Why does my sign turn off randomly or show blackouts?

Random shutdowns or blackouts on your LED sign can be caused by loose or damaged cables, a failing power supply, a malfunctioning video card, or a faulty controller card. Below are step-by-step troubleshooting instructions for customers to identify and resolve the issue, with technical guidance for support staff to assist with diagnostics and escalation.

Customer Instructions:

1. Check for Loose or Damaged Cables:
   • Power off the sign at the breaker for safety.
   • For pre-2019 signs, open the sign panel by unlocking and unlatching the bottom locks. For post-2019 signs, use an Allen wrench to remove modules to access internal components.
   • Inspect data and power cables connected to the modules, video card, or controller. Look for loose connections, frayed wires, or visible damage.
   • Reconnect any loose cables securely (listen for a click on Ethernet cables). If cables are damaged, submit a repair request at https://ledsigncity.com/pages/repair-request-form to order replacements.
   • Power on the sign and check if the issue persists.
2. Inspect the Power Supply:
   • Locate the power supply (pre-2019 signs: up to 12 modules per supply; post-2019 signs: 2-3 modules per supply).
   • Check for a green power light. If it’s 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 at [insert parts locator link] to identify the correct model.
   • For pre-2019 signs, consider hiring an electrician to verify input voltage (120V or 240V) during replacement.
3. Examine the Video Card:
   • If cables and power supply are functional, the video card (controlling up to 16 modules, e.g., 9 for a 3x6 sign, 16 for a 4x8) may be the issue.
   • Access the video card (behind the sign panel or modules) and check for activity lights. If no lights are present, press the video card’s test button (if available).
   • If the screen doesn’t light up, use the Ethernet cable from your troubleshooting kit to bypass ports by connecting directly between video cards. If this works, submit a repair request at https://ledsigncity.com/pages/repair-request-form to order a replacement cable kit.
   • If the video card shows no activity, submit a repair request to order a replacement video card. For XM Player signs, request a preprogrammed card; for Viplex/VNNOX, use Nova LCT to configure the new card (download at https://workdrive.ledsigncity.com/external/a3e75c46ffa8ebb7769e8c9105396073e0523bb76c24b188dacf2ed8157ffa43/download).
4. Check the Controller Card:
   • If other components are functional, the controller card may be faulty. Check for activity lights on the controller (accessible behind the panel or modules).
   • If no lights are visible, submit a repair request at https://ledsigncity.com/pages/repair-request-form to order a replacement controller card.
   • For Viplex/VNNOX signs, ensure the replacement controller is configured using Nova LCT.
5. Restart and Test:
   • After checking or replacing components, restart the sign by powering it off for 30 seconds and then back on.
   • If the issue persists, take a screenshot of any error messages in your software (XM Player, Viplex Express, or Viplex Handy):
     • 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:
   • Ensure your software is updated: download the latest XM Player at https://workdrive.ledsigncity.com/external/62a79452e0940cacb1965189b3d6960e4f3114bb7ff03b1c98306f861cb356ea/download or Viplex Express/Handy at https://ledsigncity.com/blogs/knowledge-base/step-2-choose-your-led-sign-software.
   • Contact our support desk at https://ledsigncity.com/pages/submit-a-ticket or call 866-343-4011 (Monday-Friday, 9 AM-6 PM EST).

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 cables, power supply, video card, and controller.
• Cable Troubleshooting:
  • Guide the customer to inspect data and power cables for continuity and damage. Test with a known working cable if available.
  • If bypassing ports with an Ethernet cable resolves the issue, process a replacement cable kit order via the repair request form.
• Power Supply Diagnostics:
  • Instruct the customer to check the power supply’s green light. If off, test output voltage (5V DC) with a multimeter.
  • Confirm the replacement power supply matches specifications (pre-2019: up to 12 modules; post-2019: 2-3 modules). Provide a return label for the defective unit.
• Video Card Issues:
  • Verify the number of affected modules matches the video card’s capacity. Check wiring diagrams at [insert wiring diagram link].
  • If the test button or bypass cable doesn’t work, test the adjacent power supply for 5V DC. Replace the video card if power is present but no activity is detected.
  • Provide preprogrammed cards for XM Player or configuration files for Viplex/VNNOX via Nova LCT.
• Controller Card Diagnostics:
  • Use Nova LCT to check controller status. Look for error codes or lack of activity lights.
  • Arrange a replacement controller if faulty, ensuring software compatibility.
• Error Handling:
  • Analyze screenshots for errors (e.g., “No device found” for cable issues). Provide targeted solutions or escalate.
• Escalation:
  • Offer remote assistance via screen sharing for persistent issues.
  • Escalate to a technician for hardware failures with the customer’s serial number and ticket details.
• Documentation: Log issues to track trends (e.g., cable failures). Update FAQs with solutions.

Additional Notes:

• If unsure about your sign’s components, visit our parts locator at [insert parts locator link] or support desk at https://ledsigncity.com/pages/submit-a-ticket.
• Ensure your device meets software requirements at [insert system requirements link].
• For urgent help, email info@ledsigncity.com or call 866-343-4011 (Monday-Friday, 9 AM-6 PM EST).

Today’s date and time: 10:22 PM CDT, Monday, May 26, 2025.