Digital Signage Support, Training, and Troubleshooting

Every Imagine customer has access to our knowledgeable digital signage support team. Whether you have a technical question, need assistance with a feature, require help with setup or training, or simply want advice on getting more from your screen network, we are here to help.

You will be speaking to people who understand both the software and the practical realities of managing digital signage. If you are experiencing a problem, provide as much information as possible so that we can help determine whether it relates to the content, player, display, internet connection, power, or installation.

Our goal is not only to resolve problems. We also want to help you use the platform confidently, grow your network successfully, and maximise the value of your digital signage investment.

Contact us using the channel that is most convenient for you. Support is available 24 hours a day, 7 days a week, through telephone, WhatsApp, email, or a scheduled video meeting.

For a quick question, a WhatsApp message or call may be easiest. If the problem involves several screens, files, or technical details, email can be useful because you can include screen names, error messages, photographs, and other supporting information. A video meeting may be recommended when it would help to guide you through a process or review the account together.

Yes. When you contact Imagine, you will speak to a real member of our team. We believe good digital signage support should be personal, knowledgeable, and genuinely helpful, rather than relying entirely on automated responses or AI chatbots.

Whether you contact us through WhatsApp, telephone, email, or a scheduled video meeting, you will receive personalised assistance from people who understand both the Imagine platform and the practical challenges of managing a digital signage network.

We will take the time to understand what you are trying to achieve, help resolve the immediate issue, and offer practical advice where needed.

Absolutely. Getting started with a new digital signage platform should feel straightforward, so we guide you through the onboarding process and help ensure that your screens are configured correctly, your users understand the software, and your network is ready for day-to-day operation.

We also provide personalised training sessions based on what your team actually needs to do. Training can cover:

• Uploading and organising content
• Creating and managing playlists
• Scheduling campaigns
• Connecting and managing screens
• Monitoring your network
• Managing users
• Understanding reports and analytics

Different users may need different levels of training. A content editor may only need to understand the media library and playlists, while an administrator may also need training on screens, users, monitoring, and reporting. Let us know who will be attending and what they are responsible for, and we will tailor the session accordingly.

Most users become comfortable with the platform after a short training session, but support does not end there. You can continue to contact our team whenever you need further guidance or a refresher.

If a screen appears offline, it means the player has not communicated with Imagine for a period of time. The most common causes are:

• An internet or local network interruption
• The display or media player being switched off
• A player restart
• A power interruption
• A disconnected network cable or weak Wi-Fi signal

Start by checking the screen’s last connection time in Imagine. Then confirm that the display and player have power, the player has started, and the router, Wi-Fi, or Ethernet connection is working.

An offline screen will usually continue playing content that has already been downloaded. It simply cannot receive new content, schedules, or management instructions until the connection returns.

Work through the content path from beginning to end. Check that:

• The correct file was added to the intended playlist
• The playlist or campaign was published
• The correct screen or screen group was selected
• The schedule is active for the current date, day, and time
• The content has not expired
• The player is online
• The new media has finished downloading

A remote screenshot can help you see whether the screen is still showing the previous loop or has received the change. If everything appears correct and the content still does not display, send support the screen, playlist, and media names so we can investigate further.

Old content usually means the player has not received the latest published changes, the replacement media has not finished downloading, or an earlier schedule is still active.

First, confirm that the screen is online and check when it last connected. Then review the download status, active schedules, playlist assignment, and any expiry dates. Once communication is restored, the player should synchronise and download outstanding content or schedule changes.

Do not delete the old media until you know which playlist or schedule is still using it.

A video may fail because the upload or download is incomplete, the file is damaged, or its format, codec, bitrate, or resolution is not suitable for the selected player.

Try these checks:

1. Confirm that the file uploaded and processed successfully.
2. Check that it has fully downloaded to the screen.
3. Test whether the original file plays correctly on another device.
4. Replace the file or republish the playlist.
5. Test the video on one representative screen before sending it across the network.

If the problem continues, provide support with the media name, file details, affected screen, and player model.

Begin with a restart, as this resolves many temporary player issues. Before restarting, make sure it is safe to interrupt the screen and that no critical content is currently required.

If the player remains unresponsive, check that it:

• Has power
• Is connected to the internet
• Is connected correctly to the display
• Has enough available storage
• Is running the current supported version of the Imagine Player

If the player still does not respond, contact support with the screen name, player model, current status, and the steps you have already tried.

A black screen does not automatically mean the Imagine software has failed. Common causes include:

• The display being switched off
• The wrong input source being selected
• A loose or damaged HDMI cable
• A power problem
• The media player not running
• Very low display brightness
• A fault with the display hardware

A remote screenshot is especially useful here. If Imagine captures the expected content but the physical panel is black, the likely cause is the display, input, cable, brightness, or power. If the screenshot is also blank, check the player, playlist, assignments, and download status.

If the player appears online but the screen is blank or idle, the connection itself is probably not the main problem. Check:

• Whether an active playlist or campaign is assigned
• The campaign start and end dates
• The selected days and times
• Whether the content has downloaded
• The screen orientation and resolution
• The playlist and layout configuration
• Whether the display is on the correct input

A remote screenshot can help separate a playback or configuration issue from a problem with the physical display.

