Frequently Asked Questions - Digital Recall Cloud

Below you will find a list of the most commonly asked questions. If you can't find what you are looking for in these FAQ's, look at the Video Tutorials and at the Documentation/Users Reference Manual - These have more detailed information covering a wider range of topics.If you're still struggling, be sure to contact us.

 

SIGNAGEPLAYER – YOUR PRESENTATION PLAYERSIGNAGEPLAYER – YOUR PRESENTATION PLAYER

What are the hardware requirements for the SignagePlayer?

The following is recommended for good digital signage playback which include swf animations, images, HD Video, Weather, RSS feed etc.:Intel Pentium Dual Core 2.5GHz or faster Intel based processor with 1GB RAM; with 80GB hard drive. This is true for all operating systems including Windows and Mac.
You maybe be able to get away with lower end hardware, but you may also not receive the desired smoothness and miss out on the full potential of our software.

High quality signage presentation do require higher-end hardware. If your presentation includes multiple HD Video (H.264), vector based images and high-quality full screen swf animation including support for multiple screens, you should invest in better performance hardware.
Large monitors running high resolution screens (i.e: 1920x1080) will also require better hardware; for improved rendering and high frame-per-second (FPS) refresh rate.
For best performance we recommend:
Intel Pentium 2.8GHz Quad Core2 with 2GB of RAM and at least 40GB storage Note: The SignagePlayer for the Mac OS is supported only on the Intel base player, not PowerPC! This means you can use any compatible PC you want.

I get a black screen when I open SignagePlayer and cannot get to the stage where I enter my email and password to select a server - What is the problem?

This is probably because of your firewall. Please see this video regarding server connections. Try adding the player to the firewall exception list and restart the system.

Why is there a red ball next to the Station name?

If the led indicator is red, that means either the signage player is not running at all, the firewall is blocking the connection to the server or its not connected to the internet. You will need to check the station to see which of these issues is causing it to not connect.

How do I stop or end a Player - The Watchdog (Signage Controller)?

This software is intended to be used on a dedicated PC
Player will launch whenever the Player PC reboots: When you install the Player Software a file called autoStartPlayer.bat gets installed in your Startup folder. This acts as a Watchdog to ensure that your Player always plays the presentation (unless you select the Power Saving settings to stop it playing at certain times - you can see a special video on these). Whenever the Player PC reboots or you launch SignagePlayer, this watchdog will launch the Player program.
NOTE that even if you remove the autoStartSignage.bat from the Startup Folder, the next time the Player PC boots up or you launch SignagePlayer, the .bat file will re-appear in the Startup Folder. You must use a dedicated PC as a Player.

To stop the Player from the PLAYER PC: If you want to completely exit out of SignagePlayer (and stop it from re-launching every time you quit it) there are 2 ways:

  1. On SignagePlayer PC keyboard, press ESC to bring up the player status box. Click on “Quit”, then confirm "Quit"then Quit the player
  2. Open Task Manager (CTRL-SHIFT-ESC) and on the processes tab, end the following processes in the exact order: WatchdogDesktop.exe, SignagePlayer.exe
To stop the Player from SIGNAGE STUDIO:
  1. In the "Stations" Interface, press the "Stop" icon. You can restart the player by pressing the "Play" icon.
  2. Use the Power Savings features to determine when the display will be active
How do I Reactivate the Watchdog (Signage Controller) after ending the Player (above)

Relaunching the SignagePlayer or rebooting the Player PC will automatically place the autoStartPlayer.bat compnent into the Startup Folder again.

I want to stop the autoStartPlayer (watchdog) batch file from running on a pc.

Just delete it from the startup folder, but it will reappear once you restart the computer or run the signage player again. The best way to solve this is to have the Player on a a dedicated computer to serve as the player.

Campaign doesn't change in player

To update your player all you need to do is login to SignageStudio and click on the Stations Tab. Click on the station you want to update and change the Campaign and Output at the right hand side. Then Click on "save changes to server" and "update stations with changes".

Cannot Stop SignagePlayer - It keeps on reloading

Go to the Task manager(ctrl+alt+delete) and choose start task manager, Click on Processes and look for WatchdogDesktop.exe and "end" that task then look for SignagePlayer.exe and end that. This will close SignagePlayer and allow you to do what you want with it.

Does the SignagePlayer run on devices with Windows XP Embedded?

The Digital Recall Cloud SignagePlayer can run on low-end devices with as little as an 800MHz processor with Win XPe SP3 (embedded XP). Of course, you will be limited to simpler videos (no HD) and simpler swf animation due to the lack of processing power.

PowerPoint issues

See under the "Components" tab below in the EXTAPP/CAPTURE section

Error installing "This application requires an update Adobe AIR..."

If you are getting the error message below::
error has occurred
This application requires an update Adobe AIR but downloading that update on your system is not allowed by your administrator, please contact your administrator
This means that you need to have the latest AIR version installed on the computer. It can be found from here:
http://get.adobe.com/air/

Error Installing (Error #0)

Make sure old versions or unsuccessful installations are cleared so first close Studio or Player.

