Product Usage FAQ

Device Connectivity Issues

On the Issue of Device Going Offline

Hub（H1） + Display (based on the BLE)

  • About Hub Offline

  1. You need to first determine whether the Hub is currently offline or not. Regarding the determination of the Hub’s current online status, we recommend that you combine the presence or absence of Wi-Fi configuration information on the App Hub settings page and the color status of the Hub’s indicator light display (the purple indicator light is breathing and blinking) to make a comprehensive judgment.

  2. After confirming that the Hub is currently offline, we recommend that you take different troubleshooting steps depending on the color status displayed by the Hub indicator.

    • If the hub indicator light is not illuminated:

      • It indicates that the hub is not receiving a stable power supply. Ensure that you are using the correct 5V/1A power adapter provided with the hub.

      • If you are certain that the power supply is normal, there may be a hardware issue with the hub. Please contact SyncSign at scott@sync-sign.com for further assistance.

    • If the hub indicator light is flashing red(It indicates that the hub was not able to connect to the network. There could be several reasons for this):

      • Check if there are any issues with the network where the hub is deployed. Verify if other network devices are functioning properly in the same network environment.

        • If the network environment is normal but the hub remains offline, you can try the general solutions listed below.

        • If other network devices are also unable to connect to the network, it is recommended to contact your network provider or the technical support department of the router manufacturer for further assistance.

        • If your hub is currently paired via Ethernet(Check the physical Ethernet connection of the hub):

          • If there is a problem with the Ethernet cable, try replacing it and observe if the hub comes back online.

          • Connect the Ethernet cable to another working network device to determine if the cable itself is faulty.

  3. solution

    • Restart the hub: Place the hub closer to the router, disconnect the power supply, wait for 1 minute, and then power it back on. Observe if the hub’s indicator light returns to its normal state (purple breathing light).

    • Re-add the hub: Press and hold the hub’s pairing button for 5 seconds until the blue light starts flashing, indicating that the hub has entered pairing mode. Then, go to the SyncSign app and re-add the Hub.

    • Change the network environment: Try connecting the hub to a different 2.4GHz Wi-Fi network and add the hub again through the app to see if it can come back online successfully.

    • Switch to Ethernet: If you are switching from a Wi-Fi connection to an Ethernet connection with the same network environment, you only need to follow these steps:

      1. Disconnect the power supply to the hub.

      2. Connect the hub with an Ethernet cable to the router or switch.

      3. Power the hub back on.

  • About Display Offline

  1. Display will automatically come back online when it is within the Hub’s Bluetooth scanning range, so you don’t have to worry about it.

  2. If the Display is not able to maintain stable operation after going online:

    • First check if the Hub’s current firmware version is less than v1.9.8, if so, you can check for an upgrade by going to the SyncSign Client, Hub Configuration page.

    • we recommend that you appropriately close the deployment distance between the Display and the Hub, and at the same time place the Display and the Hub in a relatively high position under the same space in order to avoid obstacles and the influence of signal interference sources.

Hub + Display (based on the ZigBee)

  • About Hub Offline

Handled in the same way as above

  • About Display Offline

  1. Regarding the 2.9/4.2-inch Display, we recommend that you place the Display near the Hub and re-add your Display via the SyncSign App, which will in turn bring it back online；Regarding the 7.5-inch Display, you can try to pin poke the pinhole in the lower right corner of the 3s Display and restart your Display to bring your Display back online, if you can’t bring it back, you can try again to re-add your Display through the App to bring it back online.

  2. If the Display is not able to maintain stable operation after going online，we recommend that you appropriately close the deployment distance between the Display and the Hub, and at the same time place the Display and the Hub in a relatively high position under the same space in order to avoid obstacles and the influence of signal interference sources.

Question about Display Refresh Failure

Display (based on the BLE)

  • For Display refresh failure issues, the common factors are as follows:

  1. Display Hardware Failure

    • For 2.9 / 4.2-inch Display, you can pin poke the Display pinhole for about 10 s to see if the blue Display LED lights up normally and the Display screen refreshes actively to determine if the Dsiplay hardware is faulty.

    • For 7.5-inch Display, you can determine whether the Display hardware is faulty by long-pressing the lower-right button of the Display for about 10s, and observing whether the indicator light at the lower-right corner of the Display lights up normally and the Display screen refreshes actively during the process of long-pressing the button.

  2. Connectivity issue

    • We recommend that you check the current working status of the Hub and Display (whether they are online or not) to determine if the Display refresh failure is related to the Hub and Display being offline.

  3. Draw on Screen test

If your Hub and Display are online, and by resetting or rebooting the Display you have confirmed the screen itself is not faulty, run the Draw on Screen test to check whether the SyncSign Cloud Server >>> Hub >>> Display chain is abnormal.

Steps: In the SyncSign Client left menu, choose Draw on Screen and push the fixed rendered content to the Display as prompted for testing.

  • If the Display fails to refresh, the SyncSign Cloud Server >>> Hub >>> Display chain is abnormal. Please contact us for further troubleshooting.

  • If the Display refresh succeeds but the calendar still does not refresh, follow the solution for your current calendar data source in Calendar Data Source FAQ.

Common Usage Questions

Do I Need to Purchase a Hub / Can the Display Work Independently?

  • 2.9-inch and 4.2-inch Display: Must be used with a SyncSign Hub and cannot work independently.

  • 7.5-inch Display: Supports both standalone mode and Hub-connected mode.

How often does the Display refresh? Can I control it?

The refresh frequency depends on your Display’s working mode:

  • Display with Hub: Once a new rendering task is generated, the Hub will automatically send the parsed rendering data to the Display to trigger a refresh.

  • Standalone Display mode: You can configure the Display refresh frequency in the Display web portal (Display LAN IP). The Display will access the SyncSign Cloud Server at the interval you set to retrieve the latest rendering content.

Defects in the Display Calendar Template Layout

  1. Certain field contents cannot be displayed.

    • This may be due to the content of the fields you need to display exceeding the limitations of the preset template used for certain field areas. Please contact help@sync-sign.com and we will create a custom template to resolve your issue.

  2. The logo is incomplete.

    • This issue may stem from the logo image you uploaded not meeting the technical specifications. Please ensure your uploaded logo image satisfies the following criteria:

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

      • A square image with dimensions up to 96px by 96px.

      • Size under 100KB.

    • You may also contact help@sync-sign.com and provide us with the source file of the logo image you uploaded, so that we can offer you further support and assistance.

Can I create my own calendar template?

Yes, you can create your own calendar template. To get started, visit https://dev.sync-sign.com/hubsdk/guides/render_layout.html to learn about the definitions of various fields in template layouts and create your own template based on your needs.

If you want to further modify an existing calendar template, you can visit https://dev.sync-sign.com/hubsdk/references/calendar_template_editing.html to learn about the definitions of calendar template-specific fields.

After reviewing the above information, you can open the SyncSign Client and create your own template by following the path below:

Path: Settings >>> Organization >>> Customized Templates

Where can I find more troubleshooting tips?