Digital Signage/IFP Installation Handbook
Copyright Copyright © 2020 by BenQ Corporation. All rights reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system or translated into any language or computer language, in any form or by any means, electronic, mechanical, magnetic, optical, chemical, manual or otherwise, without the prior written permission of BenQ Corporation.
Table of Contents Copyright ...................................................................................................................................... 2 Disclaimer ..................................................................................................................................... 2 Display installation guide ........................................................................................................... 5 Precautions ...................................................
Preventing afterimage burn-in ................................................................................................78 Appendix 1: Installation Checklists .......................................................................................79 Before installation.................................................................................................................................... 79 After installation ...................................................................................
Display installation guide To ensure safety, please read this manual carefully before installation and follow the instructions herein. Store this installation guide in a secure place for future reference. At the end of this Installation Handbook are installation checklists that help you to ensure the necessary steps have been completed. Make sure to have the checklists by hand before performing a new installation.
Always move the display by at least two (2) adults with both hands. 90° 90° Lay down the display gently and horizontally. When you want to place the display face down, prepare a flat and horizontal surface that is larger than the display and spread a thick protective sheet on it. Be careful not to scratch any parts of the display when upturning the display. Lift the display up horizontally by holding the four (4) handles. Do not lift the display against its corner.
When you want to upturn the display, stand the display vertically to make sure its weight spread evenly on the surface. • Check the shock label on the outside of the product carton. The shock indicator on the label will turn red if the display/package is improperly handled (for PL/PH series only). Notes on installing the display Installation of this display should only be performed by two (2) qualified technicians.
• Do not install near any heat source such as radiators, heat registers, stoves, other apparatus (including amplifiers) that produce heat or put the unit exposed to direct spotlight or sunlight. • It is highly UNRECOMMENDED to install products in moving vehicles as there is high risk for breaking the internal hanging-panel films in the long run. • It is highly UNRECOMMENDED to install products in environments with excessive foreign particles floating in the air such as open kitchen.
30 For IL430/IL490/IL550, when two displays place together, the signal of the remote control is easily interfered by the Touch screen signal. • Do not place the remote control receiver of the display parallel to the front frame of another display or its signal will be interfered by Touch screen’s signal. Please keep the distance for at least 20 mm when placing two monitors side by side. • Use an IR extender cable (3.
Cable extension guide This guide provides additional information about how to extend VGA, HDMI and USB connections as required in the environment where you set up your BenQ digital signage and interactive flat panel displays. Refer to the instructions in this guide and the User Manual of your BenQ display to ensure stable and optimal performance. Pay attention to the following notes when you connect cables: • Turn off all devices before making connections.
Extending the VGA connection using a VGA amplifier/repeater If you need to connect the display to a computer or other VGA source devices over a long distance (over 3 meters), a VGA signal amplifier must be used to boost the signal and prevent potential display quality problems like interference and ghosting. 1. Connect the VGA input jack on the display to the VGA output jack on the VGA signal amplifier/repeater using a D-Sub (15-pin) cable. 2.
Extending the HDMI connection using an HDMI amplifier/repeater Although there is not an official limit on HDMI cable length (as it mainly depends on the quality of the HDMI cable), in order to prevent potential display quality problems like interference and ghosting, if you need to connect the display to a computer or an A/V device (such as a DVD or Blu-ray player) over 5 meters, deployment of an HDMI signal amplifier is highly recommended. 1.
Connecting faceplate 1. Connect the mini-B plug of the supplied USB cable to the USB Mini-B port on the display, and the type-A plug of the cable to the USB port on the faceplate. 2. Connect the computer to the faceplate using a suitable USB cable. Display USB port USB cable Faceplate USB cable Computer • Refer to the User Manual of your display for the location of USB port.
Extending USB connection Extending USB connection using an active (powered) USB extension cable You can use a commercially available active (powered) USB extension cable on the market to extend the length of USB connection. The active USB extension cable helps boost the USB signal as well as provides sufficient bus power for the connected USB device. 1.
3. Connect the converter to a computer using a suitable USB cable. Display USB port USB cable USB-CAT converter Category 5/5e/6 network cable USB cable Computer • Refer to the User Manual of your display for the location of USB port. • Refer to the documentation of the active USB-CAT5 converter for the maximum length of the Category 5/5e/6 network cable. • The type of USB port and plug on the active USB-CAT converter may be different from the description above.