In XP 
Delete C:\Documents and Settings\USER_NAME\Application Data\SignagePlayer.XXX 
Delete C:\Documents and Settings\USER_NAME\Application Data\SignageStudio.XXX 
(USER_NAME = logged on windows XP user)

In Windows 7 / Vista 
Delete C:\Users\USER_NAME\AppData\Roaming\SignagePlayer.XXX 
Delete C:\Users\USER_NAME\AppData\Roaming\SignageStudio.XXX
To get to this folder, Click on Start, and on the search field type %appdata% hit enter, and then delete the SignagePlayer.xxxx or SignageStudio.XXX folder.
Then Reinstall.
Be sure you have the latest AIR version installed from here:
http://get.adobe.com/air/
Once installed, you can install the SignageStudio and SignagePlayer from our website – Downloads page

Error Module 3350 on SignagePlayer

This is a generic error from adobe which means the file is not supported for the version installed on the machine. The best approach is to convert the file to a different format.
However, you should note, due to the hundreds of different encoders available today, it is possible that some of your files may not run properly in your signage presentation.
That is why we highly recommend you use a Freeware utility like Super to convert your media files to standard format including FLV, PNG or SWF. This will eliminate any encoder /decoder issues you may experience. You can read our conversion format document on our website – see under the dropdown menu for Digital Recall Cloud.
tags: Adobe, Unsupported

Hide Cursor in Mac SignagePlayer

If you're station is still showing the mouse cursor even if the SignagePlayer is already in Real Mode. Download this app to hide the cursor::
http://doomlaser.com/cursorcerer-hide-your-cursor-at-will/
note: this doesn't work in snow leopard though
tags: Hidden, Shows, Macintosh, OSX

How can I reconnect my stations to the internet once connection is restored?

You don't need to do anything, the system automatically detects the connection, checks for updates and syncs with the server.

How do I clear cache of the SignagePlayer

Clearing the cache is done so that the passwords and registered settings will be cleared from the SignagePlayer computer.
Close player
In XP 
Delete C:\Documents and Settings\USER_NAME\Application Data\SignagePlayer.XXX 
(USER_NAME = logged on windows XP user)
In Windows 7 / Vista 
Delete C:\Users\USER_NAME\AppData\Roaming\SignagePlayer.XXX 
To get to this folder, Click on Start, and on the search field type %appdata% hit enter, and then delete the SignagePlayer.xxxx folder.
In Mac OS X 
sudo -1
AND 
rm -r -f /Users/YOUR_USER/Library/Preferences/SignagePlayer.XXX 
AND 
rm -r -f /private/var/root/Library/Prefer
Note: Hit tab after typing the first few letters of the path you want to type in to auto complete it. Mac has that feature in the terminal window.
tags: HOWTO

How do I unregister a station?

There are two ways to do this:
1. From the station while the ad is playing hit escape and click on stop. Click on the unregister button.
2. Just delete the Signage Player folder, close the player then
     
    In XP 
    Delete C:\Documents and Settings\USER_NAME\Application Data\SignagePlayer.XXX 
    (USER_NAME = logged on windows XP user)
     
    In Windows 7 / Vista 
    Delete C:\Users\USER_NAME\AppData\Roaming\SignagePlayer.XXX 
    To get to this folder,  Click on Start, and on the search field type %appdata% hit enter, and then delete the SignagePlayer.xxxx folder.

How many Players can I operate?

We sell you the number of licenses for the number of Players you require – 1 license per Player. Once you submit any changes to your signage configuration using SignageStudio, these changes are saved to our servers and propagate to the appropriate signage players. Media files (such as videos and images) also are saved to our servers and download to each signage player.

I can see my Player registered but I cannot remote control it, why?

If you are having issues connecting to our server you must have issues with a local firewall. We support both LIVE Sockets as well as HTTP Polling.
Under the SignageStudio > Stations you may get 3 color indicators:
Yellow: connected via Polling
Green: connected via live socket
Red: not connected at all
To learn more about this and how it is setup, please watch the video tutorial:ServerConnections

To mute audio on a resource / video

On the timeline you can double click on the video resource to open up its properties. On the properties pane at the lower right pane, there is a volume slider which you can set all the way to the left to mute the audio of the video resource.
Does that NOT apply to swf files? Sorry no, SWFs are considered animations. You have to convert them to FLV, you can use freemake for thishttp://www.freemake.com
Any others that cannot be muted?Only SWF. All other video formats' audio can be adjusted

How To Hide the Mac Menu Bar

Just follow the instructions from these sites
http://osxdaily.com/2011/02/24/hide-mac-menu-bar/
http://code.google.com/p/blacktree-nocturne/downloads/detail?name=Nocturne.2.0.0.zip&can=2&q=

SignagePlayer has taken over my Mac

SignagePlayer for mac was designed as a dedicated player and will take over your machine once installed. You cannot use the machine as a regular mac while the player is installed.

I can't get any snapshot of the system when I click on the camera icon.

You need to make sure the SignagePlayer.exe task is running in the background (in Windows). This always loads on startup when you turn your player computer on. In case it doesn't I suggest you restart the computer to have it reconfigured to start automatically. But if you just want to make it run at the moment, go to the player machine and Click on Start > Programs > Startup > autoStartPlayer.bat. That should allow you to take a snapshot of the monitor

I have uninstalled the Signage Player and Manager from my PC but a script associated with the software still runs on startup. How do I get rid of it?

You need to delete the Watchdog from the startup folder, go to START > All Programs > Startup then delete the autoStartPlayer.bat from there.

I lost the Signage Player startup item, I need to re-add it in startup

I strongly suggest you reinstall the Signage Player instead of adding it again in the startup since there are components that are loaded along with the Signage Player when it starts with windows.

I need to update my players, but I can't go to one location at a time

No need to, with Digital Recall Cloud you can update your terminals without being in that location. All you need to do is click on the stations tab and choose the player you want to update and click on the update button at the top.
Video Tutorial: UpdatePlayers

I want to turn off/on my computer at set intervals.

This is possible with Digital Recall Cloud - See the Power Savings Video Tutorial for how to do it. All you need to do is set the computer to turn on at a scheduled time through the BIOS.
Second would be to schedule when to turn off the computer by going to the signage studio.
To schedule your computer to turn on automatically:
 1.) Turn on your computer and start tapping on the <DEL> key
 2.) Go to advanced then hit enter
 3.) ACPI settings (bottom of list) and again hit enter
 4.) RTC wake settings and enable
 5.) set day hour minute second you want the computer to turn on and exit saving the settings.

