Troubleshooting Your Digital Sign

Having issues with your sign?
Try these quick steps before calling Reach Support at 1-833-34REACH (or open a ticket through the Reach support portal — but calling is often faster).

Tip: If you see an error message, take a photo of the TV screen or a screenshot of the Reach Dashboard. This helps the support team diagnose the issue.

TV Checklist

Is the TV powered on?
Is the correct HDMI input selected?
Try turning the TV off and on again. Does an error message appear? (Take a photo or write it down.)

If the sign turns on but shuts off again later, try:

Turn off power-saving settings.
Check the TV’s time and time zone settings.
Make sure the TV isn’t trying to connect to Wi-Fi or the internet.

Media Player Checklist

Are the power and Ethernet cables securely plugged in?
Is the green status light on?

Reach Dashboard

If the media player shows as “Offline”:

Unplug the media player’s power cord for 30 seconds, plug it back in, and wait a few minutes to see if it reconnects.

If it shows as “Online”:

Click the Refresh button. If that doesn’t work, try the Reboot button.
Watch the TV for any messages as it restarts, and take a photo if something pops up.

If the Refresh and Reboot buttons are greyed out:

Unplug the media player’s power cord for 30 seconds, plug it back in, and wait a few minutes. Watch both the TV and Dashboard for updates or errors.