How do I troubleshoot power or controller issues?

Power or controller issues can cause your LED sign to be non-operational, turn off randomly, or show blackouts. These problems may stem from a failing power supply or a faulty controller card. Below are step-by-step troubleshooting instructions for customers to diagnose and resolve these issues, with technical guidance for support staff to assist with diagnostics and escalation. The instructions are based on prior responses addressing related concerns (e.g., non-operational signs, random shutdowns).

Customer Instructions:

  1. Check the Power Supply:
    • Verify that the sign is receiving power by ensuring the breaker or power switch is on. Check for tripped circuits or power outages.
    • For pre-2019 signs, open the sign panel by unlocking and unlatching the bottom locks to access the power supply (may power up to 12 modules). For post-2019 signs, use an Allen wrench to remove affected modules to locate the power supply (typically powers 2-3 modules).
    • Look for a green power light on the power supply. If the light is off or flickering, the power supply may be failing.
    • Submit a repair request at https://ledsigncity.com/pages/repair-request-form to order a replacement power supply. Use the parts locator athttps://ledsigncity.com/collections/parts-accessories to identify the correct model.
    • For pre-2019 signs, consider hiring an electrician to verify input voltage (120V or 240V) during replacement to ensure safety.
  2. Restart the Sign:
    • Power off the sign at the breaker, wait 30 seconds, and turn it back on. Check if the sign shows any activity (e.g., lights, partial display).
  3. Inspect the Controller Card:
    • If the power supply is functional but the sign remains non-operational, the controller card may be faulty. Access the controller (behind the sign panel or modules) and check for activity lights (e.g., green or blinking).
    • If no lights are visible, the controller may need replacement. Submit a repair request at https://ledsigncity.com/pages/repair-request-form to order a new controller card.
    • For Viplex/VNNOX signs (post-2021), ensure the replacement controller is configured using Nova LCT (Download Here). For XM Player signs (pre-2021), request a preprogrammed controller card.
  4. Verify Software Connection:
    • Ensure your software is communicating with the sign:
    • If the software doesn’t connect, restart your PC or mobile device and try again.
  5. Capture Error Messages:
    • If you see an error message in the software, take a screenshot:
      • On a Windows PC, press Shift + Ctrl + S, draw a box around the error, and save.
      • On a mobile device, use your screenshot function (e.g., Power + Volume Down on Android).
      • Attach the screenshot to a support ticket at https://ledsigncity.com/pages/submit-a-ticket.
  6. Next Steps:

Support Staff Technical Guidance:

  • Initial Diagnostics:
    • Confirm the sign’s model (pre-2019 or post-2019) and software (XM Player, Viplex Express/Handy) using the customer’s serial number or order history.
    • Verify the customer has checked the power supply and controller card.
  • Power Supply Troubleshooting:
    • Instruct the customer to check the power supply’s green light. If off or flickering, test output voltage (5V DC) with a multimeter for pre-2019 (up to 12 modules) or post-2019 (2-3 modules) signs.
    • Confirm the replacement power supply matches the sign’s specifications via the parts locator. Process repair requests within 24 hours and provide a return label for the defective unit.
  • Controller Card Diagnostics:
    • Guide the customer to check for activity lights on the controller. If absent, use Nova LCT to diagnose the controller’s status (instructions at Download Here).
    • If faulty, arrange a replacement controller, providing preprogrammed units for XM Player or configuration files for Viplex/VNNOX. Ensure compatibility with the sign’s software.
  • Software Connection Issues:
    • XM Player:
      • Verify the PC’s IP (192.168.1.127 for direct connection) and test with ping 192.168.1.128. Check network cables and drivers.
      • For network integration, confirm the sign’s IP matches the router’s range (via ipconfig) and guide changes in Control (D) > Modify IP Address (password: 168).
    • Viplex Express/Handy:
  • Error Handling:
    • Analyze screenshots for errors (e.g., “Power failure” for supply issues, “No device found” for controller problems). Provide targeted solutions or escalate.
  • Escalation:
    • Offer remote assistance via screen sharing for persistent issues.
    • Escalate to a technician for hardware failures (e.g., controller, power supply) with the customer’s serial number and ticket details.
  • Documentation: Log power and controller issues to track trends (e.g., power supply failures). Update FAQs with solutions.

Additional Notes:

Today’s date and time: 10:26 PM CDT, Monday, May 26, 2025.

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