TROUBLESHOOTING
My disk appeared damaged when it arrived, what should I do?
My sign is all "black"
My sign is all "red"
My sign is "stuck" on a message
My new disk has last month's messages on it
How can I protect my sign from storms?
Can I get a maintenance program for my sign?

My disk appears damage when it arrived, what should I do? (BACK TO TOP OF PAGE)
In the event your disk is damaged or does not work, please contact us for a replacement disk by the 10th of the month. We program our disk duplicators to begin processing the next cycle's diskettes and may not be able to replace your current one after that date. We recommend that you check your disk as soon as it arrives to ascertain whether it is a 1 or 2 cycle disk and to check for any errors or loading problems. Please call our Customer Service Department for assistance with any disk problems or for troubleshooting on the Big Red Sign. NOTE: Try the following before inserting the disk in your sign each month:

  

  1. Visually inspect the disk - specifically the silver metal sleeve - for any signs of damage such as crush marks, dents, etc. (If the sleeve has become dislodged during shipping DO NOT put it back on the disk! It will not work.)

  2. The silver metal sleeve should snap back into place when gently pulled to the side.

If the disk is free from visible damage and the sleeve snaps back into place, the disk is fine to use. If you notice any of the above problems with the disk - DO NOT USE THE DISK IN YOUR SIGN. Please call Customer Service for technical assistance and/or a replacement disk.

The Repair Program has revealed that many of the problems reported were not really hardware problems at all. Most of the problems were simple issues such as the board not getting power or that a disk had been damaged in the mail. To assist our members, we have compiled this brief troubleshooting guide to address some of the most common problems.

MY SIGN IS ALL BLACK (BACK TO TOP OF PAGE)
Start by checking the power cord connection on the back of the sign as well as to the power outlet, including the extension cord(s). If the sign is plugged into an outlet controlled by a wall switch, it should be double-checked as well. If everything is secure, check that the power switch on the back of the sign (just above where the power cord plugs in) is flipped to the "I" position. You may want to try plugging another appliance into the outlet (like a lamp or calculator) to check that the outlet is getting power. If these steps don’t reveal the problem, please call Customer Service (1-888-7413).

MY SIGN IS ALL RED (BACK TO TOP OF PAGE)
Turn the sign off with the switch located on the back of the sign. Wait about 30 seconds, insert your disk and then turn the sign back on. If the sign still does not begin running your show, try an old disk. If the old disk runs, it is simply a disk problem. If neither disk runs, it may be a hardware problem. In either case, call Customer Service (1-813-888-7413) to request a new disk or to report the problem.

MY SIGN IS "STUCK" ON A MESSAGE (BACK TO TOP OF PAGE)
If this happens and your last disk worked fine, it is simply a disk problem. Call Customer Service (1-813-888-8656) to request a new disk. If the problem persists after receiving a new disk, please contact Customer Service for additional assistance.

MY NEW DISK HAS LAST MONTH’S MESSAGES ON IT (BACK TO TOP OF PAGE)
In order for the new disk to load in your sign, the unit must be turned off and then restarted with the new disk inside. If the unit is not restarted with the new disk, it will continue to run the old disk’s information.
Members who experience problems or have questions may call 1-813-888-7413 and a Customer Service Representative will be happy to assist you.

WEATHERING THE STORM (BACK TO TOP OF PAGE)
"Last night during a severe storm we lost power and now my sign will not work - What do I do?" One network member’s board was damaged during a storm from an electrical surge after a power outage. While this is not an everyday occurrence, we occasionally get calls on equipment that has been damaged from floods, fires, power surges or lightning.
Prevention is key to maintaining your equipment. During storm season brownouts and voltage drops/power spikes occur frequently. Having your sign on a surge suppressor not only protects it against storm related events but also against the cumulative wear and tear on the sign that occurs from frequent power surges and outages which may cause the power supply to run hotter and affect the entire sign. The type of surge suppressor you need depends on your surge exposure, the type of equipment to be protected and the integrity of the electrical wiring in your business. In addition to the surge suppressor, you may want to make sure that your board is on its own dedicated circuit and is grounded.
If you are in an area with frequent power outages or storms, you may wish to go one step further and invest in a UPS (uninterruptible power supply). A UPS is used in place of the surge suppressor and not only suppresses power surges but its internal battery also maintains a constant source of power. The battery remains fully charged until a voltage drop. The UPS will then sound an alarm indicating the loss or spike of power and continue to run the equipment until power is restored. Most UPSs provide 15 minutes of backup power allowing you to properly shut the equipment off.
Prevention is the best protection you can have to ensure the equipment’s long term performance. If you do experience problems, please follow these simple steps:

  1. Turn the power off to your board
  2. Unplug the power cord from the wall
  3. Remove the disk from your board
  4. Wait a full 10 minutes
  5. Plug the board back in checking the connections
  6. Insert a disk that you know works
  7. Turn the board back on waiting a full 10 minutes to complete the loading process.

If these steps do not solve the problem please call G2-IPN customer service (1-813-888-7413) immediately.