Digital Signage Support

Software Tutorials, Hardware Fixes, Helpful Tips

SUPPORT VIDEO LIBRARY

Learn how to set up your media player and fix common support issues.

COMMON TROUBLESHOOTING

This is our most common support issue and all it means is that your player has lost its internet connection. You can double-check this by logging into your account through our reporting tool to see the last time the player was updated.

1. To resolve this, you need to access the ‘Settings’ menu from the main Android desktop. (The easiest way to return to this dashboard from within the signage app is to right click or press ESC a few times. From ‘Settings’, turn your WiFi off and on or re-enter your password to reconnect.

2. This quick fix should resolve most caching problems. If it does not, please double check your router is working on other devices before contacting us direct on 02380 981110.

3. Another possible solution is clearing the cache on the player. From the player app ‘Settings’, you will find ‘Cache Control’ under the heading “Advanced”. Select ‘Clear Cache’ before reloading the signage app and pressing ‘GO’ to retrieve content. We have a support video above showing how to do this.

Good news! This is a really simple fix as the ‘Players’ tab has just not been configured correctly.

1. From the ‘Screens’ tab, select the player/screen folder which is not showing any content by ticking it and pressing ‘Edit’.

2. Once you have selected your screen, you will find it empty and therefore need to select ‘Add Playlist’.

3. A menu will open with all your playlists. Simply drag and drop the ones you wish to include into the blank space below. To finish, press ‘Update’. 

Returning to your screen and media player, you can either wait for 60-90 seconds or manually refresh the signage app by pressing `’GO’. Content will start downloading.

Our Signage Player app is updated from time to time, almost always with minor bug fixes. If you are ever experiencing an unusual problem, there’s a good chance your player app just needs updating.

You can do this straightforwardly through the ‘Play Store’ application on the media player’s main Android menu. If you search ‘Onsignage’ you should see the installed application with an ‘update button’ if it does need updating.

Should you require any assistance with this, we can email you instructions, talk you through it over the phone, or update it for you remotely if we have TeamViewer access.

Occasionally, you may find that there are particular pieces of content that are not being displayed on your screen.

One potential reason for this is that the media player has lost connection to the internet. The first part of “how to set up your media player” found above can help you get it back online. 

We recommend downloading YouTube videos as MP4 files so they continue playing even without an internet connection.

The second reason could be related to your firewall blocking particular widgets. To fix this, you will have to check your firewall settings and change them, or contact your IT department to see what restrictions are in place. 

If you receive an error message when you go to upload a file, there could be two problems. It could either relate to an incompatible file type or the size of the file itself.

1. The TrouDigital platform accepts JPG and PNG files for images and MP4 for videos. These were chosen as the most commonly used formats. If you wish to upload something like MOV video files, please convert the file using one of the readily available free tools on the internet.

2. The other upload problem you might encounter concerns file sizes. The upload file size limit is proportional to how many licenses you have with us. If you receive an error message that mentions a limit of 16MB instead of 100MB, you might still be using a trial account that needs upgrading. 

Our player reporting dashboard allows you to check the network and playback status of your media players, the best way to double check if your internet connection has dropped.

You can access player reporting at https://reports.onsignage.com/ where you can log in using your normal account credentials.

From this screen, how recently players have been updated is indicated through a traffic light system (black denoting offline). You can also check which playlists are assigned to which screens and when content last downloaded. This gives you a quick healthcheck overview of your network.

For a HD screen, the recommended resolution is 1080p or 1920x1080px (1920px wide and 1080px tall). This is a standard aspect ratio of 16:9 used for wide screen. 

If you are creating media or templates using other pieces of software and uploading them into our signage platform, content you wish to show full screen should be exported at this size. Please note, images and videos uploaded much larger than this size will be unnecessarily large files.

VIDEO TUTORIAL SERIES

Watch one of our experts walk you through the software and share their tips.

SOFTWARE

Once you have signed up for a login, you can access the studio editor at http://player.troudigital.com/.

While we do offer free trial accounts which last for 14 days, we recommend booking yourself onto a quick web demo with one of our trainers first so you can learn the ropes. Alternatively, you can watch the tutorial videos found above.

1. From the ‘Playlists’ tab, select ‘Add Playlist’.

2. You then need to give your playlist a title, with an optional additional description.

3. Start populating the playlist with your content by selecting ‘Add Creative’.

4. A menu will open with all your creatives (there’s also a search bar). Simply drag and drop the ones you wish to include into the blank space below. You can rearrange their order; edit the time they play for; and schedule each piece of content through the calendar icon within each tile. 

When you are finished, just press ‘Update’. Your changes might take 60-90 seconds to be reflected on a screen. 

