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Top 5 most common MagicINFO support questions and how to solve them

Top 5 most common MagicINFO support questions and how to solve them
4 min read

So you've decided to try digital signage for your business and chose MagicINFO as your signage solution. Getting started with digital signage can be really exciting as your team learns how to use MagicINFO and its capabilities. However, sometimes there are strange issues that can be tricky to solve. Perhaps your display is showing a black screen all of a sudden. Or you don't know how to connect your display. Other times you just need a push in the right direction. 

Here at MagicINFO services, we receive a lot of customer support tickets. Today we're going to go over the most common 5 issues customers have faced and how to solve them. 

Keep reading to find out more about:

If the problem you're facing isn't among those listed then check out this blog in which we teach you to know where to look for when solving 3 common issues with MagicINFO.


#5 How to connect your display

One of the most common issues customers have when getting started with MagicINFO is how to connect their display. The first step is to ensure that the display is properly powered on and connected to the same network as the computer or device that will be used to control the display. Once the display is connected to the network, customers can use the MagicINFO Server software to search for and connect to the display. 

For more detailed information, you can watch this step-by-step video below. Make sure to subscribe to our YouTube channel if you haven't already done so. We regularly upload content showing you how different features and add-ons available with the MagicINFO line-up work. 


#4 Where to find the wired MAC address

Another common issue customers have is where to find the wired MAC address for the display. It is good to know your wired MAC address because it is unique for each device. All you need to do is access the menu of your display, then go to the Support section>Contact Samsung. A pop-up will show, and if you go down, you'll see the wired MAC address and the wireless one. For a step-by-step guide, you can click on our knowledge base article and learn how to find your wired MAC address on your Samsung device


#3 How to install MagicINFO

Some customers may have difficulty installing the MagicINFO software. This can often be resolved by following the basic installation instructions provided in this knowledge base article and making sure that the computer or device meets the minimum system requirements. If you are installing MagicINFO to try it out, you should sign up for the free 30-day MagicINFO trial

When downloading MagicINFO, you first need to click on this link and fill in your information in our MagicINFO software download form. Afterward, you'll receive an email with a link to our webpage. Here, you can choose which MagicINFO version to download. If you're unsure which version to opt for, you can read this article and see if you can benefit from upgrading to MagicINFO V9

We offer detailed instructions in our YouTube videos where we explain how to install MagicINFO V9.


#2 The display is showing a black screen

Another problem that customers often have faced is that their display is showing a black screen. This can be caused by a variety of factors, including a malfunctioning display, incorrect settings, or a problem with the cable or connection. One thing you can try is checking the cables and connections, adjusting the settings, and restarting the display to check if the issue is related to hardware. 

If everything seems to be working properly, then it could be the case that your content doesn't have the right specifications. You can check if this is the problem by signing into MagicINFO and going to the Device section. Here you select the device that shows no content and check the tab 'Content download status'. If the content is causing the problem, we advise you to check if the content matches the specifications. We recommend the following:

Images: jpg, jpeg, png. DPI: 72.  Full RGB color. Max. size 1920X1080px. 

Videos: mp4. Max. 60FPS. Max size 1920X1080px. It's best to keep your files as small as possible.

You can find a list of all supported file types on our Knowledge Base.

If you found the problem and a solution Go to Home > Select player > Go to Network channel to reconnect the player back to the MagicINFO server.


#1 How to activate and/or upgrade your license 

Finally, some of our customers have trouble activating their licenses or upgrading them once they expire. When it comes to this, you have the option to activate your MagicINFO license offline or online. The first thing you need to do is make sure whoever is doing the installation has server administrator rights. Then, you can choose whether you wish to activate a free license or the licenses you have purchased. You can also activate and add licenses. 

If you're struggling with upgrading your licenses, we also have a video covering this topic. You will need to upgrade your licenses if you have decided to purchase additional MagicINFO licenses and expand your digital signage installation. 



In a nutshell, the 5 most common issues customers have when getting started with MagicINFO are how to connect a display, where to find the wired MAC address, how to install MagicINFO, what to do if the display is showing a black screen, and how to activate a license. By understanding these issues and following the troubleshooting steps provided, you can ensure a successful implementation of MagicINFO.


If you still have problems, you can contact our MagicINFO support representative for further assistance by scheduling a meeting.

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