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BenQ RM750K Installation Handbook

Digital signage/ifp
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Digital Signage/IFP
Installation Handbook

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  • Page 1 Digital Signage/IFP Installation Handbook...

  • Page 2: Copyright

    Copyright Copyright © 2019 by BenQ Corporation. All rights reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system or translated into any language or computer language, in any form or by any means, electronic, mechanical, magnetic, optical, chemical, manual or otherwise, without the prior written permission of BenQ Corporation.

  • Page 3: Table Of Contents

    Table of Contents Copyright ............................2 Disclaimer ............................. 2 Display installation guide ......................5 Precautions ..............................5 Notes on moving the display ........................5 Notes on installing the display......................... 7 Notes on using the remote control....................... 8 Cable extension guide ..........................10 Video wall installation guide ....................21 Precautions ..............................
  • Page 4 Preventing afterimage burn-in ....................76 Appendix 1: Installation Checklists ..................77 Before installation............................ 77 After installation ............................78 Warranty information ..........................79 Appendix 2: Basic Troubleshooting Checklists for IFP & IL series .......80 Part I: customer feedback form (customer information and description of problem) ... 80 Part II: problem resolving attempt &...

  • Page 5: Display Installation Guide

    Display installation guide To ensure safety, please read this manual carefully before installation and follow the instructions herein. Store this installation guide in a secure place for future reference. At the end of this Installation Handbook are installation checklists that help you to ensure the necessary steps have been completed.
  • Page 6 Always move the display by at least two (2) adults with both hands. 90° 90° Lay down the display gently and horizontally. When you want to place the display face down, prepare a flat and horizontal surface that is larger than the display and spread a thick protective sheet on it.

  • Page 7: Notes On Installing The Display

    When you want to upturn the display, stand the display vertically to make sure its weight spread evenly on the surface. • Check the shock label on the outside of the product carton. The shock indicator on the label will turn red if the display/package is improperly handled (for PL/PH series only). Notes on installing the display Installation of this display should only be performed by two (2) qualified technicians.

  • Page 8: Notes On Using The Remote Control

    • Do not install near any heat source such as radiators, heat registers, stoves, other apparatus (including amplifiers) that produce heat or put the unit exposed to direct spotlight or sunlight. Notes on using the remote control Point and aim the top front of the remote control directly at the display’s remote control sensor window when you press the buttons.
  • Page 9 When using the remote control, make sure the display’s remote control sensor window is NOT exposed to direct sunlight or strong reflected light, e.g. tile flooring. Display installation guide...

  • Page 10: Cable Extension Guide

    This guide provides additional information about how to extend VGA, HDMI and USB connections as required in the environment where you set up your BenQ digital signage and interactive flat panel displays. Refer to the instructions in this guide and the User Manual of your BenQ display to ensure stable and optimal performance.
  • Page 11 Extending the VGA connection using a VGA amplifier/repeater If you need to connect the display to a computer or other VGA source devices over a long distance (over 3 meters), a VGA signal amplifier must be used to boost the signal and prevent potential display quality problems like interference and ghosting.
  • Page 12 Extending the HDMI connection using an HDMI amplifier/repeater Although there is not an official limit on HDMI cable length (as it mainly depends on the quality of the HDMI cable), in order to prevent potential display quality problems like interference and ghosting, if you need to connect the display to a computer or an A/V device (such as a DVD or Blu-ray player) over 5 meters, deployment of an HDMI signal amplifier is highly recommended.
  • Page 13 Connecting faceplate 1. Connect the mini-B plug of the supplied USB cable to the USB Mini-B port on the display, and the type-A plug of the cable to the USB port on the faceplate. 2. Connect the computer to the faceplate using a suitable USB cable. Display USB port USB cable...
  • Page 14 Extending USB connection Extending USB connection using an active (powered) USB extension cable You can use a commercially available active (powered) USB extension cable on the market to extend the length of USB connection. The active USB extension cable helps boost the USB signal as well as provides sufficient bus power for the connected USB device.
  • Page 15 3. Connect the converter to a computer using a suitable USB cable. Display USB port USB-CAT converter USB cable Category 5/5e/6 USB cable network cable Computer • Refer to the User Manual of your display for the location of USB port. •...
  • Page 16 3. Connect the computer to the faceplate using a suitable USB cable. Display USB port Active USB extension cable USB cable Faceplate Computer USB cable • Refer to the User Manual of your display for the location of USB port. •...
  • Page 17 4. Connect the computer to the faceplate using a suitable USB cable. Display USB port USB-CAT converter USB cable Category 5/5e/6 USB cable network cable Faceplate Computer USB cable • Refer to the documentation of the active USB-CAT converter for the maximum length of the Category 5/5e/6 network cable.
  • Page 18 Additional information Your LCD display provides USB 2.0 ports for connecting to various devices including computers, flash drives and wireless LAN adapters. This section provides basic information about the USB 2.0 interface and serves as a reference for the deployment of your USB connections.
  • Page 19 Term Description/explanation Upstream The direction of data transmission from a USB function to a host or hub. Downstream The direction of data transmission from a USB host or hub to a function. A USB device that provides upstream connection (port) to a host and downstream connections (ports) to multiple functions.
  • Page 20 Prohibited cable assemblies Some cable assemblies are prohibited in the USB specifications and are not recommended as they may not work in all instances. For example, passive extension cable assembly: a cable that has a Type-A plug on one end and a Type-A receptacle on the other, or a Type-B plug on one end and a Type-B receptacle on the other.

