Freshwater uses several types of devices for different projects. The following troubleshooting steps are for Media Players. These devices are frequently used in corporate communications, video walls, and touch screens.


Screen Showing No Signal or Black Screen

Locate the media player and check the connections—there should be a power, HDMI, and ethernet cable plugged in. 
  • Follow the HDMI cable to the screen and confirm which input it's plugged into. Confirm the TV is on the matching input.
  • Power cycle the media player using one or more of the following methods:
    • Unplug the power cable for about 10 seconds before plugging it back in. Note that some media players have power cables that screw in and those will need to be loosened before you can unplug the power cable.
    • Tap the power button to turn the media player on, or hold the power button to turn it off, then tap to turn back on.
  • When the media player reboots, you should see the ComQi loading screen. If you still see no signal or a black screen, try unplugging the power cable from the media player and holding down the power button for 30 seconds. This clears the cache on the player. 
  • Attempt using a different HDMI cable from the media player to the screen and/or using a different input port on the screen.
  • Reach out to Freshwater customer support if you are still having issues.

Media Player Will Not Power On

Look for light on power supply to indicate it's receiving power
  • Trace power cable to outlet or surge protector.
  • When surge protector is present, try resetting or plugging directly into an outlet.
  • Confirm your outlet is working by plugging another device into it.
  • Unplug power cable and hold down power button on media player for about 30 seconds.
  • If you have another media player with the same power cable, try using a working power cable.
  • Reach out to our customer support if you are still having issues.
You can reach our support team at 616.419.2230 or support@fwdigital.net