This RMA form is exclusively for the OptiSigns Android Stick Player. For the OptiSigns Pro Signage Player, please use the New RMA Ticket Request (Pro Player).



To avoid $50 restocking fees charges, please follow the troubleshooting steps before submitting RMA request

If you are experiencing black screens, device not powering up, not connected to network, etc.

Please follow the steps below for troubleshooting, it commonly resolve 90%+ of the issues.

For software, playback issues please refer to this guide.

Networking: (This is the most common issue)

• This test will resolve most of the networking issues:
  
  • Try mobile hotspot
  • Try different network (bring the device home or to another location)
• Other networking check:
  • Plug in Ethernet cable if Ethernet port available on your device
  • Check internet connection - open side menu -> Troubleshooting. Check see if device is connected to our servers. Without connection device cannot receive files, content updates
  • If you have firewalls, make sure our servers are whitelisted.

Check power cables & connections:

• One of the most common causes of device stability is not using provided power adapters & cables.
  TV’s USB ports do not have sufficient power to stably run the device for extended periods of time
• Check devices is powered on and there’s blue or white LED light in the middle of the device

HDMI & TV connection:

• Try a different HDMI port on your TV
• Try to connect device directly to TV without HDMI extender
• Try a different TV, Monitor

Device is on, but start playing black screen:

• Check to make sure Device is not in OnHold folder - sometimes you may not have enough licenses on your account when ordering devices so your device is in the OnHold folder.
  • Remove unused device or increase your subscription and move your device out of OnHold
• Check make sure there is playlist or other content assigned to your screen

Remote Controller issues:

• Ensure batteries are installed in remote controller, try fresh batteries.
• Use Mobile Admin app to set up Wifi or as remote
• Try plug in USB keyboard, mouse to control the device

Factory Reset:

Lastly, you can try Factory Reset the device.

RMA Process:

• Device is within 12 months warranty period.
• Fill out this RMA form (with proof of purchase in the last 12 months)
• RMA request is reviewed within 3 business days
• New device shipping 3-5 business days to most places in the U.S
• Return the old device within 30 days

Please make sure to return the device with all original parts and accessories.