Common Issues & Solutions
Frequently asked questions and troubleshooting
1. Where do I find my Wi-Fi password?
Check the label on your sign, the documentation included with your order, or your packing slip. Passwords are unique to each unit and are not published online. Contact info@proledsigntech.com with your order ID if you need help.
2. How to rename the Wi-Fi signal name?
- Connect the LED sign with your phone (LedArt app)
- Open the app → Devices → Wi-Fi
- Enter the settings password from your sign label or documentation
- Wi-Fi name must follow the format required by your sign series (letters + numbers in the new password)
3. How to change the Wi-Fi password?
Same steps as renaming the signal (see above). Use the LedArt app under Devices → Wi-Fi.
4. How to reset Wi-Fi settings?
If you forgot your Wi-Fi password:
- Open the back cover of the sign (3½ inch or 2 inch housing).
- Locate the control board (plugged with white ribbon cables).
- Unplug the sign from power.
- Hold the reset button (white rectangular) and plug the sign back in. Release after 5 seconds.
- The sign will broadcast a factory reset network (often shown as “HD”). Connect and set a new name and password in the LedArt app.
5. There is no Wi-Fi signal
Each sign has a unique Wi-Fi signal. Common prefixes include:
W60, W62, W60-75, D10/D15, D30/D35, C10/C15
Use the password on your sign label or order documentation.
If no signal appears:
- Unplug the sign, wait 5 minutes, plug back in.
- Try with at least two smartphones.
- Sign may be in Station Mode or require service — contact support with your order ID.
How can I get the original files in the USB? (lost the USB or files deleted)
Please email the following to info@proledsigntech.com:
- Order ID
- Where you purchased (Store, Amazon, Ebay, etc.)
- A close photo of the front of the sign (showing clear LED bulbs)
We will send you the file package to recover the programs.
How to set up a new computer?
Please follow the digital instruction (video or PDF) in the original USB. If you lost the instructions, request them using the method above.
Reason: Didn't use the correct template file.
Solution:
- Open the software (HD2016 / HD2018 / HDPlayer) on your Windows computer.
- Click "File" → "Open".
- Choose the template screen file located in the original USB.
- Delete the previous wrong screen.
- Edit the messages.
- Send the programs to the sign by wireless or USB.
If the screen file was overwritten, email us with your order ID to receive the template file again.
Possible Reasons:
-
There is no programs in the sign
Solution: Send the programs again to the sign (using phone or computer). -
There is a timer switch enabled
Solution: Turn the auto on/off OFF. -
The clock in the sign is different from your time
Solution: Reset the clock in the sign (Devices → Time → OK). -
One of the power supplies is burnt out
Solution: Open the back cover, check the indicator light on the power supplies. If defective, contact us with order ID and photo of the power supply.
Reset the clock in the sign:
- Connect to the sign with Wi-Fi
- Open LedArt APP
- Click "Devices" → "Time" → "OK"
Check the timer switch:
- Connect to the sign with Wi-Fi
- Open LedArt APP
- Click "Devices" → "Time Switch" → "Enable"
- Set the on and off time
- Click OK