PO BOX 949 • Murphy, NC 28906 • 800.565.1920 • www.mediplay.com
6 77
7. Content is not updating.
• If the media player has lost its network connection, it will not receive any updates until
the connection is restored. To identify an oine media player, look at the Weather Icon
and Ticker message. If both are missing, the media player is most likely oine. Please
verify the network connection.
• If the media player is properly connected, and the network settings have not changed,
reboot the media player. If issue persists, contact Mediplay Support.
8. Verifying or updating network settings.
• Connect a USB Keyboard and USB Mouse to the media player, and then press ESC. Once
the player window has been minimized, close the window by clicking the “X”. Click on
the Mediplay icon to access the desktop. Once all changes have been made, simply
reboot the media player.
Frequently Asked Questions
Q. How do I update my content?
A. Login to Mediplay Connect, by visiting: app.mediplay.com
Q. How often can I update my content?
A. You are free to update your content as often as you like.
Q. How quickly do changes take aect?
A. Ticker messages are updated every 30 seconds while all other content is updated
every 20 minutes. Download times may vary based on connection.
Q. Do I need to turn the media player on/o every day?
A. No, the media player is designed to be left on 24/7. Set the operating hours for
each location in Mediplay Connect (Administration > Players and Locations).
Q. Is there audio?
A. Although the medical topic videos and custom templates do not contain audio,
audio is present on most videos in the vendor, entertainment and PSA libraries.
Background music can also be applied for an additional $10/month and will play dur-
ing an content without audio. To preview and apply, go to Content > Music.
Q. Can we manage screens across multiple locations?
6
Troubleshooting Tips
1. Content not playing / TV is black
• Verify that your TV is powered on and set to the correct input / source.
• Verify that your media player is powered on, by looking for the blue power light. If the
power light is not illuminated, press the power button to power on.
• Verify that the video cable is properly connected to the TV and media player.
• Within Mediplay Connect, verify your location’s operating hours. Go to Administration
> Players and Locations, then click Operating Hours next to the corresponding location.
Content will not display outside of operating hours.
2. Content not fitting the TV correctly or displaying at a very low resolution
.
• Using your TV’s remote control, access the menu and adjust the Picture Size setting to
one of the following (if available):
16:9 / Screen to Fit / Fill / Natural / Just Scan
• Verify that your media player is set to the correct resolution, as established during instal-
lation and assigned in the Online Subscriber Portal.
3. Content is “frozen”
• Press the power button on the media player. If the player does not turn o after 15
seconds, please press and hold the power button until the media player turns o. Once
powered o, wait 10 seconds, then press the power button again to turn the media
player on.
4. Ticker and weather bug are not being displayed.
• In most cases, this means that your media player has lost its network connection. Verify
network connection (see “Running a Diagnostic Report” on pg.4).
• If the media player is properly connected and the network settings have not changed,
reboot media player.
5. Content errors during playback.
• If possible, attempt to identify the content file in question, as well as the area of the
6. Wrong date being displayed.
