Gemdragon
Support
Start with the device, the symptoms, and the applicable document.
Installation information
Confirm the exact model and configuration before using an installation drawing or manual. Provide the product link and order reference when requesting the correct document.
Troubleshoot with a clear record
Describe what you expected, what happened, and when the issue started. Note whether the issue affects the display, player, network, CMS, touch, or a connected peripheral. Record error messages and the steps that reproduce it.
Prepare a support request
- Model or product link, selected configuration, and order reference
- OS, firmware, player, and CMS versions where relevant
- Power, network, signal connections, and any recent changes
- Error messages, reproducible steps, and photographs or video
- Checks already performed and their results
Remove passwords, access tokens, and private customer information from screenshots and logs before sharing them.
Warranty & service
Ask for the terms applicable to your model, order, and destination. Confirm coverage, exclusions, handling procedures, and shipping responsibilities for that purchase. This page does not establish a standard warranty period.
Common questions
Which model information should I provide?
Provide the model or product link, selected configuration, order reference, and software versions where relevant.
Can I use a manual from a similar display?
Confirm the document applies to your exact model and configuration before following installation instructions.
What if the display works locally but cannot be managed remotely?
Record local playback behavior, the network connection, CMS and player versions, and the remote action that failed. Use the remote-management triage guide to prepare a support request.
Keep the configuration record
Keep the applicable documents, device configuration, test results, and support correspondence together. This helps the installer and operator work from the same information.
