Why is my sign not connecting to Viplex Express?

If your LED sign is not connecting to Viplex Express, the issue is often related to Wi-Fi network problems, incorrect software settings, or hardware issues like a faulty antenna. This applies to signs purchased after 2021, which use Viplex Express or Viplex Handy. Below are step-by-step troubleshooting instructions for customers to resolve the connection issue, with technical guidance for support staff to assist with diagnostics and escalation.

Customer Instructions:

  1. Restart Your Device and Software:
    • Close Viplex Express and restart your PC.
    • Reopen Viplex Express and attempt to connect to the sign.
  2. Restart the Sign:
    • Power off the sign at the breaker, wait 30 seconds, and turn it back on.
    • Try connecting through Viplex Express again.
  3. Check Wi-Fi Connection:
    • Ensure your PC is connected to the sign’s Wi-Fi network, named AP####### (where ####### is a unique number).
    • Use the Wi-Fi password 12345678 or SN2008@+ to connect. If one doesn’t work, try the other.
    • If the AP####### network is not visible, ensure the sign is powered on and the Wi-Fi antenna is securely connected. Check for activity lights (e.g., green or blinking) on the antenna to confirm network activity.
    • If connected to the Wi-Fi but Viplex Express still doesn’t detect the sign, verify you’re using the correct login password (123456 or SN2008@+) to access the player in the software.
  4. Update Viplex Express:
  5. Capture Error Messages:
    • If Viplex Express displays an error message, take a screenshot:
  6. Check Antenna and Repeater Setup:
    • If using a Wi-Fi antenna, ensure it’s properly installed and undamaged. If lights are off, submit a repair request at https://ledsigncity.com/pages/repair-request-form to replace the antenna.
    • If you’ve programmed the antenna as a repeater to connect the sign to your internet, verify the setup. Follow the instructions at [insert antenna programming link].
  7. Next Steps:
    • If the issue persists, submit a support ticket at https://ledsigncity.com/pages/submit-a-ticket or call 866-343-4011 (Monday-Friday, 9 AM-6 PM EST).
    • Ensure your PC meets Viplex Express requirements at [insert system requirements link].

Support Staff Technical Guidance:

  • Initial Diagnostics:
    • Confirm the sign is post-2021 and uses Viplex Express, using the customer’s serial number or order history.
    • Verify the customer has restarted the PC, software, and sign, and checked Wi-Fi settings.
  • Wi-Fi Troubleshooting:
  • Software Issues:
    • Verify Viplex Express is updated. If outdated, guide the customer to download the latest version.
    • Check for firewall or antivirus interference. Suggest disabling temporarily during connection attempts.
    • Use Nova LCT to diagnose controller or Wi-Fi module status.
  • Repeater Setup:
    • If the antenna is configured as a repeater, confirm network settings align with the customer’s internet. Provide remote assistance for reprogramming if needed.
  • Error Handling:
    • Analyze screenshots for errors (e.g., “No device found” for Wi-Fi issues, “Authentication failed” for password errors). Provide specific solutions or escalate.
  • Escalation:
    • Offer remote assistance via screen sharing for persistent connection issues.
    • Escalate to a technician for hardware issues (e.g., Wi-Fi module, controller) with the customer’s serial number and ticket details.
  • Documentation: Log connectivity issues to track trends (e.g., Wi-Fi module failures). Update FAQs with solutions.

Additional Notes:

Today’s date and time: 10:32 PM CDT, Monday, May 26, 2025.

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