To troubleshoot the issue, please follow the steps below:

1. Disconnect both the Display and External Player from the power source:
   
   Ensure that both the display and the external media player, if applicable, are fully unplugged.
   
   

   It's essential to disconnect both units to ensure that power is entirely removed from the system, as simply turning off the display or the player may not fully reset their internal systems.

2. Wait for at least one minute:
   This waiting period allows any residual charge to dissipate from the devices' circuits and helps reset the device cache, which could be contributing to the issue.

3. Reconnect and power on both devices:
   After one minute has passed, plug both the display and the external player back into the power source. Turn them on and check if the issue is resolved.

4. Check for continued issues:
   If problems persist after completing these steps, further investigation by our engineering team may be necessary. We will be happy to assist in diagnosing the problem further.

Final Notes:

Internal vs External Players:

Please note that some of our display units have our media player and software integrated internally. However, the majority of our displays utilise external media players, which may require separate troubleshooting steps.

​If you are unsure whether your display uses an internal or external player, or if you encounter additional issues during these steps, don't hesitate to contact us for further support.