Why Does Vnnox/Viplex Express Say the Sign is Offline?

If Vnnox or Viplex Express reports your sign as offline, the issue may stem from network connectivity, hardware malfunction, or software/device compatibility. Below, we outline possible causes, troubleshooting steps, and additional scenarios to help identify and resolve the problem.

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Table of Contents

1. Possible Causes
2. Troubleshooting Steps
3. Additional Scenarios
4. Next Steps if the Problem Persists

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1. Possible Causes

Network Issues

• Weak or Unstable Internet Connection:

  • The sign requires a stable internet connection to stay online.
  • Weak signals or interruptions may cause the sign to appear offline.

• Wi-Fi Connectivity Issues:

  • Check if the Wi-Fi password has recently been changed or reset.
  • Confirm that the sign hasn’t been moved further from the router, weakening the signal.

• 4G SIM Card Connectivity Issues:

  • Verify if the data plan is active or if the service has been exhausted.
  • Check if the SIM card is securely inserted and free of damage.

Hardware Issues

• POE Adapter and CAT 5 Cable:

  • Physical damage, loose connections, or frayed cables can disrupt the network.

• Antenna:

  • Improper connection or poor signal reception may cause connectivity issues.

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2. Troubleshooting Steps

Step 1: Check Antenna and Network Connection

1. Reconnect the Antenna:

   • Unplug the antenna and replug it securely into the WAN port.

2. Verify Wi-Fi Broadcast:

   • Stand near the sign and check your phone’s Wi-Fi settings.
   • Look for the network labeled AP 1000XXXX to confirm the sign is broadcasting Wi-Fi.

3. Reinsert the 4G SIM Card (if applicable):

   • Remove the SIM card, check for damage, and reinsert it securely.
   • Ensure the SIM card is compatible with the 4G module.

Step 2: Inspect Signal Strength

• Check the Antenna’s LED Indicators:
  • Strong Signal: Several bars lit.
  • Weak Signal: One or no bars lit, indicating poor connectivity.

Step 3: Inspect the POE Adapter and CAT 5 Cable

1. Access the Components:

   • Use a T-handle to open the bottom-left front module of the sign.
   • Refer to the module opening video for guidance.

2. Inspect for Damage:

   • Examine the POE adapter and CAT 5 cable for:
     • Fraying or physical damage.
     • Loose connections at either end.
     • Burn marks or visible damage on the adapter.
       Image 1: Broken WIres
   
   Image 2: Poe Adapter
    
   For more info: See How to Remove and Install the POE 

3. Replace Damaged Components:

   • Replace damaged items with compatible ones.
   • Ensure all connections are secure after replacement.

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3. Additional Scenarios

How to identify if it’s a network issue:

1. Old Content Displays but New Content Won’t Push:
   • Likely a network issue preventing new uploads.
2. Content Resolution Mismatch:
   • If the resolution of the new content doesn’t match the sign’s resolution, this is a content issue, not a network issue.
3. Firmware Not Updated:
   • Outdated firmware can prevent the sign from connecting.
4. Device Compatibility:
   • Older devices with outdated processors or operating systems may cause integration issues.
   • Example: If your task manager shows CPU usage hitting 100% every time you open the sign’s software, the problem may be device-related.
     
     

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4. Next Steps if the Problem Persists

1. Capture Visual Information:
   • Take pictures of:
     • The antenna and its LED indicators.
     • The POE adapter and CAT 5 cable connections.
     • Any visible damage or unusual signs.
2. Email Support:
   • Send the pictures to help@ledsigncity.com for further assistance.