  • Page 21: Video Wall Installation Guide

    Video wall installation guide To ensure safety, please read this manual carefully before installation and follow the instructions herein. Store this installation guide in a secure place for future reference. At the end of this Installation Handbook are installation checklists that help you to ensure the necessary steps have been completed.
  • Page 22 4. Start your video wall from the bottom left or bottom right. Finish one row and then move up to finish the next row. Once a display has been installed, check the horizontal and vertical level immediately using a professional measuring tool. Landscape mode Portrait mode Rotate each display 90 degrees clockwise to...
  • Page 23 Checking the safe distance between displays During video wall installation, you might want to place the displays as close to each other as possible. Note the LCD screens may be damaged through the direct transfer of weight if an appropriate distance is not kept between displays. The recommended gap between displays may vary depending on your purchased models as listed below.
  • Page 24 4. After the displays are mounted and 5. Insert the pad again and swipe the pad fastened, check if the space between each horizontally and vertically between the gap display is just enough for removing the gap to ensure it can move smoothly. Ignore inspection pad smoothly.

  • Page 25: Installing Edge Finishing Kit: Pl460/Ph460/Ph550/Pl550

    Installing edge finishing kit: PL460/PH460/PH550/PL550 Whether used as a standalone unit or as a part of a video wall, the edge finishing kit will transform your display into a most stylish and elegant display. Inside your edge finishing kit you will find the following components: Cosmetic Plates Top (A) Bottom (B)
  • Page 26 For a landscape video wall 1. Mount the cosmetic plates in their 2. On each corner, mount a corner enclosure respective places on the edge of your piece and fasten each one with 4 of the display, and screw in to place using the 5mm M3 screws.

  • Page 27: Making A Daisy Chain

    Making a daisy chain Once you have installed the video wall, you are ready to connect all displays serially as a daisy chain for playback or centralized management. Follow the steps below to form a daisy chain, and refer to the mentioned sections for more information.
  • Page 28 5. Decide the way to manage all the daisy chained displays. See Managing the daisy chain: PL460/PH460/PL550/PH550 on page 35 for more information. 30° 30° 6. Change the display settings to optimize video wall performance as suggested.See Optimizing the video wall performance and management: PL460/ PH460/PL550/PH550/PL490/PL552/PL553/PH5501 /PH5502 on page 38 for more information.

