What should I check when an HLD will not play my prepared media?
First, confirm that the file was exported for the same HLD model and playback system you are using. The export targets in HLD Author are not interchangeable.
Check the export target
- musubi: portrait H.264
- HLD 16-inch Demo Media Player: rotated 1080p HEVC
- HLD 27-inch or 86-inch Demo Media Player: rotated 4K HEVC
- BrightSign or General: standard portrait 4K H.264
A rotated Demo Media Player export may look sideways or fail in a standard portrait-video workflow. Re-export it using BrightSign or General instead.
Check the playback path
- For musubi, import the prepared file into the musubi app and transfer it to the display over USB-C.
- For an HLD Demo Media Player, use the export for the exact HLD model and follow the Demo Media Player loading instructions.
- For a computer or signage player, confirm that the player supports the exported resolution and codec.
Check the display input
For the HLD 16-inch, 27-inch, or 86-inch, make sure the display is set to the HDMI or DisplayPort input connected to the playback device. The HLD 86-inch can also accept USB-C DisplayPort Alternate Mode.
HLD Demo Media Player documentation
If the issue continues, contact support@lookingglassfactory.com and include the HLD model, playback device, export target, and a description of what appears on screen.