How do I replace a failed LED module?

Replacing a failed LED module on your LED sign is a straightforward, plug-and-play process that can resolve issues like dead pixels or non-lit sections. The process varies slightly depending on whether your sign is a pre-2019 model or a post-2019 model (including those using the XIGNZ platform). Below are step-by-step instructions for customers to replace a module, with additional guidance for support staff. Since modules are plug-and-play, no additional checks are required, and the new module should work immediately upon installation.

Customer Instructions:

For Pre-2019 Signs:

1. Power Off the Sign: Turn off the sign’s power at the breaker for safety.
2. Open the Sign: Unlock and unlatch the locks at the bottom of the sign. Carefully lift the sign panel to access the internal components.
3. Locate the Failed Module: Identify the module that’s not lighting up or showing dead pixels (a rectangular panel connected by cables).
4. Disconnect Cables: Gently unplug the data cable and power cable from the affected module.
5. Remove the Module: Unscrew the module from its frame using a screwdriver. Push the module forward, turn it slightly, and pull it back through the opening.
6. Install the New Module: Insert the replacement module into the opening, align it, and secure it with screws. Reconnect the data and power cables.
7. Close and Power On: Lower the sign panel, latch the locks, and power on the sign. The new module should work immediately.
8. Return the Faulty Module: Request a return shipping label via our support desk at [insert support link] and send the failed module for repair.

For Post-2019 Signs (Including XIGNZ Platform):

1. Power Off the Sign: Turn off the sign’s power at the breaker for safety.
2. Unlock the Module: Use an Allen wrench to unlock the two lock points on the affected module. Insert the wrench into each lock point and turn counterclockwise.
3. Unseat the Module: Hold the Allen wrench in the unlocked position and gently pull the module forward to unseat it. Be careful not to drop the module.
4. Disconnect Cables and Safety Hook: Unplug the power cable, data cable, and detach the safety hook from the module.
5. Install the New Module: Connect the power cable, data cable, and safety hook to the replacement module. Align the module in the opening, push it into place, and turn the Allen wrench clockwise to lock both points.
6. Power On: Turn on the sign’s power. The new module should work immediately.
7. Return the Faulty Module: Submit a request for a return shipping label at [insert support link] and return the failed module for repair.

Support Staff Technical Guidance:

• Module Compatibility: Ensure the replacement module matches the sign’s pixel resolution (e.g., P10, P8, P6) and IC type, using the customer’s order details or Nova LCT configuration file. Since modules are plug-and-play, no additional configuration is needed.
• Customer Assistance: If a customer reports the new module doesn’t work, confirm proper installation (e.g., secure cable connections, correct locking for XIGNZ). Verify the module was shipped with the correct specifications.
• Troubleshooting:
  • If the issue persists, suspect issues beyond the module, such as a faulty power supply, video card, or ribbon cable.
  • To check the ribbon cable, instruct the customer to place a known working module in the same position. If the working module functions, the original module is faulty; if not, the ribbon cable may need replacement.
  • Guide the customer to related troubleshooting guides for power supply or video card issues at [insert troubleshooting link].
  • Escalate to a technician for remote diagnostics if the issue remains unresolved, providing the customer’s ticket details and installation notes.
• Return Process: Provide a return shipping label promptly and track the faulty module’s repair status. Inspect returned modules for defects to identify manufacturing trends.
• XIGNZ Platform Note: For post-2019 XIGNZ signs, remind customers to handle modules carefully during removal to avoid damage to the safety hook or cables. Offer a video tutorial at [insert video link] if needed.
• Documentation: Log each replacement request to monitor failure rates and ensure inventory for common module types (e.g., P6, P8).

Additional Notes:

• To identify your sign’s model or module specifications, visit our parts locator at [insert parts locator link] or submit a support ticket at [Submit a ticket | LED Sign City].
• If the new module doesn’t work, contact our support desk for further assistance. The issue may involve other components, like the power supply, video card, or ribbon cable.
• For complex replacements, request professional assistance via our support desk.