Troubleshooting Digital Sign Issues

Issue

If a digital sign isn’t behaving as expected, a few quick checks often get things back on track.

Solution

  • Check Power: Confirm the digital sign has power. For locations using an Apple TV make sure to check the power for both the Apple TV and the TV/Display.
  • Check Source: For locations using an Apple TV verify the correct input/source is selected on the TV/Display, and the brightness settings are appropriate for the environment.
  • Check Cables: Confirm that any power, data, and/or video cables are firmly seated into both the sign, and any applicable display or outlet.
  • Restart the Device: Restarting the hardware if content gets stuck on a loading screen. This clears locally cached information and allows the device to fetch fresh content from the TrilbyTV system
  • Check Content Moderation: New videos or slides will not show if they aren't approved. Login to the TrilbyTV system and check the Content Feed, and make sure the green vertical bar (indicating it's awaiting approval) has been cleared.
  • TrilbyTV Player Code: Occasionally after an update to the TrilbyTV application a new player code will be generated, instead of reusing the existing code. When this happens the sign will not display any content until the new player code is applied. This can be resolved by submitting a Digital Signage ticket specifying the location (e.g. BMH 100L1) and providing the player code displayed on the sign.

If you are still experiencing issues submit a Digital Signage ticket, please make sure to specify the location (e.g. BMH 100L1, ECB 203, etc.) and the symptom (e.g. device is displaying blank screen, etc.). Depending upon the circumstances many issues are usually resolved within a business day after being reported.

Need more help?

For support, requests may be submitted anytime using the appropriate Digital Signage form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page.

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