  • Page 29: Different Types Of Daisy Chain

    (selected models only) Control of all displays by RS-232C cable. Page 36 RS-232 commands Use an appropriate RS-232C cable. Refer to the user manual or BenQ service for more information. Video wall installation guide...
  • Page 30 Function Cables required for each display Reference Control of all displays through RJ45 cable Page 36 Local Area Network (LAN) Number of daisy chained displays The number of displays you can loop out serially depends on the resolution and type of the input signal.
  • Page 31 Setting the display position After all the displays are installed properly to a video wall, you need set the position of each display to determine how to display the input image. Without setting the display position, each display outputs the complete picture independently. Once the position is set, the video source (e.g.
  • Page 32 Setting the display position in landscape mode: PL460/PH460/PL550/PH550 If a landscape video wall has been installed, follow the procedures to set the display position. 1. Go to Screen > Display Wall > H. Monitors and V. Monitors on each display to set the total number of displays counted horizontally and vertically.
  • Page 33 Setting the display position in portrait mode If a video wall in portrait mode is desired, follow the procedures and refer to the matrix and examples for setup. 1. Rotate each display 90 degrees clockwise to install the video wall in portrait mode. 2.
  • Page 34 Setting the ID number of each display: PL460/PH460/PL550/PH550 Once you have installed the video wall, you need to set an ID number for each display to identify one among the multiple displays easily. This is helpful for video wall management, such as power management, OSD control, or color management.
  • Page 35 Managing the daisy chain: PL460/PH460/PL550/PH550 Once the displays have been daisy chained and the position and ID numbers have been set, you need to decide a way to control all displays centrally. The centralized management could be done by remote control, RS-232 commands, or LAN control. Management by remote control (selected models only) 1.
  • Page 36 RS-232C cable • Use an appropriate RS-232C cable. Refer to the user manual or BenQ service for more information. • For PL490/PL552/PL553/PH5501/PH5502, choose the RS232 control form Card OPS or embedded RS232 in PD set. Management by LAN: PL460/PH460/PL550/PH550 1.
  • Page 37 4. Go to Setting > Control Setting each display. Select LAN. Refer to the user manual of the purchased model for the detailed settings and the operation of LAN control. RJ45 cable LAN switch or hub For PL490/PL552/PL553/PH5501/PH5502, there is no need to select LAN as it is automatically enabled once the device is connected.
  • Page 38 5. Go to General settings > Switch on delay and set Auto or delaying time. • You are provided with BenQ software to fully utilize the video wall management. Visit the BenQ local website for the software and the user manuals.
  • Page 39 Software Description x-rite, i1Display Color Meter Part Number: • PL460/PH460/PL550/PH550: EODIS3-OEM • PL490/PL552/PL553/SL490/SL550/PH5501/PH5502: EODIS3-DCOE Software Version: • PL490/PL552/PL553/PH5501/PH5502: v.P.1.0.1 • SL490/SL550: v.S.1.0.1 PL490/PL552/PL553/SL490/SL550/PH5501/PH5502 Video wall installation guide...

  • Page 40: Operating Instructions Of Edge Alignment Kit/Pin: Pl490/Pl552/Pl553/Ph5501/Ph5502

    Operating Instructions of Edge Alignment Kit/Pin: PL490/PL552/PL553/PH5501/PH5502 Basic composition per set 1. Edge Alignment Kit-1: 1PCS 2. Edge Alignment Kit-2: 2PCS 3. Thumb Screw: 8PCS 4. Edge Alignment Pin: 2PCS Edge Alignment Kit-1 Edge Alignment Kit-2 Edge Alignment Pin Thumb Screw Video wall installation guide...
  • Page 41 Function of Edge Alignment Kit/Pin Keep adjacent Displace at the same plane and uniform gap. Without using edge alignment kit/pin. Installing Edge Alignment Kit • Before install edge alignment kit, displays must be mounted to video wall frame correctly. • Using “Thumb Screw” for easy installing. •...
  • Page 42 There are two loops of screw holes (outer & inner), depend on the design of each model. (Please check the user manual for using loop information) • Outer loop: Big screw holes for M6 screw. • Inner loop: Small screw holes for M4 screw.
  • Page 43 Installing Edge Alignment Pin • During mounting displays to video wall frame, using “Edge Alignment Pin” to secure the flatness of adjacent displays. • Don’t let edge alignment pin to touch the side surface of panel, panel will damage due to incorrect installation.