3. Connect the computer to the faceplate using a suitable USB cable. Display USB port Active USB extension cable USB cable Faceplate Computer USB cable • Refer to the User Manual of your display for the location of USB port. • For best results, use only a certified active USB extension cable and high-quality faceplate. • The type of USB port and plug on the active USB extension cable may be different from the description above.
4. Connect the computer to the faceplate using a suitable USB cable. Display USB port USB-CAT converter USB cable Category 5/5e/6 network cable USB cable Faceplate Computer USB cable • Refer to the documentation of the active USB-CAT converter for the maximum length of the Category 5/5e/6 network cable. • The type of USB port and plug on the active USB-CAT converter may be different from the description above.
Additional information Your LCD display provides USB 2.0 ports for connecting to various devices including computers, flash drives and wireless LAN adapters. This section provides basic information about the USB 2.0 interface and serves as a reference for the deployment of your USB connections.
Term Description/explanation Upstream Downstream Hub The direction of data transmission from a USB function to a host or hub. The direction of data transmission from a USB host or hub to a function. A USB device that provides upstream connection (port) to a host and downstream connections (ports) to multiple functions. Root hub A USB host that also performs the functions of a hub. Speed (low-speed, Three different speeds are currently defined in the USB 2.
Prohibited cable assemblies Some cable assemblies are prohibited in the USB specifications and are not recommended as they may not work in all instances. For example, passive extension cable assembly: a cable that has a Type-A plug on one end and a Type-A receptacle on the other, or a Type-B plug on one end and a Type-B receptacle on the other. This allows multiple cable segments to be connected together, possibly exceeding the maximum permissible cable length.
Video wall installation guide To ensure safety, please read this manual carefully before installation and follow the instructions herein. Store this installation guide in a secure place for future reference. At the end of this Installation Handbook are installation checklists that help you to ensure the necessary steps have been completed. Make sure to have the checklists by hand before performing a new installation.
4. Start your video wall from the bottom left or bottom right. Finish one row and then move up to finish the next row. Once a display has been installed, check the horizontal and vertical level immediately using a professional measuring tool. Landscape mode Portrait mode Rotate each display 90 degrees clockwise to install the video wall in portrait mode. 5. Place your displays as close to each other 6.
Checking the safe distance between displays During video wall installation, you might want to place the displays as close to each other as possible. Note the LCD screens may be damaged through the direct transfer of weight if an appropriate distance is not kept between displays. The recommended gap between displays may vary depending on your purchased models as listed below. Model name P Series Recommended gap between displays ≥ 0.
4. After the displays are mounted and 5. Insert the pad again and swipe the pad fastened, check if the space between each horizontally and vertically between the gap display is just enough for removing the gap to ensure it can move smoothly. Ignore inspection pad smoothly. If the pad is the black tapes on the edge if they stop trapped, adjust the screws to release you. Refer to Recommended gap between more space. displays on page 23 for the minimum distance required for each model.
Installing edge finishing kit: PL460/PH460/PH550/PL550 Whether used as a standalone unit or as a part of a video wall, the edge finishing kit will transform your display into a most stylish and elegant display. Inside your edge finishing kit you will find the following components: Cosmetic Plates Top (A) Flat Enclosure (E) Bottom (B) Left (C) Right (D) Corner Enclosure (F) M3 x 5 mm Screw (G) M4 x 6 mm Screw (H) Installation For standalone unit 1.
For a landscape video wall 1. Mount the cosmetic plates in their respective places on the edge of your display, and screw in to place using the 6mm M4 screws. A C A H 2. On each corner, mount a corner enclosure piece and fasten each one with 4 of the 5mm M3 screws. Where the displays meet, use a flat enclosure piece, and fasten each of these too with 4 of the 5mm M3 screws.
Making a daisy chain Once you have installed the video wall, you are ready to connect all displays serially as a daisy chain for playback or centralized management. Follow the steps below to form a daisy chain, and refer to the mentioned sections for more information. In this chapter, illustrations of 4 daisy chained displays are for your reference only. You can connect more displays if needed, as long as it is within the limit of each daisy chain to ensure picture quality.
5. Decide the way to manage all the daisy chained displays. See Managing the daisy chain: PL460/PH460/PL550/PH550 on page 35 for more information. 30° 30° 6. Change the display settings to optimize video wall performance as suggested.See Optimizing the video wall performance and management: PL460/ PH460/PL550/PH550/PL490/PL552/PL553/PH5501 /PH5502 on page 38 for more information. Cable connections 1. 2. 3. 4. Turn off all devices. Connect the first display with the video source (e.g. computer).