The studio editor is organised into three tabs which you will find at the top of the dashboard: 

‘Creative’, ‘Playlists’ and ‘Screens’.

1. The ‘Creative’ tab is where individual pieces of content are created or media files are uploaded to be displayed full-screen. (Creative is just our term for presentation.)

2. The ‘Playlists’ tab is where pieces of content or ‘creatives’ are grouped together into ‘playlists’. This is the tab from which you can organise the order your content plays, as well as implement special scheduling functionality that triggers content at specific times, days or dates.

3. Finally, the ‘Screens’ tab includes a list of folders which represent each screen/player on your network. Each folder has its own unique ID which corresponds with the folder selected on a synchronised media player. 

To send content to a screen, you need to assign a playlist or multiple playlists to a screen folder. From this tab, you can also group your screens to play the same content or give them description which helps you identify them.

1a. From the ‘Screens’ tab, you can select an existing screen folder by ticking the box next to it and pressing ‘Edit’.

1b. Alternatively, you can add a new player by simply pressing ‘Add Screen’ (adding a description can help identify it later).

2. Once you have selected your player/screen, you can assign a playlist(s) by pressing ‘Add Playlist’.

3. A menu will open with all your playlists. Simply drag and drop the ones you wish to include into the blank space below. Similar to the ‘Playlist’ tab with creatives, you can rearrange their order; edit the time they play for; and schedule each piece of content through the calendar icon within each tile. 

To finish, press ‘Update’.

From time-to-time you may want to free up some storage space within your account or just keep it tidy. 

There are two ways you can delete media from your account. The first is through the “Add” button within the creative tab. 

1a. Simply select the media you want to remove from your account – you can Shift + click to select multiple. 

1b. Then click the “delete” button in the lower right-hand corner. 

The second is within the studio itself. 

2a. Click the “My Media” button in the top left-hand corner. 

2b Then follow the same steps as above described.

Scheduling content can either be done within the “Playlist” or “Screen” tabs. Scheduling an individual piece of content is done within the “Playlist” tab and scheduling an entire playlist is done within the “Screen” tab. 

To find out how to schedule content, please refer to the “Advanced Scheduling Introduction” in the video tutorial series above.

HARDWARE

If you would prefer, we have a tutorial video on this here.

1. Out of the box, you need to connect your media player to your screen via the supplied HDMI cable (if your screen has a VGA or DP port instead, you will require an adaptor). You will then need to connect the player to a power source with the enclosed mains cable and attached the provided antenna. 

2. Once you have everything wired up, you will need a way to connect your media player to the internet. If an wired ethernet cable is accessible, we recommend this approach for increased stability. Alternatively, you can add the media player to your WiFi as you would any other device. To do this, you will need to connect a USB mouse and/or keyboard so you can type in your password under Network Settings.

3. Once your media player is connected to the internet, you can either turn the player off and on again as your content will be configured to auto-play, or you can find the ‘Signage Player’ app from the app menu. If the app is already logged into your account, you can press ‘GO’ to start downloading your content.

Our platform is cloud-based which means you will need an internet connection for your content to be downloaded locally onto our media players. 

You can either use ethernet or WiFi with the former being recommended when available. 

Unlike other digital signage solutions, however, content downloaded on our media players can continue to play without an internet connection, ensuring maximum uptime should your connection drop out. The exceptions to this are live forms of content such as web pages, YouTube videos and social media which are effectively streamed in real-time. 

Most screens today have a HDMI port which is why we provide HDMI cables with the media players we send out. 

If your display does not have a HDMI connection, not to worry, it is likely that it will have either a VGA, DVI or DisplayPort. All of these connections can be used with an adaptor, which are readily available online, or can be requested from us. It’s a good idea to check your display’s ports before we send out your player so you can be ready to go when it arrives (or send us the model for us to check). 

If you are using a portrait screen, you will have to change the aspect ratio of the canvas to 9:16. 

This can be done when you first create a presentation through the “Compose” button within the creative tab.

You can also change the aspect ratio within the “properties editor”, which is found on the right-hand side of the studio, once you are inside editing a creative.

Ideally, yes, you will need one media player per screen. 

This is so that you can play different content across your screens. 

The only time you may be able to use one media player across two screens is if they are very close together and are going to be displaying the same content. If you are wishing to do this, you will need to make sure you have an HDMI splitter which requires some cabling.

Yes, as our software is cloud-based you do need an internet connection.

The connection can be either hard-wired through an ethernet cable into a router, or the media player can be connected to a wireless WiFi connection. 

Should you not have either options available in your area, we are able to provide 4G routers that tether to the nearest network provider. 

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*For more urgent requests, please contact our support team on 02380 981110

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