Signera Knowledgebase

Help! We need you to send a technician on-site to troubleshoot our specific problem!

Signera is a Software-as-a-Service company that services many clients across the world.

Because of this, all of our support is either via phone or e-mail.

We do not have any technicians that go on-site to customer sites, even if those customer sites happen to be local to one of our offices.


But Why Not?

Signera simply provides the software that runs on your small computer (called a "media player"). The best comparison would be if you are using an Apple device running macOS or you're running Microsoft Windows on your desktop or laptop. Apple or Microsoft would not be in the best position to provide on-site technical support to troubleshoot your specific network conditions. As such, Signera is in the same boat.

Signera would either need to spend a considerable amount of time learning your specific network configuration and setup (this could take weeks given some complex business network configurations) or we'd need to make assumptions, and given the infinite possibilities in custom network configurations we'd most likely get (at least some of it) wrong.

So we would not be in a good position to provide on-site IT support for your specific network setup even if Signera were to offer on-site support.

Nor are our Customer/Technical Support personnel trained on corporate network infrastructure. They are trained to be experts specifically on the Signera software, and are accustomed to providing that professional level of expert knowledge over-the-phone or via e-mail to your chosen on-site IT personnel or end-users as needed.

We'd recommend using an on-site IT company that has technicians that hold industry certifications (like A+, Network+, Security+, MCSE, etc.). We'd also recommend using an IT company with proper insurance and bonding and other required/expected industry standards related specifically to on-site IT support.

Because Signera does not offer on-site services, we do not expect our employees to hold these certifications, nor do we have the specific industry standards covering on-site work.


Okay I get it, but we don't have on-site IT support, and i'm not technical and/or don't have time, so what can we do instead?

Sometimes Signera contracts with outside companies to provide general IT technical support, or to do an installation.

You can contract with one of these companies if you wish.

Some companies we've had success with in the past include:
Field Nation - https://www.fieldnation.com/
AVI-SPL - https://avispl.com/en/services/onsite-managed-services/


But hiring on-site contractor is cost prohibitive for us, so what can we do?

If hiring a contractor is cost-prohibitive, you may wish to spend some time on Google or YouTube looking up videos specific to Wireless and Local Network configurations (Assuming your network doesn't have specific weird custom configurations, which are outlined above). Most of the time the issue is a network cable is unplugged, a wireless SSID changed, a wireless password changed, an HDMI input changed, or HDMI cable got unplugged.

Otherwise you can send your media player to Signera (at your cost) for us to diagnose. Please note this won't help troubleshoot any local internet issues, cabling issues, issues with your TV, etc. This would only allow us to troubleshoot any issues specific with the media player hardware. The number one issue customer's have is generally related to an internet connection (a weak WiFi signal, Ethernet cable unplugged, Wireless Password change, Wireless SSID change, etc.) The number two issue customer's have is generally related to their TV (either the wrong port/input is selected, an HDMI cable got kinked and is no longer working, a TV is dead, etc). Neither of these most common issues can be diagnosed by sending your media player to Signera.

Please contact Signera Support at 301-714-0110 x1 or support@signera.net to arrange before sending your media player to us.