Support

Home > Support > Grayscale Technical Support

Technical Support - Grayscale LED Signs

CANNOT CONNECT TO SIGN

1. Are you directly connected to the sign with a single cable? If so, check the connection on the back of your computer to ensure they are all secure. A Cross-Over cable is required to connect directly to the sign without a switch or router. Validate that all connections are secure.

2. If you are using the Inscape Data wireless antennas to communicate with your sign, ensure that they are connected properly.

  • Open the AP Locator software (Included with your sign - can also be downloaded HERE. See if both the Optec Displays AP (Inside Antenna) and Optec Displays Wireless Client (Sign Antenna) are displayed. If both Access Points are displayed, Ping your sign to test connectivity:
    • Go to Start > Run and type "cmd" in the text box.
    • This will bring you to a command prompt.
    • Type "Ping 192.168.x.218" where "x" reflects the specifics of your network - usually 1 or 0.
    • If you see a reply from the Ping, then you have connectivity.
  • If you do not see a reply and instead receive a "request timed out" you do not have connectivity.
  • If you do not have connectivity, ensure there is a clear line of sight between the access points and retry to Ping your computer.
  • If only one or none of the antennas show up, then make certain the inside antenna is connected to your computer correctly. The proper connection is as follows:
    • The Antenna is connected to the ODU port clearly labeled on the PowerShot on the small blue PowerShot via a straight-thru Ethernet cable.
    • A crossover cable then runs from the RJ-45 port on the Power Shot to your computer or router/switch.
    • If connected properly, the antenna will have a solid red power light, flashing green WAN light, and solid green LAN light on the back.
  • When all of these connections have been verified, power cycle your sign ( i.e. turn off your sign, leave it off for 1 minute, turn it back on).
  • If after rebooting your sign you still cannot see the Sign End Antenna in AP Locator, check the connections of the antenna on the sign. Ensuring that both Antennas are visible in AP Locator.

CANNOT INSTALL OR ACTIVATE ME3 MESSAGING SOFTWARE

1. Activating, reinstalling or using ME3 can be accomplished with the supplied CD Disk provided to you at the time you purchased your sign. If you have misplaced your ME3 CD Disk, contact our Technical Support Team at 1-800-848-4262 to request a replacement disk.

2. You must follow the instructions exactly for activation. You will be required to have the SO# (CD Key) and a valid email address so the serial number can be sent to you. The SO# provided with your sign purchase is the CD Key used to activate your ME3 installation. The software serial number cannot be reused. It is necessary to request a new serial number for each installation of the software.

ENTIRE SIGN IS BLANK

1. Check the power breaker to your sign to confirm that a breaker has not been tripped. Flip each breaker to the off position individually for the sign, wait 30 seconds, turn back each breaker individually to the on position. Watch the sign for any flashing or changes. You should see a short flash, then all the LED lights should light up then go back off, then your programmed message should begin playing.

2. Check the program schedule in UserEnd and confirm that the end date has not expired. You can validate which program is playing by connecting to the sign with the UserEnd and selecting the menu item: Command >'Receive Play Information. This will display the program currently paying or scheduled on the sign. If you do not receive a file name, you will need to reprogram the sign Select an 'End Time' greater than the default 24 hours.

ONE SIDE OF DUEL SIGN IS BLANK

1. Check the power breaker to your sign to confirm that a breaker has not been tripped. Flip each breaker to the off position individually for the sign, wait 30 seconds, turn back each breaker individually to the on position. Watch the sign for any flashing or changes. You should see a short flash, then all the LED lights should light up then go back off, then your programmed message should begin playing.

2. Check the connections from the 'Master' side to the 'slave' side and confirm that they are connected and secure. On the rear of the sign, there are clear labels which indicate 'Master' or 'Slave' unit. Disconnect, then reconnect this cable to ensure it has a secure connection. View diagram.

ONLY PART OF THE SIGN IS BLANK

1. Check the power breaker to your sign to confirm that a breaker has not been tripped. Flip each breaker to the off position individually for the sign, wait 30 seconds, turn back each breaker individually to the on position. Watch the sign for any flashing or changes. You should see a short flash, then all the LED lights should light up then go back off, then your programmed message should begin playing.

2. Take a picture of the problem area of the sign and email it to info@signsplusleds.com. This will help us in diagnosing which internal part of your sign is failing.

PICTURE ON SIGN IS NOT CLEAR

If a picture you uploaded to your sign is not clear or looks distorted, the graphics or videos you are using are low quality, or the original size is too small. If an image is too small, it loses its resolution if the sign is much larger. Ensure the original graphics and videos are set to a size that reflects well on your sign. The resolution of your sign may also cause distortion or a low quality look. If the sign has a resolution of 34mm, the same video or picture will look better on a 20mm sign and even better on a 16mm sign.

TEMPERATURE DISPLAY IS INCORRECT ON SIGN

1. If the sign's temperature is displaying constant "77" degrees when programmed, then the temperature probe may not be connected or there may be a bad connection to the sign. The temperature probe is a white honeycomb-looking device on or near your LED sign. Follow the cable from the temperature probe to the rear of the sign to ensure the probe is connected correctly.

2. If the temperature displaying on the sign is off by a small amount consistently, connect to the sign controller computer and place an 'offset', plus or minus, to correct the display. Contact the Technical Support team for assistance with this correction.

3. If the temperature is displaying a high number (i.e. 235° or 266°), then you sign has a defective temperature probe which requires replacement.

TIME DISPLAY IS INCORRECT ON SIGN

The sign receives the time information from your computer. Check that your computer time is set to the correct time and time region for your area. Resend the time to your sign.