Troubleshooting BSN Connectivity Issues 

If you’re having trouble getting a BrightSign player to play content from the BrightSign Network (BSN), this FAQ will help you diagnose the problem:

Common Points of Failure

Issues can usually be broken down into one of these categories:

  • Non-network issues: The player may not have storage to write to, or its subscription may have expired.
  • No Internet access: This often caused by a DNS/port configuration issue on the local network. BrightSign players need access to the following URLs to successfully connect to BSN:
  • No access to a time server: Access to a time server is required for HTTPS.
  • Unable to create HTTP/SSL connections: Some local networks filter HTTPS traffic or attempt to install SSL certs on the player remotely.

Step 1: Determine BSN Account Visibility

Go to the Groups tab of the BSN WebUI (or the Manage > Status tab of BrightAuthor) and open the group to which the player is assigned.

  • If the player is present: The player can successfully connect to BSN, but is failing to download content. In this case, please send the Device Error Log to BrightSign Support. You can view the Device Error Log on either the BSN WebUI or BrightAuthor.
    • BSN WebUI: Select properties underneath the player and select the Advanced
    • BrightAuthor: Right-click the player and select Info. The Error Log field is located at the bottom of the window.
  • If the player is absent: The player cannot establish a connection to BSN.

Step 2: Use the BrightSign Network Connectivity Checker

If the player cannot establish a connection to BSN, download and run the BrightSign Network Connectivity Checker application (which can be found here) on the same local network as the player.

Click the Test BrightSign Network Cloud Accessibility button. This will ping all URLs required for communication with BSN. The test results will indicate if any URLs cannot be reached from the local network.

If any of the tests fail, you will need to configure your local network to allow access to the ports/URLs before proceeding.

Step 3: Send More Info to BrightSign Support

If all tests pass on the BrightSign Network Connectivity Checker and your player is still not connecting to the BrightSign Network, contact BrightSign Support and attach related network capture data. You can use the following methods to capture data:

  • Current Log Folder: The currentLog folder—located on the player storage—contains the system log, which includes information about attempts to reach the BSN content handler to download files.
  • DWS Log Tab: The Log tab on the Diagnostic Web Server should provide connectivity information if the player can’t reach BSN.
  • DWS Network Diagnostics: The Diagnostics tab on the Diagnostic Web Server features the Network Diagnostics can be used to confirm general Internet connectivity, though it cannot confirm BSN connectivity.
  • DWS Network Capture: The Diagnostics tab has a Network Capture feature, which provides more details about network operations.
  • DWS Download Speed Test: Use the Download Speed Test (located on the Diagnostics tab) to test the following URL: https://services.brightsignnetwork.com//Recovery/recovery_runsetup_ba.brs. This will determine if the player can communicate with BSN via HTTPS.
  • Device Setup: When performing Device Setup on the player, you can navigate to port 2999 on the player IP address and access the Console tab, which may contain errors that describe the point at which Device Setup is failing.
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