Troubleshooting a faulty game screen

Find the description below that matches what you see on the screen and follow the recommended checks.

Before contacting Support, have the following ready:

• Bay number or screen serial number (located on the back of the unit)
• A clear photo of the screen
• A summary of the troubleshooting steps completed

Screen is completely black

What you see

The screen is fully black. No image is displayed.

Most likely cause

Power issue.

What to check

• Power cable is firmly connected
• Power outlet has power
• Power adapter has a green light (if used)
• Blue circle on the back of the screen is illuminated

If the issue continues

Contact Support and provide the bay number or serial number and a photo of the screen.

Screen shows “Checking Media Presence…” or “No connection”

What you see

The message remains on screen and the game does not load.

Most likely cause

Network connection issue.

What to check

• Network cable is firmly connected to the back of the screen
• Cable is securely connected at the wall outlet or connector box
• Network switch port light for that cable is on (green or amber)

After reseating the cable, restart the screen. If the issue persist and if practical, perform an isolation test as described below.

Isolation test (if practical)

Temporarily connect the screen to a known working power and network location.

• If the screen works in another location, the original cable or connection point may be the cause.
• If the issue follows the screen, contact Support.

When contacting Support, include whether the switch port light was on or off.

Screen stuck in boot loop with repeating terminal text

What you see

Terminal text repeats continuously and the screen does not fully load.

Most likely cause

Software issue.

What to do

Do not perform repeated restarts.

Next step

Contact Support with the bay number or serial number and a photo of the screen.

Fuzzy image or graphical distortion

What you see

The image appears blurry, unstable, or visually distorted.

Most likely cause

Network instability.

What to check

• Network cable is securely connected
• Cable is securely connected at the wall outlet or connector box
• Restart the screen.

If the issue continues, perform the isolation test described in the network section.

If the issue follows the screen, contact Support.

Screen resolution appears incorrect (4:3 format)

What you see

The display appears stretched or compressed into a 4:3 format.

Most likely cause

External HDMI input connected.

What to check

• Remove any external HDMI cable connected to the screen
• Restart the screen.

If the issue continues, contact Support.

Blue or black circles, thin lines, or dark bleeding areas

What you see

• Blue or black circular spots
• Thin blue or black lines
• Dark bleeding areas on the screen

Most likely cause

Panel damage.

What to do

Take a clear photo and contact Support with:

• Bay number or serial number
• Photo of the damage

Touch is not responding

What you see

The screen displays normally, but touch input does not work.

What to check

Restart the screen.

If touch does not respond after restart, contact Support.

Screen is cracked or visibly impacted

What you see

Visible cracks, impact marks, or shattered glass.

What to do

• Take a clear photo
• Provide the bay number or serial number
• Contact Support

Note: The range may be financially responsible for physical damage replacement.