Method 1 - Basic Troubleshooting (performed on premises):

  • If the screen is black, check to see if the power is on by seeing if the red indicator light is on.

  • If the screen is off, the indicator light will turn on.

  • If the screen is on, the indicator light will turn off.

  • Check that all cables are firmly plugged into the back of the screens.

  • Use the remote control and press "Source" to bring up the source list. If nothing appears, proceed to Method 2 for remote troubleshooting.
    • If displaying HTML content:
      • Select "Player" and press the enter button (it's the button in the center of the navigation arrows)
      • Select "Player Source" and hit enter
      • Select "Network Channel" and hit enter
      • The player should relaunch and display content correctly again
    • If displaying MagicInfo content:
      • Select "MagicInfo S" and press the enter button
      • The player should relaunch and display content correctly again



Method 2 - Remote Troubleshooting (requires MagicInfo account):


  • If you have a MagicInfo account with us, go to http://cms1.embeddigital.com:7001/MagicInfo/Login or http://cms2.embeddigital.com:7001/MagicInfo/Login and log in with your account information. If you don’t know your account information, contact us at [email protected] or +1-844-432-9696

  • Under the "Device" tab, navigate to the affected display and click the small "i" icon to open the display manager tool. If there is nothing showing in the preview please contact us for additional support.

  • Use the "remote control" function and press "Source" to bring up the source list.
    • If displaying HTML content:
      • Select "Player" and press the enter button (it's the button in the center of the navigation arrows)
      • Select "Player Source" and hit enter
      • Select "Network Channel" and hit enter
      • The player should relaunch and display content correctly again
    • If displaying MagicInfo content:
      • Select "MagicInfo S" and press the enter button
      • The player should relaunch and display content correctly again

  • If there is still no change, contact us at [email protected] or if you would like to continue troubleshooting on your own you can attempt a Factory Reset.