OptiSigns Pro Player - Hardware Troubleshooting Guide

If you are experiencing black screens, the device not pairing, 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.

Networking: (This is the most common issue)

  • This test will resolve most of the networking issues:
    • Plug-in USB Keyboard & Mouse to set, and change the Wi-Fi network
    • Try mobile hotspot
    • Try a different network (bring the device home or to another location)
  • Another networking check:
    • Plug in the Ethernet cable to make sure the device is working fine with the network
    • Check internet connection - open the terminal window and run "ping api.optisigns.com" to make sure the device can connect to our servers. Without connection device cannot receive files, content updates
    • If you have firewalls, make sure our servers are whitelisted.

Check power cables, HDMI & TV connections:

  • Check devices are powered on and the LED light on the power button is on
  • Try a different HDMI port on your TV
  • Try a different TV, Monitor

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
  • Follow the networking section to make sure the device can connect to our servers.

Screen color distortion:

  • Try different HDMI cables, ports, and TVs.
  • Sometimes the TV could communicate different color profiles to the device and cause color saturation, you can go to Settings->Color and change the color profile to sRGB or follow the instructions to change the color profile using the command line. 

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.