In this article, we will troubleshoot the most common issues people encounter using our OptiStick Player.
- Identify Your Device
- Best Practices
- The Troubleshooting Option
- Hardware Troubleshooting
- Content Playback Troubleshooting
- OptiStick Player RMA Process
If you’ve got an OptiStick Player and you’re having issues, you’ve come to the right place. For first time setup, see our article on how to Set Up the OptiStick Player.
Identify Your Device
There have been several versions of the OptiStick over the years. The most common are the Gen 2 and Gen 3 devices:
Functionally, these are quite similar. Both use the latest versions of the OptiSigns software. Most of their differences lie in Networking.
Best Practices
We recommend certain best practices to keep your OptiStick Player running at peak efficiency:
- Do not put too much pressure on the power cable, as this can cause the Player to get pulled from its HDMI socket.
- Keep the player in an indoor, air conditioned environment
- Run the OptiStick in fullscreen mode, or with a 2-3 zone Split Screen.
By default, an OptiStick Player has an Operational Schedule built in to ensure it has 8 hours of downtime per day:
If you require 24/7 uptime, more than 3 zones on a split screen, a heavy Website Dashboard (including Tableau or Power BI reports), or plan to use the player in hot or cold environments, consider the OptiSigns Pro Player or ProMax Player.
The Troubleshooting Page
Your first stop when running into a problem with the OptiStick Player should be the Troubleshooting Page. This is an option on the side menu.
To access it, press the Three-Bar button on your remote to open the side menu of the OptiSigns app. Navigate to Troubleshooting under the Advanced Options section.
Now you can view detailed information about the app’s status and connectivity to assist with troubleshooting.
- Check Internet Connection: Verifies whether the device has an active internet connection.
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Check Connection to API Services: Tests the device's connection to OptiSigns services.
- Note: If this check fails, it may be due to a firewall blocking the connection. Refer to our Whitelist Article for the required URLs and ports.
- Check File Downloading: Confirms the status of downloadable files (e.g., images, videos) being downloaded to the device.
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Network Information: Displays the current network the device is connected to.
- WiFi/Ethernet Details: Includes IP Address, SSID, Signal Strength, Channel, Connection Type, and MAC Address.
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Device Information:
- Screen Name, Pairing Code, Screen Resolution, OptiSigns App Version, OptiSigns MDM App Version, OS Version, Manufacturer, Model, Serial Number
- Heartbeat/Polling Interval: Indicates how frequently the device communicates with OptiSigns servers and the last received signal.
- Running Time: Shows how long the OptiSigns app has been running on the device.
- Storage: Displays used and total storage capacity.
- Memory: Displays used and total memory capacity.
- System Time: Shows the current system time on the device.
- System Time Zone: Displays the time zone configured on the device.
- Assigned Content Type: Indicates the type of content the device is playing (e.g., Asset, Playlist, Schedule).
- Assigned Content Name: Provides the name of the content being displayed.
- Device Created Date: Displays the date the device was activated.
- Operational Schedule Assigned: Shows whether an operational schedule is assigned (Y/N).
- Mute Status: Displays the current audio status of the device.
- Heavy Content Status: Indicates whether the device is handling heavy content (e.g., 4+ zones or SplitScreen with 4K video) (Y/N). This will usually result in lag.
Hardware Troubleshooting
Here we will cover the most common hardware troubleshooting issues our support team encounters.
Network Troubleshooting
| GEN 2 | GEN 3 |
| 2.4 GHz WiFi only | 2.4 GHz and 5 GHz WiFi |
| WiFi 5 and below | WiFi 5 and below |
| No Ethernet | Ethernet Capable |
The OptiStick is not compatible with 802.1x Enterprise networks or WPA3 WiFi security.
To identify and resolve network issues:
- Create a mobile hotspot, then have your OptiStick connect with it. A successful connection indicates a problem with your general Wi-Fi connection.
- Try a different network. You may need to move the device to get connected. A successful connection indicates a problem with your general Wi-Fi connection.
- Plug in an Ethernet cable to see if it can still connect.
To see what network you’re connected to, go to the Side Menu and hit Exit. This will close the OptiSigns app.
Next, open the menu on the side using the remote. If connected to a network, it should appear here. If not, you'll need to set that back up.
Power Troubleshooting
One of the most common causes of device instability is not using the provided power adapters and cables.
If your device has any sort of intermittent power issues, please ensure it is not being powered by the USB port on your screen. The USB port does not provide enough power to the device to keep it running under all conditions.
In the event there is no available power outlet nearby and the USB port is your only option, keep your content load light - meaning, no videos, no large files, etc.
HDMI & TV Connection Troubleshooting
If you’re having problems connecting your OptiStick to your HDMI port or TV, here are some steps to try:
- Try a different HDMI port on your screen
- Try to connect the OptiStick directly to your TV without the HDMI extended
- Try a different TV or monitor to see if it will work at all
If none of these work, contact our support team at support@optisigns.com.
Remote Control Troubleshooting
The OptiStick Player ships with a Remote Control. Which remote control you have depends on the version of your player, but they largely function the same with a few slight differences.