  • Page 44: Tiling: Pl490/Pl552/Pl553/Ph5501/Ph5502

    Tiling: PL490/PL552/PL553/PH5501/PH5502 With this function you can create a single large-screen matrix (video wall) that consists of up to 225 sets of this display (up to 15-sets on the vertical and 15-sets on the horizontal sides). Term Description/explanation Enable Choose to On or Off the Tiling function. If On, the display will apply the settings in H monitors, V monitors, Position, and Frame comp.
  • Page 45 Setting the display position for special video wall layout If a special layout is requested, you will need an additional software and device (purchased separately) for advanced settings. Refer to the user manual of the purchased software for more information. Video wall installation guide...

  • Page 46: Special Signage Installation Guide

    Special signage installation guide D series Full HD 55-inch dual-side display This guide provides additional information about how to install D series Full HD 55-inch dual-side display. The dual-side display offers users access to information from both sides of the panel.
  • Page 47 Connecting HDMI cables and connectors Plug two HDMI cables into the cabinet, and ensure that all cable plugs are firmly fitted into the jacks.The main signal input source is HDMI 1. Make sure HDMI 1 is well connected before connecting HDMI 2. HDMI HDMI Front side...
  • Page 48 Connecting the cables If the display doesn’t work, unplug and re-plug the cables. Make sure the cables are plug-in HORIZONTALLY and COMPLETELY. Special signage installation guide...

  • Page 49: Mounting Installation

    Mounting installation For DH551F, three mounting options are available: Ceiling Mount on page U-Mount on page 54, and H-mount on page Ceiling Mount Tools needed Power drill Drill head Hammer Wrench 12mm Allen wrench 5mm/ Phillips Pencil Secure bracket to ceiling 1.
  • Page 50 4. Remove the flat head screws (M3xL8) (C) with a Phillips screwdriver before pulling open the plastic cover to the left and right. 5. Remove the spring washer and nut from the expansion screw and secure the bracket (A) to the ceiling. Places washers in sequence as shown below when securing the bracket to ceiling: Bracket (A)=>...
  • Page 51 3. Lead cables out of outlet at bottom of device box for cabling. 4. Secure the front cover of the device box (F) to the later with the included flat head screws (M3xL8) (C) by a Phillips screwdriver. Adjust cable length 1.

  • Page 52: Notice

    Secure panel display to the bracket 1. Secure panel display to the bracket. 2. Secure the bracket to the panel display with the included flat head screws (M4xL10) (D) by a Phillips screwdriver. Protect with spiral wraps Shield cables with spiral wraps. Notice 1.
  • Page 53 7. Don’t block the ventilation holes on the power box. It is prohibited to turn the ventilation hole of Power Box upside down. It is prohibited to place tilt. 8. Ensure the use of an approved power cord provided by BenQ at all times. If your power cord is missing, please contact your local service center.

  • Page 54: U-Mount

    U-Mount Tools needed Power drill Drill head Hammer Phillips screwdriver Pencil Pre-action: secure bracket to a wall 1. Please identify the type of the target wall: Concrete or wood. 2. Please drill holes of diameter 10mm and depth 55mm in concrete walls with power drill at locations you have marked earlier.
  • Page 55 Installation steps Step 1: Threading the cables through Pipe TOP and Frame 1. Shielding two power cables and also 2 HDMI cables 2. Threading the HDMI & Power cables through 2 Pipe TOPs (mark blue) 3. Threading the cables through the frame (mark orange) Step 2: Set-up the display for installation 1.
  • Page 56 Step 3: Connecting the Power cables & HDMI cable with double sided panel 1. Connecting the Power cables 2. Connecting the HDMI cables 3. Screwing the downside cover back Step 4: Fixing the double sided display with Frame 1. Putting the double sided display into the Frame 2.
  • Page 57 Step 5: Installing both Bracket L and Bracket corner on the frame at four corners 1. Installing Bracket L 2. Installing Bracket corner 3. Repeating the same actions at four corners Step 6: Assemble Pipe TOP and Pipe BOT 1. Assemble Pipe TOP and Pipe BOT 2.

  • Page 58: H-Mount

    H-mount For tools needed, pre-action, and installation steps 1-5 of H-mount, please refer to U-Mount on page 54. For steps 6-7 of H-mount, please read the following. Step 6: Assemble Pipe TOP and Pipe BOT 1. Assemble Pipe TOP and Pipe BOT 2.

