Skykit Media Player Warranty & Lifecycle

Overview

Every Skykit media player comes with a hardware warranty and a published support lifecycle. This page explains how long each model is covered, what to try first when a device misbehaves, and how to get help from Skykit Support.

You don’t need to work out warranty status for individual devices yourself; Support can confirm this from the device’s serial number.

Quick Checks for Hardware Issues

Many problems can look like a failed device but can be fixed by troubleshooting steps like a cable swap or restart. Support will ask whether you try these, so trying them first can get you help faster.

Warranty Coverage

Skykit media players carry a 2- or 3-year warranty agreement against defects in materials and workmanship under normal user. If your contract or the Skykit Subscription Agreement includes specific hardware terms, those terms apply.

Not covered: Physical damage, including damage from storms or lightning, electrical problems (power surges, brownouts, blackout), and water or other liquids. Damaged devices can still be replaced by purchase.

How Warranty Status is Determined

Every Skykit device belongs to a manufacturing batch, and its serial number identifies that batch. Support uses the batch to determine the warranty start date.

You can find the serial number on the sticker on the device, in Skykit Beam, or Skykit Control. Send it to Support to confirm coverage.

Lifecycle Milestones

Each device model moves through five milestones. Warranty applies to each device; support and end-of-life dates apply to the whole model.

Skykit sets End of Support (EOS) at the latter of 5 years from GA (2-year warranty models), 6 years from GA (3-year warranty models), or 4 years after End of Sale. Customers are notified in advance of End of Support (EOS) and End of Life (EOL). Dates may change for reasons such as security vulnerabilities, component availability, or vendor support.

Lifecycle Dates by Model

Getting Help with a Hardware Issue

If the quick checks didn’t fix the problem, email support@skykit.com. A complete request gets resolved faster. Include:

• Serial number of each affected devices

• What’s wrong: the problem and when it started

• What you’ve tried such as a different power supply, HDMI cable, or outlet

• A photo of the screen or the diagnostic screen if the device is showing an error or unusual behavior

Support reviews your troubleshooting, may ask for a few more checks, and confirms warranty status. If the device needs to be replaced, Support explains your options and next steps.

Frequently Asked Questions

Should I factory reset my device before contacting support?

You can try factory resetting in Skykit Control. The device will re-enroll into the same Tenant automatically. Don’t reset from Android Settings unless Support asks you to.

My device restarts contantly, but only with certain content. Is it broken?

Possibly not. Very heavy content can cause restarts on some devices. Tell Support what’s playing, and they can check the device’s restart reason.

Is storm or power-surge damage covered?

No. Physical damage isn’t covered by the warranty, but you can buy a replacement.

What happens when my model reaches End of Support?

Devices keep playing content, but Skykit no longer providess firmware updates or technical support. At End of Life, six months later, the devices can no longer connect to the Skykit platform.

Will I be told before my model reaches End of Support?

Yes. Skykit notifies affected customers in advance and provides guidance on upgrading.