Different types of daisy chain Depending on your needs and input source, different cables should be connected properly. The second display (connected to the IN ports) DVI-OUT DVI-IN LAN switch RS-232C cable RJ45 cable HDMI-2 VGA OUT HDMI-1 VGA IN DVI HDMI cable cable AV cable D-Sub (15-pin) cable IR cable The first display (connected to the OUT ports) • Not all cables and daisy chains are available for all models. Check the specifications of the purchased model for the available connections.
Function Cables required for each display Control of all displays through Local Area Network (LAN) Reference RJ45 cable Page 36 Number of daisy chained displays The number of displays you can loop out serially depends on the resolution and type of the input signal. Refer to the following table for the recommended and maximum number of displays for different daisy chains.
Setting the display position After all the displays are installed properly to a video wall, you need set the position of each display to determine how to display the input image. Without setting the display position, each display outputs the complete picture independently. Once the position is set, the video source (e.g. computer) identifies the number of connected displays and transfer part of the picture to each display accordingly. The video wall then outputs one picture as a whole.
Setting the display position in landscape mode: PL460/PH460/PL550/PH550 If a landscape video wall has been installed, follow the procedures to set the display position. 1. Go to Screen > Display Wall > H. Monitors and V. Monitors on each display to set the total number of displays counted horizontally and vertically. 2. Go to Screen > Display Wall > H. Position and V. Position on each display to set the position. The position is defined by the X-Y matrix.
Setting the display position in portrait mode If a video wall in portrait mode is desired, follow the procedures and refer to the matrix and examples for setup. 1. Rotate each display 90 degrees clockwise to install the video wall in portrait mode. 2. Rotate the picture 90 degrees counterclockwise from your video source (e.g. computer). 3. Rotate the OSD menu from each display. Go to Setting > Advanced > OSD Rotation and set it to Portrait.
Setting the ID number of each display: PL460/PH460/PL550/PH550 Once you have installed the video wall, you need to set an ID number for each display to identify one among the multiple displays easily. This is helpful for video wall management, such as power management, OSD control, or color management. It is also helpful if additional adjustment is required for a specific display. To set the ID number, go to Setting > Set Monitor ID on each display for configuration.
Managing the daisy chain: PL460/PH460/PL550/PH550 Once the displays have been daisy chained and the position and ID numbers have been set, you need to decide a way to control all displays centrally. The centralized management could be done by remote control, RS-232 commands, or LAN control. Management by remote control (selected models only) 1. Connect all displays using the IR cables (purchased separately if not supplied). 2. Connect the supplied IR extender to the IR-IN at the back of the first display.
Management by RS-232 commands: PL460/PH460/PL550/PH550 The video wall can be managed by receiving RS-232 commands from a computer. 1. Make sure the ID number has been set for each display. See Setting the ID number of each display: PL460/PH460/PL550/PH550 on page 34 for more information. 2. Connect the computer to a display using a RS-232C serial null modem cable (purchased separately if not supplied). 3. Connect all displays using the RS-232C serial null modem cables (purchased separately if not supplied).
4. Go to Setting > Control Setting each display. Select LAN. Refer to the user manual of the purchased model for the detailed settings and the operation of LAN control. RJ45 cable LAN switch or hub For PL490/PL552/PL553/PH5501/PH5502, there is no need to select LAN as it is automatically enabled once the device is connected.
Optimizing the video wall performance and management: PL460/ PH460/PL550/PH550/PL490/PL552/PL553/PH5501/PH5502 To optimize the video wall performance, change the OSD settings as suggested. 1. 2. 3. 4. 5. Make sure the displays have been looped by IR, RS-232, or RJ45 connection. Go to Tiling > Frame Comp. and set it to On. Go to General settings > LED and set it to Off. Go to General settings > Monitor ID and set different ID for each display.
Software Color Meter Description x-rite, i1Display Part Number: • PL460/PH460/PL550/PH550: EODIS3-OEM • PL490/PL552/PL553/SL490/SL550/PH5501/PH5502/PL5502: EODIS3-DCOE Software Version: • PL490/PL552/PL553/PH5501/PH5502/PL5502: v.P.1.0.1 • SL490/SL550: v.S.1.0.
