TROUBLESHOOTING HYPERSIGN+

Resolve some common issues 

Troubleshooting Display Content

 

Powerpoint Not Transitioning

A PowerPoint Media Asset Will Not Transition

If your PowerPoint is not looping or transitioning, it's most likely because transitions aren't properly set up in the PowerPoint file.

Visit this helpful article to learn how to create PowerPoint transitions:
Create a Self-Running PowerPoint Presentation

Once you have the PowerPoint set up to transition:

Layout Content is Frozen

The Layout Content on My Device is Frozen or Not Updating

FROZEN LAYOUT CONTENT
Usually if your display layout content is frozen it indicates that the player device ran out of RAM and a simple reboot of the player device should resolve the problem.


NOT FROZEN, BUT LAYOUT CONTENT NOT UPDATING 
If the content is not frozen and simply not updating, then there is a chance that the player device is not connected to the internet, make sure the device is connected to the internet.

 

If this does not resolve the problem, you could try the following:

 

If you are still unable to resolve the problem, contact us.

Zoomed In/Not Fitting

The Layout Content Is Zoomed In or Does Not Fit On The Display

Is the player device a Windows player? 

YES - It is most likely the display scale settings. See FIX #1.

NO - It is most likely the display resolution settings. See FIX #2.

 

FIX #1

ON YOUR WINDOWS PLAYER DEVICE

  • Select the Windows Start button.

  • Select Settings > Ease of Access > Display. 

  • Scroll down to Scale and Layout

  • Under "Change the size of text, apps and other items" make sure it says 100%.

  • If it does not say 100%, that was the problem, select 100% from the dropdown.

  • Click Apply.

  • Restart your Windows player and relaunch Hypersign+.

  • Your layout content should no longer be zoomed in.

If that does not resolve the issue, continue to FIX #2.

 

FIX #2
If your player device is not windows OR the above did not resolve your issue on windows. It may be a resolution issue:

ON YOUR PLAYER DEVICE

  • Locate the Resolution of the player device:

    • Windows 10

    • Chromebox (coming soon)

    • Brightsign (coming soon)

  • Once you find the current resolution, write it down.

  • Relaunch Hypersign+.

 

ON ANOTHER COMPUTER OPEN HYPERSIGN+ WEB PORTAL

  • Open the Device Manager.

  • Locate the Player Device card for the device having the issue.

  • Check the Resolution for that device.

  • It should match the current resolution you wrote down.

  • If it does not match, that was the problem. Click the Edit button and change the resolution to match what you wrote down.

  • Click Save.

  • Click the Layout Icon for that device to return to the Layout Manager.

  • Publish the layout to that device.

  • Your layout content should now fit on the display properly.

 

If that does not resolve the issue, contact us.

Wrong Content Is Displaying

The Wrong Layout Content Is
Displaying On My Device

FIRST QUESTION: Is the layout content that is displaying actual content or just a black, white or gray screen?

  • Black, White or Gray Screen - Instead refer to:

  • Actual Content - There could be a number of reasons the wrong layout content is displaying on a player device, we recommend the very first thing you do is try re-publishing the layout content to that device and confirm the player device is connected to the internet before you proceed with the following troubleshooting.

    Continue to Second Question for more troubleshooting

 

SECOND QUESTION: Does the layout content on the display appear to be frozen?

 

THIRD QUESTION: Is your player device part of a player device group?

YES - See Instructions B.
I DO NOT KNOW - See Instructions A.
NO - Continue to Fourth Question for more troubleshooting.

INSTRUCTIONS A

  • Go to the Device Manager.

  • Click the Groups tab.

  • At the top right you will see two circles that say Unassigned and All, select All.

  • Scroll through the list of devices and locate the name of the player device.

  • When you locate it, look under the Current Group column, does it say "Unassigned"?

  • YES - Continue to Fourth Question for more troubleshooting.

  • NO - Continue to Instructions B.

 

INSTRUCTIONS B

  • Check the layout content for that device group.

