FAQ

The screen doesn’t refresh to the SyncSign default interface after 2.9-Inch Display or 4.2-Inch Display is replaced with the batteries?

  • Please proceed as follow:
    1. Remove the battery

    2. Use a pin clip to press and hold the pin-hole for 5-6 seconds, so as to discharge the device.

    3. Re-install the battery, see if the screen refresh successfully.

How to connect to a hidden WiFi SSID?

  • The SyncSign products currently cannot support directly connect to a hidden WiFi SSID. Below are two workarounds:

  • Workaround 1

    • Temporarily change the SSID of the Access Point into an available one.

    • Add the hub to your SyncSign account via SyncSign App/Web Portal.

    • After successfully having the hub added, you may make that WiFi into a hidden one.

  • Workaround 2

    • Find the Hub IP Address: On the SyncSign App/Web Portal> Menu> Settings> Hubs> Hubs Setting, when you will find the IP address of the Hub.

    • Log into the Hub Portal:
      • User Name: admin

      • Password: Lock4Safe

    • On the Hub Portal: Admin Settings> Setup> WiFi> Then you may input the WiFi that you prefer the Hub to connect. Then the Hub will connect to that WiFi SSID.

Requirements for the Logo uploaded?

  • Needs to be in bitmap format (*.bmp,*dib)

  • A square image of up to 1024px by 1024px

  • Size under 100KB

How does it work?

  • There is the Hub, AKA Router or Bridge, it manages the displays within a certain range. The Hub connects to the Internet with WIFI/Ethernet.

  • The display connects to Hub via Wireless Mesh Network (ZigBee), which is more private and consumes much less power.

  • When information updates, the Hub will send a notification to display and refresh the screen.

  • Our devices are available under the most network environments globally.

What kind of integration details can you provide?

  • Regarding the integration, SyncSign has integrated with Google Calendar, Google Workspace (G Suite), Office 365, Exchange. Also, we will provide SDK or API, so your tech developer can write a “bridge software” to connect your existing meeting room booking system to SyncSign system.

What are the distances of the communication?

  • The distance between Hub and 7.5-inch Display:

    • For the indoor line-of-sight distance, it’s about 50m (160ft).

    • In outdoor free space, it’s about 150m (492ft).

  • The distance between Hub and 2.9/4.2-inch Display:

    • For the indoor line-of-sight distance, it’s about 20m (65ft).

    • In outdoor free space, it’s about 50m / 160ft.

Note

The walls which are made of substantial material like brick, stone or concrete, can dramatically affect the radio signals between your Hub and Display node, and can cause intermittent connection problems.

What is the maximum number of displays each Hub could support?

  • Space area and signal blind zone: Generally, when installed on the ceiling and unobstructed, a hub can cover the area of a circle with a radius of 10 meters. Therefore, a hub can manage an area of about 3000 square ft (around 300 square meters). However, if there is any wall or glass barrier, the distance might be shortened greatly. Under this circumstance, it is recommended to increase the number of Hub deployments to cover the signal blind area.

  • The number of display nodes managed by a single Hub: In theory, each Hub can manage more than 300 Display Nodes, but considering the situation of concurrent screen updates, if the number of nodes is too large, the queue (nodes waiting to be updated) might be too long and the screen cannot be updated in time. Under this circumstances, it is recommended to increase the Hub and stagger the Radio Channel so that the hub can manage the displays separately. For the conference room Signage scene, it is recommended to manage no more than 10 Displays per Hub. For the desk name tag scene, each Hub manages no more than 30 displays.

Can the screen show other information?

  • SyncSign integrates with Google Calendar, Google Workspace (G Suite), Office 365.

  • It’s possible to customize the contents of the screen via web management portal.

  • We also provide the open SDK/API so that developers can integrate it with your Content Management System (CMS).

What’s the main difference between these 3 sizes display?

2.9-inch

4.2-inch

7.5-inch

E-paper & Non-touch screen

Color Built-in

Black+White+Red/Yellow

Black+White

Black+White+Red/Yellow

Battery

2 x CR2032 Replaceable

2 x CR3032 Replaceable

built-in rechargeable polymer (4 hours fully charged)

Refresh Times

5000 =10 times/day last for 1 year

8000 =20 times/day last for 1 year

8000 =20 times/day last for 1 year

Connectivity

ZigBee Only

ZigBee Only

Wi-Fi + ZigBee (Dual mode)

Does the Display charge or replace the battery?

  • 2.9/4.2-inch Display: Battery Replacing Type. 1 Year Standby.

  • 7.5-inch Display: Rechargeable Polymer Battery. It only takes 4 hours to be fully charged, and last for about 1 year.

How do I know if the battery is used up?

  • You will find the battery level of each display in the web management portal.

Is there a backlight on the screen? What if it’s in the dark?

  • To save energy, there is no backlight on the display.

  • You can install a battery powered LED light on the top, it’s triggered by human movement.

Can the battery life extend to be 5 years?

  • Right now, we can only try to do 3 years utmost.

  • The battery life depends on:

  • How many times to refresh the screen every day;

  • How fast you’d like to synchronize with data sources;

  • The distance between display & hub;

  • The quality of the battery itself.

  • Our general spec of battery life is 1 year, it’s based on:

  • Refresh 10 times per day;

  • Sync every 10 seconds;

  • The distance of display & hub < 30ft;

  • The battery provided by us.

  • If you want longer battery life, we can adjust the above parameters and use a better battery to achieve this goal.

What is the method to store data?

  • The web service is hosted on AWS (US).

