Tips for the Fastest Support Response and Problem Resolution

Last updated: January 23, 2019

At BrightSign, the primary method of receiving free support is by submitting a support ticket online. We do also have a priority phone support service as well. You can read about it here: http://support.brightsign.biz/entries/22811939-Priority-Support

In order to get the fastest resolution to your problem with the least correspondence delay (back-and-forth), take the following tips into consideration when creating your support ticket.
The more information you provide up-front, the fewer follow-up questions we'll have to ask, and the quicker your problem can be solved.

ESSENTIAL Information

Without the information below, we will not be able to help you and your initial reply will just be more questions.  Links in this section will open in a new window so you can get more information while reading.

  1. Player model number
    Leave it blank if you cannot confirm what it is or you are unsure. It's better for us to know you don't know than give you advice that is incorrect or does not apply.
  2. Detailed description of your problem
    Good: "My XD232 was playing fine, then I published a new presentation from BrightAuthor 4.7.2.5 and now it no longer displays anything.  The red Error light is not blinking, and the player is not rebooting.  It is just displaying black."
    Bad: "I have a problem with my XD232."
    We know what model you have, but nothing about the problem you're having.  There is no way we can solve your problem without us asking more questions first.
    Worse: "Call me at 408 555 1212."
    We do have phone support options available, but even for phone support, it is still essential for us to know what your problem is about so we can get the appropriate resource(s) to speak with you.

What To Do

  1. Include as much information about what you're using as you have available.
    • Player model
      Check the label under the player, or the information screen it displayed when powered up without storage installed, the Diagnostic Web Server Info tab, or the Unique identifier listed on BrightSignNetwork.com (if the player is using BrightSign Network)
    • Player firmware version
      Check the information screen it displayed when powered up without storage installed, the Diagnostic Web Server Info tab, or the Unique identifier listed on BrightSignNetwork.com (if the player is using BrightSign Network)
    • Player serial number
      Check the label under the player, the information screen it displayed when powered up without storage installed, the Diagnostic Web Server Info tab, or the Unique identifier listed on BrightSignNetwork.com (if the player is using BrightSign Network)
    • If you are using BrightSign Network, what is your BrightSign Network network/account name?
    • If you're using a third-party CMS system like Appspace, Signagelive, Tightrope Carousel, etc - please check with their support first.
      Most times issues with third-party CMS systems are not hardware problems with the player, and the CMS provider knows how their system works the best.  If you have contacted their support and they referred you back to us, please indicate that.
    • If you're having a display issue, what is the Manufacturer and Model of the connected display?
    • If you're having a storage issue, what is the Manufacturer and Model of the storage card being used?
    • Are you using Power Over Ethernet?  If so, is it PoE Type I, or PoE Type II aka PoE+?
  2. Is this request a follow-up or in reference to an existing support ticket?
    Please provide the support ticket number.  This is especially important when submitting files or other assets via separate email so we can merge the information into the relevant ticket.
  3. Be certain about the information you provide.  If you don't know the exact model number or firmware version of the player, that's fine.  Don't select a random model or firmware version in the ticket properties if you're not sure, as incorrect information can lead us in the wrong direction and waste time.
  4. Describe the problem you're having in detail.  Don't make general statements like "it's not working" or "it's broken" - be specific about what isn't working or broken.  The more details you provide upfront, the fewer questions we'll need to ask and the faster we can reach a resolution.
    Bad: Player won't work.
    So-so: The player isn't showing output
    Good: The player isn't showing output and the Err light is blinking
    Better: The player isn't showing output and the Err light is blinking 10 times, pausing, then blinking 10 times again.
    Best: The player was fine after I configured it, but after publishing my presentation, the player isn't showing output and the Err light is blinking 10 times, pausing, then blinking 10 times again.
  5. Include available diagnostic information if possible.  The system log from the player's Diagnostic Web Server at http://REPLACE_WITH_IP_ADDRESS_OF_PLAYER/index.html Log tab is a valuable tool for us.  Download it and attach it to your support request if you can.
  6. If your problem is related to a presentation you are publishing, including a download link to a zip of the exported presentation will help us identify issues in your presentation or media more quickly.
    This article describes how to export a presentation from BrightAuthor:
    http://support.brightsign.biz/hc/en-us/articles/218067397-How-do-I-export-a-BrightAuthor-presentation-and-associated-content-
    Be sure to export to a separate folder and zip the folder into a single file and send a link to that.  It takes extra time for us to download individual files.
  7. If you have attempted your own troubleshooting, please tell us what troubleshooting steps you have taken in detail.
    For example, if your player won't power up and you have tested it with a known-good power supply from a working unit of the same model, please tell us this.  Knowing what tests you have already done and what their results were will let us jump straight to advanced troubleshooting or an RMA rather than spending time having you repeat tests that you have already done.

 

What to AVOID

  1. Don't assume we know who you are, what equipment you have, or what you're trying to do.  Your salesperson may very well know what you've been doing or have going, but we usually do not, and even if you do have ongoing communication with support, the agent who picks up your ticket may not be privy to the information shared previously.
  2. Be careful not to get stuck in the mechanics of how you think thing should work.
    Tell us what you're trying to accomplish and we may have a better solution to recommend.
    For example, if you need to play a video and trigger sending various commands during the video playback, it will be much more helpful to describe this need rather than asking us, "How do I add more than one Timeout event to a video?" because you can't add more than one Timeout event.
    Knowing what you want to accomplish would let us respond immediately with, "Use the Video Timecode event, you can trigger commands at specific times" as the best solution for this task.
  3. Avoid using relative terms like "the latest" or "the newest" - these things can change quickly.  Be exact.
    Bad: I'm using the latest software
    So-so: I'm using BrightAuthor
    Good: I'm using BrightAuthor 4.7
    Best: I'm using BrightAuthor 4.7.1.12
  4. Try not to combine multiple unrelated problems into the same ticket.  While we will do our best to address your issues, having a "laundry list" in one ticket increases the chances that we'll accidentally missing addressing one of the points or get confused.
    Of course if there are multiple problems with the same unit or presentation, that's perfectly fine to keep together as they're related and may even influence each other.
  5. Be wary of irrelevant comparisons.  Different devices have different capabilities, just as your PC might be able to play things your smartphone cannot, what plays on a PC often doesn't bear much relevance to what can play on the BrightSign player.
    This is especially true for HTML sites which often rely on near-limitless CPU and memory resources of a computer, whereas the BrightSign player is an appliance platform.
    Using a computer as a "sanity check" is a reasonable thing, however.  If something doesn't display on your PC, it is highly unlikely that it will play on the BrightSign player, but the reverse does not hold true - it playing on a PC doesn't say much about whether it will play on the BrightSign player.
  6. Please don't just enter contact information with "call me" or "I need help" without giving us more information.  We don't honestly know if we can help without knowing what the problem is, and if you pay for a callback we automatically get notified.
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