Some networks (ie UNI etc..) will need to whitelist a devices MAC address before it can connect. The easiest way to find this is by putting the departure board into its WiFi setup mode then connecting to it via a phone or laptop and then clicking on the ‘DepartureBoard’ network settings and viewing its MAC address. You can also do this via windows and check the MAC address via the `arp -a` command via windows shell/command prompt.
FAQ Category: Technical Support
Where do I find my Departure Boards serial number?
You can find your serial number on the boards boot screen when you first turn the board on once its initialized. Or if it is already turned on, simply tapping the WiFi reset button will display the serial on the screen briefly as well.
Configuration says “Demo Config, Serial Locked”
This is due to the demo configuration app being used, The production version for real boards can be found here.
Do the Departure Boards support WPA3?
No, the departure boards only support WPA2. If your using a new router which defaults to WPA3, swap it back to WPA2.
If you have a ‘EE super hub pro’ It may need its “compatibility feature” enabling as this will create a special 2.4ghz network with WPA2. You can enable this using the follow guide
- Log on to your hub dashboard
- Click on the section called “wireless”
- This will then bring up your “main wifi” NOTE, you won’t see compatible wifi until it is set up
- Go into change settings
- Enter your admin password
- Go into compatible wifi
- Change security type to WPA2-Personal
- Then “save”
- Connect the departure board to the new compatible wifi network
Can I power the Classic / Pro Departure Boards by the USB ports?
No, these USB ports are for USB accessories only like speakers etc.. Do not try and power the board via these ports as this can potentially damage the board.
Departure Board display goes blank after initialising screen.
This is caused by the brightness settings being set to 0%. These can be adjusted via the web configuration on the ‘Device’ tab under ‘Device Display’ section.
Departure Board displays JSON_PARSE_ERROR
If you are seeing this error when first connecting the board to your WiFi network, it is usually because the router has assigned the departure board an incorrect IP address. If the IP on the boot screen does not look like ‘192.168.0.X’ repeat the WiFi setup process by holding down the departure boards WiFi reset button. If you keep having this issue rebooting the router can help.
Desktop Departures
Classic Departure Board
Pro Departure Board
My Departure Board will not turn on
The departure boards take 15-20sec to boot when plugged in. They will have a completely blank screen within this time window. There will be a lit green led on the end cap to indicate the board is receiving power. If you do not see this or the board does not boot after about 60 sec please contact support. Check you are using the original supplied 5v 3a power supply which came with the board.
Departure Board says ‘No services available’ when there should be services.
Here are a couple things to check.
- ‘Filter out services departing in the next x min’ has not been set to a large value filtering out most services at a busy station (default is 0min).
- ‘Force on ‘no services screen’ permanently’ is not enabled. This will just force the no service screen to appear.
- There is at least one platform filter selected (and it has services departing)
- ‘Include services with unknown platform’ is enabled.
- ‘Show passenger services’ is enabled.
How do I connect my Departure Board to a new network?
Press the WIFI reset button for 5 seconds to put the board back into WIFI setup mode. On Desktop Departures this is the little black button at the back. On the Classic it is the black button on the side near the power connector. On the Pro it is the green button on the side near the power connector. Once back in WiFi setup mode follow the installation instructions to connect the board to the new network.