Operating Instructions of Edge Alignment Kit/Pin: PL490/PL552/PL553/PH5501/PH5502 Basic composition per set 1. Edge Alignment Kit-1: 1PCS 2. Edge Alignment Kit-2: 2PCS 3. Thumb Screw: 8PCS 4.
Function of Edge Alignment Kit/Pin Keep adjacent Displace at the same plane and uniform gap. Without using edge alignment kit/pin. Installing Edge Alignment Kit • Before install edge alignment kit, displays must be mounted to video wall frame correctly. • Using “Thumb Screw” for easy installing. • Using “Edge Alignment Kit-1” on adjacent four displays.
1. There are two loops of screw holes (outer & inner), depend on the design of each model. (Please check the user manual for using loop information) • Outer loop: Big screw holes for M6 screw. • Inner loop: Small screw holes for M4 screw. 2. Remark: • M6 screw: for PL552/PL553/PH5501/ PH5502 • M4 screw: for PL490 • Using “Edge Alignment Kit-2” on adjacent two displays. 1. There are two loops of screw holes (outer & inner), depend on the design of each model.
Installing Edge Alignment Pin • During mounting displays to video wall frame, using “Edge Alignment Pin” to secure the flatness of adjacent displays. • Don’t let edge alignment pin to touch the side surface of panel, panel will damage due to incorrect installation. • Using “Edge Alignment Pin” on adjacent displays. There are 8 holes on the four corners of displays designed for plug-in the edge alignment pin.
Tiling: PL490/PL552/PL553/PH5501/PH5502 With this function you can create a single large-screen matrix (video wall) that consists of up to 225 sets of this display (up to 15-sets on the vertical and 15-sets on the horizontal sides). Term Enable H monitors V monitors Position Description/explanation Choose to On or Off the Tiling function. If On, the display will apply the settings in H monitors, V monitors, Position, and Frame comp. Adjust displays on the horizontal side.
Setting the display position for special video wall layout If a special layout is requested, you will need an additional software and device (purchased separately) for advanced settings. Refer to the user manual of the purchased software for more information.
Special signage installation guide D series Full HD 55-inch dual-side display This guide provides additional information about how to install D series Full HD 55-inch dual-side display. The dual-side display offers users access to information from both sides of the panel. They can be hung from a ceiling, built into walls, or suspended. Installation notice • Identify the FRONT SIDE by finding the barcode. The barcode is near the front side. Front Side Back Side The barcode is near the front side.
Connecting HDMI cables and connectors Plug two HDMI cables into the cabinet, and ensure that all cable plugs are firmly fitted into the jacks.The main signal input source is HDMI 1. Make sure HDMI 1 is well connected before connecting HDMI 2. HDMI HDMI Front side Back side Connecting the power cord Plug in the power cable and turn on the AC power switch.
Connecting the cables If the display doesn’t work, unplug and re-plug the cables. Make sure the cables are plug-in HORIZONTALLY and COMPLETELY.
Mounting installation For DH551F, three mounting options are available: Ceiling Mount on page 49, U-Mount on page 54, and H-mount on page 58. Ceiling Mount Tools needed Power drill Drill head Hammer Allen wrench 5mm/ 6mm Phillips Pencil Wrench 12mm Secure bracket to ceiling 1. Identify types of the target ceiling: Concrete or wood. DO NOT secure the bracket to any decorative post or plasterboard for wood ceiling. 2. Drill holes of diameter 10mm and depth 55mm in concrete ceiling with power drill.
4. Remove the flat head screws (M3xL8) (C) with a Phillips screwdriver before pulling open the plastic cover to the left and right. 5. Remove the spring washer and nut from the expansion screw and secure the bracket (A) to the ceiling. Places washers in sequence as shown below when securing the bracket to ceiling: Bracket (A)=> spring washer => nut Install panel display to the bracket Secure the display frame (E) to the display with the included flat head screws (M4xL10) (D) by a Phillips screwdriver.
3. Lead cables out of outlet at bottom of device box for cabling. 4. Secure the front cover of the device box (F) to the later with the included flat head screws (M3xL8) (C) by a Phillips screwdriver. Adjust cable length 1. Leave appropriate cable length by winding the excessive section around the cable slot. 2. Replace the plastic covers to the left and right of the bracket before securing them with the included flat head screws (M3xL8) (C) by a Phillips screwdriver.
