User's Manual

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Troubleshooting the Digital Signs – DGKTCH49BK, DGKTCH49WH
Issue
Probable Cause
Solutions
 No picture or sound
 Unit not plugged into wall outlet
 Power cord not properly
connected to the terminal on the
back of the unit.
 Unit not powered on
 Wall outlet not working
□ Check that the unit is plugged into wall
outlet.
□ Confirm that the power cord is connected to
the terminal on the back of the unit.
□ Turn the on/off toggle switch located on the
back of the unit, lower center, to the “on”
position.
□ Unplug unit, wait 20 seconds, plug unit back
into outlet and try again.
□ Make sure that outlet is working by plugging
in a different electrical device.
 If all of the above have been checked and
the issue is not resolved, contact a customer
service representative.
 No sound (but
picture is working)
 Volume not adjusted on the
remote control.
 Content/Video does not have
sound.
 Content format is not compatible.
 Speakers do not work.
□ Adjust volume using the remote control
□ Confirm content is one of the following
compatible formats: AVI, MPEG4, WMV,
MKV, flv, MP3, MP4, MOV.
□ If unit is connected to Wi-Fi, go to YouTube
and play video that has sound
□ Unplug unit, wait 20 seconds, plug unit back
into outlet and try again.
□ Try playing the content on a different device
(smart phone, computer or tablet)
 If all of the above have been checked and
the issue is not resolved, contact a customer
service representative.
 No picture (but
sound is working)
 Content file damaged.
 Content format is not compatible.
 Screen damaged or defective.
□ Confirm content is one of the following
compatible formats: AVI, MPEG4, WMV,
□ MKV, flv, MP3, MP4, MOV.
□ Try playing the content on a different device
(smart phone, computer or tablet)
□ Unplug unit, wait 20 seconds, plug unit back
into outlet and try again.
 If all of the above have been checked and
the issue is not resolved, contact a customer
service representative.

Remote control not
working

Batteries not inserted properly.
 Batteries are dead.
 Standing too close or too far from
the unit.
□ Check that battery is inserted properly with
positive and negative orientation.
□ Insert new batteries.
□ Stand within 1 foot of the front of the unit
and point the remote directly at the sensor
(green dot)
 If all of the above have been checked and
the issue is not resolved, contact a customer
service representative.