microSD card and confirm that you can see the MAC address, serial number, and OS version.

  4. Confirm that the display is able to correctly output a signal. Does the display work with any other video source?

Ethernet Port

  1. Check the LEDs on the Ethernet port. If a link has been established, the Ethernet port’s green LED should be on.

  2. Check the Ethernet cable for any signs of damage. If damage is evident, replace with a known good Ethernet cable.

  3. Check the Ethernet switch. Does another port on the switch work? Are there any blinking lights?

  4. If the player is powered through PoE, check with conventional adapter and use a non POE port etc.

USB Port

  1. Does using the same USB cable on another device, BrightSign player or otherwise, work?

  2. Does a similar project work on another player? Did it work in the past?

microSD Card Slot

  1. Are the cards in a supported format?

  2. Have other cards, ideally cards that are known to be good, been tried on the player?

  3. Check that the RESET and SVC buttons are slightly protruding. In rare instances, one or both of these buttons can get stuck in a continuously depressed state.

Quick Play

The Quick Play troubleshooting test can help uncover the following issues:

  • Script errors that result in the player getting stuck in a continuous reboot cycle.

  • HDMI display issues such as video mode / resolution errors or scheduling errors that are caused by the presentation rather than the hardware (i.e., HDMI cables, the display, etc.).

  • Unsupported media.

To help eliminate these as possible causes, follow the Quick Play instructions below:

  1. Download sample videoimage or audio content for your player. The sample content in the links provided are known to play properly on BrightSign players. You can use your own content as well, but first make sure that your content is supported on BrightSign players.

  2. Make sure the microSD card is empty and properly formatted.

  3. Place the content on the root folder of the microSD card (e.g. "SD:/").

  4. Turn off the player by unplugging the power adapter (or Ethernet cable if the unit is being powered by PoE).

  5. Insert the microSD card into the player.

  6. Turn on the player by reconnecting the power.

  7. When you see the purple welcoming screen, press and hold the SVC button for 2 seconds to instruct the player to skip to playing the content. The content should begin playing after a few moments.

Content files on a microSD card will play in alphabetical order in a continuous loop.

RMA

If the above steps do not resolve the issue, the player may require repair or replacement. Download and complete the RMA form attached at the bottom of this page and send to support@brightsign.biz.

After we receive the completed RMA form, we will forward it to the RMA team, who will determine if your player is under warranty and if it is eligible for replacement.

Important RMA Notes

Following these guidelines will help expedite your RMA.

  • Complete one form per player.

  • Ensure that you include the fault and troubleshooting steps carried out for the player on the form.

  • The RMA form should be submitted as an Excel file (.xls or .xlsx). Submitting in another format may delay processing of your RMA.

  • DO NOT send a player without first receiving a RMA number from BrightSign. Your RMA will not be processed without an RMA number.

  • ONLY send the player and power supply to the address indicated on the email confirmation issued for that specific RMA.

  • DO NOT include any accessories other than the power supply. Do not send additional cables, microSD cards, etc. Only return the faulty player and power supply.