  • Is the layout content for that device group, the content you are seeing on the display?

  • YES - This is the problem, to resolve: Remove that device from the device group if you want it to display its individual content instead of the device content.

  • NO - It's possible your player device is set up wrong.

    • Go to the Device Manager, locate the player device card.

    • Does the Content Override setting say "Player"?

    • YES - This is the problem, to resolve: Click Edit on the device card, check the circle next to "Group", click Save. The content should now be showing the group layout content as expected. If it's not continue to Fourth Question for more troubleshooting.

    • NO - Continue to Fourth Question for more troubleshooting.

 

FOURTH QUESTION: Have you cleared the cache on the player?
 

YES - Continue to Fifth Question for more troubleshooting.
NO - Continue to Instructions C.

 

INSTRUCTIONS C

  • Follow these instructions for clearing your player cache (coming soon).

  • The content should now be showing the group layout content as expected. If it's not continue to Fifth Question for more troubleshooting.

 

 

FIFTH QUESTION: Does this player device have a schedule running currently?
 

YES, but the content that is displaying IS NOT the scheduled layout content - Continue to Sixth Question for more troubleshooting.
YES, and the content that is displaying IS the scheduled content - See Instructions E.
I DO NOT KNOW - See Instructions D.
NO - Continue to Sixth Question for more troubleshooting.

 

INSTRUCTIONS D

  • Go to the Layout Manager.

  • Click the Schedule icon under the player device.

  • Click the Calendar View button.

  • Click Day to toggle only today's view.

  • Scroll down to the current time, is an orange block overlapping into the time slot?

  • YES - Continue to Instructions E.

  • NO - Continue to Sixth Question for more troubleshooting.

INSTRUCTIONS E

  • The scheduled content layout is the problem since it's overriding the device content layout, to resolve: Click the x in the top corner of the orange block to delete it OR double click the orange block to edit the schedule.

  • The content should now be showing the device content as expected. If not, try continuing to Sixth Question for more troubleshooting.

 

SIXTH QUESTION: Does this player device have alert layout content setup?

YES, but the content that is displaying IS NOT the alert layout content - Contact us for additional help.
YES, and the content that is displaying IS the alert content - See Instructions F.
I DO NOT KNOW - See Instructions G.
NO - Contact us for additional help.

 

INSTRUCTIONS F

  • Go to the Layout Manager.

  • Click the Alert icon under the player device.

  • Are there any Alert Triggers or Alert Streams with dates and layout icons next to them?

  • YES - Continue to Instructions G.

  • NO - Contact us for additional help.

INSTRUCTIONS G

  • Click the layout icon next to each of the alert triggers or alert streams.

  • Are any of the layouts you viewed what is currently displaying?

  • YES - The alert content layout is the problem since it's overriding all other content, to resolve you will need to deactivate the alert trigger:

    • Stream Trigger Deactivation: This alert was triggered by a stream, the stream currently shows an emergency is in place, only when the emergency stream shows all clear will the layout deactivate. Alternatively, add stream tags to specify which types of stream emergencies should trigger. For more info: How to set up emergency alert stream triggers.

    • Alert Trigger Deactivation: 

      • Soft Trigger - This alert was triggered with a tablet device, and that tablet

Display is Black

The Display Is Black

FIRST QUESTION: Is the screen 100% black or is there a white-frown in the middle?

  • White Frown - Instead refer to: The display is black with a white frown-face

  • All Black - There could be a few reasons this is happening, but before we begin you should double-check that the display and player device are both connected to power and turned on. Sometimes if they are plugged into a power strip which can accidentally get turned off, the display needs to be turned back on. Check these kinds of things before proceeding.

    Continue to Second Question for more troubleshooting.
     

SECOND QUESTION: Does this player device have an eclipse schedule running currently?
 

YES - See Instructions B.
I DO NOT KNOW - See Instructions A.
NO - Continue to Third Question for more troubleshooting.

 

INSTRUCTIONS A

  • Go to the Layout Manager.

