digital signage support

Northeast Color is here to help you.

To get started, click on the “Submit a Ticket” box below and follow the prompts to create an account.

If you are having issues submitting a ticket, please call (603) 436-8210 and ask for Digital Signage Support.

FAQ

The most common cause of this error is the TV being set to the wrong input. To check this, press “Input” on your TVs remote and cycle through the available inputs. If you are still receiving this error, please check to ensure that the HDMI cables and adapters are securely seated.
If changing the TV input is unsuccessful and the cables are seated properly, try plugging the player into a different TV or monitor. If the media player displays on this second TV or monitor, your IT team will need to check the ports on the TV meant to display your digital content.
If you are unable to get the content to display on the different TV or monitor, please contact Northeast Color for further assistance.

If you have a multi-output player:

The most common cause of this issue is the TVs being installed incorrectly. To fix this issue, you will have to submit a request with the Northeast Color Digital Support team. Please note that resolving this issue requires rotating content which can take up to 2 hours to complete.

 

If you have a single output player:

The most common cause of this issue is the TVs being installed incorrectly. To fix this, plug a USB mouse into the USB port on the back of the media player. Click anywhere on the screen to bring up the toolbar across the bottom of the screen. Click on the “rotate” icon until the content is displaying correctly.

If you are unable to see the Android toolbar, double-click anywhere on the screen and select “Yes” on the prompt that comes up. Click “Settings,” and then select “Display”. Ensure the box for “show toolbar” is checked, and then try again. If you are still having issues, contact Northeast Color.

Some TVs will come with a Sleep timer and/or Auto sleep timer that are turned on. This is a setting from the manufacturer and can cause your TVs to shut off during the day. To fix this, use the remote that came with your TV to access the Menu, select the Sleep option, and check both the Sleep Timer and Auto Sleep Timer. Ensure both are set to “Off”.

Please note that some TV remotes activate multiple TVs. You may need to hold the remote up to the infrared eye dot on the individual TV you are working on.

If you are receiving this error, it means you are not connected to the internet. Northeast Color uses Teamviewer to remote access the media player during troubleshooting. If you are seeing this error, you must resolve any connectivity issues. You can do this by following the steps in the setup guide to connect to your ethernet or Wifi network. If you have connected to the internet and are still receiving this message from Teamviewer, please contact your IT team to check the internet connection.

This could be one of two issues: the aspect ratio on your TV is off, or the content needs to be adjusted. To start, use your TV remote to check the aspect ratio. It should be set to 16:9. If the aspect ratio is already set to 16:9 on EACH TV screen, please contact Northeast Color Digital Support.

Please note that if you have to contact Northeast Color to resolve this issue, it will require that your media player be on the internet.

If there is no secure Wifi network in your club, you must use an Ethernet connection or ask your internet provider to create a secure network for you. Northeast Color DOES NOT recommend using a public Wifi network. They are a security risk and the media player will lose the connection often, resulting in either a loss of content, or the inability to receive updated content.

The most common cause of this issue is an HDMI extender with no power or ethernet connection. You will need to contact your IT team and have them troubleshoot the extender behind the TV displaying the error.

Resources


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