Automatic updates depend on the player communicating with Imagine. If a screen is offline, it can continue playing downloaded content, but it cannot receive newly published media, playlist changes, or schedules.

Check the player’s status and last connection time in the Screens dashboard, then test the site’s internet connection. Once communication is restored, outstanding updates should download automatically. You can monitor the download progress before assuming the new content is ready to play.

Start by checking whether the display powers on and is receiving a signal.

• If the display will not switch on, the problem is more likely to involve power, the panel, or its hardware.
• If the display powers on but shows “No signal”, check the selected input, HDMI cable, and media player.
• If the player appears online in Imagine and the remote screenshot is correct, but the physical screen is blank or wrong, focus on the display, input, cable, or brightness settings.
• If the remote screenshot is also wrong, review the playlist, schedule, download status, and player.

These checks help narrow down the likely cause before arranging a site visit.

The screen orientation, display resolution, playlist format, and artwork dimensions need to work together. Landscape screens generally use a 16:9 format, such as 1920 × 1080, while portrait screens generally use 9:16, such as 1080 × 1920.

First, confirm that the content was designed for the correct orientation and resolution, then check the player and display resolution settings. If the artwork is only slightly different, the media settings in the playlist can help you choose how it should fit or fill the screen.

Avoid forcing one design to serve very different screen shapes; a separate portrait or unusual-format version will usually produce a clearer result.

Download times depend on the internet speed at the site, file size, number of files, local network traffic, number of screens downloading at once, and available player storage. Large videos naturally take longer than images.

Check the file size, connection quality, and download status in Imagine. For an important or time-sensitive campaign, publish the content early enough for every screen to finish downloading before the scheduled start.

Once the media is stored locally, normal playback does not depend on internet speed.

Yes. Imagine allows you to capture a remote screenshot, which helps you verify what the player is displaying without travelling to the site.

Remote screenshots are useful for checking whether the correct playlist is playing, confirming that published changes have arrived, and diagnosing blank, old, cropped, or unexpected content. Remember that the screenshot shows what the player is rendering. It cannot always confirm that the physical panel is switched on, visible, or free from a hardware fault.

The more useful context you provide, the faster the team can begin narrowing down the cause. Include:

• Your account or organisation name
• The screen name and store, branch, or location
• A clear description of what is happening
• What you expected to see
• When the problem began or was first noticed
• Whether one screen or several are affected
• Relevant playlist, schedule, or media names
• The player and display model, where known
• Any recent changes
• The exact wording of error messages
• A photograph of the physical screen and a remote screenshot, where relevant

Also tell us what you have already checked. Please hide sensitive information and never send a password in a screenshot or support message.

Many common content, scheduling, configuration, download, and player-status issues can be investigated and resolved remotely within a relatively short period. The exact time depends on the cause, the number of screens affected, the information available, and whether someone at the site needs to complete a physical check.

If the problem involves power, cabling, connectivity, a damaged display, or hardware replacement, it may take longer and require an installer, internet provider, or site contact. Providing accurate screen names, photographs, error messages, and recent changes helps avoid unnecessary delays.

Regular monitoring and a consistent setup make problems easier to prevent and diagnose. We recommend:

• Using compatible, appropriately rated hardware
• Providing stable power, connectivity, and ventilation
• Keeping players online and updated
• Using standard, tested media formats
• Giving screens, playlists, and content clear names
• Monitoring screen status and offline alerts
• Reviewing reports and repeated outages
• Keeping installation, warranty, and site-contact details with each screen record
• Testing offline playback and automatic restart during setup

If the same issue keeps returning, compare incidents by site, player model, network, and recent change instead of treating each one as unrelated.

Imagine can help narrow down whether a problem appears to involve the platform, player, display, installation, power, or network. The organisation responsible for the repair will depend on who supplied the equipment and what your support and warranty agreements cover.

A display fault may need the screen supplier or manufacturer, while an internet outage may need the site’s service provider or IT team. Keep installer, supplier, warranty, internet-provider, and site-contact details in the screen record so the correct person can be reached quickly.

Remote restart capabilities depend on the media player, operating system, and hardware model being used. Some supported devices can be restarted remotely through Imagine, while others may require action at the screen.

Contact the Imagine team with your media player or display model, and we will confirm whether remote restart is available for your setup.

No. The Imagine support team cannot automatically access or view your dashboard, computer, or physical screens.

If you need hands-on troubleshooting, a team member can assist through TeamViewer or AnyDesk with your permission. You will need to start or approve the remote-support session, allowing you to remain in control of the access provided. Once the session ends, our team will no longer have access to your device.

No problem! Every screen network and installation is slightly different, so you may occasionally have a question that is specific to your organisation, hardware, or setup.

Contact the Imagine team and tell us what you are trying to achieve or what is going wrong. We will be happy to help, and where a question could assist other customers too, we may add it to the Knowledge Centre in future.