Get answers to common questions about installing firmCHANNEL products.
1Do all installs require a site survey?
No. For any basic display installation, we can work with your on-site team to review the requirements to ensure quick and professional implementation. Site surveys do assist with identifying physical requirements such as proper mounting surfaces and power availability are met. Additionally, site surveys can provide feedback for other considerations such as placement location options and angles for optimum impact and visibility.
2Where is the best place to install digital signage within my facility?
In addition to site survey information about the physical location, our team will work with your organization to understand your audience, foot traffic patterns, and communication goal(s) to determine the ideal digital signage location.
3What is your on-site installation geographical location coverage?
firmCHANNEL is a global company and can support installations around the world via an extensive partner channel.
4How long will it take to install?
Installation time depends on the size and complexity of the project, but a typical installation usually requires 2-4 hours.
1Can I use my own or an existing media player with your software?
We support almost any modern Windows 10 based media player and we will work with many Android 7 or higher based media players. We can assist with testing your current media player hardware prior to deploying. We recommend our commercial-grade media players which are purpose-built with hardened operating systems that are specifically designed for 24/7 operation and the rigors of daily usage.
1Do you have content creation packages available?
As a full turnkey digital signage solutions provider, firmCHANNEL can provide content creation services to help your organization maximize the creative power of your digital signs. Our team of inhouse designers have experience designing specifically for digital signs and will work with your marketing team to understand and realize your brand and organizational communication goals.
1What if I want to stream content that is not currently supported?
We can accommodate almost any streaming content. If there is something that is unsupported, we have an open API that will typically allow for integration with any external feed.
Training and Support
1Does your solution include support?
firmCHANNEL offers an all-in-one license fee which includes software setup, training, and ongoing support. Our objective is to fully train you on the platform to ensure your organization is fully utilizing your digital signage network. If required, please contact firmCHANNEL Support by phone or email. Support hours are 9 am-9 pm EST from Monday to Friday.
2Do you provide training on your content management software?
Yes, as part of the onboarding process, our support team will schedule online training to walk your team through the entire platform. If you have any additional questions after the initial training, our team would be happy to schedule additional training at no extra cost.
3Do I get a warranty on the hardware and software?
Yes, firmCHANNEL stands behind all of our products. We provide a 3-year warranty on all our displays and Windows-based media players, which is extendible to 5 years. Our Android media players come with a 1-year warranty extendable to 3 years.
4If I’m not satisfied with the service, can I cancel at any time?
All firmCHANNEL services are offered on a yearly subscription basis. If, for any reason, you are not completely satisfied with any of our products or services, please contact support and we will make it right!
5Is there a setup fee?
No, firmCHANNEL’s an all-in-one license fee includes software setup, training, and ongoing support.
6Do you support custom display configurations such as mosaic video walls?
Yes, we have mosaic video wall controllers available and our Content Designer supports multiple display configurations, including mosaic video walls.
7What types of files do you support?
The system supports a number of different file formats. Some of the most popular are: JPEG/JPG, PNG, GIF, TIFF/TIF, MP3, MP4, MPG, MPV.
8If connection is lost do I need to physically reboot the player in order to re-connect?
A physically reboot of a media player is very rarely required. Should you need to reboot a player, as long as there is connectivity, this can typically be accomplished remotely via the player dashboard.