Q&A - BenQ Business Europe

4K X-Sign Compatible Multiple Connectivity Smart Signage | ST550K 55''

The All-in-One Smart Choice for Businesses Big and Small

ST550K

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How do I delete/unbind the device from DMS Cloud?

If you would like to delete/unbind the device from DMS Cloud, please follow the demo video for detailed steps.
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Why can't a display be added into DMS Local?

Please update the device definition (JSON) under setting in DMS Local.

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Why can't the unit be turned on using DMS Local?

1. Ensure that WOL (Wake-on-LAN) setting is supported by this model and enabled on the display.
2. Ensure that the display is connected to the network via the LAN (RJ-45) port. Wake-on-LAN does not work over a Wi-Fi connection.
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How do I add a device by using unique ID for DMS Cloud?

A device must be added first in order to remotely monitor, control, and configure devices individually or as groups. Please follow the demo video to add a device using unique ID for DMS Cloud.
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How do I add a device by using QR code for DMS Cloud?

A device must be added first in order to remotely monitor, control, and configure devices individually or as groups. Please follow the demo video to add device using QR code for DMS Cloud.
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How do I use DMS Cloud to control the device remotely?

Devices can be controlled remotely in DMS Cloud. Please follow the demo video for detail steps.
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How do I upgrade apps for EZWrite 5.0 and X-Sign?

Most BenQ apps can be upgraded online. Please refer to the demo video for the upgrade process of EZWrite 5.0 and X-Sign.
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Why does it show "Display ID is invalid" when I tried to register EasySetting with my device?

Please make sure to check the followings:
(1) Is the network working properly? Make sure to use LAN instead of Wi-Fi for internet access.
(2) Make sure EasySetting whitelist is set up already.
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Where can I download InstaShare App for Android/iOS/Windows/MAC OS?

Please refer to the following download sites for the app:
- Android phone/tablet: Search for "InstaShare" in Google Play and download the app.
- iOS phone/tablet: Search for "InstaShare" in the App Store and download the app.
- Windows/MAC: Follow the below steps to download the app from IFP:
(1) Ensure both IFP and PC are connected to the same network.
(2) Open IFP InstaShare app.
(3) Follow InstaShare instructions to download the app.
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How do I obtain the log for X-Sign player 2.x app?

Please follow below steps to obtain the log for X-Sign player 2.x app:
(1) Switch X-Sign player to Manager mode by selecting "Manager" in "Switch Mode" form.
(2) Make sure the internet connection is available.
(3) Click "Upload device log (Manager mode)" in "Settings" form to create a placeholder file for the log.
(4) Create a file named "XSIGNDUMPLOG" in the root directory/folder of your USB flash drive. Note that "XSIGNDUMPLOG" should be an empty file without file extension.
(5) Insert the USB flash drive into the device.
(6) Click "Save" button to store the log file to the drive.
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How do I use BenQ digital signage as a music player (audio only) in X-Sign Designer 2.x?

Please follow the below steps to use BenQ digital signage as a music player:
(1) Launch X-Sign 2.x designer.
(2) Create an empty template.
(3) Switch from "Edit mode" to "Overview".
(4) "Music" will be shown on the first row. Press "+" icon at the side to select the music to play.
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Where can I find the log for X-Sign player 2.x in Windows?

Please follow the path below to find the log file:
(1) Go to C:\Users\User name\AppData\Local\BenQ\XSignPlayer
(2) Select \BenQ\
(3) Select \cache\
(4) Select \crash\
(5) Select \data\
(6) Select \log\
(7) Select "XSign.env"
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What is the maximum duration a schedule can be set in Local Delivery and Interactive mode for X-Sign Player 2.x?

The maximum duration of schedule in Local Delivery and Interactive mode is 24 hours. If you wish to schedule events that last for more than 24 hours, please purchase the X-Sign Manager license.
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What is "AQI information" in X-Sign Designer 2.x?

AQI stands for Air Quality Index. "AQI information" in X-Sign Designer 2.x provides the index and relevant information about the air quality in China.
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How can I extend X-Sign Manager license online?

Please log in to your X-Sign Manager account, then click on "By Device" > "Edit Device" > "replace" or "choose" to enter the new license code for extension.
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Why can't the content be played after the USB drive is inserted?

Please check the schedule of content under X-Sign Designer for the cause. The table below lists the possible causes and corresponding actions to take:
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Can I change booting logo and animation of the device after powering on?

Yes, booting logo and animation may be changed in "Display" under "Device" in "Setting".
1)Go to "Device" under "Setting" first.
2) Select "Display" to change booting logo or animation.
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Is there any limitation on the external hard drive supported for the ST430K/ST550K/ST650K?

There is no limitation on the external HDD supported, however, it is highly recommended to purchase HDD with power cord or plug in USB cable to USB 3.0 port to ensure there is sufficient power supply.
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My device is connected with a DVD player through HDMI cable, why can't I choose "PC mode" under ZOOM in setting?

Please check if the signal source is 1080i (interlace) instead of 1080p (progressive). PC Mode is disabled (not supported) if the input signal source is 1080i.
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Does X-Sign support flash?

