Daktronics

Troubleshooting Hub: LCD Digital Signage

Topic

This troubleshooting hub covers LCD and DMPs or DWP

Environment

  • Product: LCD Digital Signage
  • Component: DMP-8121, DMP-8122, DMP-8124, DWP
  • Control System: Venus Control Suite

Steps

 

1. Troubleshoot Black Screen 

  • First you will need to confirm with store which screen is having the issue, in VCS should show the ID+Loc or just ID (163788-002 for example)  

  • Check first if the media player is showing offline on the system which might cause a black screen.  

  • If the player is online, start the physical troubleshooting with store manager or person running the shift. 

    • Verify there is an active playlist in Venus Control Suite.

    • If possible verify the DMP Player Profile is correct as well as Graphics Card setup.
      • It is suggested to work with a Daktronics technician if this is unfamiliar 

  • If the screen is completely black, we can ask the person to power cycle the screen in case it is missing a screen control cable, or it has a screen control issues which prevents from power cycling the screen remotely.  

  • Check with the store if the screen is back on or showing a power light.  

  • When screen is online and displaying “No Signal”

  1.  Check the HDMI/VGA cable 

  2.  Reset the HDMI/VGA from the display adapter 

  3.  Check if the screen is on different source input 

  4.  Reboot the media player 

  5.  Check the screen signal and try power on/off commands  

  6.  Check if screen is still not getting signal


2A. Troubleshoot Media Player DMP
Note - A keyboard and mouse may be needed as VNC may not be an option on some players (this will be the case on all players at some point as VNC will be removed from the player work instructions)
Note - We have seen that some issues can be resolved by going back through and reconfiguring the player and re-associate it in VCS 

  • Check if the store staff can locate the media player. Usually it is behind the display or in a rack.  On occasion it could be on its own shelf in a manager's office or cabinet.

  • In order to troubleshoot an offline player, confirm with store manager/person running the shift the (Daktronics ID + Loc) for the offline player  (ex.: 163788-002)

  • Ask the store to reboot the player physically from the power button. 

  • Ask if the player showing a power light after, then check with the store if can see anything running on the screen after the reboot. 

  • If media player is not powering on, it could be a powering issue on a faulty hard drive which requires a replacement. 

  • If onsite:  If Password prompt displays on the screen, this will require a tech onside with a keyboard/mouse connected to media player in order to enter the password, login to BIOS setting and check the boot setup.  

    • After checking BIOS and applying changes, reboot the player and test and confirm content with VCS.

2B. Troubleshoot DWP

  • Verify HDMI connection to screen

  • Cycle power to the LCD

  • After 60 seconds is anything appearing on screen?

    • If NO, verify power is connected

    • If YES, issue is resolved

  • If the customer recently migrated to VCS, make sure the display model is on the list of approved and that firmware meets at least the minimum requirements.  See KB How do I configure network settings on an LG Display?   for supported TV models.

  • If the TV is a supported model but DWP is offline in VCS and LCD is blank, it is possible the DWP Web Player app is missing from the tv. 


3. Troubleshoot Network Connection  DMP or DWP
 
Steps for verifying the network connection:

  • Disconnect network cable from DMP or LCD

  • Connect network cable to laptop or PC - check for network connectivity

  • May need to run ipconfig in command prompt to look for an IP being handed to the computer

  • May need to access computer Network Connections and check for network cable unplugged/network name

  • If no network access try using a different cable or if a cable tester is available test the current cable

  • For help configuring network for DWP, see the KB: How do I configure network settings on an LG Display?   or view DWP Installation Quick Guide under the Screen Setup section.

KB ID: 000027154

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