To schedule when your computer turns off:
 1.) Login to Signage Studio
 2.) Click on the STATIONS tab
 3.) Click on the station you want to work with.
 4.) At the lower right hand side click on POWER SAVING.
 5.) Click on Save/Upload
Video Tutorial:PowerSavings

Is there a way to automatically turn on/off my remote player?

It's very simple and all you need to do is follow the Video Tutorial: PowerSavings

Mac Installation of SignagePlayer

There is a different process when installing SignagePlayer on a MAC. This is going to be very hard if you don't follow the instructions from this video Tutorial: You'll find the Mac Tutorial in the Video Tutorials list under the "Advanced" tab

MP4 Video Blank-Screen but whole signage is playing

MP4 has different encoding and this is where the complications start. To address the issue it would be easier to convert it to FLV. We highly recommend you use a Freeware utility like Super to convert your media files to standard format including FLV, PNG or SWF. This will eliminate any encoder /decoder issues you may experience. You can read our conversion format document here: See under Media File Conversion tab in our website (under the Cloud Dropdown).

My campaign looks awkward on the player, but looks good when I was making it.

You need to make sure that the screen resolution of the screen that you are using is the same as the screen resolution used when you created the campaign or this will happen. Display will be stretched or skewed so better check the "Perspective" video for further information.

Additional note: converting from a low quality image(640x480) and stretching it to a HD image(1920x1080) will just cause the image to stretch and pixelate. Be sure to use high quality images all the time so that no loss will occur if in case you need to shrink or enlarge it. Video tutorial:Perspective

My scheduled campaigns are not playing on time

Scheduled campaigns might not play on time if the computers date and time is messed up. Make sure to double check the date and time of the player to correct the issue.

My taskbar is missing after installing SignagePlayer

This happens when the Player is installed in Real Mode. To change this just login to your Signage Studio.
Click on Stations > Choose the station you just installed the player on and Click on the "Station Mode" property to change it. Make sure you click on save/upload after making this change. Restart the computer and that should take the change.

No Audio in Android Player but plays fine in Desktop Player

My Campaign plays the FLV file fine from the desktop player but no sounds are coming out from it when I used it with the Android version.

For audio to work on the android player the FLV file should be encoded using mp3 audio. Please see screenshot below for more details.

Note:: Due to the hundreds of different encoders available today, it is possible that some of your files may not run properly in your signage presentation.
We highly recommend you use a Freeware utility like Super to convert your media files to standard format including FLV, PNG or SWF. This will eliminate any encoder /decoder issues you may experience. You can read our conversion format tab "Media File Conversion" on our website under the dropdown menu.

Player Locks up / freezes after 24+ hours of running

The SignagePlayer consumes resources on the machine and if not restarted at least once daily would cause the system to crash and/or lock-up from time to time. We strongly recommend you restart the machines at least once a day to avoid this issue. You can do this at the time when you have the least amount of customers on site.

Player screen distorted when it boots up for the first time

If the screen is incomplete or doesn't show the complete signage the first time it boots but works after a reboot. Check if the TV/LCD Screen is already turned on when the system boots up. Chances are the signage is not displaying properly because screen resolution is not determined by windows because the TV/LCD Screen was turned off. You could set the SignagePlayer to reboot twice in the morning so that the second time it boots the system will already be able to determine the screen resolution of the TV/LCD Screen.

Player Status is just INIT

This means that the player you are working on is loading and trying to connect to the server. If it stays in that status then it might be having problems connecting to the server. First troubleshooting steps done for these kinds of issues is to clear cache and reregister. Close player 
 
In XP 
Delete C:\Documents and Settings\USER_NAME\Application Data\SignagePlayer.XXX 
(USER_NAME = logged on windows XP user)
 
In Windows 7 / Vista 
Delete C:\Users\USER_NAME\AppData\Roaming\SignagePlayer.XXX 
To get to this folder,  Click on Start, and on the search field type %appdata% hit enter, and then delete the SignagePlayer.xxxx folder.
 
and then re-launch Signage Player and re-register

Pop-up of turning off /restart the computer on non-English SignagePlayer

If you have a non-English windows 7 machine that is getting a pop-up regarding turning off the computer when the system loads the Signage controller and SignagePlayer at startup on real mode. Just download the file below extract it and add a shortcut of the hidetaskbar.exe to the startup folder.

Signage Player keeps on restarting

You would need to disable UAC and run SignageController as administrator.
To disable UAC:
 http://www.howtogeek.com/howto/windows-vista/disable-user-account-control-uac-the-easy-way-on-windows-vista/
To Run SignageController as administrator:
 Click on Start > Computer and go to c:\Program Files\SignagePlayer\win32\
 Right click on SignageController.exe and click on compatibility
 Put a check on Run as Administrator click on Apply and OK

SignagePlayer has blank grey screen/connection problems

This means that the player doesn't have a direct connection to the server, maybe an intermittent connection or worse of all firewall issues that is often caused by either your networking hardware or internet provider.

We support both LIVE Sockets as well as HTTP Polling. 
Under the SignageStudio  > Stations you may get 3 colour indicators:

Yellow: connected via Polling
Green: connected via live socket
Red: not connected at all
To learn more about this and how it is setup, please watch this video tutorial:ServerConnection

SignagePlayer keeps on looping in "Please wait..."

The Cache is the problem. You will need to clear cookies and cache so that the passwords and registered settings will be cleared.
     
