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General QA & Troubleshooting

General QA & Troubleshooting of the L Squared Hub

Section 1: Device Offline / Connectivity Issues

Why is my device offline?

Common Causes:

  1. Power Issues
    • Device unplugged or power outage
    • Store closed (on/off timers active)
    • Power strip switched off
  2. Network Problems
    • Ethernet cable disconnected
    • Wi-Fi connection lost
    • Router or switch issues
    • Slow/unstable internet
  3. Configuration Issues
    • Wrong input source selected

Troubleshooting Steps

Step 1: Check Physical Connections

  • Verify device is plugged in and powered on
  • Check ethernet cable securely connected (or Wi-Fi signal)
  • Ensure TV/display is powered on

Step 2: Verify Input Source

  • Use TV remote to check input source
  • Should be set to HDMI (for media players) or URL Launcher (for smart TVs)
  • Change input if showing "No Signal"

Step 3: Check Network

  • Confirm internet is working (test other devices)
  • For ethernet: check cable connections at both ends
  • For Wi-Fi: verify device connected to correct network

Step 4: Review Timer Settings

  • Check on/off timer schedule in device settings
  • Ensure times match business hours
  • Verify timezone is correct

Step 6: Power Cycle Device If device has power issues

  • Unplug device for 30 seconds
  • Plug back in and wait 2-3 minutes for boot-up
  • Check if device comes back online

Contact Support Team:
You can each us at Support@Lsquared.com or 1-877-525-1995 Option #1 for support.

Section 3: Content Management

Uploading Content

Upload Process:

  1. Log into your account portal
  2. Navigate to Content Library
  3. Click "Upload" button
  4. Select file(s) from your computer
  5. Wait for upload to complete (progress bar)
  6. Content available for scheduling once upload finishes

Large File Issues:

  • Slow uploads: Check your internet upload speed
  • Upload fails: Try smaller file size or different format
  • For Huge file uploads, contact support for assistance.

Scheduling Content

Common Schedule Issues:

Content Not Changing:

  • Check if override schedule is active
  • Verify time-based rules aren't conflicting
  • Confirm device has schedule assigned

Wrong Content Showing:

  • Verify correct schedule assigned to device
  • Check for override schedules taking priority
  • Review time-based schedule rules
  • Ensure content files uploaded successfully

Content in Wrong Orientation:

  • Check display orientation setting (portrait vs landscape)
  • Verify content created in correct dimensions
  • Some devices may need display settings adjusted

Template Management

Applying Templates:

  1. Create or select template
  2. Add content zones/widgets
  3. Assign template to schedule
  4. Publish changes

Section 4: Hardware Troubleshooting

Display Issues

Black Screen:

  1. Check device power (LED indicator)
  2. Verify HDMI cable connection
  3. Check correct input source selected
  4. Try different HDMI cable/port
  5. Test display with different device

No Signal Message:

  1. Verify cable connections at both ends
  2. Check correct input source (HDMI 1, 2, etc.)
  3. Try different HDMI cable
  4. Ensure media player/source device is powered on

 

Section 5: License Management

Understanding Licenses

  • Each device requires an active license
  • Licenses tied to your account
  • Suspended licenses: usually payment issue
  • Transfer licenses between devices: requires support request

Common License Issues

Service Suspended:

  • Cause: Payment issue or overdue invoice
  • Action: Contact billing department to resolve
  • Support cannot reactivate until payment cleared

Store Closure/Relocation:

  • Request device deletion through support ticket
  • Frees up license for new location
  • Provide: Store number, device ID, closure date

Device Transfer (Ownership Change):

  • Required for: Store sales, franchise transfers
  • Request through support with both party approvals
  • Processing time: 1-3 business days

New License Purchase:

  • Contact sales team or account manager
  • Provide: Number of licenses needed, account information
  • Added to account after payment processed

Section 6: User Access & Account Management

Creating User Accounts

Getting Access:

  1. Account administrator sends invitation email
  2. Check spam/junk folder if not received
  3. Click invitation link
  4. Set password and complete profile
  5. Log in to portal

Access Not Working:

  • Verify using correct email address
  • Check invitation hasn't expired (valid 7 days)
  • Reset password if needed
  • Contact support if still unable to access

Password Reset

  1. Go to login page
  2. Click "Forgot Password"
  3. Enter email address
  4. Check email for reset link
  5. Follow link to create new password
  6. Log in with new password

User Permissions

Permission Levels:

  • Administrator: Full account access, user management
  • Editor: Content and schedule management
  • Viewer: View-only access

Request Permission Changes:

  • Contact account administrator
  • Or submit support ticket with requested changes

Section 7: Application-Specific Issues

Known Application Issues

 

Section 8: Contacting Support

Before Contacting Support

Gather This Information:

  1. Device name and ID (from your portal)
  2. Store/location name and number
  3. Description of issue
  4. When issue started
  5. Troubleshooting steps already tried
  6. Screenshots (if applicable)

 

Section 9: Best Practices

Device Management

Setup:

  • Use ethernet connection when possible (more reliable than Wi-Fi)
  • Register device immediately after installation
  • Verify display resolution before creating content
  • Set appropriate on/off timers for business hours
  • Test content display before finalizing

 

Content Management

Creation:

  • Create content at correct resolution (matches display)
  • Optimize file sizes for faster loading
  • Use recommended formats (MP4 H.264 for video)
  • Test content on one device before deploying to all
  • Keep source files for future edits

Scheduling:

  • Test schedules before activating
  • Use descriptive names for schedules
  • Document schedule purposes/intentions
  • Set end dates for time-sensitive content
  •  

Section 10: Technical Specifications

Supported Hardware

Displays:

  • Samsung Tizen commercial displays (2019+)
  • LG WebOS commercial displays (2019+)
  • Any display with HDMI input (using media player)

Media Players:

  • Lenovo LP5 (recommended)
  • Lenovo M70q
  • Generic Android media players (limited support)

 

Appendix: Glossary

Common Terms:

  • Device ID: Unique identifier for each display/media player
  • Template: Layout defining content zones and positions
  • Schedule: Playlist of content with timing rules
  • Override Schedule: Temporary schedule taking priority
  • On/Off Timer: Automated device power schedule
  • MDC (Multiple Display Control): Remote display power control
  • Input Source: Display's active HDMI/signal input
  • Resolution: Display dimensions in pixels (e.g., 1920x1080)
  • Video Wall: Multiple displays combined into single image
  • License: Software subscription for each device