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Frequently Asked Questions

Hardware

This troubleshooting information applies to Samsung Smart Signage Platform digital signage.

SCREEN IS BLACK OR WHITE

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.

BlueBOLT
If you have a BlueBOLT account, log into it and click on the correct location. Press the blue REBOOT button to power cycle the screens.

Soft Reboot (Display)
Using the remote, press the power button either once or twice to turn the display on or reboot.

Hard Reboot (Power)
Check the back of the screen for the hard power switch. It will be a on/off rocker switch. Press the switch either once or twice to turn the screen on or reboot.

Refresh
On the corresponding remote, press HOME and then select PLAYER (if the screen doesn’t respond, try pressing SOURCE, HOME, and then PLAYER).

SCREEN DISPLAYS MAGICINFO CUBE ANIMATION

Network Status
On the corresponding remote, press MENU and select NETWORK. Select NETWORK STATUS and check the status of the network connection.

  • If the network is wired, check that that router is functioning correctly and that the Ethernet cables are securely plugged in.
  • If the network is wireless, check that router is functioning correctly. If it is, select OPEN NETWORK SETTINGS. Select WIRELESS. Choose the preferred network and enter the password on the corresponding remote. When the network is connected, press HOME and select PLAYER.

Server Network
On the corresponding remote, press MENU and select NETWORK. Select SERVER NETWORK SETTINGS and then CONNECT TO SERVER. Select SERVER ADDRESS and enter cms1.embeddigital.com. Exit the window, then press HOME and select PLAYER.

SCREEN SHOWS THE WRONG CONTENT

BlueBOLT
If you have a BlueBOLT account, log into it and click on the correct location. Press the blue REBOOT button to power cycle the screens.

Soft Reboot (Display)
Using the remote, press the power button either once or twice to turn the display on or reboot.

Hard Reboot (Power)
Check the back of the screen for the hard power switch. It will be a on/off rocker switch. Press the switch either once or twice to turn the screen on or reboot.

Refresh
On the corresponding remote, press HOME and then select PLAYER (if the screen doesn’t respond, try pressing SOURCE, HOME, and then PLAYER).

Network Status
On the corresponding remote, press MENU and select NETWORK. Select NETWORK STATUS and check the status of the network connection.

  • If the network is wired, check that that router is functioning correctly and that the Ethernet cables are securely plugged in.
  • If the network is wireless, check that router is functioning correctly. If it is, select OPEN NETWORK SETTINGS. Select WIRELESS. Choose the preferred network and enter the password on the corresponding remote. When the network is connected, press HOME and select PLAYER.

Time
On the corresponding remote, press MENU and select SYSTEM. Select TIME and check that the date and time are correct. If not, set the date and time correctly. Press HOME and select PLAYER.

SCREEN DISPLAYS “NO NETWORK CONNECTION”

BlueBOLT
If you have a BlueBOLT account, log into it and click on the correct location. Press the blue REBOOT button to power cycle the screens.

Refresh
On the corresponding remote, press HOME and then select PLAYER (if the screen doesn’t respond, try pressing SOURCE, HOME, and then PLAYER).

SCREEN IS DIM

Picture Settings

  • On the corresponding remote, press MENU and select PICTURE. Check that the picture settings read SHOP & MALL. Select RESET TO DEFAULT.
  • On the corresponding remote, press MENU and then select PICTURE. Select BRIGHTNESS and increase the slider until the screen is bright enough.

Eco Sensor
On the corresponding remote, press MENU and then select SYSTEM. Select ECO SOLUTION. Turn ECO SENSOR off.

Software

This troubleshooting information applies to the Samsung MagicInfo content management system.

HOW CAN I MANAGE MY ACCOUNT?

Account Information
If you have a MagicInfo account with us, click here and log into it with your account information. If you don’t know your account information, contact us at [email protected] or 844 432 9696.

HOW CAN I UPLOAD MEDIA?

Account Information
If you have a MagicInfo account with us, click here and log into it with your account information. If you don’t know your account information, contact us at [email protected] or 844 432 9696.

Content Upload
Once you have logged in, select CONTENT on the left-most sidebar. Make sure your images or videos are sized at either 1920px × 1080px or 1080px × 1920px. Select the NEW dropdown menu and then select UPLOAD CONTENT. Drag and drop your images or videos into the UPLOAD CONTENT window that pops up. Select START UPLOAD. When the loading bars all reach 100%, select CLOSE to exit the window and view your uploaded content. All uploaded content, unless a group is preselected, will be sorted into the DEFAULT group.

HOW CAN I SEE ON-LOCATION CONTENT LIVE?

Account Information
If you have a MagicInfo account with us, click here and log into it with your account information. If you don’t know your account information, contact us at [email protected] or 844 432 9696.

Device Remote Management Server
Once you have logged in, select DEVICE on the left-most sidebar. Make sure you have pop-ups enabled in your browser. Select the device you want to view, and select REMOTE CONTROL. The device must be connected to the network and the server. In the pop-up window, you will see a live preview of exactly what is displayed on location. Select DISCONNECT on the top right corner of the window to end the session.

Got additional questions? Send them to [email protected] for more help.