    Close player 
     
    In XP 
    Delete C:\Documents and Settings\USER_NAME\Application Data\SignagePlayer.XXX 
    (USER_NAME = logged on windows XP user)
     
    In Windows 7 / Vista 
    Delete C:\Users\USER_NAME\AppData\Roaming\SignagePlayer.XXX 
    To get to this folder,  Click on Start, and on the search field type %appdata% hit enter, and then delete the SignagePlayer.xxxx folder.
     
     In Mac OS X 
     sudo -1
     AND 
     rm -r -f /Users/YOUR_USER/Library/Preferences/SignagePlayer.XXX 
     AND 
     rm -r -f /private/var/root/Library/Prefer
Note: Hit tab after typing the first few letters of the path you want to type in to auto complete it. Mac has that feature in the terminal window.

and re-launch and re-register

tags: Continuous

SignagePlayer on different screen sizes

This is supported by the system, all you need to do is configure the screens properly in windows then create an additional output in the campaign.
Watch the “multiscreen” video for more information:

tags: MultiScreen, Multiple, Display, Screen, Different

 

What do I need to setup a Video Wall

All you need to do is run through the information from the Video Wall tab on our website
Theres also a video tutorial about VideoWall and MultiOutput

What does "signage server: polling every 60 sec" mean?

This means that the player doesn't have a direct connection to the server, maybe an intermittent connection or worse of all firewall issues that is often caused by either your networking hardware or internet provider.

We support both LIVE Sockets as well as HTTP Polling. 
Under the SignageStudio  > Stations you may get 3 color indicators:

Yellow: connected via Polling
Green: connected via live socket
Red: not connected at all
To learn more about this and how it is setup, please watch the video tutorial: ServerConnection

What kind of display monitors can I use?

You can use any display such as a Computer monitor, LCD, LED, SmartTV or Plasma which supports PC input (HDMI, VGA & DVI).

What’s the software requirement for Digital Recall Cloud?

Our software requirements are amazingly simple, allowing anyone to use almost any computer.

  • SignageStudio - Desktop or web version - Any computer, with any OS, running a commonly supported web browser with Flash player 10+ or above. SignagePlayer - web version - Any commonly supported web browser running Flash player 10+ or above ( Any OS or device )
  • SignagePlayer, - desktop version - Any OS which runs Adobe integrated runtime including Android Tablets/Devices, SmartTVs, Windows XP, Windows 7, Windows 8and above as well as Mac OS X

tags: System, Requirements, Requirement, Supported

 

The signage player keeps rebootingwhen I try to update my station with changes.

You just need to reboot the computer and that should take care of everything, the update process just encountered some problems connecting to the server and rebooting the signage player is its attempt to reconnect.

When I use LogMeIn to login to a remote station I just see a black screen. Why?

The solution is to Un-check the "use display accelerator" on the Log-Me-In PC.It is located in the general settings menu of the Log-Me-In program.

Where do I go to delete the cache for my Android unit?

Unfortunately Android hides the system files from the users and considers the cached files as system files so it will not be available from the file explorer of Android. Just go to Manage Apps > Choose Signage Player > Clear Cache

Where is my configuration saved?

Once you make or change a signage configuration using SignageStudio, these changes are saved to our servers and propagate to the appropriate signage players. Media files (such as videos and images) also are saved to our servers and download to each signage player

Why can't I delete a station

You need to save and upload any change that you make because the settings are all saved in the cloud. So to delete a station you need to go to the stations tab then click on the station you want to delete and then click on the X button at the top of the window. Then finally click on File then save/upload to save the changes.

SIGNAGESTUDIO - YOUR PRESENTATION BUILDERSIGNAGESTUDIO - YOUR PRESENTATION BUILDER

What are the supported file types for Digital Recall Cloud?

Digital Recall Cloud officially supports all of the Flash Media Formats which include:

Video Formats: Flash video FLV (H.263), MPEG-4 (H.264) ,MOV, M4A, MP4V, 3GP, 3G2, AAC (HE, LC), SWF
We HIGHLY recommend you use FLV (Flash Video) with H.264 encoding as it supportshardware acceleration and will run on the GPU (not CPU) and give the best performance

Animation: SWF 
Flash CS can produce SWFs. SWF are vector based and are rendered on the CPU and so they are highly CPU intensive, especially when ran in high resolution (large screen division).

Images: JPG, PNG

Sound: MP3
However, you should note, due to the hundreds of different encoders available today, it is possible that some of your files may not run properly in your signage presentation.
That is why we highly recommend you use a Freeware utility like Super to convert your media files to standard format including FLV, PNG or SWF. This will eliminate any encoder /decoder issues you may experience. You can read our “Media File Conversion” tabon our website under the Cloud dropdown menu.

What’s the software requirement for Digital Recall Cloud?

Our software requirements are amazingly simple, allowing anyone to use almost any computer.

  • SignageStudio - Desktop or web version - Any computer, with any OS, running a commonly supported web browser with Flash player 10+ or above. SignagePlayer - web version - Any commonly supported web browser running Flash player 10+ or above ( Any OS or device )
  • SignagePlayer, - desktop version - Any OS which runs Adobe integrated runtime including Android Tablets/Devices,  SmartTVs, Windows XP, Windows 7, Windows 8 or above as well as Mac OS X
"Resource can't be displayed until it's saved to the server" message after uploading.

Everything we do with Signage Studio is saved to the server so for anything you do - like upload a file, create a scene, etc. you need to save and upload to the server. If you do not save and upload this will not work properly when you try to use it in your campaign

How much storage can I use on your servers to store my content?

At this stage 25GB.

Can I add my own custom web components to my signage presentation?

Our SignagePlayer Desktop version system supports the HTML component. This allows you to develop any component using your favorite web technology (cgi, php, Tcl, etc..). Once you post your developed application online (you host it) you can link to it from within signage studio using our HTML components. Simply point to your URL and your custom application will load into the AIRPlayer signage presentation (the SignagePlayer Web version does not support the HTML component).

