General
My touch screen is black.
- Ensure that the touch screen is turned on by tapping the screen.
- If the screen does not turn on, restart the media system by unplugging the power cable, waiting 15 seconds, and then plugging in the power cable again.
- If the media system does not power on, plug it into a different power outlet.
- If the media system still does not turn on, please contact Spectrio Customer Support.
My media system is showing a black screen with a blue bar at the top.
- Restart the media system by unplugging the power cable, waiting 15 seconds, and then plugging in the power cable again.
- If the black screen with the blue bar is displayed again, please contact VS Networks Customer Support.
My media system is showing a black screen with an orange bar at the top.
- Restart the media system by unplugging the power cable, waiting 15 seconds, and then plugging in the power cable again.
- If the black screen with the orange bar comes up again, please contact VS Networks Customer Support.
My Media System is showing an error.
- Write down or take a picture of the error.
- Restart the media system by pressing the power button 5 times quickly, waiting 15 seconds, and then pressing the power button again to power on the media system.
- If the error is displayed again, contact Spectrio Customer Support.
Networking
My Media System is showing a red “Difficulty Accessing Network” message.
- This is a notice that your Media System has not been able to access the Internet for several hours.
- Check your Internet connection and make sure that it is functioning properly.
- Check your local network connection (network cables, wireless access point, etc.).
- Restart (power cycle) the Media System, wireless access point, and network switch (if applicable).
- If the Media System is connected wirelessly, confirm that it is getting a strong wireless signal as by following the instructions described in the section “Checking your wireless signal strength”.
- If following these steps does not resolve the issue, please contact VS Networks Customer Support.
Can I use my own WiFi access point to connect my media systems?
- Yes. Please contact Spectrio customer support and a customer support representative will assist you in configuring the devices.
My access point does not turn on when I plug in the Ethernet cable.
- Make sure that you are using the supplied PoE injector; make sure that the PoE injector is plugged into a power outlet.
- Make sure the network port on the switch is active. You may need to plug a laptop into the network port to verify that the port is active.
Checking your wireless signal strength
- Press and quickly release the power button on the Media System to display the on-screen diagnostics application. Make sure that “Yes” is shown next to the “Connected” section in the bottom left.
- Check the “Link Quality” setting in the bottom right. It will be displayed as "x/70", where x is a number between 0 and 70. The link quality should be at least 30/70 in order for the Media System to maintain a reliable connection. If it is not, try moving the Media System and the wireless access point closer to each other to increase the signal strength.
STIHL Product Registration
I'm not receiving product registration email confirmations.
There are many reasons why you may not be receiving email from Spectrio. Here are some common methods of troubleshooting:
- First, make sure that there is an email address configured in the Spectrio portal and that this is the email address you want the emails to be sent to.
- Log into the Spectrio portal.
- Click the location you would like to configure in the left panel.
- Examine the “STIHL Dealer Emails” field, and check the email address for any typos.
- You can click the "+" button if you want to send the confirmations to more addresses.
- Click “Save” after you make any edits.
- Check if the email is in your spam/junk folder. If it is there, mark it as “not spam” so that it will not be flagged as spam in the future. If you are using Gmail, create a filter to help prevent messages from Spectrio going to your spam/junk folder.
- If the previous suggestions did not help, please contact your IT department or email service provider and ask them to check whether emails from us are being filtered out, and request that the “vs-networks.com” domain be added to their whitelist.
- If the above steps do not allow for our emails to go through, please let us know and we will work with you to resolve the issue.
Content/Imagery
My TV says “No Signal” when I turn it on.
- Ensure that the media player is turned on and the HDMI cable is firmly plugged into both the media player and the display.
- Verify that the correct HDMI input is selected on the display. On most TVs and display monitors, the inputs are labeled where the cable plugs in; this should match the selected input that is shown on the screen when cycling through inputs using the remote.
Nothing is displayed on my screen when I plug in my media system.
- Make sure that both the display and media player are turned on and the media player is connected via HDMI, then turn the display to the corresponding input channel.
- Restart the media system by pressing the power button 5 times quickly, waiting 15 seconds, and then pressing the power button again to power on the media system.
- Plug the media player into a different monitor using a different HDMI cable. If the display is still blank, please contact Spectrio customer support and a customer support representative will assist you.
My TV is showing a “Content Loading” screen.
- There is no content configured for the media player. Content is configured using Spectrio' web-based content management system. Please contact the Spectrio Sales department for information on how to configure the devices' content.
- The device may not have an active Internet connection. Press the power button on the Media System once to pull up the on screen diagnostics. Make sure that “Yes” is shown under the “Connected” section on the bottom left.
- If “Yes” does not appear under the “Connected” section, restart the Media System by pressing the power button 5 times quickly, waiting 15 seconds until the machine turns off and then pressing the power button to turn it back on.
- After 15 minutes, open the diagnostics page again by pressing the power button.
- If “Yes” is still not listed under the “Connected” section, contact VS Networks Customer Support.
My TV is showing old or out of date content.
- The device may not have an active Internet connection. Press the power button on the Media System once to pull up the on screen diagnostics. Make sure that “Yes” is shown under the “Connected” section on the bottom left.
- If “Yes” does not appear under the “Connected” section, restart the Media System by pressing the power button 5 times quickly, waiting 15 seconds until the machine turns off and then pressing the power button to turn it back on.
- After 15 minutes, open the diagnostics page again by pressing the power button.
- If “Yes” is still not listed under the “Connected” section, contact VS Networks Customer Support.
A media asset (image, video) is frozen on the screen.
- Restart the Media System by pressing the power button 5 times quickly, waiting 15 seconds until the machine turns off and then pressing the power button to turn it back on.