Frequently Asked Questions

Get answers to frequently asked digital signage questions, and learn how our solutions work.

What is the cost of the digital signage software?

Mvix digital signage systems include a digital signage media player that is bundled with our enterprise software. There is a one-time fee for the media player but the software is free.

There are no user limits, storage limits, or device limitations.

We do not charge our clients any subscription fees, contracts or hidden costs for use of our signage software. Regardless of how you decide to operate your digital signage network, we provide the cloud-based content management services free of charge.

The signage software includes dozens of free widgets like dynamic weather, live traffic, metrics dashboard, RSS/MRSS, enterprise HTML, Youtube, Vimeo, etc. A few premium widgets e.g. emergency/CAP alerts may require a small monthly fee toward fulfilling the licensing obligation.

How do I manage the digital signage system?

Digital Signage is a simple 4 step process; involves a large flat panel display screen, a signage player, and cloud-based, remote management software. Display screens located in different locations (floors, buildings, campuses, towns, or even countries) can be managed and monitored remotely from a centralized location.

  1. The signage player is connected to the internet wirelessly or via an ethernet cable, and to the display screen using the HDMI (or DVI) cable. Each display screen requires its own digital signage player / device.
  2. The web-based CMS, which can be accessed from anywhere using a web browser, allowing users to upload and/or create content, playlists and templates. The content can be organized for playback as per a schedule.
  3. Once configured via the CMS, the player downloads and displays media files on the screen. The screen can be split into multiple regions (or zones) with different content, with widgets like weather, text ticker, live traffic, RSS etc.
  4. The CMS affords remote access to schedules, content or playlists. To update or to create a new playback schedule, simply log in to the software (from any location) and create/update/edit the content as needed.

 

How do I access the software?

Mvix digital signage systems are managed and controlled via a web-based (cloud) software. This content management software (CMS) can be accessed from any computer with a valid internet connection.

No software download is required. The CMS is accessible via a standard web browser (latest version of Chrome, Firefox, or Safari is recommended) with the exception of Internet Explorer. Credentials for access to this software are be provided upon order and included with the shipment of the digital signage system.

There are absolutely NO monthly subscription fees or hidden costs for use of this cloud-based CMS, with the exception of a few solutions. Regardless of how you decide to operate your digital signage system, we provide the online content management services free of charge.

For a free demo of the software, contact the solutions consultant.

What type of display screens are required?

Mvix digital signage systems are compatible with with any size and type of LCD/LED or IPS display screen.

In order to take advantage of high definition content, and reliability of playback commercial, or enterprise-grade displays are always recommended. These displays are specially designed for commercial applications that require long, continuous hours of operation and include unique features to minimize the total cost of ownership.

Commercial-grade displays have significantly higher brightness, contrast ratios, additional ventilation, cooling fans, and heat sensors that reduce the chassis temperature. Commercial-grade displays come with minimum 3-years of warranty and are rated for usage in commercial environments.

Contact your solution consultant to discuss display options and for a quote for a complete turnkey kit which includes commercial-grade displays, signage systems, software, mounting hardware and cables and accessories.

How many digital signage systems do I need?

If you need each screen to display different content, then each of the screens will need their own separate system.

If you want to mirror the content on two identical screens, a video splitter can be used for showing the same content on two different displays..

All systems can be managed from one central (remote) location via the web application. Each client can have unlimited users with varying levels of permissions.

Each account on the web application can manage multiple systems (each screen requires one signage system).

Besides the signage system, what else do I need?

To get started with digital signage, you will need a compatible display screen through which to show your content. Mvix signage systems support a variety of connection options such as VGA, Component (YPbPr), DVI, and HDMI.

When you purchase a signage system, you will receive the signage player, power supply, access to the software and all necessary cables. At the place of install, you will need internet access (wired network is always preferred due to stability and reliability of wired network) and power. Power is required for both – the display screen and the signage player.

We also provide turnkey packages which include a display screen, mounting kit, and all cables and accessories. Please contact your Solutions Consultant for further details.

How do I get technical support?

Technical support for all Mvix products is coordinated via our online support center. Standard support is provided free of charge and is included with all our signage systems.

When seeking technical support from Mvix, you can start via a search from the knowledge-base articles. Our knowledge-base articles are a great source of information. They are a comprehensive repository of the most frequent questions and solutions to those questions and other problems. It provides a searchable database of tutorials, troubleshooting tips and helpful guides.

If you do not find an answer to your question, we invite you to open a support ticket via our support center. We aim to answer all tickets within 24 hours, but usually answer them within 12 hours.

