If your LED screen develops a fault, always start by checking the power connection and restarting the media player. This fixes most faults straight away. Still not working? Contact HOOQD. Our technical support team is available 24/7 and can resolve most faults remotely. If we can’t fix it that way, we’ll be at your door within 24 hours.
The most common faults and what you can do
The screen isn’t working
First, check whether the screen is receiving power. Check the plug, power cable and any fuses in the fuse box. Then restart the media player by disconnecting it from the power and plugging it back in after 30 seconds. Most black screens are caused by a power issue or a media player that has frozen.
- Check the plug and power cable
- Check the fuse in the fuse box
- Restart the media player (switch it off for 30 seconds, then switch it back on)
- Check that the screen is set to the correct schedule (it may have been scheduled to switch off by mistake)
The screen isn’t showing content or is displaying the wrong image
This is almost always a content issue, not a hardware problem. Check in the app or management system whether content is scheduled for the current time slot. Also check that the content has been uploaded in the correct file format and has the right resolution.
- Check the content schedule in the management system
- Check that the correct playback schedule is active
- Upload the content again if you think the file is corrupted
Part of the screen isn’t working
If part of the screen remains black or displays incorrect colours, the cause is probably a faulty LED module or a connection issue between modules. Our technicians will need to look into this. Get in contact through HOOQD’s fault reporting service.
Take a photo or video of the fault. This helps our technicians work out what’s going on more quickly, even remotely.
The screen is too bright or too dark
Most HOOQD screens have an automatic brightness sensor. Check that the sensor is clear and not covered. If the sensor is unobstructed, adjust the brightness manually in the management system.
When should I contact HOOQD?
Always get in touch if:
- The fault isn’t fixed after you’ve tried the basic checks above
- Part of the screen is black or displays incorrect colours
- The screen is physically damaged (by a storm, vandalism or an accident)
- The screen gets unexpectedly hot
- You hear unusual noises coming from it
Our technical support team is available 24/7. If your screen is covered by a maintenance contract or the 3-year all-in warranty, we’ll always cover the repair costs.
How does a repair with HOOQD work?
We have our own repair centre, with certified tools and ESD-safe workstations. We replace faulty components with batch-matched parts, so the colour and brightness stay consistent with the rest of the screen.
- Step 1: Report the fault by phone, email or through the customer portal
- Step 2: Our technicians diagnose the issue remotely, often resolving it without a visit
- Step 3: If we can’t resolve it remotely, we’ll arrange a site visit
- Step 4: We repair the screen on site or take it back to our repair centre
- Step 5: We reinstall the screen and test it on site
Do you have a screen from another supplier? HOOQD also repairs screens we didn’t supply.
Prevention: how to minimise faults
The best fault is one that never happens. Here’s what you can do:
- Clean the screen regularly. Dust and dirt reduce cooling efficiency and can damage the electronics over time.
- Check from time to time that all cables are properly connected.
- Don’t set the screen to maximum brightness unless necessary. This extends its lifespan.
- Take out a maintenance contract. HOOQD will then check the screen regularly and step in to prevent faults.