Secure panel display to the bracket 1. Secure panel display to the bracket. 2. Secure the bracket to the panel display with the included flat head screws (M4xL10) (D) by a Phillips screwdriver. Protect with spiral wraps Shield cables with spiral wraps. Notice 1. Always set the front side the display 1 and the back side the display 2. 2. When using a computer, set the display to extension mode. 3. You need two different player software to have both sides of the display work at the same time (e.g.
6. When turning off the display by disconnecting the power cable or DC power cord, wait for 6 seconds before reconnecting the power cable or DC power cord for normal operation.To protect your display from possible damage, do not put excessive pressure on the display. 7. Don’t block the ventilation holes on the power box. It is prohibited to turn the ventilation hole of Power Box upside down. It is prohibited to place tilt. 8. Ensure the use of an approved power cord provided by BenQ at all times.
U-Mount Tools needed Power drill Drill head Phillips screwdriver Pencil Hammer Pre-action: secure bracket to a wall 1. Please identify the type of the target wall: Concrete or wood. 2. Please drill holes of diameter 10mm and depth 55mm in concrete walls with power drill at locations you have marked earlier. Please select screws according to the type of the wall. The expansion screws (B) that come with your product are designed for cement walls only.
Installation steps Step 1: Threading the cables through Pipe TOP and Frame 1. Shielding two power cables and also 2 HDMI cables 2. Threading the HDMI & Power cables through 2 Pipe TOPs (mark blue) 3. Threading the cables through the frame (mark orange) Step 2: Set-up the display for installation 1. Putting the display front side up 2. Removing I/O covers at the sides 3.
Step 3: Connecting the Power cables & HDMI cable with double sided panel 1. Connecting the Power cables 2. Connecting the HDMI cables 3. Screwing the downside cover back Step 4: Fixing the double sided display with Frame 1. Putting the double sided display into the Frame 2.
Step 5: Installing both Bracket L and Bracket corner on the frame at four corners 1. Installing Bracket L 2. Installing Bracket corner 3. Repeating the same actions at four corners Step 6: Assemble Pipe TOP and Pipe BOT 1. Assemble Pipe TOP and Pipe BOT 2.
H-mount For tools needed, pre-action, and installation steps 1-5 of H-mount, please refer to U-Mount on page 54. For steps 6-7 of H-mount, please read the following. Step 6: Assemble Pipe TOP and Pipe BOT 1. Assemble Pipe TOP and Pipe BOT 2.
Digital Signage Bar-Type Series The bar type display panel is a long structured design panel. Designed with a slim form factor, the display panel can be used in small or large spaces to display everyday information. Installation notice • When the display is connected to the PCs or laptop, it is at its native resolution.
BH series HDMI connetion (EXCEPT BH280/BH281/BH380) HDMI in connection Connect the BH series with PCs or laptop, go to Windows Setting > Display and choose the BH series as an extension display. In the following methods, we use BH3801 (1920 x 600) as an example. BH2401/BH3501 are only applicable with method 2. Method 1: Content is customized to the corresponding resolution 1920 x 600. 1. In Windows Setting > Display > Advanced display setting, select the BH3801 and choose 1920 x 600 as resolution setting.
2. Change the screen refresh rate to 60Hz in Monitor section. The content should be allocated at the right ratio. Method 2: Content is in the upper section of 1920 x 1080 1. In Windows Setting > Display > Advanced display setting, select the BH3801 and choose 1920 x 1080 as resolution setting. 2. On BH3801, choose 1:1 in Display > Zoom mode to correctly display the content. 3. To proceed further Windows control, choose Full in Display > Zoom mode to gain full screen access on BH3801.
Troubleshooting Connections The input and output ports illustrated here are for your reference only. The availability and layout of all ports may vary by model. How to connect a DVD player to the display? You can use either Component or S-Video for connection.
How to connect a computer to the display? You can connect a computer to the display through D-Sub (VGA)/DVI/HDMI/VGA as desired.
How to connect to external speakers? While the display is turned off, connect external speakers to the SPEAKERS (R/L) jacks on the display via an appropriate audio cable. And then turn on the display.
Picture/video No picture is displayed. Possible causes The power cord is not connected. The main power switch on the back of the displayed is not switched on. The selected input is not connected. The display is in Standby mode when the input source is D-Sub (VGA). Incorrect cable connection. The main board could be damaged. Possible solutions Re-connect the power cord. Make sure the power switch is switched on.
