Hardware vs Software Issues

1. Hardware includes:
1. The screen (TV or monitor)
2. Digital signage player (media box)
3. Touch foil or touchscreen overlay
4. Internet or network connections
2. Software includes:
1. Data, text, or images shown on the screen
2. Interactive mode (e.g. touch-based property listings)
3. Presentation mode (automated slides or videos)
   

Common Issues & Fixes

1. Screen is Frozen
   

1. Restart the Player:
   
1. Turn the player off using the Power button or by switching it off at the wall.
   
2. Wait at least 10 seconds.
3. Turn the player back on.
      

2. Screen is Blank

1. Check the following:
   
1. TV turned on? Are power lights showing? If not, turn the TV on.
   
2. Player turned on? Check the small media box behind the screen and press the power button if needed.
3. TV input source correct? TVs may switch inputs accidentally. Cycle through HDMI, PC, RGB, or USB inputs until the correct source is displayed.
   

3. Screen is Not Interactive

1. If content is visible but doesn't respond to touch, perform these pre-checks:
   
1. Interactive Pre-checks:
   
1. Touch the screen with 1 finger, 2 fingers, and your palm.
2. Try tapping various points on the screen to test responsiveness.
3. Observe whether some areas respond while others do not.
2. Hardware Questions:
1. Is there a minimum 10mm gap between the display and the window frame?
2. Is the ribbon cable seated properly into the touchfoil controller?
   
   
3. Is the touchfoil clean on both the inside and outside surfaces?
4. Are there dust, insects, or moisture trapped between the foil and glass?
5. Do you notice any nicks or damage in the touchfoil wiring?
3. Solutions to Try:
1. Clean the outside glass with a damp microfiber cloth and immediately dry it.
2. Clean the inside touchfoil with a dry microfiber cloth (avoid any spray cleaners).
3. Check and secure the ribbon cable to ensure solid connection.
4. Recalibrate the touchfoil if misalignment is suspected.
5. If you find nicks, trapped insects, or moisture, contact Vibe Support.
   
4. Screen is Not Updating (Offline Alert)
   
1. If you see a red “Offline” label:
1. Check onsite connectivity — remote fixes won’t work if the device is truly offline.
2. Wi-Fi: Is it turned on and working for other devices nearby?
3. Wired Connection: Is the network cable securely plugged into the player? Press it gently into the port until you feel a click.
   
5. Video is zoomed in/cut off
   
1. Try turning Tile mode off using the Tile button on your remote.
   
6. Video is displaying on a corner of the screen.
   
1. If the video is off-center, try updating the LG firmware.
   
7. Screen is frozen
   
1. If you see this screen is frozen on this menu, disable play via URL
   
   Settings ->Play Via Url->URL Loader (Turn off)
   

Note: For Touchscreen Digital Signage

1. For digital signage with touch functionality, unresponsive touch input may also occur if the interactive content hasn’t fully loaded due to connectivity issues.
2. After restarting, if the touchscreen still doesn’t respond or shows no content:
1. Confirm the network connection is active.
2. Inspect touchfoil connections, cleanliness, and signs of physical damage.

If the issue persists, our support team can investigate remotely. Please ensure someone is available onsite for any required physical checks.