Gen 3 Remote:
| NOTE |
| To pair or re-pair this remote, hold the Back and Home buttons. |
Gen 2 Remote:
| NOTE |
| To pair or re-pair this remote, hold the Return and OK buttons. |
OptiSigns Players also support the Mobile Admin App as a Remote Control. This is our top recommendation, as not only does it function as a true remote control (allowing you to control your players from anywhere), but it has numerous other features as well.
If your remote control is having issues:
- Ensure batteries have been installed inside your remote control, and that they are not dead
- Re-pair your remote control with the player
- Try a plug-in USB keyboard or mouse
- Use the Mobile Admin app to set up Wi-Fi, or as a remote control itself
Blank Screen Troubleshooting
If your device and screen are on, but only displays a black screen:
- Network issues, see above.
- Check to make sure there is a Playlist or Asset assigned to your screen.
- Make sure your Timezones and Schedules match, including your Operational Schedule and normal schedule.
- Check your firewall settings, and ensure you’ve Whitelisted OptiSigns IP addresses and ports.
- Check your Operational Schedule, and verify its power settings are not set to Off. If an Operation Schedule’s power settings are set to Off, it will remain off during the designed time.
If the device is still not displaying content after you’ve checked these, check our Content Playback Troubleshooting section, then try a Factory Reset.
Changing Device Time Zone
When setting a schedule, it's critical that the portal and device share the same time zone. If the time zones are not identical, it can cause your schedule to start at a different time than you'd like. The issue is usually the device's time zone.
To do this, you'll need to change it. Start by pressing the Home button on your remote (or hit Exit App from the Side Menu), and navigate to the Settings menu.
Select Device Preferences.
Select Date & Time.
Select Set time zone.
For some reason, Android devices lead with Midway Island, in the middle of the Pacific (some things in life are best left a mystery). Navigate to your preferred time zone and select it.
Now your device and schedule should sync properly.
| NOTE |
| These steps can be performed remotely using the Mobile Admin App or through MDM Commands. The OptiStick needs to be connected and online for these commands to go through. |
How to Factory Reset the OptiStick
You can factory reset your OptiStick Player if the system is not functioning properly or the OptiStick system will not load.
There are two ways to do a factory reset.
Soft Reset
A soft reset can be performed if the system is still accessible and operational. This will erase all the data on the device, and may help improve performance and fix some issues.
On the Home screen, go to Settings. Hit Device Preferences, then choose About. Finally, choose Factory Reset.
It will ask if you’re sure you’d like to perform this function. If you are, hit OK. The soft factory reset will take place.
Hard Reset
When certain Android system files are corrupted, the device will not be able to boot into the Android system. In this case, you will need to perform a hard reset.
To perform one, you’ll need a small tool. Think paperclip, needle, or SIM card pin. Then, ensure the device is completely powered off and the USB power cable is unplugged from the device.
Next, use your small tool to press into the small hole on the side of the device. Hold it, then plug in the power cable while the tool is still pressing the button in the small hole.
The system will then boot into recovery mode. You can use the button to navigate between selections and will need to press and hold for 1-2 secs to confirm selection. Choose wipe data/factory reset, and the factory reset will start.
Then choose Factory data reset:
Once the process is complete, you’ll see a Data Wipe Complete message at the bottom of the screen. From there, select Reboot System Now to finish.
Your OptiStick will be fully factory reset.
Content Playback Troubleshooting
This section deals with common issues we see when trying to display content using an OptiStick Player.
Website Display or Sizing Issues
To display a website as you would see it on a Desktop or PC, change Device Scaling to smallest.
For more information, see the relevant article on Device Scaling:
Designer or Template Sizing Issues
If using the Designer app, try setting the canvas size to 960x540, or change the display size on Android.
Screen Color Distortion
If your screen is showing distorted colors or displays, try:
- A different HDMI cable, port, or screen
- Turning off everything transmitting data between the screen and OptiStick, such as the HDMI-CEC, Dolby Vision, or auto adapting resolution
Fixing the OnHold Warning
This warning displays when the device is in the OnHold Folder. This happens when you’ve ordered more devices than you had licenses for. Any devices above your license limit will automatically be placed in the OnHold folder and will need to be removed, even when the license limit has been raised.
App Crashing
To handle crashes, clear the cache and then data of the OptiSigns Player, then reboot. You may need to Factory Reset.
App crashes are most common when is kept on for extremely long periods of time. To avoid them, schedule a Restart Timer.
OptiStick Player RMA Process
If none of the solutions here work, feel free to submit an RMA request. Devices will be tested as part of the RMA process, and if they are working correctly, you (the customer) will be charged a restocking fee.
Here are the steps for an RMA:
- Obtain a proof of purchase stating that your device was purchased within the last 12 months, complying with our 12-month warranty policy.
- Fill out this RMA request form.
- RMA requests are reviewed within 3 business days.
- New devices arrive within 3-5 business days to most places in the United States.
- Return the old device within 30 days.
That's all!
If you have any additional questions, concerns, or any feedback about OptiSigns, feel free to reach out to our support team at support@optisigns.com.