Player Troubleshooting FAQ

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 https://brightsign.atlassian.net/wiki/spaces/DOC/pages/404623943/Presentation+Settings#Audio.

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 in this FAQ.

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 FAQ for more information about supported formats and sizes.

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.brs, current-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.

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).

If your player is having trouble retrieving the time from a Network Time Protocol (NTP) server, it is likely that the firewall on the local network is blocking UDP communications. The Network Time Protocol uses UDP to communicate with time servers, and BrightSign players cannot route these requests through a proxy server like they can with HTTP/HTTPS communications. 

There are a few ways to fix this problem:

• Configure the firewall on the local network to allow NTP requests to pass through. The player will send NTP requests whether or not it is configured to use an HTTP/HTTPS proxy.

• Configure the player to use the HTTP Time Protocol (HTP), which can work through most proxies.

• Run an NTP server instance on the local network. Make sure the player is configured to use this NTP server in BrightAuthor:connected or BrightAuthor.

You can connect to a wireless network using a WS105, WS104, or WS103 wireless module.

BrightSign players support most commonly used wireless encryption formats: WEP (64 & 128), WPA (TKIP), and WPA2 (AES). WPA Enterprise is supported using EAP-TLS (with DER, PEM, or PKCS#12 certificates) and PEAPv0/MSCHAPv2 (with a username and passphrase). Wired authentication via 802.1x is also supported. 

See our documentation for WS105, WS104, and WS103 specs and installation instructions.

The wireless settings of a player are configured in Network Options in BrightAuthor:connected or in Unit Setup in BrightAuthor/BSN.

Also, any networked model that doesn't have a wireless module can use a wireless bridge (game adapter) connected to the ethernet port. 

Networked BrightSign players need to access certain ports and URLs. BrightAuthor:connected desktop client access requirements are described here, and BrightAuthor/BSN requirements are documented here.

Poor audio quality is normally caused by a problem with the file or bad encoding.

1. Try re-encoding the audio or video, or using a different application to encode the video.

2. If you're using high bitrate video (20Mbps or more), it's possible the flash card isn't fast enough to keep up. Try encoding at a lower bitrate.

3. If you are using MPEG-2 files, open your video using the Mpeg2VCR utility, and save it. Some videos have an uneven distribution of audio and video packets in the MPEG stream. This can cause audio drop outs, hiccups, or distortion. You can download a 30-day trial of Mpeg2VCR from Womble.

LED error codes are described in each player’s Theory of Operations page (for example, XT5 Theory of Operations). A red LED flashing 10 times indicates that a runtime error has occurred in the autorun.brs script.

Script errors can be caused by a problem with the content or a bug in the autorun script. To troubleshoot the problem:

1. Confirm that the Read-Only tab on the SD card is not in the locked position.

2. If the player is running an older OS version, download and install the current version from the Downloads page. You can determine the current OS version by powering up the player without an SD card (or a different storage device): The version will be displayed on the screen.

3. If you are using BrightAuthor:connected or BrightAuthor to publish presentations, download and install the current version from the Downloads page.

4. Verify that the SD/microSD card is formatted correctly. See this FAQ for more details.

5. If you are using the older autoplay.bsp or autoplay.csv format, an old autorun file or errors in the playlists can cause this error. 

This problem is normally caused by an incompatible video signal or a problem with the content. To debug this:

Check whether the issue is with the resolution of the presentation:

1. If you are connected using VGA, verify that the presentation is not using an HDMI-only resolution like 1920x1080.

2. If you are using HDMI/Component for output, please verify that your display is set to the correct input.

3. If the presentation is currently set for 1080p output, try different 1920x1080 settings (e.g. 1080p30), as well as 720p. 

4. If your presentation is set to 1080 at 29.97p, this mode might not be supported by your display even if it supports 1080p.

5. If you are using the VGA, try using 1024x768 first, then try other VGA resolutions.

If you still can't get the presentation to display, test whether the issue is with the video/image files in the presentation:

1. Transfer other content files that work with your player to the root folder of an SD/microSD card (without any other presentation or content files)

2. Insert the card into the player

3. Reboot the player.

If any red/yellow LEDs are blinking, check Interpret Flashing LEDs on a Player to see what the problem is.