Support

Can NoviSign be used by anyone?

It can be used by anyone, regardless of size or type of business, including sole proprietors, stores, municipalities, and corporations.
NoviSign is an easy and simple way to advertise new products and deals to your customers and is the most efficient way to reinforce brand awareness in stores and other locations. Not only that, but NoviSign allows you to easily manage your screen devices in multiple locations from anywhere, all in one place.

When logging in to my account the message “session timeout” shows and doesn’t allow my login.

Clear your browser’s cache and cookies and try logging in again.
If this does not help, you are probably using an unsupported browser, please use Chrome.

What kind of OS (Operation system) is required to run content on NoviSign?

 Android/Windows/Chrome OS are supported. there are differences in settings between the Windows and Android versions of the NoviSign Player application. Please check above in the “Hardware minimum requirements” for details.

Is there a specific browser requirement when using the NoviSign studio?

Chrome (Newest Version) is supported; there are browsers other than Chrome that will work, but since they are not supported, we cannot help if some kind of error happens because of using another browser. 

How much storage do I gain?

Each license is 400 MB and can be increased by 400 MB for each license purchased (e.g., if you purchase 5 licenses, the total is 400MB x 5)

I edited my playlist but changes aren’t affected on my display.

Please wait 2 minutes for the content to be dowloaded to your STB(Set Top Box). If changes are still not made, check the network of the STB. 

 Is it possible to automatically update the NoviSign Player app?

The Android version of the player can be set to auto-update, but requires rooting of the STB’s Android. Rooting is not supported.

Is there a limit of media (video/image) upload per file?

Media size can be up to 100MB, and up to 500MB can be uploaded by purchasing 5 licenses. (Maximum of 5 licenses is 500MB)

What kind of Video and Image can be uploaded?

Image data can be “.jpg/GIF/.png/”; PDF and PowerPoint data will be converted to .jpg by the conversion tool when uploaded (Theres a limit of 10 conversions per license)

Video data is available in MP4 (H.264).

For more information about the number of file conversions, please refer to the QA below, “What is the number of file conversions?” for more information about the number of file conversions.

What is the number of file conversions?

The number of times PowerPoint and PDF files can be uploaded(converted): 10 times/month per account.
Unlimited conversions are available for an additional monthly fee.
Contact support@novisigncanada.com for more information

How can I convert a video file (such as MOV or ARC) to the format that NoviSign applies(MP4)?

NoviSign primarily supports MP4 (H.264)
If you have a video file type other than these and wish to incorporate it, please convert it to MP4 (H.264) before uploading it to the NoviSign Studio.

The download timing of contents on NoviSign.

Basically, loading occurs only once from the cloud through the network at the time of delivery.
Thereafter, the cached data is delivered even if the network is disconnected.
However, in some situations, including the following, downloading may occur during the display of the content and if there is no network connection at that time, a portion or all of the content may not be displayed.

・Video

The original video content is downloaded once and remains in the cache of the display device.
However if the internet is slow or the video is a very heavy file, the download may take time. (there is a possibility of timeout depending on the situation)

・YouTube

YouTube requires downloading each time the video is played.
Please use the video widget if you want to play regardless to the internet connection situation.

・Twitter, Instagram, and Web (Web Image)

The timing of loading is set in the properties on the right side of the settings screen.

・Clock and Weather

N/A will show if theres no internet connection. 

Contact us at support@novisigncanada.com to know more about our widgets.

Theres an error code or black screen showing when trying to run video using the YouTube widget.

Make sure that the Youtube widget is not overlapping other elements (widgets) on the editor screen.
Also, if it is an android device, update the Youtube settings of that account and application on that device to the latest version plus don’t forget to check the network connection.

How can I play content fully offline using cache?

The player application basically downloads almost all data to the device that plays it.
Please wait to take it offline until the second round or until the download is complete and all data is displayed.
Creatives that require a constant network connection, such as YouTube, FTP, web pages, weather and clock widgets, cannot be played offline.
The “Web page” widget will continue to play if the reload property is turned off. (restrictions applied depending on the site and STB)

Is it possible to group up the settings on Studio?

Grouping is possible in the player settings, but we recommend that grouping be done carefully, as it is necessary to operate the STB once when changing the organization of groups afterwards. 

Contact us at support@novisigncanada.com to know more about NoviSign.

How can I run a BGM or sound on NoviSign?

Prepare and upload an M4A (AVC encoded) sound file and assign it to the video widget.
Hide it in the background of another element. It should now work. Please make sure you have the latest version of adobe air installed into your PC when doing this.

The video I pasted on my content is running slowly like a slow-motion video. 

The video resolution may be larger than the maximum resolution possible on the STB (Set Top Box). Try reducing the resolution of the video file to less than the resolution of the screen and recreate the file.

Is it possible to buy the NoviSign service instead of paying monthly?

NoviSign is an interactive system provided on the cloud (Internet).

For example, if the version of the API of the SNS to which it is connected is upgraded, it will no longer be available, so frequent software updates are performed internally. For this reason, it is not suited for on-premise use (i.e., when installed separately in the customer’s environment), and is not sold as software.

However, we can afford yearly contracts with discounts depending on the period.

Contact us at support@novisigncanada.com to know more about our plans.

When I try to run NoviSign on Android, it stops at a black screen.

・Incident

Novisign Player was running on an android device.
At first it worked, but eventually, after downloading content, the screen went black and stopped working.

・Solution

In many cases, this problem is caused by the scroll acceleration used by the Android OS not working properly when scrolling text, such as Ticker or RSS functions installed on the content.

If this problem occurs, the following steps can be taken to resolve the issue. 1.

1. Click on the gear symbol at the top of the Novisign Player’s first keystroke screen.
(If the screen is black, right click anywhere on the screen to return to the first keystroke screen.)

2. Turn off “Accelerate text animations” in the settings.

3. Go back to the beginning of the player application, insert the key and click “Go”.

It should now work properly.

Will a network connection be required at all times?

Normally, when content is first played, it is loaded into the cache and will be played from the cache the next time, so it can be played offline. You will need to be connected to the network to update the content. However, SNS/YouTube/Web page/Weather forecast/Clock (depending on STB) will not play unless connected to the network.