  • Page 59: Digital Signage Bar-Type Series

    Digital Signage Bar-Type Series The bar type display panel is a long structured design panel. Designed with a slim form factor, the display panel can be used in small or large spaces to display everyday information. Installation notice • When the display is connected to the PCs or laptop, it is at its native resolution. Model Native Resolution (pixels) BH2401...

  • Page 60: Troubleshooting

    Troubleshooting Connections The input and output ports illustrated here are for your reference only. The availability and layout of all ports may vary by model. How to connect a DVD player to the display? You can use either Component or S-Video for connection. DVI-OUT HDMI-2 VGA OUT...
  • Page 61 How to connect a computer to the display? You can connect a computer to the display through D-Sub (VGA)/DVI/HDMI/VGA as desired. Analog signal DVI-OUT HDMI-2 VGA OUT DVI-IN HDMI-1 VGA IN D-Sub (15-pin) cable Audio cable Computer Digital signal DVI-OUT HDMI-2 VGA OUT DVI-IN...
  • Page 62 How to connect to external speakers? While the display is turned off, connect external speakers to the SPEAKERS (R/L) jacks on the display via an appropriate audio cable. And then turn on the display. DVI-OUT HDMI-2 VGA OUT DVI-IN HDMI-1 VGA IN External speakers Troubleshooting...

  • Page 63: Picture/Video

    Try with another display resolution or another graphic card (GPU). Restore the display to the default factory settings. The main board could be Contact the BenQ authorized service partner for damaged. replacement. Screen interference is observed or noise is heard.
  • Page 64 The picture is distorted with strange patterns. Possible causes Possible solutions The video cable is not connected Make sure the video cable is connected firmly to the properly. display. The image format is not Check the specifications to verify the display’s supported supported by your display.
  • Page 65 The picture unstable, unfocused, or swimming. • Make sure the video cable is connected firmly to the display. • Go to Screen > Adjust Screen to focus and adjust the display. Try with Auto Adjustment first to adjust the settings automatically. If it does not help, you can make adjustment manually.

  • Page 66: Audio

    The display flickers when I launch or close a program. • The signal may not be stable. Check the cable connection or try with another video cable. • The panel backlight may be unstable. Contact the BenQ authorized service partner for replacement.

  • Page 67: Touch Function (Selected Models Only)

    The touch function is not Check the user manual for the supported operating supported by your OS. systems. Visit the BenQ local website for the appropriate driver The touch driver is not installed. files. The touch module needs to get enough power supply from your computer to work well.
  • Page 68 Touch vendor Stylus dimensions Accuracy Applicable models ± 3mm ≤ 55" NextWindow < 47" diameter: Ø6, T420/T650/TL550/TL650/ RP650/RP650+ 65": Ø9 5mm > 55" Nexio 42"/45"/55": Ø8 ± 2.5mm IL420/IL460 IRTouch 65" diameter: Ø8 ± 1.5mm in center, IL650/RM650 ± 2.5mm near border CVTTouch 6mm for single touch...

  • Page 69: Osd Menu/Control Panel/Power Button

    The OSD menu does not work. Possible causes Possible solutions The control panel (keypad) could Contact the BenQ authorized service partner for be damaged. replacement. The keypad or IR (remote control) does not work. The keypad or IR could be locked. Please check the following to unlock it.
  • Page 70 Available menu options may vary depending on the input sources, functions and settings. The power button does not respond. Possible causes Possible solutions Power cord is not connected Re-connect the power cord. properly. The control panel could be Contact the BenQ authorized service partner for damaged. replacement. Troubleshooting...

  • Page 71: Led Indicators

    LED indicators The LED indicator of control panel (keypad) or IR receiver flashes red quickly. Possible causes Possible solutions The main board could be Contact the BenQ authorized service partner for damaged. replacement. Power The display can’t be powered on.

  • Page 72: System: Pl460/Ph460/Pl550/Ph550

    System: PL460/PH460/PL550/PH550 How to restore the factory default settings? Go to Setting > All Reset. All except the settings under the Picture and Sound menus will be restored back to the factory default settings. To reset all settings in Picture, go to Picture > Reset. To reset all settings in Sound, go to Sound >...

