Troubleshooting the Digital Signs –
DGKTCH43BK
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.
Power button on
remote is not
working.
System Aid App is not open.
Using the remote control, scroll over to the
“Main apps” button and Open the “System
Aid” app.
Point the remote at the green light indicator
and power screen off. The unit is now in
standby mode.
If the power switch is still in the on position,
you can use the remote to power on the
screen.
Follow this process every time you want
enable standby mode.
If all of the above have been checked and
the issue is not resolved, contact a customer
service representative.
Remote control not
Batteries not inserted properly.
Check that battery is inserted properly with
2
3
