Troubleshooting Guide - NoviSign (JTECH CMS)

Purpose

This guide is for cases where:

• The display is playing content normally, but
• The JTECH CMS (NoviSign Studio) shows the display as disconnected

This usually indicates a communication or sync issue, not a playback issue.

Section 1 – Update the Application (Primary Step)

One of the most common causes is that the device is running an outdated version of the application, which may not properly report status back to the CMS.

Steps to Update

1. Press the Back button on the remote to exit the presentation.
2. Go to Settings (wrench icon).
3. Locate Automatic Update:
   • Ensure it is ON (enabled)
4. Select “Update” or “Upgrade Now”
   • The update will run silently in the background
5. Wait 1–2 minutes
6. Press Back to exit settings
7. Log in again:
   • Select the screen
   • Press Go

Section 2 – Confirm Internet Connectivity (Important)

Even if content is playing, the device may not be properly communicating back to the CMS.

• Check Wi-Fi or Ethernet connection
• Ensure the network allows outbound communication
• Avoid restricted networks or firewalls blocking traffic

Section 3 – Verify Date, Time, and Time Zone

Incorrect time settings can prevent proper synchronization with the CMS.

• Go to device settings
• Confirm:
  • Date is correct
  • Time is correct
  • Time zone is correct

Enable Automatic Date & Time if available.

Section 4 – Restart the Device

• Restart the media player or display
• Allow the app to reload
• Log back in and verify status

Section 5 – Re-login to Refresh Connection

• Log out of the app
• Log back in
• Re-select the screen
• Press Go

This forces the device to re-register with the CMS.

Section 6 – Application Reinstallation (If Needed)

If the issue persists:

1. Uninstall the NoviSign (JTECH CMS) app
2. Reinstall from the app store or JTECH CMS page
3. Log in again
4. Select screen and press Go

 
Section 7 – Network Requirements (Recommended Addition)

For proper communication with JTECH CMS:

• Allow outbound HTTP/HTTPS traffic (Ports 80 and 443)
• Avoid networks with strict firewall or proxy restrictions
• Ensure no content filtering is blocking communication

Section 8 – Key Notes

• This issue does not affect content playback
• It is related to status reporting / heartbeat communication
• Most common causes:
  • Outdated app version
  • Automatic updates disabled
  • Network/firewall restrictions
  • Incorrect time settings

Expected Result

After completing these steps:

• The display should appear as Connected in JTECH CMS
• Content should continue playing normally

If the issue persists, collect:

• Device model
• App version
• Network type (Wi-Fi / Ethernet)
• Screenshot of CMS status