Why is my sign completely non-operational?

If your LED sign is completely non-operational (e.g., no display, no lights, or no response), the issue could stem from power supply failures, controller problems, or software connectivity issues. Below are step-by-step troubleshooting instructions for customers to diagnose and resolve the problem, with technical guidance for support staff to assist with diagnostics and escalation.

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 and locate the power supply (typically powers 2-3 modules).
   • Look for a green power light on the power supply. If the light is off, the power supply may be faulty. Request a replacement via our support desk at [insert support link]. Use the parts locator at [insert parts locator link] to identify the correct power supply model.
2. Restart the Sign:
   • Turn off the sign’s power at the breaker, wait 30 seconds, and turn it back on. Observe if the sign shows any signs of activity (e.g., lights, partial display).
3. Verify Software Connection:
   • Ensure the software used to control your sign is functioning:
     • XM Player (pre-2021 signs): Open XM Player on your Windows PC, go to Control > Search, and check if the sign is detected (default IP: 192.168.1.128). If not, confirm your PC’s IP is set to 192.168.1.127 or within your network’s range (see IP setup at [insert XM Player setup link]).
     • Viplex Express/Handy (post-2021 signs): Connect to the sign’s Wi-Fi network (AP#######) using the password(12345678 or SN2008@+) Open Viplex Express or Viplex Handy, search for the player, and attempt to connect using the default password (123456 or SN2008@+).
   • If the software doesn’t connect, restart your PC or mobile device and try again.
4. Inspect the Controller:
   • If the power supply is functional but the sign remains off, the controller may be faulty. Check for activity lights on the controller (accessible behind the sign panel or modules).
   • If no lights are visible, submit a support ticket at [Submit a ticket | LED Sign City] to request a controller replacement or further assistance.
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 the image.
     • On a mobile device, use your device’s screenshot function (e.g., Power + Volume Down on Android, Side + Volume Up on iPhone).
   • Attach the screenshot to a support ticket at [insert support link] for faster diagnosis.
6. Next Steps:
   • If the issue persists, ensure your software is updated. Download the latest XM Player at [XM Player download link] or Viplex Express/Handy at [Step 2: Choose Your LED Sign Software].
   • Contact our support desk at [insert support link] or call 866-343-4011 (Monday-Friday, 9 AM-6 PM EST) for further assistance.

Support Staff Technical Guidance:

• Initial Diagnostics:
  • Confirm the sign’s model and software (XM Player for pre-2021, Viplex Express/Handy for post-2021) using the customer’s order history or serial number.
  • Verify the customer has completed power and software restart steps.
• Power Supply Troubleshooting:
  • Guide the customer to check the power supply’s green light. If off, test output voltage (5V DC) with a multimeter for pre-2019 (up to 12 modules) or post-2019 (2-3 modules) signs.
  • If faulty, confirm the replacement power supply matches the sign’s specifications via the parts locator. Process the request within 24 hours and provide a return label for the defective unit.
• Software Connection Issues:
  • XM Player:
    • Ensure the PC’s IP is correctly set (192.168.1.127 for direct connection). Test with ping 192.168.1.128. Check network cables and drivers.
    • If connecting to a network, verify the sign’s IP (e.g., 192.168.0.128) matches the router’s range (via ipconfig). Guide IP changes in Control (D) > Modify IP Address (password: 168).
    • For access point/client setups, confirm antenna settings (TP-Link, KuWFi) at [insert equipment link].
  • Viplex Express/Handy:
    • Verify connection to the AP####### Wi-Fi network. If unavailable, restart the sign.
    • Check antenna activity lights and replace faulty units if needed. Assist with repeater setup for internet connectivity (guide at [How to program the repeater - Version 2]).
• Controller Diagnostics:
  • If the power supply is functional, use Nova LCT to check controller status (instructions at [Nova LCT]). Look for activity lights or error codes.
  • If the controller is faulty, arrange a replacement and provide preprogrammed units for XM Player or configuration files for Viplex/VNNOX.
• Error Handling:
  • Analyze screenshots for errors (e.g., “No device found” for network issues, “Connection timeout” for firewall conflicts). Provide specific solutions or escalate to a technician.
• Escalation:
  • Offer remote assistance via screen sharing for persistent software or connectivity issues.
  • Escalate to a technician for hardware failures (e.g., controller, motherboard) with the customer’s serial number and ticket details.
• Documentation: Log issues to track trends (e.g., power supply failures, network errors). Update FAQs with common solutions.

Additional Notes:

• If unsure about your sign’s model or components, visit our parts locator at [insert parts locator link] or support desk at [Submit a ticket | LED Sign City].
• 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: 10:03 PM CDT, Monday, May 26, 2025.