Digital Signage - Basic Troubleshooting

Environment

Student Life, ITS, MiWorkspace, Housing, Dining, Unions, RecSports, IGR, Digital Signs, Smart TV, System-on-Chip, SoC

Issue

Overview of common digital signage issues and how to troubleshoot them.
 

Resolution

Context

There are two types of digital signage used in Student Life.  Accordingly, this KB will address the most common issues associated with each type.  If none of the below solutions work, please create a ticket and have it routed to either ITS Digital Signage or SLTS.

Some important things to keep in mind before continuing:

• Student Life Technology Solutions (SLTS) has five (5) main roles in the digital signage workflow.  Unless noted otherwise, these roles are the responsibility of the Operations team:

  • Submitting access requests to give unit-designated staff appropriate resource access to serve as a content manager.  

    Normally, the resources in question solely consist of the network drive used for adding content files, but sometimes FourWinds Content Manager access is needed as well - usually for content scheduling purposes.

  • Initial troubleshooting of network connectivity and hardware issues of the digital signs.

  • Arranging the installation and equipment updates of digital signs.

  • Creating, configuring, and troubleshooting all objects in the Student Life directory of FourWinds Content Manager.

  • Configuring and troubleshooting the data integrations facilitated by FourWinds Integration Studio (Web & Apps team)

• Student Life Content Managers are unit-designate staff who are responsible for creating, submitting, and managing the content on their unit's digital signs. This includes the content files, the CSV file, the signage templates, and (in some cases) the configuration of their signs' Player and Content objects in FourWinds Content Manager.

• ITS Digital Signage is responsible for licensing each instance of the FourWinds software used on a Student Life digital sign, troubleshooting any FourWinds-specific error codes, and serving as the initial point of contact for vendor (Poppulo) follow-up when necessary.

• ITS Field Service Technicians are responsible for running, activating, and troubleshooting all electrical and data lines behind the wall that are needed for a digital sign to function.

• ITS MiWorkspace Engineering is responsible for managing and troubleshooting the build image used on a digital signage computer.

• ITS UMNet is responsible for creating, managing, and troubleshooting the VLAN configurations that the digital signs utilize.  UMNet is also the ticket intake department for incidents and requests alike.  They will route to other ITS Infrastructure teams as needed.

Supported Units / Locations

SLTS only supports digital signs in Student Life units and locations, but not all digital signs in Student Life units and locations are managed by SLTS.  The following table can be referenced to determine whether or not a digital sign is supported by SLTS:

Troubleshooting

The following sections will go over the most common troubleshooting steps for their respective technology type.
 

Content Folder

This is a universal technology used by all digital signs administrated by SLTS.  Content folders are typically a UNC Path on a U-M network drive.

All troubleshooting efforts related to content folders should be routed directly to SLTS.

1. Authorized user cannot access their unit’s content folder
   • A member of the unit’s leadership team will need to submit a ticket to SLTS for the needed access, making sure to include the content manager’s uniqname and the specific content folder they need access to.
      

Content Manager

This is the backend application framework that allows users to configure, manage, and troubleshoot digital signs and their associated content.

Issues related to this program could go to either ITS Digital Signage or SLTS, depending on the exact nature of the issue.  For the issues listed below (and similar), tickets may be routed to SLTS if the listed solutions fail to resolve the problem.

1. “Player machine not configured” error occurs when attempting to redeploy content
   • This means that the content player was not set up correctly.  Route the ticket to SLTS for follow-up investigation.
      
2. “Source file not found” error occurs when attempting to redeploy content
   • This means that the content file could not be found in the department's content folder. Have the user double-check the directory for the file and adjust it if needed.
      
3. Database/Integration data isn’t being loaded in signage templates
   • This mostly occurs with Dining menu signs, but can also occur on signs with EMS/Event Services feeds.  With this in mind, there are two common scenarios:
     • FourWinds Integration Studio is malfunctioning or was configured incorrectly.  Route the ticket to SLTS for follow-up investigation.
     • The remote database or server process governing the API handshake with FourWinds has crashed or otherwise been rendered unresponsive.  Route the ticket to SLTS for follow-up investigation.
        

Hardware:  TV + Mini PC Signs

This is the most common type of hardware configuration for digital signs in Student Life. The Mini PCs run a custom build of the Microsoft Windows OS that is supported by ITS Digital Signage and ITS MiWorkspace more broadly.

Initial troubleshooting efforts should be done by the Neighborhood IT (NIT) team that covers a given area before routing to SLTS. NIT is also responsible for all reimaging work associated with a digital sign’s Mini PC.
 

