BrightSign Support Overview

BrightSign offers digital signage players with a vast array of capabilities, but with this power also comes a good deal of complexity. To help you with this, we offer a number support options with the purchase of one or more BrightSign players:

Free Support

Priority Support

The response times for Email support depend on the volume of other support tickets, as well as the complexity of the issue itself. If you need comprehensive support for your issue within a short period of time, we also offer call back services that you can purchase:

Call Back ($100.00)

Select this option to schedule a call with BrightSign Technical support within the next business day.

Priority Call Back ($400.00)

Select this option to schedule a call with BrightSign Technical support within the next 4 business hours.

Note: Business hours and days are defined as 9AM GMT to 12AM GMT, Monday through Friday.

To learn more about purchasing a support callback, please visit the Priority Support page. 

Have more questions? Submit a request

57 Comments

  • 0
    Avatar
    Hemant Desai

    I have bought new Surface Pro 4 laptop and would like to download BA for XD230 and XD 232. Can you please, email me the instructions?

    I have downloaded the software but I don't see any place to signin to my account. usindoor

  • 1
    Avatar
    Alex (BrightSign Support)

    Hi Hemant,

    BrightAuthor version 4.3.0.16 download link:

    https://brightsignbiz.s3.amazonaws.com/brightauthor/4.3/4.3.0.16/setup_BrightAuthor_4.3.0.16.zip

    BrightAuthor user guide:

    http://brightsignbiz.s3.amazonaws.com/documents/BrightAuthor%20User%20Guide%20%28ver%204.3%29.pdf

    Firmware version 6.0.51 for XD230:

    https://brightsignbiz.s3.amazonaws.com/firmware/xd/6.0/6.0.51/brightsign_xd_update_6.0.51.zip

    Firmware version 6.0.51 for XD232:

    https://brightsignbiz.s3.amazonaws.com/firmware/xd2/6.0/6.0.51/brightsign_xd2_update_6.0.51.zip

    Firmware installation instructions:

    http://brightsignbiz.s3.amazonaws.com/documents/Firmware%20Installation%20Instructions%28HD%20and%20XD%29.pdf

    Also see this FAQ:

    http://support.brightsign.biz/entries/20653363-How-do-I-update-the-Firmware-on-a-BrightSign-player-

    Perform these steps to sign into your BrightSign Network account from BrightAuthor:

    1) Click Edit > Preferences > Networking, enable BrightSign Networking.

    2) Click Tools > Sign into BrightSign Network, enter your account details.

  • 0
    Avatar
    Sfitzpatrick

    Hello,

     

    I am looking to stream live feed from a web site to my brighsign box, is there any KBs that explain this handy enough ??

    Help much appreciated.

  • 0
    Avatar
    Alan Williams

    I just installed the new firmware on my test box.  Will monitor it....

  • 0
    Avatar
    Nils Moberg

    Hello, I got the local network tab to work in Bright Author, however i can not add a unit. I have a static address assigned to my player and when i go to the player via a web browser and perform diagnostics, everything is OK.

  • 0
    Avatar
    Christopher rondon

    Hello 

    I have a player that is using screen feed to play local weather and traffic and only the traffic is working. Weather stays the same. The weather and backend stuff is working

  • 0
    Avatar
    Lyndon (BrightSign Support)

    Christopher, you should submit a ticket. If you put the weather feed into your browser, it displays properly? If the unit plays traffic corrently, and it's also an mrss feed, then weather should work the same. These are html feeds or mrss feeds?

  • 0
    Avatar
    Alfred Halbeisen

    Hello,

    do you have an example in BrightAuthor to use a Zoom in/out and move via touch-overlay-Display in a html Webpage?

    We exported an Excel to html and to see all details clear and readable it is necessary to zoom in and out. Is there any example to do this?

    Many thanks

  • 0
    Avatar
    Andriy Zhychkovskyy

    Hello,

    We have a BrightSign HD962. I'm trying to upgrade this device to new firmware 6.1.76. I use your Firmware Installation instruction for this but during the upgrading device shows an error which means "No upgrade file found". Could you provide me the right file for HD962.

    Thank you.

  • 0
    Avatar
    Lyndon (BrightSign Support)

    The HD962 is an oem product that was built and shipped to one customer. None of the firmware you find on our website will run on it. You'll have to contact whomever you got the unit from for any firmware or software or support. 