  • Click the Schedule icon under the player device.

  • Click the Calendar View button.

  • Click Day to toggle only today's view.

  • Scroll down to the current time, is a blue block with a moon overlapping into the time slot?

  • YES - Continue to Instructions B.

  • NO - Continue to Third Question for more troubleshooting.

INSTRUCTIONS B

  • This is the problem because Eclipse sets the display black to conserve energy. To resolve you should delete the eclipse schedule: Click the x in the top corner of the blue block to delete it.

  • The content should now be showing the device content as expected. If not, try continuing to Third Question for more troubleshooting.
     

THIRD QUESTION: Is your player device part of a player device group?

YES - See Instructions D.
I DO NOT KNOW - See Instructions C.
NO - Contact us for additional help.

INSTRUCTIONS C

  • Go to the Device Manager.

  • Click the Groups tab.

  • At the top right you will see two circles that say Unassigned and All, select All.

  • Scroll through the list of devices and locate the name of the player device.

  • When you locate it, look under the Current Group column, does it say "Unassigned"?

  • YES - Contact us for additional help.

  • NO - Continue to Instructions D.

INSTRUCTIONS D

  • Check the layout for that device group: Is there an all black content layout published?

  • YES - This is the problem, to resolve: publish content to that device group or remove the device from the device group.

  • NO - Continue to Fourth Question.

 

FOURTH QUESTION: Given that this device is part of a device group, does this device group have an eclipse schedule running currently?

  • YES - See Instructions F.

  • I DO NOT KNOW - See Instructions E.

  • NO - Contact us for additional help.

INSTRUCTIONS E

  • Go to the Device Manager.

  • Click the Groups tab.

  • Click the Calendar Icon under the Device Group you're looking at.

  • Click the View Calendar button.

  • Click Day to toggle only today's view.

  • Scroll down to the current time, is blue block overlapping into the time slot?

  • YES - Continue to Instructions F.

  • NO - Contact us for additional help.

INSTRUCTIONS F

  • This is the problem because Eclipse sets the display group to black to conserve energy. To resolve you should delete the eclipse schedule: Click the x in the top corner of the blue block to delete it.

  • The layout content should now be showing the device content as expected, if not contact us for additional help.

White Frown Face

The Display is Black with a White Frown Face 

Usually if your display is black and showing a white frown-face it indicates that the player device ran out of RAM and a simple reboot of the player device should resolve the problem.

If this does not resolve the problem, you could try the following:

 

If you are still unable to resolve the problem, contact us.

White Display

 

The Display Is White

Usually if your display is all white it indicates that there is a network issue on your player device, to resolve this issue make sure the device is connected to the internet.

 

If this does not resolve the problem, you could try the following:

 

If you are still unable to resolve the problem, contact us.

Grey Display

The Display Is Grey

Usually if your display is all gray it indicates that the player device ran out of RAM and a simple reboot of the player device should resolve the problem.

If this does not resolve the problem, you could try the following:

 

If you are still unable to resolve the problem, contact us.

Taking Too Long to Update

The Display is Taking Too Long to Update With Published Layout Content

If a device is taking a long time to update with layout content, it is usually due to the polling interval being set too high.

The polling interval is how often the player device checks the Hypersign+ server for content updates and changes. By default, the polling interval is set to 15 seconds on a new player device. If a player is going to be used for emergency alert content we recommend a polling interval of 3 seconds.

Edit the polling interval to a smaller number, here is a helpful "how to" article: 
How to edit an existing player device


If changing the polling interval still did not resolve the issue, it may be a slow network issue, in which case you will have to check your internet speeds for that device.


Feel free to contact us for more assistance.

