1 Troubleshooting and FAQ
Screen Display
| Symptom | Likely cause | Fix |
|---|---|---|
| Black screen, no signal | Power, HDMI or input source issue | Check power, HDMI cable, monitor input; try another cable |
| Screen frozen on the last frame | Publishing program abnormality | Power-cycle; contact the supplier if unchanged |
| Screen shows a terminal interface | Display abnormality | Power-cycle; contact the supplier if it persists |
| Picture present but content stale | Network drop or push failure | Check network and address; use "Push to Screen"; else contact the supplier |
| Whole-screen flicker | Display abnormality | Record frequency and context, then contact the supplier |
| Screen won't wake after blanking | Always-off mode, or wrong working hours | Switch to "Always on" or "Automatic"; check working hours |
| Screen shows "no signal" | The monitor's own standby message | Restore output and check HDMI |
Web Page and Account
| Symptom | Likely cause | Fix |
|---|---|---|
| Management page won't open | IP changed, different subnet, device not booted | Use the new address on screen; check the network; power-cycle |
| Page redirects to initialization | Not initialized, or account reset | Create the account as prompted |
| Page redirects to login | Session expired or not logged in | Log in again |
| Wrong username or password | Typos or a changed password | Mind case; contact the supplier if lost |
| Error after an edit | Network drop or input over limit | Check the network; keep numbers within 512 characters |
| Concurrent edits overwrite each other | Single-account mode, shared login | Agree on edit times; change the password if needed |
Network
| Symptom | Likely cause | Fix |
|---|---|---|
| Screen enters the setup view | Device offline | Attach a USB keyboard for on-site setup, or plug in a cable |
| Wi-Fi connection fails | Wrong password, weak signal, router limits | Re-enter the password; move closer; check DHCP |
| Old address dead after a Wi-Fi switch | Device got a new IP | Read the on-screen notice and use the new address |
| Phone online but device unreachable | Phone on cellular or another subnet | Join the same LAN Wi-Fi |
| Neither wired nor wireless works | Port, router or address-pool issue | Check port lights, router DHCP and the address pool |
Content and Animation
| Symptom | Likely cause | Fix |
|---|---|---|
| Missing-background notice | The stored background file is gone | Choose or upload the background again |
| Number vanished after a day | Auto-cleanup rule | Normal behavior; store long-lived content elsewhere |
| Long number shows partially | Regular numbers clip | Enable "Scrolling Marquee" |
| Marquee doesn't scroll | Animation off, overridden by shake, or number taken | Check the switches and the number's state |
| Shake doesn't work | Mutually exclusive with the marquee | Turn the marquee off before enabling shake |
| Font differs from the canvas | Missing font or page cache | Check the font; hard-refresh with Ctrl+F5 |
| Background upload fails | Wrong format or size | PNG/JPG, up to 5 MB per image |
| Font upload fails | Wrong format or size | TTF/OTF, up to 10 MB per file |
Troubleshooting Order and Contacting Support
Troubleshoot in this order:
- power, HDMI cable and monitor input source;
- whether the device is online and whether the address changed;
- hard-refresh the browser and confirm the login state;
- click "Push to Screen";
- power-cycle;
- contact the supplier.
Before contacting support, prepare:
- device model and software version;
- device IP and whether the management address opens;
- symptoms, timing and reproducibility;
- recent upgrades, network or hardware changes, layout edits;
- photos or a screen recording.
Never send account passwords. Keep local copies of important assets.
Technical support typically covers:
- software upgrade packages and release notes;
- device replacement and data migration;
- display, network and unrecoverable publishing faults;
- bulk delivery and usage consulting.
Remote assistance needs the device online with a reachable management address and on-site cooperation. For data recovery, device replacement or system settings, confirm with the supplier first.