How can we help you?

Welcome to our help center, if your issue is not listed in the Knowledge Base, contact our support team using the form below.

Android
  • Player is not starting

    If Player (computer) is not starting, try the followings:

    Press the power button, or
    unplug power cable, ethernet cable, HDMI cable, wait for 10 minutes, plug everything back and press the power button

  • Menu is showing wrong content

    If your menu is showing wrong content, please go to Support and Open a ticket (make sure to mention your name, company, store location, the problem and attach photos.

  • Black Screen

    When you have a black screen, this can be caused to one of the followings:

    Player is Off
    Monitor is Off
    Monitor is on Different Channel
    HDMI Cable is not connected
    No Internet Connection
    1. Player is Off.

    Check the power first, make sure the player is connected to power.
    Check the Power Light indicator if it’s on or off.
    If player is Off (no light indicator), press the power button.
    If the player is on (light indicator), restart the player by pressing power button for few seconds.
    Screen Still Back, check other options below.

    2. Monitor is Off.

    Check the power first, make sure the screen is connected to the power and that there is a light indicator.
    Try turning it on by using Remote Control.
    Screen Still Back, check other options below.

    3. Monitor is on different channel

    Using the Remote Control or Menu Button on the Monitor itself, change the Channel to HDMI1 (or HDMI2).
    Screen Still Back, check other options below.

    4. HDMI Cable is not connected

    Make sure HDMI cable is not damaged and it’s connected on both ends (Monitor and Player).
    Screen Still Back, check other options below.

    5. No Internet Connection

    If all Above are checked, then check your internet connection.
    Check ethernet cable and that it’s not damaged or connected firmly to both ends (Player and Modem).
    Check if there is internet in the store.
    Restart the Modem.
    Screen Still Back, please go to Support and Open a ticket (make sure to mention your name, company, store location, the problem and attach photos.

  • Menu is not rotating

    Check your internet connection
    Then restart the player

  • Player is not starting

    If Player (computer) is not starting, try the followings:

    Press the power button (if applicable), or unplug power cable, ethernet cable, HDMI cable, wait for 10 minutes, plug everything back and press the power button

  • Menu is showing wrong content

    If your menu is showing wrong content, please go to Support and Open a ticket (make sure to mention your name, company, store location, the problem and attach photos.

Windows
  • Popup Message on Screen

    When you see a popup message on Windows screen.

    If you have a wireless keyboard with built-in mouse pad (recommended at least one per store). click on the proper button (i.e Cancel, OK, etc…)
    If you don’t have a wireless keyboard, restart the player.

  • Player is not starting

    If Player (computer) is not starting, try the followings:

    Press the power button, or
    unplug power cable, ethernet cable, HDMI cable, wait for 10 minutes, plug everything back and press the power button

  • Menu is showing wrong content

    If your menu is showing wrong content, please go to Support and Open a ticket (make sure to mention your name, company, store location, the problem and attach photos.

  • Menu is squished on one screen

    If you have 2 or more monitors (screens) connected to one player (computer) and the menu is showing or squished only on one monitor (screen).
    1. If other monitors (screens) showing Desktop wallpaper:

    Restart the player (computer)
    2. If other monitors (screens) are black

    Check the HDMI cables, and/or
    Check if the monitors (screens) have power, and
    Restart the player (computer)

  • Black Screen

    When you have a black screen, this can be caused to one of the followings:

    Player is Off
    Monitor is Off
    Monitor is on Different Channel
    HDMI Cable is not connected
    No Internet Connection
    1. Player is Off.

    Check the power first, make sure the player is connected to power.
    Check the Power Light indicator if it’s on or off.
    If player is Off (no light indicator), press the power button.
    If the player is on (light indicator), restart the player by pressing power button for few seconds.
    Screen Still Back, check other options below.

    2. Monitor is Off.

    Check the power first, make sure the screen is connected to the power and that there is a light indicator.
    Try turning it on by using Remote Control.
    Screen Still Back, check other options below.

    3. Monitor is on different channel

    Using the Remote Control or Menu Button on the Monitor itself, change the Channel to HDMI1 (or HDMI2).
    Screen Still Back, check other options below.

    4. HDMI Cable is not connected

    Make sure HDMI cable is not damaged and it’s connected on both ends (Monitor and Player).
    Screen Still Back, check other options below.

    5. No Internet Connection

    If all Above are checked, then check your internet connection.
    Check ethernet cable and that it’s not damaged or connected firmly to both ends (Player and Modem).
    Check if there is internet in the store.
    Restart the Modem.
    Screen Still Back, please go to Support and Open a ticket (make sure to mention your name, company, store location, the problem and attach photos.

  • Menu is not rotating

    Check your internet connection
    Then restart the player

  • Player is not starting

    If Player (computer) is not starting, try the followings:

    Press the power button (if applicable), or unplug power cable, ethernet cable, HDMI cable, wait for 10 minutes, plug everything back and press the power button

  • Menu is showing wrong content

    If your menu is showing wrong content, please go to Support and Open a ticket (make sure to mention your name, company, store location, the problem and attach photos.

  • Only Desktop Wallpaper is showing

    If you only see desktop wallpaper, just restart the player (computer).

  • Other program/application/content is showing instead of menu/advertisement

    If you see other application (i.e. Web browser, Microsoft Word etc…) on the monitor (screen).
    If you have a keyboard, close these programs/applications until you see the menu, or just restart the player (computer).

  • Logo looping and not going anywhere

    If you see Android or Windows Logo looping or Still, or if you see BOLDvision wallpaper for more than 1 hour. please follow these steps:

    Press the power button, or unplug power cable, ethernet cable, HDMI cable, wait for 10 minutes, plug everything back and press the power button

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