Troubleshooting

Try these steps before contacting support. When you do need help, share what you were doing, any on-screen message, and your Lightbox version — shown under the title in Settings. Don’t send patient names or IDs.

The display says Not configured

This one is for IT:

1. Right-click the lock icon and open Settings.
2. Fill Hostname, Username, Password, Location ID, and Room ID.
3. Save. The notice Settings incomplete — Set up this display to connect. clears once those fields are present.

Guide: Setting up the display.

Room not found or Not a Lightbox room

1. Confirm Location ID and Room ID in Settings match the exam room in Lumirai Link.
2. Room not found — no room uses those IDs. Correct the values, or create the room in Link.
3. Not a Lightbox room — the room exists but isn’t a Lightbox display. Use a Lightbox room ID, or change the room type in Link.
4. Save Settings and wait for Connected and authenticated.

Staff can’t fix this from Viewer during a visit. Guide: Connecting to Link.

Connected, authentication failed

The display reached Link, but the display username or password was rejected. IT should re-enter Username and Password in Settings — the display account, not a provider’s login — and save.

The display keeps reconnecting

1. Check that the display can reach the Link hostname on the clinic network.
2. Confirm TLS matches how Link is hosted.
3. Wait — Lightbox retries and shows Reconnecting with a count, then Lumirai Link reconnected when it recovers.
4. If it never returns, try Restart app from Settings → Power.

My card was denied

1. Confirm the status bar shows Connected and authenticated. A tap while Link is down shows Not connected.
2. Try the card again. Error reading card — please try again is usually a read problem, so hold the card still.
3. If you always see Access denied, the card isn’t allowed for this room. Ask IT to check card enrollment for this location.
4. If the display shows NFC reader not found, connect or reseat the reader. Demo mode unlocks without a card and is for training only.

Guide: Unlocking.

The one-time passcode doesn’t work

Cancel leaves the display locked. You need a successful card tap — and MFA if your clinic requires it — to unlock.

No patient, no studies, or nothing selected

1. No patient roomed — assign the patient to this room in Lumirai Link or Lumirai Viewer. Lightbox can’t room a patient itself.
2. No studies found — open Show studies and tap Refresh. If it still fails (Refresh failed), check PACS from Link or Viewer.
3. No studies selected — turn Show on for the rows you need, or mark them for display in Link or Viewer.
4. If staff just changed the selection, use Update on the Studies updated dock, or wait five seconds.

Guide: Managing studies.

An update is ready but the display didn’t restart

Updates apply when the screen is locked. Lock the view and wait, or have IT open Settings and choose Restart and apply update.

If Settings says it couldn’t reach the update server, check network access and try Check for updates again. Guide: Settings.

Signage is missing or stuck

1. Confirm the room has a playlist in Lumirai Link.
2. IT: open Settings → Downloads. Use Retry now, or delete a bad cached file.
3. If a delete says File in use, lock the screen or wait, then try again.
4. Until videos cache, Lightbox plays the bundled screensaver.

Settings won’t open

1. Right-click the lock icon. A left-click locks the screen, or unlocks it in demo mode.
2. First time: create a passcode (Passcode and Verify, at least five characters).
3. Later: enter that passcode and choose Unlock.
4. Incorrect code. Please try again. — retype it. Use the on-screen keyboard on a display without a physical keyboard.

Still stuck?

Contact your clinic’s Lightbox or IT administrator with:

• Your Lightbox version, shown in Settings.
• The room and location the display serves.
• Whether the problem is connection, card or passcode, studies, signage, or updates.
• The exact message on screen — no patient names or IDs.