Testing a player to determine if it's non-operational and needs repair or replacement (RMA)

Follow the below steps to determine if your BrightSign player is non-operational. If a non-operational product is still within warranty, and it was purchased directly from BrightSign, we will provide a replacement unit at no charge. Submit the attached RMA form to support@brightsign.biz to start the RMA process.

Are none of the LEDs lighting up?

If none of the LEDs are lighting up with power connected to the player, try these steps:

1. Plug the power supply into a different wall socket.
2. If possible, try swapping the power supply for a known working one.
3. If you are using PoE with an XTx43, XDx32 or 4Kx42 model, try using the standard power supply. If the player powers up, then the fault is likely with the Ethernet cable or network PoE infrastructure.

Are the red/yellow LEDs flashing?

If the red and/or yellow LEDs are flashing, visit this FAQ to learn what the error code means. If the error code indicates a problem with the system software on the player (typically, red error codes 2, 4, 5, 6, 9, 12, 13, 14), follow these steps to recover the player:

1. Reset the player to factory defaults.
2. Reinstall the firmware in Safe Mode.
3. Test playback using sample video or audio content that is known to be compatible.

Is the green Pwr LED on without flashing red/yellow lights?

Note: For LSx22 players, this is the same as the single Pwr LED being on and not flashing.

1. Reset the player to factory defaults.
2. Test playback using sample video or audio content that is known to be compatible.
3. Remove any storage devices (SD card, uSD card, USB drive, SSD/MSATA drive) from the player and power it on. After a few moments, the logo and player information should be displayed on screen.
4. Try swapping the HDMI/VGA cable and monitor for ones that are known to work.

Important RMA Notes

Please follow these guidelines as they will help expedite your RMA and ensure that everything is processed correctly.

*Complete one form per player.

*Ensure that you include the fault and troubleshooting steps carried out for the player on the form.

*DO NOT send a player without first receiving a RMA number from BrightSign as your RMA will not be processed if you do so.

*ONLY send the player and power supply to the address indicated on the email confirmation issued for that specific RMA.

*DO NOT include any accessories other than the power supply.  Do not send additional cables, SD cards, etc. Only return the faulty player and power supply.

Click the link below for the RMA form.
Please submit back to BrightSign Support as an Excel file (.xls, .xlsx) if possible.
Submitting the form in another format will delay processing of your RMA.