Contact Us
Email Support Hours:
Monday to Friday 9AM to 5PM PST
Setup Troubleshooting
How does setting up with the Signage Mobile App differ from using the physical remote with the Signage Manager Portal?
You can set up multiple sticks at once using the app, but can only set up one at a time using the physical remote with the portal. Using the app, you can also set up sticks before connecting to a display by just connecting to power, which is not possible with the portal. However, regardless of which method you choose, you will be able to manage your Sticks with both the app and the portal after setup.
If I set up Signage Sticks with the physical remote and Signage Manager Portal, can I view them in the Signage Mobile App (and vice versa)?
Yes, you can view Sticks set up with the physical remote and Signage Manager Portal in the mobile app. The reverse is also true: if you set up Signage Sticks using the app, you can also view and manage them from the web Signage Manager Portal.
When setting up using the mobile app, how can I identify which stick(s) have been scanned?
If your Stick is connected to a display during scanning, you’ll see a 16 digit DSN on the first screen in the top left corner. That last 6 digits will be displayed to identify the Sticks that have been scanned. You can also find the DSN on the outside of the Stick’s packaging.
Why aren't my Signage Stick(s) being discovered during a scan?
There are a couple of factors that could lead to Signage Sticks not being discovered:
- Your Stick is not fully charged yet. Make sure your Stick is connected to a power source, wait for 5 minutes, and then try again.
- Your mobile device may be out of the Stick’s Bluetooth range. Try moving your device within 10 feet of the Stick.
If none of the above works, try unplugging the Stick and then reconnecting it to power. Wait for the Signage Stick to fully restart before rescanning.
Can I set up multiple Signage Sticks with different Wi-Fi credentials/CMS preferences at the same time on the Mobile App?
No. To set up Signage Sticks with different Wi-Fi credentials/CMS preferences, you will need to complete the setup process separately for each combination of settings.
My Signage Stick(s) were found during scanning but mobile app setup failed to complete. What should I do?
There are a few situations that can lead to an unsuccessful setup (e.g. Wi-Fi or Bluetooth connection lost, Signage Stick no longer in paring mode).
In most cases, unplugging the Signage Stick, plugging it back in, and repeating the setup process will resolve the issue. Additionally, verify that the Wi-Fi password you entered is accurate. If this doesn’t work, try setting up using the physical remote and Signage Manager Portal. If that fails, please contact support at signage-support@amazon.com.
After I connect my Signage Stick to a display, why does the mobile app show my Signage Stick as online when the display still shows “installing”?
The app will show a Signage Stick as online as soon as an internet connection is established. However, the Signage Stick may need to update its firmware and install the CMS application, which can take 10+ minutes depending on network conditions.
How do I set up a Stick with an open Wi-Fi network?
We recommend using a secure network for Stick setup and management to maximize security. However, if you wish to set up a Stick with an open Wi-Fi network (network that does not require a password), you must set up with the physical remote and Signage Manager Portal. The mobile app only supports setup with protected Wi-Fi networks.
If you have access to a protected Wi-Fi network but want your Stick to ultimately use an open Wi-Fi network, you can also use the app to set up with the protected Wi-Fi network and then change it after setup.