  • The real calendars/events data are kept in Google Calendar / Microsoft Office 365 server.

  • Our web service only does one job: whenever an event changed, it receives notification from Google/Microsoft, then forwards this update to the Hub in your office. It doesn’t know the event itself, thus only a last-modified timestamp is stored temporarily.

  • When notification received, the Hub in the office will read/write the events from Google/Microsoft directly.

  • You may also install the SyncSign On-Premise Server to ensure all data are within your enterprise scope.

Is this an 802.11 device or an 802.15.4 device, or both? If it’s 802.15.4, which protocol are you using?

  • The Hub is using both 802.11 (Wi-Fi) and 802.15.4 (ZigBee), while those Displays is using 802.15.4 (ZigBee) only.

  • To meet the requirements in some application scenarios, 7.5-inch model can work in 2.4GHz Wi-Fi standalone mode (without using the Hub).

How many colors can be displayed on the screen?

  • For 2.9/7.5-inch, it has black & white & red color built-in; or Black & white & yellow color built-in.

  • For 4.2-inch, only black & white.

  • Because more built-in color, the screen needs more time to respond and consumes more energy. 4.2-inch has 4 buttons as user input, it needs a faster refresh rate to change the screen content.

Why only 4.2” display has buttons and not others?

  • Because the refresh rate is closely related to built-in color. More built-in color, the screen needs more time to respond. It’s not possible to use button to immediate respond.

  • 4.2” display has 4 buttons for interactive function, so it needs a faster refresh rate to change the screen content. So it doesn’t have any color built-in, only black & white.

  • For 2.9/7.5”, they have red/yellow color built-in.

How is SyncSign attached to the door or wall?

  • Because the device has no cables whatsoever, installation is a simple matter of peeling the white sticker off and attaching SyncSign to the wall or door. SyncSign can be attached to any surface without drilling or the need for a heavy, costly installation. Attach SyncSign to the door or wall and easily detach it at any time to charge.

  • You can fix SyncSign on any firm surface you want; glass, wood or brick, it will stick. As long as your chosen spot is clean, isn’t uneven or bumpy and your plaster isn’t peeling or flaking off due to a number of repaints, you’re good to go.

What kind of API is it?

Why a Global Admin is needed for the O365 app method set up?

How to update the time zone for your Google Workspace (G Suite) resources?

What’s the MAC address of my IoT Hub?

  • You may find out on your router’s device information page.

  • Or, please find the S/N on the bottom of the device,

  • The MAC address for WiFi is the same as the SN, the MAC address for Ethernet is the SN + 3

  • for example, If the SN is MCE44F33383271 or E44F33383271, then, the MAC Address for WiFi is: E4:4F:33:38:32:71; The MAC Address for Ethernet: E4:4F:33:38:32:74

What should I do if I cannot receive the verification code in my mailbox when registering an account?

  • Regarding your concern, please proceed as follow:

  • Check the spam folder of your email box and see if you have received the email from <noreply@sync-sign.com>.

  • If you still can’t find the email sent from the SyncSign team <noreply@sync-sign.com>in the spam folder, please try the following steps:

  • Add noreply@sync-sign.com to your email whitelist.

  • After adding the mailbox whitelist, relaunch the SyncSign App/Web Portal and re-register the account.

  • After 1-3 minutes, please check your email box to check if you can receive <noreply@sync-sign.com> from the SyncSign team

  • If the above steps still do not work, please try to use another email address, such as Gmail.

  • If you still cannot have a SyncSign account registered, we can manually help you to have your email registered on our end. Please contact us on https://help.sync-sign.com and provide us with the email address that you prefer to use as a SyncSign account.

Why the display cannot be back online in time when the hub was powered up after a long term of power off?

  • This situation is caused by the low-power design of the display. The designing background of this kind of product is: - The hub will not be powered off, and the distance (between the hub and display) is usually fixed. - So that the display can maintain low power consumption for a long time.

  • The energy consumed by the display searching the network nearby after disconnected (from the hub) is hundreds of times that of connected in standby mode. The battery consumed by the conduct of searching (the network nearby) is equivalent to that of one-hour working standby mode.

  • Once the display cannot find the network, it will search the network dozens of times within an hour, and then enter the hibernation mode, searching once every 2 hours.

  • Therefore, when the Hub is powered off for too long, the device will show offline and wait for more than an hour before being online again (because of the hibernation).

  • If short pressing the button (on the display) or reinstalling the battery, the display will wake up and immediately conduct a search of the network then join in.

How to choose the HTTPS/TLS certificate issue mode in SyncSign On-Premise Server (SOPS)?

  • If SOPS is to be integrated with O365/G, there needs to be a domain name for O365/G to perform webhook calls. And this domain name must be provided in the form of https://xxx.com. We recommend the following methods:

    • Manual: In the HTTPS/TLS settings of SOPS, manually upload a correct and unexpired SSL certificate (this certificate can usually be verified and purchased from service providers such as DigiCert, ssls.com, namecheap, godaddy, etc.);

    • Auto: Automatically obtain the certificate issued by Let’s Encrypt. This method requires the firewall where SOPS is located to open port 80 to the Internet and point to the SOPS server IP before completing the verification process; this certificate is valid for three months and SOPS will automatically perform renewal about;

    • Self-signed: SOPS generate a self-signed certificate, and the browser will prompt “insecure connection” when accessing. In order for O365/G to successfully access the webhook URL, it is usually necessary to enable trusted services at CDN service providers such as Cloudflare SSL certificate (relay), see: https://www.cloudflare.com/ssl/