The picture is distorted with strange patterns. Possible causes The video cable is not connected properly. The image format is not supported by your display. Possible solutions Make sure the video cable is connected firmly to the display. Check the specifications to verify the display’s supported formats. The picture does not fill up the full screen when the input source is D-Sub (VGA). Possible causes The picture is not properly zoomed.
The picture unstable, unfocused, or swimming. • Make sure the video cable is connected firmly to the display. • Go to Screen > Adjust Screen to focus and adjust the display. Try with Auto Adjustment first to adjust the settings automatically. If it does not help, you can make adjustment manually. Once the display mode is changed, you may need to adjust the screen again. • Check if a supported timing is set. On your display, press INFO on the remote control to find out the current resolution and timing.
The display flickers when I launch or close a program. • The signal may not be stable. Check the cable connection or try with another video cable. • The panel backlight may be unstable. Contact the BenQ authorized service partner for replacement. Audio The image is displayed but no sound is heard. Possible causes Possible solutions Update the driver through Windows Update (for Windows Operating Systems) or the graphic card’s manufacturer. Power off the display and re-connect the audio cable.
Touch function (selected models only) The touch function does not work. Possible causes The touch function is not supported by your OS. The touch driver is not installed. No stable or enough power supplied for your computer. Possible solutions Check the user manual for the supported operating systems. Visit the BenQ local website for the appropriate driver files. The touch module needs to get enough power supply from your computer to work well. • Try with another computer.
Touch vendor Stylus dimensions NextWindow < 47" diameter: Ø6, Accuracy ± 3mm ≤ 55" Applicable models T420/T650/TL550/TL650/ RP650/RP650+ 65": Ø9 5mm > 55" Nexio 42"/45"/55": Ø8 ± 2.5mm IRTouch 65" diameter: Ø8 ± 1.5mm in center, IL650/RM650 IL420/IL460 ± 2.5mm near border CVTTouch 6mm for single touch 8mm for multi touch IST U 3mm for single touch 6mm for multi touch IST X 2mm for single touch 5mm for multi touch CVTE P-Cap 6mm for passive 2mm for active +/-2.
OSD menu/control panel/power button The OSD menu does not work. Possible causes Possible solutions The control panel (keypad) could Contact the BenQ authorized service partner for be damaged. replacement. The keypad or IR (remote control) does not work. The keypad or IR could be locked. Please check the following to unlock it. Model/Function RP654K, RP704K, RP750K, RP860K RP552, RP552H, RP653, RP703, RP840G IR (remote control) lock/unlock 1. Press green OSD setting button on the remote control. 2.
ST4301K, ST5501K, OSD setting ST6501K OSD setting RP6501K, OSD setting RP7501K, RP8601K OSD setting RM5502K, RM6502K, RM7502K, RM8602K, CP6501K, CP8601K OSD setting SL4302K, SL5502K, OSD setting SL6502K, SL7502K, SL8602K, SL9802K Unlock only: 1. MENU [V+] [V+] [V-] (before FW v1.0.0.8) OSD setting Key lock and IR lock functions cannot be enabled at the same time. Lock/unlock touch OSD setting 2. Press on the remote control for five seconds (after FW v1.0.0.8).
Some of the OSD menu options are grayed out. When are those items available for setup? Available menu options may vary depending on the input sources, functions and settings. The power button does not respond. Possible causes Power cord is not connected properly. The control panel could be damaged. Possible solutions Re-connect the power cord. Contact the BenQ authorized service partner for replacement. LED indicators The LED indicator of control panel (keypad) or IR receiver flashes red quickly.
System: PL460/PH460/PL550/PH550 How to restore the factory default settings? Go to Setting > All Reset. All except the settings under the Picture and Sound menus will be restored back to the factory default settings. To reset all settings in Picture, go to Picture > Reset. To reset all settings in Sound, go to Sound > Reset. How to set time and date? Go to Setting > Schedule. Press the control panel buttons to adjust the system clock. Refer to the user manual for more information.
Troubleshooting: PL490/PL552/PL553/PH5501/PH5502 Symptom Possible Cause Remedy No picture is displayed. 1. The power cord is discon1. Plug in the power cord. nected. 2. Make sure the power 2. The main power switch on the switch is switched on. back of the display is not 3. Connect a signal switched on. connection to the display. 3. The selected input has no connection. 4. The display is in standby mode. Interference displayed on the display or audible noise is heard.