Can I run multiple campaigns on my computer?

No only one campaign per computer is allowed, What you can do is run multiple displays and play different content per screen. Additional information on the video tutorial link below.
Video Tutorial: MultiMonitor

I can't find any of the screens I created

Make sure that the screen resolution you created is the same as what you're using for your campaign or else it won't be available.

Caching 11 of 72 (1) in the stations tab

The items in the parenthesis "(1)"  means one of the components failed to download properly. To correct this simply click on the refresh button from the stations tab to initiate the manual caching.

"Controller Not Loaded" message on Signage Studio when previewing using ExtApp/ Capture component (such as PowerPoint etc)

ExtApp/Capture component does not preview in Studio. It requires SignageController and that is only run with SignagePlayer. Upload it to Signage Player and see if it works

Can't delete one of the output in timeline

Make sure all the players using the campaign you're working on are turned off. Load the campaign and click on the output you want to delete then click on the X icon at the upper lefthand side of that screen.
If you are still getting the same error message you can try to delete the other output and just change the screen division of the other output that you can't delete and use it as the main output.

Error 1009 when installing SignageStudio

Be sure you have installed the latest AIR version installed from here http://get.adobe.com/air/. Once AIR is installed, proceed to install Signage Studio.

Error in loading module 3310 trying to login to SignageStudio

This is a native error from Adobe AIR which means - "The AIR application or Flash Player SWF does not match the one specified in the DRM policy." It’s possible the device you are using doesn't have Adobe AIR installed properly. You can download it here: http://get.adobe.com/air/

Error installing "The application could not be installed because the installer file is damaged. Try obtaining a new installer file from the application author"

Check that the date format on the pc is mm/dd/yyyy. Also check that any antivirus you may have is disabled for the download.The time format you should try is 12Hr.

Error installing "This application requires an update Adobe AIR..."

If you are getting the error message below::
error has occurred
This application requires an update Adobe AIR but downloading that update on your system is not allowed by your administrator, please contact your administrator
This means that you need to have the latest AIR version installed on the computer. It can be found from here:
http://get.adobe.com/air/

Error Installing (Error #0)

Make sure old versions or unsuccessful installations are cleared so first close Studio or Player.
In XP:
Delete C:\Documents and Settings\USER_NAME\Application Data\SignagePlayer.XXX 
Delete C:\Documents and Settings\USER_NAME\Application Data\SignageStudio.XXX 
(USER_NAME = logged on windows XP user)

In Windows 7 / Vista:
Delete C:\Users\USER_NAME\AppData\Roaming\SignagePlayer.XXX 
Delete C:\Users\USER_NAME\AppData\Roaming\SignageStudio.XXX
To get to this folder, Click on Start, and on the search field type %appdata% hit enter, and then delete the SignagePlayer.xxxx or SignageStudio.XXX folder.
Then Reinstall.
Be sure you have the latest AIR version installed from here:
http://get.adobe.com/air/
Once installed, you can install the SignageStudio and SignagePlayer from the downloads page of our website

How do I add a background on the signage?

You have two options,
1. Put a view at the back of all the screen divisions that you have.
1.) Click on Screens
2.) Go to the screen division that you are using
3.) Add another "view" on the screen division
4.) On the Screen Templates Panel drag the screen division that you added to the top so its the first item in the screen divisions.
OR
2. Create a background mask and put it anywhere since the background mask will have holes for the items in your campaign.Video Tutorial: BackMask

How do I clear cache of the SignageStudio

Clearing the cache is done so that the passwords and registered settings will be cleared from the SignageStudio computer:

Close Signage Studio

In XP 
Delete C:\Documents and Settings\USER_NAME\Application Data\SignageStudio.XXX 
(USER_NAME = logged on windows XP user)

In Windows 7 / Vista 
Delete C:\Users\USER_NAME\AppData\Roaming\SignageStudio.XXX
To get to this folder, Click on Start, and on the search field type %appdata% hit enter, and then delete the SignageStudio.XXX  folder.

In Mac OS X 
sudo -1
AND 
rm -r -f /Users/YOUR_USER/Library/Preferences/SignageStudio.XXX 
AND 
rm -r -f /private/var/root/Library/Prefer
Note: Hit tab after typing the first few letters of the path you want to type in to auto complete it. Mac has that feature in the terminal window.

and re-launch

How do I edit the hosts file on my mac?

Editing the hosts file in Mac OS X – Leopard, is a pretty easy task, especially if you are familiar with the terminal.
1.) Open the Terminal Application
 --Either by start typing Terminal on the Spotlight, or by going into Applications -> Utilities -> Terminal.
2.) Open the hosts file
 --Open the hosts by typing the following on the Terminal that you have just opened: "sudo nano /private/etc/hosts"   Type your user password when prompted.
3.) Edit the hosts file
 --The hosts file contains some comments (lines starting with the # symbol), as well as some default hostname mappings (e.g. 127.0.0.1 – localhost). Simply append your new mappings underneath the default ones. Or edit one of the default values if you know what you are doing! You can navigate the file using the arrow keys.
4.) Save the hosts file
 --When done editing the hosts file, press control-o to save the file.
 Press enter on the filename prompt, and control-x to exit the editor.
5.) Flush the DNS cache
 --On Leopard you can issue a simple Terminal command to flush the DNS cache, and have your host file changes to take immediate effect: "dscacheutil -flushcache"
You can now test your new mapping on the browser!

How do I make something like a kiosk out of SignagePlayer

See the Video Tutorial: Kiosk

I can't find my toolbar on my SignageStudio.

Just click on FILE > SET DEFAULT LAYOUT and reload SignageStudio that should load all the toolbars you have.

I deleted a station by accident, how do I get it back.