1. The sign is off/won’t turn on
   • Check the power supply connections at the following points
     • Wall outlet
     • Mini PC
     • TV
   • Press the power button on the TV or the Mini PC
      
2. The sign is on but is saying that there is no input detected
   • Check that the Mini PC is turned on
   • Verify the input cable connection from the Mini PC to the TV (HDMI or DisplayPort)
   • Change the input of the TV and try other sources. Some TVs have multiple HDMI or Display ports
   • Reseat the input cable and power-cycle the TV and Mini PC
      
3. The content being played is partially cut off or has a size that is different than expected
   • Restart the Mini PC
   • Adjust the resolution and sizing settings on:
     • The TV
     • The Mini PC
       • Plug in a keyboard via a USB port and press the letter “C” to open Content Player’s Configuration settings
       • Choose “Task Manager” and log in with your standard credentials.
         • M1 accounts won’t provide the needed access, so you’ll need to reach out to ITS Digital Signage or SLTS if your standard login isn’t approved
       • Once Task Manager launches, choose “More details” and then File -> Run new task
       • At the Create new task prompt, type in “explorer.exe” to launch the Windows explorer
       • Go into the Start menu and launch the Settings app
       • Navigate to System -> Display, then verify that the Mini PC is set to 1920x1080 or 3840x2160. If it isn’t, switch it to one of those two resolutions
     • FourWinds Content Manager
       • Have a unit content manager, ITS Digital Signage, or SLTS log into CM and verify that the player object associated with the digital sign has its scaling option in the Properties menu set to “Shrink templates and content if needed to fit the screen”
         • If this has not been done, be sure to select the “Deploy” option after saving the change
            
4. The sign asks for an invite code
   • Open a ticket with ITS Digital Signage requesting an invite code be issued. The Mini PC’s serial number should be provided when doing so
     • Note:  licenses require a shortcode to provision, so the serial number is needed to make sure there are no repeat billings for the same device
        
5. Sign PC won't output compatible video signal to video encoder in an AV stack, resulting in a blank display
   • Uncommon; usually seen in Rec Sports facilities and Petrovich Grill.
   • Usually caused by a sign PC's graphics driver not supporting the resolutions available on a video encoder, most commonly 1080i (not 1080p).
   • The only solution currently known is to uninstall the current graphics driver and install an older version that still supports 1080i output.
     • For the Dell OptiPlex Micro 7010 model, the needed driver package is Intel-UHD-Graphics-Driver-and-Intel-Graphics-Command_7T6TV_WIN64_31.0.101.3302_A01_01.
        

Hardware:  Smart TV Signs (SoC)

Signs using this hardware configuration rely on a System-on-Chip, or SoC, included with the Smart TV to handle most of the processing. These devices run a proprietary OS with limited functionality and do not support in-depth troubleshooting, an example of which is the lack of remote login capability.

No content is stored locally on these devices, instead being pulled from a web hosting server. More often than not, if a content issue arises, it’s either due to the player object targeting the wrong content deployment server or a problem with the network connection.
 

1. The sign is off
   • Check the power connections at the TV and the wall
      
2. The content does not match what appears in FourWinds Content Manager
   • Smart TVs check in periodically for changes, rather than being pushed content changes. However, these changes can be manually initiated:
     • Power-cycle the Smart TV
     • Have a unit content manager, ITS Digital Signage, or SLTS log into CM and select the “Deploy” option for the player object associated with the sign
        
3. The sign asks for an invite code
   • Open a ticket with ITS Digital Signage requesting an invite code be issued. The Smart TV's serial number should be provided when doing so
     • Note:  licenses require a shortcode to provision, so the serial number is needed to make sure there are no repeat billings for the same device
        

Hardware:  Interactive Signs (Touchscreen)

In a small number of multicultural and minority lounges throughout campus, touch-based interactive digital signs are present.  These are affiliated with the Diversity, Equity, and Inclusion (DEI) division of the Housing Department.  These signs provide several user-guided information panels on the historical namesake of a given lounge - by default, the location each sign is installed within.

As of FY2025, these signs are located in the following lounges:

• Abeng Minority Lounge
• Edward Said Minority Lounge
• Yuri Kochiyama Multicultural Lounge

Unlike the majority of other signs in SL buildings and units, these signs and their content are not based on the FourWinds framework.  Consequently, the troubleshooting steps are comparatively simple:

1. Interactive sign is not displaying content or content appears distorted:
   • Perform the following checks:
     • Power-cycle the PC in the back of the display
     • Power-cycle the display
     • Verify all cable connections are secure and undamaged
     • Reseat all cable connections
   • If the above steps do not resolve the issue, please route the ticket to SLTS.

Additional Information

If the content for a given sign is not updating despite looking correct in FourWinds Content Manager, be sure to check the network connections of both the sign and the wallplate. There have been several occasions where the network jack on the wallplate does not pull a valid IP address due to being deactivated or having damaged cables somewhere between the wallplate and the network switch - this requires escalation to UMNet and/or ITComm to resolve.
 

All digital signs, regardless of type, should be using the VLAN-62 configuration. This is the custom VLAN that ITS Digital Signage has built in partnership with UMNet to minimize firewall conflicts between the digital signage software framework and the local digital signage hardware. Much work has been done to migrate all known digital signs over to this VLAN, but please notify ITS Digital Signage immediately if a digital sign is discovered that is not on this network - be sure to include all information from the Fluke's readout when doing so.
 

Most units in Student Life have designated content managers who handle their unit’s signage. These content managers have different levels of access depending on their unit’s needs.

1. Level 1 - Only manages content in a folder on a network drive, which is then fed to content players (digital signs) associated with their unit.
   • This is the most common level of access that unit content managers have.
      
2. Level 2 - Direct access to FourWinds Content Manager and manages all items associated with their unit, including templates.
   • As of FY2025, the units with Level 2 content managers are:
     • M|Dining
     • CIC
     • SOAS
     • Michigan Union*
       • *Digital signs associated with the general building, such as hallways, NOT the unit suites within the Union (unless otherwise noted in this section).