Alternatively, you can also call our Technical Support hotline at 866.310.4923 xtn 2

Troubleshooting and technical assistance for display screens are provided by Phillips directly. Phillips support center can be reached at 877-835-1838, Monday to Friday between 10am-9pm EST. Phillips customer support is also responsible for DOA, warranty repairs and replacements.

We also offer Express and Signature Support plans (paid) for mission critical projects and high-demand product applications.

How do I create content for digital signage?

Mvix digital signage systems are equipped with web-based content management software. The software is designed for remotely managing, scheduling and monitoring the signage network. Most of our clients design content for display on screens. Many users often use MS PowerPoint to create content, as it’s a familiar interface and offers a fairly wide range of tools. The PowerPoint projects can be exported either as JPEGs or movie files, and will be displayed normally as a slideshow or video. Others leverage their in-house graphics department or use one of our professionally-created templates: SignageCreator.com

SignageCreator is accessible via a standard web browser. SignageCreator provides access to hundreds of professionally designed templates, which can be fully customized via a web editor. The simple drag-and-drop interface allows complete control on the look and feel of the template. You are able to edit and publish templates with a few clicks and it also allows for scheduling and day-parting.

We also offer custom design services via our design studio which works closely with the clients to create a unique and truly custom content for their screens. Custom design projects usually last from two- to four- weeks.

How fast does content update on the signage screen?

All our signage systems are connected to the signage software over the internet. Content is updated and scheduled via the web-based software.

As soon as the content is changed and saved at the software, it is almost immediately pushed to the system. That’s the advantage of remote operation – you never have to copy files onto a drive or flash card whenever you want to update something.

Because all your content and playlists reside on the cloud, any change you make will begin downloading onto your system within a few minutes. Remember, digital signage solutions are primarily meant for scheduled playback. In most use cases, content is uploaded and scheduled for playback for a future date. In such instances, the content is downloaded on the signage system and prepared for playback. As soon as the schedule becomes active (at a particular time, on a particular day), then content will initiate playback.

What is Standard vs Express vs Signature Support?

Mvix Support Center provides timely and expert assistance to customers across the world via three support plans:

Standard Support (Free) — it is the default support plan included with the purchase of all Mvix products at no additional cost. Standard Support is available for a period of one year from the date of purchase. This option provides technical support via the web.

Express Support (Paid) — it complements and extends the existing standard technical support plan by providing a focused and more responsive assistance for high-demand projects. It includes free cross-shipping (advanced replacement) privileges, free training, and also 24/7 (level I) support.

Signature Support (Paid) – this program provides mission-critical support services for the complex and enterprise-scale digital signage projects. It expands on Premium Support by offering services such as lifetime warranty on signage systems, free signage system replacements every three years, and accelerated issue resolution protocol.

For details on these support plans and a customized quote, please call 866.310.4923 to talk to a solutions consultant.

What types of content can be displayed?

Digital signage systems can display a number of different media formats and codecs.

As long as they’re in the correct format, images, movies, and sound are all supported by our signage systems. Each signage system has its own set of compatible media list. General valid image files include JPEG/TIG/GIF/BMP and valid video/audio files include MPEG1/MPEG2/MPEG4/Divx/Xvid. Some of our signage systems are also capable of displaying PDF/RSS/MRSS/HTML5 along with an array of integrated widgets like Live Traffic, Youtube, Weather, Vimeo, Flickr, Google Docs etc.

Always be sure to discuss your requirements with the solutions consultant prior to selecting on the signage solution.

Do you provide training?

Yes! We highly recommend our web-based, personalized training session for all new users of digital signage. 98% of our clients sign up for training sessions and they find it extremely useful.

Users will be guided through detailed demonstrations of the entire software and its features.

These sessions are comprehensive yet customized for each individual. Each training covers content management software features, configuration, information on content design, and hardware system management. The training sessions can be booked in 1-hour time slots. Usually a 1 to 2-hr slot is optimal for an individual or a small group training session.

What is the purpose of Digital Signage?

Digital signage is an eye-catching and economically-superior way of getting dynamic messages out to customers in a way that demands action/attention. Examples of digital signs include digital menu boards in restaurants, information displays in corporate lobbies, and way-finding & announcement boards in schools. Affordable, content-rich and easy-to-use digital signage allows dynamic messaging updates while reducing print and administrative costs.

Digital signs can accomplish a variety of tasks depending on your needs. They can advertise, promote, and inform individuals with all kinds of information. And when the information changes, so do the signs. This unique adaptability allows digital signage to excel in many areas where traditional signs faltered. Gone are the days of printing and re-printing signs every time a product has been altered or a menu updated.