Clearing The Cache

 How to Clear The Cache on a

Player Device

Simply clearing the browser cache on a player can resolve a lot of visual issues you may be experiencing on your display, follow the instructions on the player device:

  1. First, this will require a keyboard to be connected to the device.

  2. Close the Hypersign+ app by clicking Shift + X on the keyboard.

  3. Open the Chrome web browser.

  4. From the Menu button  in the upper-right corner of the Chrome window, choose More Tools > Clear browsing data…

  5. Select All time from the Time Range drop down menu.

  6. Make sure Cached images and files is checked, and anything else you wish to clear.

  7. Click the Clear Databutton.

  8. Relaunch the Hypersign+ app or simply restart the player.

Troubleshooting Software

Hypersign+ Looks Wrong

The Hypersign+ Web Portal Looks Wrong or Distorted

This can occur after we release a new update and your web browser has cached data from the previous version. Simply clearing your browser cache usually resolves this issue quickly, follow the instructions for the browser type you are using on your computer.

Read this article for assistance: How to clear the cache on your browser

Password Reset

How Do I Reset My Password?

Click Forgot Password where you enter username and password at the login screen.

 

You should then get a popup box asking for the email address associated with your account. You will also be prompted to solve a basic math equation to make sure you are not a bot. Once you have entered your email address and solved the math problem press submit. 

 

You will then get a popup box saying an email has been sent to the address you provided and to follow the instruction in the email to reset the password. 

Next you will need to login to your email associated with your Hypersign account and locate the password reset email. 

 

Open the email and click the reset password button.

 

Now you will be prompted to enter a new password. Once you enter the new password twice you will press submit.

 

Finally you will get a popup stating the password for the email address was successfully reset. Press ok to login with your new password. 

Clearing Browser Cache

How To Clear The Cache On
Your Browser

Simply clearing your browser cache can resolve a lot of visual issues you may be experiencing in the Hypersgin+ web portal, follow the instructions for the browser type you are using on your computer:

GOOGLE CHROME

  1. Close the browser tab/window you're using the Hypersign+ web portal in and open a new one.

  2. From the Menu button  in the upper-right corner of the Chrome window, choose More Tools > Clear browsing data…

  3. Select All time from the Time Range drop down menu.

  4. Make sure Cached images and files is checked, and anything else you wish to clear.

  5. Click the Clear Data button.

  6. Re-open the Hypersign+ web portal, and any distortions should be resolved.


MOZILLA FIREFOX

  1. Close the browser tab/window you're using the Hypersign+ web portal in and open a new one.

  2. Click the menu button  and select Preferences.

  3. Select the Privacy & Security panel.

  4. In the Cookies and Site Data section, click Clear Data…                                                    

  5. Remove the check mark in front of Cookies and Site Data, unless you would like to clear that data too.

  6. With Cached Web Content check marked, click the Clear button.

  7. Close the about:preferences page. Any changes you've made will automatically be saved.

  8. Re-open the Hypersign+ web portal, and any distortions should be resolved.

2018-04-29-04-08-27-fabea4.png

 

SAFARI

  1. Close the browser tab/window you're using the Hypersign+ web portal in and open a new one.

  2. Click on the Safari drop-down menu and select Preferences

  3. Click the Advanced tab. Select the Show Develop menu in menu bar checkbox and close the Preferences window.

  4. Select the Develop drop-down menu. Click Empty Cache.

  5. Re-open the Hypersign+ web portal, and any distortions should be resolved.

mceclip0.png

 

INTERNET EXPLORER

  1. Close the browser tab/window you're using the Hypersign+ web portal in and open a new one.

  2. Select Tools (via the Gear Icon) > Safety > Delete browsing history...

  3. Make sure to uncheck Preserve Favorites website data and check both Temporary Internet Filesand Cookies then click Delete.

  4. You will get a confirmation at the bottom of the window once it has successfully cleared your cache and cookies.

delete_browsing_history.png

ie9_delete_browsing_history.png

 

WINDOWS EDGE

  1. Close the browser tab/window you're using the Hypersign+ web portal in and open a new one.

  2. Select the Hub icon (three horizontal lines at top bar in front of a star), click the History menu option, and then click Clear history.

  3. Select "Cookies and saved website data" and "Cached data and files". After the two are marked click Clear.​

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