  • Page 73: Troubleshooting: Pl490/Pl552/Pl553/Ph5501/Ph5502

    Troubleshooting: PL490/PL552/PL553/PH5501/PH5502 Symptom Possible Cause Remedy No picture is displayed. 1. The power cord is discon- 1. Plug in the power cord. nected. 2. Make sure the power 2. The main power switch on the switch is switched on. back of the display is not 3.
  • Page 74 Symptom Possible Cause Remedy Some picture elements Some pixels of the display may not This display is manufactured turn on. using an extremely high level of do not light up. precision technology: however, sometimes some pixels of the display may not display. This is not a malfunction.

  • Page 75: Wall Mounting/Video Wall

    Wall mounting/video wall Is wall mounting kit available? The wall mounting kit should be purchased separately, though the screws needed for wall mounting are included in the product. The mounting interface should comply with the UL1678 standard in North America. The mounting means should be strong enough to bear the weight of the display.

  • Page 76: Preventing Afterimage Burn-In

    Preventing afterimage burn-in If you leave the screen fixed on a stationary image for an extended period of time, afterimage burn-in or defective pixels may occur. Power-saving mode or a dynamic screen saver should be activated in case you will not be using the product for an extended period of time. When the LCD panel is not operating normally, afterimage burn-in may occur.

  • Page 77: Appendix 1: Installation Checklists

    Appendix 1: Installation Checklists Check the following one by one for a new installation. Contact the BenQ local customer service center with the checking results if any severe damages is found before a new installation. Before installation Checking Location &...

  • Page 78: After Installation

    After installation Checking Location & results Check items description of problem Check if there is any damage to the panel (scratches or cracks) or to the bezel (scratched or faded paint). Check if all cables have been connected properly. (For video wall) Check if all displays have been installed on a (horizontal/vertical) level surface.

  • Page 79: Warranty Information

    Warranty information BenQ warranty does not cover the damages caused by improper installation, operation, or storage of the product, including but not limited to the following: 1. Damages to the packaging or product after re-packing. This includes but not limited to the color change of shock indicator (if available), serious scratches on the package, and/or bro- ken cushions or PE bags.

  • Page 80: Appendix 2: Basic Troubleshooting Checklists For Ifp & Il Series

    Question certain Are the affected units connected to a faceplate (Figure Are the cables passing though any wall or floor trunking? Is the original USB cable (Figure 3) provided by BenQ being used? Appendix 2: Basic Troubleshooting Checklists for IFP...
  • Page 81 Who installed these units for you? Please provide the installer's contact name & phone number. Are there any non-BenQ preloaded APP? Please specify the name of APP which having the issue. Additional information Provide photo/video link...

  • Page 82: Part Ii: Problem Resolving Attempt & Troubleshooting

    Part II: problem resolving attempt & troubleshooting The following checklist helps you identify the problem and resolve it quickly. In case a specific problem occurs, refer to its related section and follow the check items to resolve the problem. Contact the service provider if the problem cannot be resolved as instructed in this checklist. Possible problems are: •...
  • Page 83 Does the problem still Check if Check item exist? completed Please try with another USB port on the video source (e.g. computer). Please try to connect the display to another video source (e.g. computer). Please try to connect the display to the video source (e.g. computer) directly without any extension/trunking/faceplate.
  • Page 84 Ghost touch Does the problem still Check if Check item exist? completed Moisten a clean, soft, lint-free cloth with a neutral detergent and then clean the frame and the touchscreen carefully. Please try to draw the lines in Windows Paint (for Windows operating systems).
  • Page 85 Does the problem still Check if Check item exist? completed Check the timing using is supported by the device. Condensation Condensation on the inner side of the glass is a natural phenomenon when the temperature and humidity of the air change quickly. Condensation may occur if the display is powered on after not being used for a long time, or if the heating system of the room is switched on.
  • Page 86 Try to add the repeater to boost the signal. Android/APPs Does the problem still Check if Check item exist? completed Uninstall any other non-BenQ authorized/preloaded APPs. Clear the APP data (setting>Application>clear data). Restore the setting under Android Setting. Appendix 2: Basic Troubleshooting Checklists for IFP...