I deleted a station by accident, how do I get it back.
As long as you don't hit save/upload it will still be in the system. Just close the Signage Studio and Login again.

I get a message that my email needs to be verified every time I save/upload but I didn't receive any emails.

This rarely happens but if you do just contact us to address this issue.

"There is no channel assigned to screen division" whenever I try to save and upload.

This happens when a screen division is not assigned a channel and you try to save and upload the changes. Start with the campaign that you're using right now and check the other campaigns if you don't see any unassigned channels on your current campaign

I have a clip that’s 15 seconds long, can the system recognize it and just repeat it?

No, this can be done but the system won't do it automatically or you. You need to configure it by clicking on the channel where the clip is and then click on the checkbox repeat to fit.

Error - Internal error when Save / Upload is done

This happens if your SignageStudio gets disconnected from the server at any point while working on your campaigns. This could be because of an interruption from your internet service. To avoid this always make sure you save / upload changes you make as often as possible.

My images won't loop, but other items in the signage reloads.

This only means that the images are in a common channel, just move them to a local channel and everything should work fine.

y schedule is from 7:00PM to 3:00AM its not allowing me to set it in the Schedules.

The schedules there starts at 00:00 to 24:00 or 12am till 12am so you will need two instances for your sign from 00:00-03:00 and another one for 19:00-24:00.

Error - Request data fail Please try again in few minutes" when logging into SignageStudio

This message means that you are having connection issues with the server. Try to login again after a couple of minutes. Also check if your firewall is blocking the connection for first time its installed will help.See See the video on Server Connection

Resource is inverted, - Can I upload and correct it in SignageStudio?

We suggest you upload the resource you will use in its correct (not inverted) state. It is however possible to correct it in Studio - Just upload the file and from the Properties > Layout portion there will be a rotation slider. Just slide it till it is in the correct orientation.

Second timeline won't play

If you have a second timeline and its not playing after the first timeline you will need to check if kiosk mode is enabled. To do this Click on Campaign and click on the campaign that is having the problem. To the right you will see the tab that says kiosk, remove the check marks on the check boxes and click on save / upload.

Video is longer than the timeline

If the video is longer than the timeline and you want it to finish playing, all you need to do is put the video in a common channel so that even if the timeline is completed and starts to loop, the video will still be playing until it finishes the video.

What is the Maximum Screen Resolution I can use in Digital Recall Cloud?

The maximum screen resolution available right now is 4096x4096 this though is a limitation on Adobe AIR 3.4.

COMPONENTSCOMPONENTS

Rich Text
When using Rich Text component the text is pixelated, any suggestions?

You just need to adjust the font size of the rich text component so that it doesn't blow out and get pixelated.

External swf/ image
Can I add my own custom web components to my signage presentation?

Our SignagePlayer Desktop version system supports the HTML component. This allows you to develop any component using your favorite web technology (cgi, php, Tcl, etc..). Once you post your developed application online (you host it) you can link to it from within signage studio using our HTML components. Simply point to your URL and your custom application will load into the signage presentation.
tags: Customized, Customize, Contents, Cropping, Source, Host, Hosted

Does your system support fetching data from an SQL Server?

No, what you can do is use RSS or custom RSS so they will just need to use middleware (like PHP) to generate XML from the SQL DB and point the RSS component to it. OR Custom develop an SWF that read ext data and shows the info.

Error Module 3350 on SignagePlayer

This is a generic error from adobe which means the file is not supported for the version installed on the machine. The best approach is to convert the file to a different format.
However, you should note, due to the hundreds of different encoders available today, it is possible that some of your files may not run properly in your signage presentation.
That is why we highly recommend you use a Freeware utility to convert your media files to standard format including FLV, PNG or SWF. This will eliminate any encoder /decoder issues you may experience. You can read our conversion format tab “Media File Conversion” under the dropdown on our website

I have an SWF file that pulls data from an external resource and saves is locally. It’s not working with Digital Recall Cloud

All you need to do is go to the resources tab and click on the SWF file then look for the trust content checkbox and put a check on it. That should take care of the issue.

Images are not showing properly on my channel

You need to either change the dimensions of the channel to fit the image or you can set the image properties to keep the image aspect ratio. Just double-click on the image in the timeline and put a check mark on keep aspect ratio in the channel properties. You need to do this per channel.

Should image dimension match screen size?

While the system automatically resizes the image its best to make sure that the image has the same dimensions as the screen division it will be in.
Check out Video for more information: Perspective

Where will I put my external files?

All external files that are going to be accessed by your signage should be hosted on a web server or else it will not work. The only exceptions are power point presentations and videos that could be hosted on the computer that will be playing it.

External Video
I want to play a VideoLAN playlist is that possible?

Yes as long as the files are hosted locally. You will just create the playlist and put that playlist in the configuration file instead of the file names.
Video Tutorial: VLC
Note: If you will be hosting it from a network better ask VLC about it.

HTML
Can I add my own custom web components to my signage presentation?

Our SignagePlayer Desktop version system supports the HTML component. This allows you to develop any component using your favorite web technology (cgi, php, Tcl, etc..). Once you post your developed application online (you host it) you can link to it from within signage studio using our HTML components. Simply point to your URL and your custom application will load into the signage presentation.

