In this support guide, you will find advice on software and hardware queries, as well as troubleshooting procedures.
TrouDigital Support Guide
1a. From the ‘Players’ tab, you can select an existing player by ticking the box next to it and pressing ‘Edit’.
1b. Alternatively, you can add a new player by simply pressing ‘Add Player’.
2. Once you have selected your player, 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. 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’.
1. From the ‘Playlists’ tab, select ‘Add Playlist’.
2. You then need to give your playlist a title, with an additional description optional.
3. Start populating the playlist with your content by selecting ‘Add Creative’.
4. A menu will open with all your creatives. 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’.
The studio editor is organised into three parts: ‘Creative’, ‘Playlists’ and ‘Players’.
1. The ‘Creative’ tab is where individual pieces of content are created.
2. The ‘Playlists’ tab is where pieces of content or ‘creatives’ are grouped together into ‘playlists’.
3. The ‘Players’ tab lists the players a user has assigned to screens. They might be labelled something like ‘Reception Screen’, ‘Canteen Screen’ etc. It is here that playlists are assigned to particular players/screens.
Once you have signed up for a log-in, you can access the studio editor at http://player.troudigital.com/#.
1. You can create an account for our studio editor by signing up for a free trial. This can be found in the top right hand corner of the home page.
2. The below page will open asking you for your name, email and phone number. Once you enter your details, TrouDigital will contact you with a log-in for a free trial account that is valid for 30 days. You will also be invited to book a web demonstration of the software.
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.
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 (search “MOV to MP4 converter”). If you have trouble finding one, feel free to send us the file and we can do this for you and advise on a tool for the future.
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. One license allows you to upload files up to 100MB and this scales proportionally (two licenses associated with your account means 200MB). If you receive an error message that mentions a limit of 16MB instead of 100MB, this means that your account has not been upgraded from a trial account. We apologise in this instance and will upgrade you straight away.
Should your screen display an error message that refers to missing content or playlists, this is a really simple fix on the studio editor as the ‘Players’ tab has just not been set up properly.
1. From the ‘Players’ tab, select the player/screen which is not showing any content.
2. Once you have selected your player, 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. 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’. Returning to your screen and media player, refresh the signage app and press ‘GO’. It will begin caching your newly assigned content.
Should your screen display an error message that refers to an ‘error downloading content’, it is most likely that you have lost internet connection. You can double-check this by logging into your account through our reporting tool where it will tell you 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 ‘Onsignage’ app is to right click a few times.) From ‘Settings’, turn off and on your Wifi or re-connect to your network should it have become disconnected.
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 for further assistance.
3. Another possible solution is clearing the cache on the player. From the main ‘Settings’, you will find ‘Cache’ at the bottom of the menu. Select ‘Clear Cache’ before reloading the signage app and pressing ‘GO’ to retrieve content.
To check on the status of your players, you can access player reports at https://reports.onsignage.com/ where you can log in as normal.
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.
The ‘Onsignage’ app is updated from time to time. Should you ever need to update it, it is straightforwardly done through the ‘Play Store’ application on the media player. Should you require any assistance with this, we can email you instructions or even update it for you remotely. We also warn our users about updates.
The recommended resolutions are 1920×1080 and 1280×720.
The TrouDigital platform supports a range of formats including AVI, MP4, JPG, PNG and more. In instances where compatibility is an issue, we are happy to convert files for you.
Instead of designing a ‘creative’ from scratch (via the ‘Compose’ button), you have the option to upload media such as images and videos on their own.
1. From the ‘Creative’ tab, select the ‘Add’ button.
2. You can either ‘Upload’ media from your computer or select previously added media from your existing library.
Most modern digital displays and TV screens 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.
You will initially need an internet connection (via Wifi or ethernet) to upload playlists to your players. This content will be automatically cached to the player and stored offline in the future. This means content can be shown without an internet connection, with a connection only necessary when new content is added.
1. Out of the box, you need to connect your media player to your screen via the supplied HDMI cable and connect the player to a power source with the enclosed mains cable.
2. You will have also received a wireless mouse and keyboard from us which you need to connect to the player via the USB dongle. Using these, you need to join your Wifi network (alternatively connect to Ethernet).
3. TrouDigital send media players out already configured for digital signage. You will just need to open our ‘Onsignage’ app and enter your log in details or the player key which can be found under the ‘Players’ tab of the studio editor.
4. Assuming you have created content, put it in a playlist and assigned it to a player, you will just need to select the player from the drop-down menu that appears once you log in. When selected, simply press ‘GO’ and your content will start loading and appear on screen.
Once content is loaded for the first time, it is automatically cached to the player to ensure quicker start-up times in the future. Once you are logged into the app, your content will automatically play when the media player is on and update itself as you change content in the editor.