We've been looking into this on our end and now would like to know if it would be ok if we connect to your media player remotely to investigate. We would need your assistance for that - you would need to connect a keyboard and mouse to the media player and go to a website so we can connect.
However, I just want to verify before we go further - can you tell me what type of media player you are using and what the operating system is?
ok great - that's all a supported set up. We would like to get remote access into the display that is having this issue if that's ok with you so we can take a look at this. Is this display still having the issue? When/If you are ready - please submit an email to firstname.lastname@example.org and reference this conversation.