Cropped HTML Component not working

If you followed the instructions on the video tutorial then there should be no way the cropped HTML would not work. They best thing to do right now is to try a different website. Additional information: HTML Component doesn't work in preview mode, you will need to install a desktop player to test it.
Video Tutorial: HTMLCrop

How do I add Twitter Feeds to my Signage Player

See the Video Tutorial: Twitter

How do I stop the HTML Component from refreshing the website

The HMTL Component automatically refreshes the content whenever the signage loops. You can stop this by putting the HTML Component into a Common Channel.
Video Tutorial: commonChannel

HTML Component doesn't refresh

The HTML feature by design doesn't refresh on its own it reloads the content whenever the timeline loops.
If you want it to loop what you can do is design the website to reload after a few seconds. In case you are just getting data from a different provider you can fill the timeline with instances of the HTML component with the same source and set the duration of each of the HTML component to the time you want it to refresh. eg. for a 1 minute ad you want to refresh it twice then put two HTML components with the same source and set the duration for 30 seconds each.

HTML component not working when Previewed

The HTML component only works on the SignagePlayer Desktop version and not the web preview of Signage Studio

HTML Component screen division is blank/white screen

If you have the HTML Cropped properly then the next thing you do is check your internet connection, a blank white screen could mean that your internet connection is down.

RSS News
Can I change the RSS to play the latest news to the oldest

Unfortunately no, this is programmed/set in the RSS itself. If you are hosting the RSS file you could talk with your developer on how to order it when delivering the data.

I want to put a scrolling text/marquee on my signage, how do I do this?

All you need to do is put an RSS component and choose Embedded RSS in the properties and add your text there.
You can add both custom text for vertical and horizontal scroll.

RSS data is not up to date

If the RSS Data is not showing up to date information it could only be one of two things:
The date and time on the Player machine is incorrect or  the resource has issues which is out of our control.
Another thing you could try is to restart the computer to update the RSS details.

RSS Error: internal error...submit to server fail

This happens when the RSS is not configured properly. Make sure that the RSS source is specified in the configuration of the RSS component.

RSS Feed not working

Posted by on 02 July 2012 01:27 PM
RSS feed is dependent on an external resource which is the data provider, one way to test if RSS was configured properly is to try a different source to see if it will play.

Media RSS / Podcast
Can I change the RSS to play the latest news to the oldest

Unfortunately no, this is programmed/set in the RSS itself. If you are hosting the RSS file you could talk with your developer on how to order it when delivering the data.

Do you support RSS, Weather, Stock, Podcasts?

We support all common RSS feeds. We provide the editor tool so you may completely customize the look of any really simple syndication.

I have an MRSS that works in my browser but not in Digital Recall Cloud.

Due to the fact that the sample MRSS feeds aren't hosted by us, some of them can behave erratically. As it is, we have no control if the MRSS feed will play or not. Most of the feeds will play. If you need a reliable feed that is sure to play, you might want to consider a paid feed from Screenfeed.com.

I want to put a scrolling text/marquee on my signage, how do I do this?

All you need to do is put an RSS component and choose Embedded RSS in the properties and add your text there.
You can add both custom text for vertical and horizontal scroll.

RSS data is not up to date

If the RSS Data is not showing up to date information it could only be one of two things. The date and time on the Player machine is incorrect or the resource has issues which is out of our control. Another thing you could try is to restart the computer to update the RSS details.

RSS Error: internal error...submit to server fail

This happens when the RSS is not configured properly. Make sure that the RSS source is specified in the configuration of the RSS component.

RSS Feed not working

RSS feed is dependent on an external resource which is the data provider, one way to test if RSS was configured properly is to try a different source to see if it will play.

Custom RSS Player
Do you support RSS, Weather, Stock, Podcasts?

We support all common RSS feeds. We provide the editor tool so you may completely customize the look of any really simple syndication.

Can I add my own custom web components to my signage presentation?

Our SignagePlayer Desktop version system supports the HTML component. This allows you to develop any component using your favorite web technology (cgi, php, Tcl, etc..). Once you post your developed application online (you host it) you can link to it from within signage studio using our HTML components. Simply point to your URL and your custom application will load into the Player signage presentation.

Weather Player
I can't change the font size of my weather bar

You need to change the scene for the weather bar since that is the template for the weather bar that loads on your signage. Click on SCENES > locate the scene at the lower left corner then change the settings from the editor screen. Don't forget to save/upload the changes.

International Weather (non-USA) missing 3 days

Yes the international weather component can only show weather information for two days. What you can do is crop the weather information from another website using our HTML component and display that on your signage.
Video Tutorial: HTMLCrop

Weather component doesn't load

My weather component doesn't work, it just says "day, day,day, text,text,text".  Other components works.
Make sure that the weather scene is put into the Weather Player. NEVER drag and drop the weather scene you have to the timeline because that is only a template on what would show. The one getting the data is the Weather Player component. Drag and drop the Weather Player into the timeline and from the weather player drag and drop the weather scene into the Weather Player Component.
Video Tutorial: Weather

Stock Player
Do you support RSS, Weather, Stock, Podcasts?

We support all common RSS feeds. We provide the editor tool so you may completely customize the look of any really simple syndication.

Clock
Date and time incorrect

The date and time is dependent on the computer it is on. First thing you do is check the date and time on the computer. Second restart the computer, this usually takes care of the problem.

ExtApp/Capture
Preview is empty

External Applications are only shown on the desktop player and not on the preview window. If you try to preview them it will just be a blank screen with [Ext/App] on it.

 
Can I connect external DVD, Satellite TV, Cable box or other input devices?

We have the capability to connect any S-Video, RCA or beautiful High Definition (HD) source (satellite, cable, security cameras etc.) via a capture card.
Video Tutorial: CaptureHD

Can I run PowerPoint?

The short answer is yes. The long answer is that we support the Microsoft PowerPoint Viewer but it does have some limitations as it requires full screen and licensing from Microsoft. And so we highly recommend, that you simply spend $40 and get a PPT > SWF convertor (Power Point to Flash converter).
See Video Tutorial: PowerPoint

PowerPoint - Shows black screen on Player. Why?

