OptiSigns Android Device - Hardware Troubleshooting Guide

If you are experiencing black screens, the device not powering up, not connected to the network, etc. Please follow the steps below for troubleshooting, it commonly resolve 90%+ of the issues.

For software, playback issues please refer to this guide.

Check power cables & connections:

  • One of the most common causes of device stability is not using provided power adapters & cables.
    TV’s USB ports do not have sufficient power to stably run the device for extended periods.
  • Check that the device is powered on and there’s a blue or white LED light in the middle of the device.

HDMI & TV connection:

  • Try a different HDMI port on your TV
  • Try to connect the device directly to the TV without an HDMI extender
  • Try a different TV, Monitor

Networking:

  • This test will resolve most of the networking issues:
    • Try mobile hotspot
    • Try a different network (bring the device home or to another location)
  • Another networking check:
    • Plug in an Ethernet cable if an Ethernet port available on your device
    • Check internet connection - open side menu → Troubleshooting. Check to see if the device is connected to our servers. Without connection, the device cannot receive files, content updates
    • If you have firewalls, make sure our servers are whitelisted.

The device is on, but starts playing black screen:

  • Check to make sure the Device is not in the OnHold folder - sometimes you may not have enough licenses on your account when ordering devices so your device is in the OnHold folder.
    • Remove unused devices or increase your subscription and move your device out of OnHold
  • Check to make sure there is a playlist or other content assigned to your screen

Remote Controller issues:

  • Ensure batteries are installed in the remote controller, try fresh batteries.
  • Use the Mobile Admin app to set up Wifi or as a remote
  • Try plugging in a USB keyboard, and mouse to control the device

Factory Reset:

Lastly, you can try Factory Reset the device.

 

RMA Process:

Please try to go through and check the above common troubleshooting steps before submitting an RMA.

Devices will be tested in the RMA process, and if it's working normally, the customer will be charged restocking fees.

  • The device is within 12 month warranty period.
  • Fill out this RMA form (with proof of purchase in the last 12 months)
  • RMA request is reviewed within 3 business days
  • New device shipping 3-5 business days to most places in the U.S
  • Return the old device within 30 days

You can submit an RMA request here.