BSN, BSNEE & BSN.Cloud Troubleshooting FAQs

USERNAME

Your BSN.Cloud and BrightSign Network username is your email address. If you are using plus-addressing to create a different email address that goes to the same inbox, be aware that each username is different to the system. Check your email for messages from BSN.Cloud (the sender will be noreply-brightsign@brightsign.biz) and check the To: field for the correct username.

PASSWORD (BSN.Cloud)

1. In BrightAuthor:connected or BSN.Cloud, click Connect to BSN.cloud on the upper right

2. In the Sign In window, select Forgot Password.

3. Enter your email address and Submit. An email should arrive shortly from noreply-brightsign@brightsign.biz with a link to reset your password, so be sure to add that email address to your whitelist or contact list to ensure it does not go into spam/junk/quarantine.

PASSWORD (BrightSign Network)

As long as you have your username and network (account) name, you can use Forgot Password to get a new password. If you are a user on multiple networks, any of those network names will do - your password is the same for all BrightSign Network networks. The email will come from noreply-brightsign@brightsignnetwork.com so be sure to add it to your whitelist or contact list to ensure it does not go into spam/junk/quarantine. Do not include the trailing period from the new password, and make sure there are no leading or trailing spaces.

If you cannot access the email address associated with the account and you do not have any other administrators on the account that can set up a new user login, see this article.

If you move a player from one group to another in the BSN Web UI and either or both groups do not have a presentation scheduled, the move will fail to apply. The player will look like it moved, then shortly thereafter will pop back up in the original group. Make sure presentations are scheduled on both the source and destination groups before trying to move the player.

If the player status indicator is red and the player won't stay in the group you moved it to, but the player is connecting normally, then the player may be having trouble downloading the current-sync.xml file (i.e. the BSN sync spec) for the new group. To fix this:

1. If the unit is automatically going to the “Unassigned” group, temporarily publish a project to the “Unassigned” group. Once the player successfully downloads this project, you can move it to the proper group.

2. Verify there’s a project published to the group you are trying to move the player into.

3. Try sending a Recovery command to the player in BrightAuthor:

   1. Go to the Tools > Advanced menu.

   2. Select the Control tab.

   3. Paste or type in the serial number of the player. This number can be found by navigating to Manage > Status, right-clicking the player, and selecting Info--the serial number is listed in the Unit ID field or by looking on the bottom of the player.

   4. In the Action drop down menu, select Recovery - don't reformat.

   5. Select Add Action.

This error occurs when the player cannot reach the BrightSign Network servers during the setup process. The initial setup process instructs the player to download a setup file (also known as a "recovery" file) from the BSN servers. If the player cannot download this setup file, it will flash the Err and Pwr LEDs and reboot after a few moments. This process will repeat until the player can establish a connection to the BSN servers and download the setup file.

To troubleshoot this problem, you will need to resolve the connectivity issue between the player and the BSN servers. These are common connectivity issues:

No Internet access

You can perform Network Diagnostic tests to determine if the player has general Internet connectivity. There are two ways to perform these tests:

• Create the setup files again in BrightAuthor or the WebUI and enable Network Diagnostics: Click the Advanced Network Setup button, navigate to the Diagnostics tab, and check Enable network diagnostics. Make sure to check the Test Internet Connection box, as well as the Test Ethernet and/or Test Wireless boxes, as well.

• If you enabled the Diagnostic Web Server as part of the initial setup process, you can use it to perform Network Diagnostics. Navigate to the Diagnostics tab and click Run under Network Diagnostics.

The DNS servers cannot resolve the BSN servers

The BrightSign Network servers are located on an Amazon S3 instance. If your provider cannot resolve these addresses, try configuring your network to use the Google Public DNS by setting the DNS addresses to 8.8.8.8 and 8.8.4.4.

Proxy or firewall issue

A network proxy or firewall may be blocking calls to the BrightSign Network servers on Amazon S3. See this list of ports and IP addresses that should be allowed.

SSL or HTTPS issue

The initial setup step requires a secure call to the BSN servers. This call will fail if there's a certificate issue on the network or if a proxy server on the network is rejecting secure calls.

The player cannot reach the default time server

The player uses a BSN-based time server to set its time and date. Even if you set a different Time Server during the player setup process, the player must use the default time server the first time it checks in with BSN. This issue is caused by a firewall blocking HTTP time (HTP) calls or, if the player has been configured to use NTP, calls on UDP port 123.

This error is caused by one of the following:

• The target network does not have a “Trial” or “Content”-Level subscription (see the “How can I buy subscriptions for BSN.Cloud or BSN.com?” FAQ to purchase subscriptions). To see the player subscription status either:

  • Check the Subscription Information in the Dashboard page of BrightAuthor:connected

  • Go to the Manage > Status window in BrightAuthor

  • Go to the Groups page in the BrightSign Network WebUI and click the properties of the player.

• The player serial number is not registered

• The network name does not exist

• The player has a suspended subscription or does not have subscription and there are no available subscriptions in its current network

• The player cannot communicate with the AWS servers that host the BSN or BSN.Cloud. A proxy server, firewall, or some other kind of network filter can intercept outbound traffic, blocking a BrightSign player:

  • See this page for a list of ports and URLs that need to be open for BSN.Cloud.

  • See this page for a list of URLs and ports that need to be open for BSN.

  • In BrightAuthor or BrightAuthor:connected, you can test connectivity in the Diagnostic Web Server (DWS):

    1. Open the DWS and select the Diagnostics tab.

    2. Click the Run button under Network Diagnostics to run a network test and verify that the player can connect to the internet.

Uploads can fail for a variety of reasons (connectivity issues, file problems, permissions issues, etc.). Sometimes, just trying again will resolve the problem. Otherwise:

• Verify that none of the files used in your project have been moved or renamed.

• Test your internet connectivity

• Try logging into your BSN account from another computer.

• Make sure that necessary ports and servers aren't blocked on your network - see BSN Ports and URLs for Players and Software

• If you are uploading from a browser, you may be using an unsupported web browser. We recommend using Chrome with the BSN Web UI.

• You may lack permissions for content upload. Verify which role your user belongs to.

If you still can’t resolve this issue, find the eventlog.txt file on your computer (see this page for more information) and send the log to support@brightsign.biz.