Most likely cause is that either: a) You have not installed PowerPoint Viewer onto the Player OR b) The path that you specified in the "app name" field in Studio (where you setup the screen division to play the PowerPoint file) has the wrong path (or name) - make sure that the path and file name of PowerPoint Viewer on the PLAYER PC is exactly the same as you specified in the "app name" filed" - See the PowerPoint video under the "Advanced" tab in the Video Tutorials

Can I upload or use excel files?

Unfortunately no, we don't have support for excel at the moment.

What TV Capture Card?

In order to run TV the Player must be a Windows based OS -Only supported on Windows XP, Windows embedded and Windows 7 Win 8
The only brand officially supported by the software is Aver Media, we suggest the model: AVerTV HD DVR MTVHDDVRR. It is possible to use other capture cards but we can't guarantee they will work.

What the system does is: it launches the capture card's software (like the Avermedia Center for Avermedia cards) and place them in the screen division. It depends on the card's software if it will allow the system to manipulate its location.
The capture card MUST be suitable for the TV broadcast format used in your country. Avermedia has capture cards for many different formats -http://avertv.avermedia.com/Product/ProductList.aspx?IID=3and there are may be stores in your country that sell Avermedia products http://avertv.avermedia.com/WhereToBuy/WhereToBuy.aspx?CID=3

Power point preview is empty

External Applications are only shown on the desktop player and not on the preview window. If you try to preview them it will just be a blank screen with [Ext/App] on it.

There's no sound from ExtApp/Capture card, I'm using VGA/DVI Cable

If you use a VGA/DVI cable there will be no sound output from that channel so you will need to attach an RCA audio cable to hear the sound from the TV. See Video Tutorial: CaptureHD

VLC External Application is showing "[External/App]" when playing in SignagePlayer

If you are getting a blank screen when you play your campaign for the external component/VLC just make sure that the SignageController.exe task is running in the background (in Windows).
See Video Tutorial: ExternalApplicationVLC

Why is my input device blurry or squished (seeing interlace)?

To remove the interlace (to deinterlace) you must set the width and height of the screen division where the capture component resides to match the input resolution.
For example, for most DVD and other sources use a width and height that is a multiplier of 1.5. So try and set screen division to 720x480 and put the capture component inside that area to de-interlace.

AdvertisingAdvertising

Can I measure and report on how many ads a client has displayed on my monitors?

See the Video Tutorial: ProofOfPlay and ProofOfDisplay

FirewallFirewall

Do I need a static IP? for the players that will be connecting to the server

No, dynamic IPs are fully supported. In fact our system is smart enough to move into polling mode and bypass firewall restrictions if need be.

SignagePlayer has blank grey screen/connection problems

This means that the player doesn't have a direct connection to the server, maybe an intermittent connection or worse of all firewall issues that is often caused by either your networking hardware or internet provider.
We support both LIVE Sockets as well as HTTP Polling. 
Under the SignageStudio  > Stations you may get 3 color indicators:

Yellow: connected via Polling
Green: connected via live socket
Red: not connected at all
To learn more about this and how it is setup, please watch this video tutorial: ServerConnection

General InquiryGeneral Inquiry

Do I need a fast, persistent internet connection?

Our SignageStudio does require a dedicated internet connection. However, our desktop version of SignagePlayer, powered by the built-in caching engine, does not require a dedicated connection. In fact, the SignagePlayer-desktop version searches for internet activity only during power up and when it searches to see if new content is available for it to download. If there is no internet connection at all at these stations, you can update your digital signage manually using a portable hard drive or flash memory device – using windows OS (See separate tutorial video: OfflineUpdate

Does the SignagePlayer run on devices with Windows XP Embedded?

The SignagePlayer can run on low-end devices with as little as an 800MHz processor with Win XPe SP3 (embedded XP). Of course, you will be limited to simpler videos (no HD) and simpler swf animation due to the lack of processing power.

What are the hardware requirements for the SignagePlayer?

The following is recommended for good digital signage playback which include swf animations, images, HD Video, Weather, RSS feed etc:
Intel Pentium Dual Core 2.5GHz or faster Intel based processor with 1GB RAM; with 80GB hard drive. This is true for all operating systems including Windows, Ubuntu and Mac.
You maybe be able to get away with lower end hardware, but you may also not receive the desired smoothness and miss out on the full potential of our software.
High quality signage presentation do require higher-end hardware. If your presentation includes multiple HD Video (H.264), vector based images and high-quality full screen swf animation including support for multiple screens, you should invest in better performance hardware.
Large monitors running high resolution screens (i.e: 1920x1080) will also require better hardware; for improved rendering and high frame-per-second (FPS) refresh rate. 
For best performance we recommend:
Intel Pentium 2.8GHz Quad Core2 with 2GB of RAM and at least 40GB storage
Note: The SignagePlayer for the Mac OS is supported only on the Intel base player, not PowerPC!
This means you can use any compatible PC you want.

What is the Maximum file size I can upload to Digital Recall Cloud.

While there is no max file size you can upload to the server as long as you have a stable connection to upload them. Updates would take a long time as well when the player computers start to cache them locally.

What kind of display monitors can I use?

You can use any display such as a Computer monitor, LCD, LED, SmartTV or Plasma which supports PC input (HDMI, VGA & DVI).

What's the software requirement for Digital Recall Cloud?

Our software requirements are amazingly simple, allowing anyone to use almost any computer.
SignageStudio - Desktop or web version - Any computer, with any OS, running a commonly supported web browser with Flash player 10+ or above. SignagePlayer - web version - Any commonly supported web browser running Flash player 10+ or above ( Any OS or device )
SignagePlayer, - desktop version - Any OS which runs Adobe integrated runtime including Linux/Ubuntu, Android Tablets/Devices, SmartTVs, Windows XP, Windows 7 or above as well as Mac OS X