  • 0
    Avatar
    Manny Budwal

    Hi,

    The Brightsign media player seems to be turned off due to internet connection. I spoke to the owner at the location, and has told me that the internet is working fine.

    Could you please let me know if there is anything you can do on your end?

     

     

  • 0
    Avatar
    Christopher rondon

    Manny have them check the data port activity on the player. Make sure its active. Pull the SD card off of the media player. See if you get an IP address. Have them confirm they can see that player on their network. Make sure they are not blocking it. Last place a network diagnostic tool card on the player.-- Hope that helps

  • 0
    Avatar
    Adam Walthall

    I have an old Bright Sign HD210.  I have reset and rebooted.  Problem is, it just continues to reboot and I can not see it on bright author nor can i see it pulling the ip I assigned to it.  Also I can not ping it.

  • 0
    Avatar
    Christopher rondon

    Adam any red error light? i would back up the files on the sd card and insert a blank sd card to preform a network recovery. Make sure the ethernet light is on

  • 0
    Avatar
    Adam Walthall

    I have no error lights at all.  Also the ethernet lights are blinking and the power light is the only one that is on.

     

  • 0
    Avatar
    Lyndon (BrightSign Support)

     

    are you on a brightsign network account? Which lights are blinking, and how many times?

     

    If you remove the sd card, the unit still reboots in a loop?

  • 0
    Avatar
    Adam Walthall

    I am not on a network account.  When it cycles the red light blinks 10 times x 3.  If I take out the SD card it will boot to the Screen with the ip information

     

  • 0
    Avatar
    Lyndon (BrightSign Support)

     

    Ok, 10 flashes is normally a script crash. this can be caused by a number of things..

     

    1. A locked sd card 

    2. SD card using ntfs where the unit's trying to write to the sd card

    3. Unit with old firmware trying to using a script that uses some feature that firmware doesn't support

    4. A problem presentation that's causing a crash

    5. A bug.

     

    So, if you power up with no sd card, it should boot without that error code 

  • 0
    Avatar
    Adam Walthall

    That is correct.  So what version of software do I need to use. 

     

  • 0
    Avatar
    Lyndon (BrightSign Support)

     

    what firmware is on your player? If I know what firmware you're on, I can confirm if that's the issue. Can you confirm your sd card is formatted fat32?

     

  • 0
    Avatar
    Adam Walthall

    yes Fat 32 and Version 3.11.11

  • 0
    Avatar
    Lyndon (BrightSign Support)

     

     So, the only brightauthor you can use is 3.8.0.41 or earlier. It doesn't work with the newer brightauthor. It's on the legacy players download page.

  • 0
    Avatar
    Adam Walthall

    can the firmware of the player be updated?

  • 0
    Avatar
    Lyndon (BrightSign Support)

    3.11.11 is the latest firmware for the hd210. There's no further update for that series....You need an HD220 or newer for newer firmware.....

     

  • 0
    Avatar
    Adam Walthall

    ok  Cool.  I am going to give it a try.  Will that version software work on a HD220?

  • 0
    Avatar
    Adam Walthall

    Ok  so I have it up to the idle page.  The ip address is set. But my bright author can not see the unit.  I have it set to networked with local file networking.

  • 0
    Avatar
    Adam Walthall

    Also brighauthor does not have my model availiable

  • 0
    Avatar
    Vlad Trofimov

    Trying to setup XD232 model

    account DyStar

    my device shows red status light in brightAuther, I can ping it from machine.

    have watched all videos

    .

  • 0
    Avatar
    Marti Staprans Barlow

    I have your basic HD222 player with a VGA output? what converter cord do I use to convert the vga to a component blue, red green output? is there a specific one to purchase?

  • 0
    Avatar
    John Hamby

    I have several 4K1042's. I need them to be in sync at startup. Since each player boots a little different, they start out of sync by a second. They are connected via ethernet cable and on the same static network IP string. I am 1-week away from a big show. This is a timely matter. I remember back 6 months ago running across something that explained how to put a start delay after boot to fix this. I can't seem to find that documentation anymore. HELP.

Please sign in to leave a comment.
Can't find what looking for? Try to
Powered by Zendesk