Symptom Possible Cause Remedy Some picture elements Some pixels of the display may not This display is manufactured turn on. using an extremely high level of do not light up. precision technology: however, sometimes some pixels of the display may not display. This is not a malfunction. After-Images can still A still picture is displayed for an be seen on the display over extended period of time. after the display is powered off.
Wall mounting/video wall Is wall mounting kit available? The wall mounting kit should be purchased separately, though the screws needed for wall mounting are included in the product. The mounting interface should comply with the UL1678 standard in North America. The mounting means should be strong enough to bear the weight of the display. What to do if colors among all displays do not match? Re-connect a cable from one computer to another to check if it is the video output that went wrong.
Preventing afterimage burn-in If you leave the screen fixed on a stationary image for an extended period of time, afterimage burn-in or defective pixels may occur. Power-saving mode or a dynamic screen saver should be activated in case you will not be using the product for an extended period of time. When the LCD panel is not operating normally, afterimage burn-in may occur. Normal operation means a consecutively changing video pattern.
Appendix 1: Installation Checklists Check the following one by one for a new installation. Contact the BenQ local customer service center with the checking results if any severe damages is found before a new installation. Before installation No. Check items Checking results Yes 1. The Installation Handbook has been read through carefully. 2. • For certain models, there may be void labels or additional packing tapes on the carton. Check whether the labels or tapes are broken.
After installation No. Check items Checking results Yes 1. Check if there is any damage to the panel (scratches or cracks) or to the bezel (scratched or faded paint). 2. Check if all cables have been connected properly. 3. (For video wall) Check if all displays have been installed on a (horizontal/vertical) level surface. 4. (For video wall) Check if there is enough space (0.5 mm as recommended) between two displays. 5. Connect your video source (e.g.
Warranty information BenQ warranty does not cover the damages caused by improper installation, operation, or storage of the product, including but not limited to the following: 1. Damages to the packaging or product after re-packing. This includes but not limited to the color change of shock indicator (if available), serious scratches on the package, and/or broken cushions or PE bags. Please make sure to check the product and all the supplied items once the original package is unsealed. 2.
Appendix 2: Basic Troubleshooting Checklists for IFP & IL series Dear Customer, In order to avoid unnecessary delays and a volley of questions back and forth may we ask, kindly fill in the form below. The more comprehensive information we have the faster our response will be. Part I: customer feedback form (customer information and description of problem) Onsite contact person: Phone number: E-mail address: Address of unit: Model name: Quantity on site: ______ unit(s).
Question Yes No Not certain Desktop Laptop Other Are there any extensions being used with the USB cable (Figure 3)? Are there any USB-powered hubs (Figure 7) being used? Are there any USB-CAT5 converters (Figure 8) being used? Do you know what version of Smart Notebook Software (if provided) is installed in your computer? Please specify your computer operating system and version. What is the main device (video source) connected to the display? Please specify the brand and the model name.
Part II: problem resolving attempt & troubleshooting The following checklist helps you identify the problem and resolve it quickly. In case a specific problem occurs, refer to its related section and follow the check items to resolve the problem. Contact the service provider if the problem cannot be resolved as instructed in this checklist.
Does the Check if problem still exist? completed Check item Yes No Please try with another USB port on the video source (e.g. computer). Please try to connect the display to another video source (e.g. computer). Please try to connect the display to the video source (e.g. computer) directly without any extension/trunking/faceplate. Try to un-install the Smart Notebook software (if provided), and install an earlier version. Contact the service provider for an earlier version if needed.
Ghost touch Check item Does the problem still Check if exist? completed Yes No Moisten a clean, soft, lint-free cloth with a neutral detergent and then clean the frame and the touchscreen carefully. Please try to draw the lines in Windows Paint (for Windows operating systems). Make sure that only the tip of the touch pen touches the screen. Keep your hand away from the touchscreen, as the detectors may detect your hand even it does not touch the screen surface.
Does the Check if problem still exist? completed Check item Yes No Check the timing using is supported by the device. Condensation Condensation on the inner side of the glass is a natural phenomenon when the temperature and humidity of the air change quickly. Condensation may occur if the display is powered on after not being used for a long time, or if the heating system of the room is switched on. And it may last for hours.
Check item Does the Check if problem still exist? completed Yes No Try with shorter cables (shorter than 3M for display cable/1.8M for touch USB cable). If the problem is solved, please try to add the repeater. Noise/interference Check item Does the Check if problem still exist? completed Yes No Unplug the USB cable. If unplugging the USB cable can solve the problem, please use the digital signal (ex. HDMI or DVI) with the touch USB cable. Try to use another AC socket.