  • Page 87: Pictures For Reference

    Does the problem still Check if Check item exist? completed Make sure the internet connection is extranet. Try another internet connection (ex. Use hotspot from mobile). Pictures for reference The following pictures are for your reference only. The cables or connectors may be different depending on the products available in your country/region.

  • Page 88: Appendix 3: Basic Troubleshooting Checklists For Video Wall

    Appendix 3: Basic Troubleshooting Checklists for Video Wall Dear Customer, In order to avoid unnecessary delays and a volley of questions back and forth may we ask, kindly fill in the form below. The more comprehensive information we have the faster our response will be.
  • Page 89 Are the affected units connected to a faceplate? Are the cables passing though any wall or floor trunking? Is the original cable provided by BenQ being used? Are the affected units connected through splitter, matrix or other video wall controller? Please specify your computer operating system and version.

  • Page 90: Part Ii: Problem Resolving Attempt & Troubleshooting

    Part II: problem resolving attempt & troubleshooting The following checklist helps you identify the problem and resolve it quickly. In case a specific problem occurs, refer to its related section and follow the check items to resolve the problem. Contact the service provider if the problem cannot be resolved as instructed in this checklist. Possible problems are: •...
  • Page 91 Does the problem still Check if Check item exist? completed Please check if the settings in the OSD are the same for all displays. Please confirm the total units are not exceeded the suggested daisy chain Q'ty: VGA: Suggested 4 units; Max. 9 units DVI/HDMI/Display Port: Suggested 12 units;...
  • Page 92 Does the problem still Check if Check item exist? completed Please use the suggested resolution (1920x1080). Please try with another input source (laptops, desktops…etc). Pictures Does the problem still Check if Check item exist? completed Use the Windows desktop with full screen picture (could not be black screen), and select the auto-adjustment again.
  • Page 93 Does the problem still Check if Check item exist? completed Make sure that you had warmed up the unit over an hour before starting the color calibration. Appendix 3: Basic Troubleshooting Checklists for Video...

  • Page 94: Appendix 4: Basic Troubleshooting Checklists For X-Sign

    Appendix 4: Basic Troubleshooting Checklists for X-Sign Dear Customer, In order to avoid unnecessary delays and a volley of questions back and forth may we ask, kindly fill in the form below. The more comprehensive information we have the faster our response will be.
  • Page 95 Question certain Are the affected units connected to a network? Are the cables passing though any wall or floor trunking? Please specify your computer operating system and version. What is the main device (video source) connected to the Desktop Laptop Other display? Please specify the brand and the model name.

  • Page 96: Part Ii: Problem Resolving Attempt & Troubleshooting

    [Player] Please check if the network port & DNS is blocked by ITS (check by PortTester). • Port No. should be 443. • Cloud server should be: https://Relay.benq.com https://Apiservice.benq.com https://X-Sign.benq.com [Player] Please launch browser to check the WAN status if the dialog shows “No internet connection”...
  • Page 97 Please check WAN connection if X-Sign player shows “Internet connection available”. • Port No. should be 443. • Cloud server should be: https://Relay.benq.com https://Apiservice.benq.com https://X-Sign.benq.com Please check if the port & DNS is blocked by ITS. • Port No. should be 443.
  • Page 98 Does the problem still Check if Check item exist? completed [Content display abnormal] Please try to use another video/picture format and upload it again. [Cannot play after inserting a USB flash drive in standalone mode] Please check if X-Sign mode on player is changed to “Standalone Mode”.
  • Page 99 Content design Does the problem still Check if Check item exist? completed [Local delivery-device cannot be scanned] Please check if the port & DNS is blocked by ITS. [Cannot upload files to Manager] Please check if you have logged in to Manager by registering an account in Designer. [Cannot add video content] Please check if the video file size is less than 1.5 GB.
  • Page 100 Additional for X-Sign Broadcast Does the problem still Check if Check item exist? completed [Unable to broadcast] Make sure the time zone of the unit and Manager are the same (enable auto time sync). [Unable to broadcast] Make sure the external network can be connected. Appendix 4: Basic Troubleshooting Checklists for...

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