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How to Contact Our Support?

  • Please try to describe your problem as precisely as you can.
  • Every little piece of information can help us detect the problem.
  • When you contact us about a problem, we will first ask for some basic information.
  • If you send us this information in your first email, your problem can be solved much faster.
  • It is also helpful to provide screenshots of what the device displays or videos of the problem.

Source of the Problem​

To determine the root cause, we will ask you about the problem.

Where did you experience the problem(s)?

  • Editor
  • Device
  • Server
  • Other (custom request, etc...)

Before contacting us, please check the following things to help us discover the root cause and fix problems faster.

  • Make sure the device is connected to the internet
  • Check if the device has the latest application version that your server provides
  • Try to unassign the content, clear the cache, and reassign it to ensure nothing is stuck on the device
  • Make sure you use the supported firmware version of the device
  • Make sure that you use a supported browser that is up to date
  • Try to force refresh the website (Ctrl + F5)
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If the issue still persists, then continue to the Description of the Problem section.

Description of the Problem​

To determine the source of the problem, we will ask you to provide a precise description of the issue.

If you have a problem with a device, we will ask for:

  • The name of the problematic device
  • The name of your client
  • The editor domain you are using (e.g., https://editor.wallboard.info)
  • A complete log file from the device

Nice to have informations​

  • WebView version
  • The application version the device has
  • Information about the model of the device (whether it is rooted or locked)
  • Whether the device is connected by Ethernet or WiFi
  • Exported content
  • Screenshots or videos of the problem

If you have a problem with our website, we will ask for:

  • The name and version of the browser you use
  • The editor domain you are using (e.g., https://editor.wallboard.info)
  • The name of your client
  • Which part of the website works incorrectly
  • F12 console log

If you have a problem with content, we will ask for:

  • The editor domain you are using (e.g., https://editor.wallboard.info)
  • The name of your client
  • The exported content
  • If the issue appears on a specific device, then device details and device logs

Description of the problem​

We also ask for a description of the problem:

  • What happened?
  • When did it happen?
  • For how long?
  • What is on screen?
  • Did anything happen before the issue appeared?
Here is an example of how you can provide us with the most information in your first email

Dear Support,

My "Device1" named device, under "Client1" client, on "editor.wallboard.info" server is restarting after 5 minutes of working.

The device is connected via Ethernet.
The model of the device is Beelink GT1 Ultimate.
The device is locked down, and its application version is 2.20.01.0.
You can find a log from the device in the attachment.
The name of the content assigned to the device is "Content1".

Best regards,

:::

Client Details​

Here is an outline on how to find and provide us with client details.

Your email should contain the following client details:

  • serverURL

  • Client Name

  • Content name

  • Client logs

  • F12 console log

  • serverURL: The editor domain you are using (e.g., https://editor.wallboard.info)

  • Client name: Click on the profile symbol in the top right corner to find the client name.

  • Content name: The name of the content where you experienced issues.

  • Client logs: Navigate to Settings > Logs, then Download CSV and send it to us.

What is the F12 Console Log?​

If you experience issues on our website, click on the page and press F12 on your keyboard. This will open the browser's debug window. Navigate to the Console and Network tabs. If there are red messages, take a screenshot and send it to us.

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If PowerBI does not show up in browser preview:

  • Open the preview by right-clicking on the content and selecting Preview in browser.
  • Press F12, navigate to the Console tab, and reload the page.
  • Take a screenshot of any red error messages.
  • Navigate to the Network tab and check for red lines indicating faulty requests.
  • Click on them and take screenshots of the Payload and Response tabs.

Device Details​

Here is an outline on how to find and provide us with device details.

Your email should contain the following device details:

  • Screen name
  • Device type
  • Firmware
  • Device preview
  • Application version
  • Device log files
  • Working hours
  • Daily reboot

How to Get Device Log Files​

If your device is online, navigate to Devices, select Details from the device's context menu, then click the log downloader button.

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If you see a modal with several log options, please select all to provide the most information.

Once the log has been successfully downloaded, please send us the .zip file.

Get Device Logs from offline devices​

If You Have Access to the Device On-Site​

  • Retrieve the device.
  • Connect a screen, USB keyboard, and mouse.
  • Insert a USB drive.
  • Find the Save log to external device option in the Application settings.
  • Save the logs to the USB drive and send them to us.

If You Have Access to a BrightSign Device On-Site​

  • Retrieve the device.
  • Remove the SD card and insert it into a computer.
  • Navigate to /wallboard/logs and download its contents.
  • Send the collected logs to us.

If You Have a BrightSign Player That is Online in the Diagnostics Server​

  • Access the diagnostic webpage using the device’s IP address (e.g., http://192.168.1.x).
  • Log in with admin as the user and the device's serial number as the password.
  • Navigate to the SD card tab, download the /wallboard/logs folder contents, and send them to us.
  • Also, navigate to the LOG tab and click DOWNLOAD LOG.

If You Have TeamViewer on a Windows Player​

  • Connect to the device remotely.
  • Navigate to C:\ProgramData\Wallboard and locate the wallboard.log file.
  • Send the collected logs to us.
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