OTA Does the problem still Check if exist? completed Check item Yes No Make sure the internet connection is extranet. Try another internet connection (ex. Use hotspot from mobile). Pictures for reference The following pictures are for your reference only. The cables or connectors may be different depending on the products available in your country/region.
Appendix 3: Basic Troubleshooting Checklists for Video Wall Dear Customer, In order to avoid unnecessary delays and a volley of questions back and forth may we ask, kindly fill in the form below. The more comprehensive information we have the faster our response will be.
Daisy Chain: HDMI D-Sub DVI IR RS232 Display No daisy Port chain Yes No Not certain What is the main device (video source) connected to the display? Please specify the brand and the model name. Desktop Laptop Other What is the signal cable (HDMI, DVI, VGA, etc.) length, including trunking in wall? _______ meters.
Part II: problem resolving attempt & troubleshooting The following checklist helps you identify the problem and resolve it quickly. In case a specific problem occurs, refer to its related section and follow the check items to resolve the problem. Contact the service provider if the problem cannot be resolved as instructed in this checklist. Possible problems are: • Power • Pictures • Video Wall • Color Management • Compatibility Power Try the following if the display cannot be powered up.
Does the Check if problem still exist? completed Check item Yes No Please check if the settings in the OSD are the same for all displays. Please confirm the total units are not exceeded the suggested daisy chain Q'ty: VGA: Suggested 4 units; Max. 9 units DVI/HDMI/Display Port: Suggested 12 units; Max. 16 units Try to connect to our display directly if splitter/matrix/video wall controller is used.
Check item Does the Check if problem still exist? completed Yes No Please use the suggested resolution (1920x1080). Please try with another input source (laptops, desktops…etc). Pictures Check item Does the problem still Check if exist? completed Yes No Use the Windows desktop with full screen picture (could not be black screen), and select the auto-adjustment again. Check if the picture could show correctly after auto adjustment.
Does the Check if problem still exist? completed Check item Yes No Make sure that you had warmed up the unit over an hour before starting the color calibration.
Appendix 4: Basic Troubleshooting Checklists for X-Sign Dear Customer, In order to avoid unnecessary delays and a volley of questions back and forth may we ask, kindly fill in the form below. The more comprehensive information we have the faster our response will be. Part I: customer feedback form (customer information and description of problem) Onsite contact person: Phone number: E-mail address: Address of unit: Model name: Quantity on site: ______ unit(s). Quantity affected: ______ unit(s).
Question Yes No Not certain Desktop Laptop Other Are the affected units connected to a network? Are the cables passing though any wall or floor trunking? Please specify your computer operating system and version. What is the main device (video source) connected to the display? Please specify the brand and the model name. (Skip this question if no laptop is being used.
Part II: problem resolving attempt & troubleshooting The following checklist helps you identify the problem and resolve it quickly. In case a specific problem occurs, refer to its related section and follow the check items to resolve the problem. Contact the service provider if the problem cannot be resolved as instructed in this checklist.
Touchscreen (if device support) Does the problem still Check if exist? completed Check item Yes No [Cannot touch icon] Check if the interactive content tier is up to 2+ layer. If problems cannot be solved after performing the above actions, please re-flash the system firmware. Network Connection Does the problem still Check if exist? completed Check item Yes No Please check WAN connection if X-Sign player shows “Internet connection available”. • Port No. should be 443.
Check item Does the Check if problem still exist? completed Yes No [Content display abnormal] Please try to use another video/picture format and upload it again. [Cannot play after inserting a USB flash drive in standalone mode] Please check if X-Sign mode on player is changed to “Standalone Mode”. [Cannot play after inserting a USB flash drive in standalone mode] Please check the file name and file path.
Content design Does the problem still Check if exist? completed Check item Yes No [Local delivery-device cannot be scanned] Please check if the port & DNS is blocked by ITS. [Cannot upload files to Manager] Please check if you have logged in to Manager by registering an account in Designer. [Cannot add video content] Please check if the video file size is less than 1.5 GB. [Cannot add image content] Please check if the video file size is less than 100 MB.
Additional for X-Sign Broadcast Check item Does the problem still Check if exist? completed Yes [Unable to broadcast] Make sure the time zone of the unit and Manager are the same (enable auto time sync). [Unable to broadcast] Make sure the external network can be connected.