Where can I use Digital Signage?

Today, digital signage is being used in a variety of applications and settings. Examples are:

Public information — news, weather and local (location specific) information, such as fire exits and traveler information.

Internal information — corporate messages, health & safety messages, news, etc.

Advertising — either related to the location the signage is at or just using the audience reach of the screens for general advertising.

Brand building — in-store digital signage is used to promote the brand and build brand identity.

Influencing customer behavior – directing customers to different areas, increasing the dwell time on the store premises.

Enhancing customer experience – applications include the reduction of perceived wait time in restaurant waiting areas, bank queues, etc., as well as recipe demonstrations in food stores.

Enhancing the environment – with interactive screens (on the floor for example) or with dynamic wayfinding.

How do I get technical help for commercial displays?

A complete signage kit will include an LED flat panel display. All display panel troubleshooting, DOA, and warranty repairs and replacements are provided by Phillips directly. Philips support can be reached at 877.835.1838, Monday-Friday between 10AM-9PM EST.

How do I file a warranty claim?

To file for a warranty claim, you will need your order number, model number and date of purchase — these can be retrieved from your receipt/invoice or confirmation email. All our products and brands are covered under a standard 1-year manufacturer’s warranty on parts and labor. As part of our warranty policy, we will repair or exchange a damaged product purchased from us.

Any equipment supplied as replacement equipment will carry the remainder of the one (1) year warranty described above. All reecertified/refurbished replacements shipped back by Mvix uphold the quality specification and guarantee of our products.

To send your product for warranty service, kindly contact our support team to request an RMA (Return Material Authorization) number. We use the RMA number as a reference to track your order (who the item belongs to and what needs to be done). As the RMA number is issued, you will be also provided with instructions on where to ship the defective product and how to attach the RMA number to the package.

For details on warranty, service and/or return process, please contact the customer support center.

 

How can I return a product?

We want you to be fully satisfied with your purchase. We accept items for return/exchange within 30 days of receipt. The items will be refunded at the original purchase price, in the original method of payment. All products being returned must be in the original/new condition and include all original packaging and parts.

Installation, training, shipping, client-specific setup costs or any custom products or services are non-refundable.

If an item is returned as incomplete (there are missing parts) or damaged, you will receive a refund less a 20% restocking fee.

To return an item, simply contact our support team to request a return authorization (RMA). All product returns require a Return Merchandise Authorization (RMA) number.

What payment methods do you accept?

We accept all types of credit cards including Visa, MasterCard, Discover, and American Express. We also accept direct payments via PayPal.

For orders larger than $3000, payments can only be made via company checks or bank transfer. To pay via a company check, ask us for a free, expedited UPS/Fedex label. To pay via bank transfer, discuss options with the solutions consultant.

Net terms are offered to government institutions and K-12 schools and universities only. All purchase orders must be signed by an authorized representative. Invoices valued for less then $1000 are ineligible for PO transactions.

How can I change my order?

If you would like to make changes to your order, please contact our Customer Service department immediately at 866.310.4923 or open a support ticket at the customer support center.

Please be sure to have your order number, name, and phone number. You can find your order number in the confirmation email that you received after placing the order. If the order has already been shipped, then you will need to follow the return material authorization (RMA) guidelines.

What is the shipping process and delivery lead time?

The goal is to ship all systems orders within 48-72 business hours, and all turnkey kit orders within 7-10 business days. If your order has been put on hold, please contact the customer support center to resolve the issue. Orders for delivery within US are shipped via FEDEX, UPS, and the US Postal Service. Orders to Canada will ship via UPS or the US Postal Service and all international orders are shipped via UPS, FEDEX, DHL or the US Postal Service.

The lead time is usually outlined on the Mvix quote and/or sales order. All required documents must be received prior to initiating an order with Mvix. Any delays in receipt of customer consigned equipment or payments will cause equal or greater delays in Mvix delivery.

Lead times are not guaranteed or firm and are provided as estimates. Delays may occur due to weather, material and labor shortages, order changes, concealed conditions, delays by shippers and suppliers, and casualty losses. Unfortunately, Mvix cannot be held liable for any claim or expense due to delay.

Can I stop by your office to pick up my purchase?

At this time, we do not allow local pickups. Our warehouse does not support in person order processing.

All of our solutions may be purchased via our online store or over the phone via a solutions consultant. All orders are shipped within 48-72 hours via UPS/FEDEX or USPS with the exception of custom configured systems.

Do you ship internationally?

