Signera Knowledgebase

If an activation key doesn’t show up on a sign connected to the internet

Try these fixes in this order:

Re-start the Signera Service
1) Turn your media player off then back on
a) Shutdown computer for 10 seconds (DO NOT RESTART OR REBOOT, a shutdown is REQUIRED)
b) Turn back on
c) Verify internet is connected (with web browser)
d1) If it is, right click on 3 dots on top of 3 dots icon in Icon Tray, Quit. This icon looks like this:
d2) Then click “Start” then “Signera Desktop Engine” (or similar). This icon looks like this:
e) If its not, connect internet, make sure “Automatically connect” is checked, then shutdown again

Replace the upg.txt install file
2) Replace upg.txt file
a) Go to C:\Program Files (x86)\Signera
b) Open upg.txt
c) Verify its “empty”
d) Download www.signera.net/downloads/upg.txt
e) Replace empty file in directory with the downloaded one
f) Re-start Signera Desktop engine by going to “Start” then “Signera Desktop Engine" (or similar). This icon looks like this:

Re-install the system if multiple networks were connected
3) Verify the system can get the MAC address
a) Right-click on 3 red dots on top of 3 grey dots in the System Tray (next to the Time/Date). This icon looks like this:
b) Click on "Get MAC Address"
c 1) If nothing comes up, your system cannot get the MAC address and needs re-installed, continue to "d" below.
c 2) If the MAC address comes up, please contact Signera Support and to assist you further. Please provide them the MAC address that pops up.

d) Note: Re-install guide is available at following article: How do I factory reset and/or reinstall (re-install) my media player?

Most likely the reason the system couldn't get the MAC address is because the computer connected to multiple networks before it was activated. This can cause the system to be unable to determine the true MAC address until the system is completely recovered. After the sign is successfully activated you can switch the sign to as many different networks as you'd like. This is something that is only affected before the player is activated on Signera.