'No, X-Sign does not support flash. However, it supports HTML5.
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How do I use InstaShare to mirror?

InstaShare software is designed to allow seamless wireless presentation and collaboration, utilising smooth streaming of both audio files and Full HD videos. Users can also mirror and control all digital content across their devices including BenQ IFPs, PCs, tablets, and smartphones, empowering contributors to enrich their sessions with a variety of multimedia resources. Here is the step by step tutorial for using InstaShare to do mirroring.
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How do I connect with InstaShare?

What is X-Sign Designer Express and how do I use it ( release v2.6)?

Designer Express allows you to design content on your mobile phone, and provides many ways to express your creativity.

This video shows how to use X-Sign Designer Express:
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How can I use USB auto-play within X-Sign Player (v2.6)?

You can play content with a USB flash drive automatically from X-Sign Player.

This video will show you how to use the USB auto-play function within X-Sign Player:
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How can I export X-Sign Player reports from X-Sign Manager (release v2.6)?

You can check X-Sign Player reports by exporting them using X-Sign Manager.

This video will show you how to export X-Sign Player reports from X-Sign Manager:
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How long before X-Sign Manager expires will I receive the email notification and what is the frequency for the reminder?

An e-mail notification will be sent 30 days before the expiration date and it will remind the user again 7 days prior to the expiration date.
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When will X-Sign Manager send error notifications by email?

X-Sign Manager sends e-mail notifications to inform users about errors when the associated device is offline but there is content scheduled to play.
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How can I manage X-Sign CMS by category and channel?

In X-Sign Manager, you can manage devices with hierarchical structures or play the same content on multiple devices remotely through different channels with ease.
Please refer to the tutorial video below for details.
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How can I set different roles and substitute admins for X-Sign CMS?

If you have several admins and would like them to manage different devices, please follow this tutorial to setup X-Sign CMS accordingly.
For example, Admin A can only manage certain devices and can't access devices assigned to Admin B. Please refer to the tutorial video below for details.

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How can I delete an account from IAM?

Admin or user accounts can be deleted from the IAM website.

1. Enter BenQ IAM

2. Select the profile icon

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How do I setup and configure Active Directory (AD) integration with IAM?

Please refer to this video for a step-by-step tutorial:
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Why do I get a black screen or connection problem when I try to set up my own web page through the web widget included with X-Sign?

Most web pages use "https" connections. However, if the web site has not passed SSL (Secure Sockets Layer) certification, it may display a black screen or have a connection problem. If that happens, please use "http" instead of "https" in the URL to resolve these issues.

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Further Query

Why isn't "Display ID" shown on the device?

"Display ID" will not be shown if the network is not available. Please make sure your device is successfully connected to the Internet.
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When I tried to update X-Sign Player version from 1.6 to 2.0 on the ST550K, there was no response after clicking the "Update" button. Why?

Please check the following:
1) If the device part number ends with "RA2" (EX: 9H.F1TTK.RA2), please insert a USB memory stick and try again.
2) Check if the Internet connection works correctly.
3) Check if there is any firewall blocking connection.
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Why does LAN control command (volume adjustment) stops working after the keypad function is disabled by holding "CH +" button on the remote control?

ST430K/ST550K/ST650K are designed to accept LAN control command only when the keypad is active. Please hold "CH+" on the remote control again to reactivate the keypad function.
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Is the built-in speaker muted automatically when external speakers are connected to the unit?

No, ST430K/ST550K/ST650K are designed to have built-in speaker remain active even when external speakers are connected.
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A USB device or adapter dongle doesn’t work or interferes with other USB devices randomly. How can I make them work properly?

Why can't I pair my IAM (Identity and Access Management) account with AMS (Account Management System), DMS (Device Management Solution), or X-Sign Broadcast?

Currently, AMS, DMS, and X-Sign Broadcast may all only be paired to one unified IAM admin account. If different IAM admin accounts are used, pairing will fail. For example, if DMS is paired already to an IAM account, you won't be able to pair AMS or X-Sign Broadcast with a new IAM account unless other BenQ services (EX: DMS) are deleted. In essence, AMS, DMS, and X-Sign go together with one IAM account and all need to be unpaired to switch IAM account association.
If you would like to pair software with a new IAM account, please delete the devices in associated BenQ services (DMS, AMS, Broadcast) from the corresponding web site. If other BenQ services are deleted but still encounter a pairing issue, please record the MAC address and contact your local BenQ service center for further assistance.

Why can't I download OTA (over the air) updates for X-Sign Player?

If you've previously used OTA update for X-Sign Player and cancelled it during the download process, you will need to delete the previously downloaded file stored in the "Download" folder of your operating system prior to carrying out a new OTA update.

Why is there a rectangular box on the lower-right part of the screen? Can I remove it?

This is the new app storage visual area in our launcher, and you may put frequently used apps inside the box. The box cannot be removed.

Why do I get a black screen or connection problem when I try to set up my own web page through the web widget included with X-Sign?

Why can't I use the YouTube apk to watch videos anymore?

The following error messages may be encountered as YouTube has stopped support for smart devices on some older apps.

Alternatively, you can use a browser to view YouTube videos or try other YouTube TV apps you may have.