Yes! All products are shipped internationally. As of now, Mvix systems are installed in over 29 destinations. Available product lines, shipping rates, and others fees vary depending on the delivery address.

To see the shipping rate information specific to your order’s destination, contact the solutions consultant for a customized shipping quote.

How does the custom design process work?

All custom design work is handled by our Design Studio, and is coordinated by a Project Manager. Our Design Studio has multiple years of experience creating customized designs that usually exceed client expectations. Depending upon the nature of design requirements, most projects can take about two to four weeks from start the finish.

Project structure:

      Project Initiated
      Project Management communication initiated
      Project Manager conducts initial requirements discussion with Client
      Client provides all required documentation, including:
      Fully completed Work Order, including electronic signature, uploaded to project management portal
      All logos, images, and text items to be included in the design(s), uploaded to project management portal
      All additional design element requests, such as brand style guides and font preferences, uploaded to project management portal
  1.  Design Concept Draft is created
  •  Revision(s) implemented
  •  Template Draft(s) created
  •  Revision(s) implemented
  1.  Deliverables received

Project deliverables:

  • A finalized, private version of the designed template(s) uploaded directly to your personal SignageCreator account
  • Credits / Licenses assigned to your personal SignageCreator account
  • Editable template files (PSD) for all designed templates, for use in Adobe® Photoshop

Each Custom Design Project allows for a maximum of three (3) revisions throughout the course of the project. Any additional revisions are invoiced for a minimum of three (3) additional design hours per revision.

All communication, requests, and revisions, are coordinated by a dedicated Project Manager via our online project management portal.

At Mvix, we work hard to ensure that our clients’ deliverables exceed their expectations and are received in a timely fashion. Contact one of our Solutions Consultants today for more information.

My order was damaged! What do I do?

We take every reasonable precaution to ensure that our products are not damaged in transit. However damage can occur during freight. Upon acceptance of a shipment, it is your responsibility to open the package(s) immediately and report any damage AND, where applicable, file a claim with the shipping company. Do NOT throw the packaging unless you have ensured that the product is working as per your satisfaction. It is very important to report the damage quickly and accurately.

Obvious Freight Damage: If a shipment is received with obvious freight damage (e.g. the carton is torn or has big holes), REFUSE the package(s) and contact us immediately to allow us to supply you with a replacement. Please open a support ticket at the customer support center and provide us with details of the shipment i.e. a detailed description of the damage, what products were damaged and photos of the damage if available. We will file a claim with the shipping company on your behalf. If you accept a package with obvious damage, Mvix will supply you with a replacement at your cost, and it’ll be your responsibility to file a claim with the shipping company.

Concealed Freight Damage: If a shipment is received with concealed freight damage, notify us AND the freight company immediately. It is your responsibility to file a claim with the freight company. Again, please provide as many details of the shipment as possible i.e. a detailed description of the damage, what products were damaged and photos of the damage. Keep the product in the original box. If the concealed damage is not reported to the carrier and Mvix immediately within 7 days of receipt of the shipment, unfortunately, there is no recourse.

To contact the customer support center, please visit: www.mvixusa.com/support

What is meant by our 100% Satisfaction Guarantee?

Mvix is committed to providing superior products and service to its customers. If you are not completely satisfied, contact us and we will make it right for you. Guaranteed!

Purchase Satisfaction: If, for any reason, your order does not arrive in perfect condition or you are not completely satisfied with any of our products – simply return it within 30-days of the invoice date for a refund. All unopened returns receive a complete 100% refund. (sorry, shipping costs are non-refundable). All returned or exchanged items must be in their original box and include packing material, manuals and all accessories.

Product Compatibility Satisfaction: Mvix guarantees usage and compatibility satisfaction with its product. As per our 100% satisfaction guarantee, if we are unable to “prove” a satisfactory performance of the product with a test file and your wish to return the product, we refund 100% of the purchase price as long as it is within our 30-day refund period!

Mvix Products are known worldwide for their extensive compatibility and flexibility. Given this characteristic, we always run the risk of forming unrealistic expectations. We put considerable effort in providing the correct information, so as to form accurate impression about our products and their features.

We work hard to make your purchase experience and product usage enjoyable. We ensure your complete satisfaction along with a full 1-yr manufacturer’s warranty.

Do you provide financing or leasing services?

Yes, we do provide flexible lease-to-own financing options via third party industry-leading capital firms.

The financing period ranges from 24 to 60 months and the minimum lease amount is $2000. Checkout our financial services for application and loan calculator

Please feel free to contact one of our Solutions Consultants to discuss options and requirements.

We create memorable digital experiences. Want a demo?

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