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BrightSign Troubleshooting

  • Updated

Troubleshooting Information and Guided Steps

Troubleshooting BrightSign players typically requires access and knowledge of both the BrightSign management software (either through the desktop application brightAuthor connected or your web browser on bsn.cloud). BrightSign operating system upgrades can only be completed using BrightSign software. Carousel Cloud app updates can only be done through the Carousel Cloud web interface.

  1. Restart the BrightSign player

  2. Ensure the BrightSign player is connected to your network

  3. Verify that the BrightSign player has storage space available

    1. You can check available storage space by going to bsn.cloud>Network>Click the 'gear icon' for the player>Storage

  4. Make sure the BrightSign player is running the latest version of BrightSignOS

    1. The most recent version is listed on this BrightSign page in the ‘BrightSignOS’ container

    2. BrightSign - Update Process

  5. Make sure the Carousel Cloud app on the BrightSign player is fully up to date. Updating the Carousel Cloud app will restart selected players.

    1. You can check to see if the app is updated by going to Configure>Players>Dedicated Players>Looking for a message in the top part of the screen telling you of an update. If you need to apply a Carousel Cloud app update, the instructions are below

      • Log in to Carousel Cloud

      • Click on the gear in the upper-right corner

      • Click on 'Configure'

      • Select ‘Players’

      • Choose ‘Dedicated Players’

      • Under ‘Show/Hide Columns’

      • Check 'Version'

      • Select the particular player/s you want to update

      • Click on the ‘Action’ menu

      • Choose ‘Update players’

  6. Verify that the bulletin type or function you’re trying to use on the BrightSign player is supported in Carousel Cloud

    1. Supported Carousel Cloud Features

  7. Watch for and record any error messages on the connected display when the BrightSign player is powering on

  8. Obtain BrightSign player logs

    1. BrightSign - Get Player Logs

  9. Reprovision the BrightSign player

    1. BrightSign - Provisioning

  10. Factory reset the BrightSign player

    1. BrightSign - Factory Reset a Player

    2. This step will force you to:

      • Re-register your BrightSign as a player in the Carousel Cloud web interface

  11. If you’re not the Carousel Site Admin for your organization, you may need to reach out to those individuals within your organization to assist with additional troubleshooting steps as needed

  12. If you are still stuck at this point, please gather the following information and then submit a support ticket to us as follows:

    1. Data Gathering

      1. Carousel Cloud Player app version

      2. BrightSign operating system version

      3. BrightSign player make and model

    2. Let us know which steps you have performed and which step you are stuck on

    3. Submit a support ticket with the data you just collected using this Carousel Cloud link.

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