Player Troubleshooting FAQ

 

Why is playback failing when playing multiple audio and video files?

If you are trying to play multiple audio and/or video files simultaneously, playback might fail if the files use differing audio sampling rates. Ensure that all audio and video files use the same audio sampling rate (for example, 44.1KHz or 48KHz).

Some player models allow Mixed Audio PCM or Mixed Audio PCM / Compressed audio settings, which allow you to mix different audio sampling rates. See Presentation Settings | Audio.

Why is my image or video distorted, playing too fast, or not displaying properly?

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 on 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).

Why am I getting a"Please Insert Card" message when I boot the player?

To troubleshoot this issue: 

  1. Check that the card is inserted properly into the SD card slot (you should hear a click).

  2. If this is a new card, ensure that it is formatted as exFAT or FAT32.

  3. Try a different brand and/or size card. We recommend using BrightSign approved cards.

  4. If you are using the Standalone publishing method, verify that you published the presentation files (autorun.brscurrent-sync.xml, etc.) to the root of the SD card ("SD:\").

  5. SDXC cards do not work on HD110, HD210, HD410, HD810 or HD1010 players.

  6. SDHC cards do not work on HD2000 players.

Why is the VGA Output discolored?

A loose or damaged VGA cable or an incorrect resolution setting in the presentation can cause this. To fix it:

  1. Check that the VGA cable is securely fastened to the connector on the player and the display.

  2. Verify that the Screen resolution of the presentation is set to a VGA resolution. You can set the Screen resolution in BrightAuthor:connected in Presentation > Layout Settings and in BrightAuthor in File > Presentation Properties > Main.

  3. Test with a different VGA cable.

  4. Test with a different display.

  5. Test with a different BrightSign player (if available).

Why is the player clock not working?

Networked BrightSign players synchronize their internal clocks with the BrightSign time server (http://time.brightsignnetwork.com) or can be configured to retrieve the time from an HTTP server during setup. If a home or small office router is being used as a switch and DHCP server and does not provide internet connectivity, it cannot determine the time and may provide an error page in response to the HTTP request. A player attempting to retrieve the time from this server will instead get an incorrect time from the redirect page. This can cause problems with schedules, events, and clock/date displays. Severe problems can occur if the router causes time to move backward on the internal player clock.

This issue may also occur with some router models when they lose internet connectivity, even if they are not being used as a network switch. If you cannot change the switch/DHCP configuration of the local network, disable the time server requests.

To do this in BrightAuthor:connected:

  1. Go to the Admin tab

  2. Edit the existing Setup in Setup Library (or create a new Setup if you prefer)

  3. Under Network Configuration, select Include network configuration and Network Options.

  4. In the Player tab, remove the URL entered in the Time server field so that it is blank.

  5. Select Done and Save Setup. Apply this Setup to the player.

To do this in BrightAuthor:

  1. Go to Tools > Setup BrightSign Unit.

  2. Locate the Time server field under Network Properties.

  3. Remove the URL entered in the Time server field so that it is blank.

  4. Specify other player settings in the BrightSign Unit Setup window as desired.

  5. Click Create Setup Files to publish the files. Apply this Setup to the player.

Why can’t my player set the time using NTP?

Can I connect my player to a wireless network?

Do I need to change my firewall so my player can connect to the Internet?

Why is the audio quality poor?

The red error LED flashed 10 times on my player. How do I fix it?

Why is there no display even though the player power light is on?

Why is my 1280x800x60p video dropping frames?

Why is the red error LED on the player flashing three times?