What Is the Issue?

• Not hearing music?
• Not hearing the songs you expect to hear?
• Only default songs playing?
• Only hearing failover songs?
• Seeing red dots in your connections reports?

Please work through the steps below and submit a ticket when we suggest.

Check Power

Is the system's power on? Look for a light on the device as a sign the system is getting power.

Check the Physical Connections

Check and double-check power, audio, and Ethernet cables.

• Check the power cable. Is it plugged into a surge protector?
• Check the audio cable. Is it in the proper location on your amplifier, and is the correct input selected on the amplifier for the port you are using?
• Check the Ethernet cable. Be sure it is properly connected from the player to the correct port on your router or switch.
• Click here for a one-sheet about audio connections.

Check the Player's Clock

Check the time on the player's front display. If it's correct, the player should be online. If it's not, it is likely offline. The player gets its time from your network - so an incorrect time is a strong indicator of a connectivity problem. It's possible the player is getting the correct time but not reaching our servers, but that is very rare.

Fix the Internet Connection

• Player Power Cycle - Many (not all) issues are resolved quickly with a simple power cycle. Pull the power from the player, wait a few seconds, and plug it back in. Wait about a minute to hear music.
• Router or Switch Power Cycle - The router or switch is the device the Ethernet cable connects to from the player. Power cycle it the same way. This can help the player obtain an IP address and get back online.

Click here for more details on troubleshooting an offline player.

Check/Fix Audio Playback

Grab some earbuds. In many cases the problem lies with the physical connections beyond our system, or with the amplifier, while music is in fact playing on the player. To confirm, remove the audio cable and plug earbuds into the audio jack and listen.

Plug into the correct jack. Hearing static or nothing at all? Make sure the audio cable is plugged into the correct jack. It is small and round and frequently labeled A/V.

Check Your Volume

Check the volume setting on your amplifier.

If you have access to myumix.com through a user account, continue with the steps below. If not, and you still have not resolved the issue, please submit a ticket. Make sure to tell us what you observed in the steps above.

Log In and Check the Player Logs

Our system logs the playback of every song and message. Check the Reports tab on the website for the location in question. There are two ways to get there:

• Click the Reports tab, then click the location name.
• From the home screen, click the paper icon in the action column for the location, then click View for today's date.

You can scroll through the log and use the filter to screen for any log category, such as Zone A Music. If logs show music is playing and you still do not hear it, check your audio cable connections and amplifier.

Review the Music Schedule

Make 100% certain that music is scheduled to play at this time.

• Music plays according to the Music Program assigned to each location.
• Click the magnifying glass next to the Program assigned to the location, then click the magnifying glass next to the Schedule that includes the current date.
• Confirm that music is scheduled to play at the present time.

See the Player Software

See exactly what's happening on the player software.

• If you have our player app on your system, look at the Home tab to see if a song is playing. If you see a song, the software is playing it (unless paused). Check your audio cables and amplifier.
• Check the volume setting within the UMix software.
• If you are using a Windows PC, a song will not play unless an audio cable is plugged into the system.
• If you are using hardware purchased from us, you can see what the software is doing by connecting a monitor via HDMI. Connect a mouse and keyboard via USB if you need to interact with the system.

Are You Hearing Failover Songs?

Failover songs are backup songs played when your Internet is down. They may be unfamiliar. This is caused by an Internet connectivity issue.

• Failover is built into the system to avoid silence if your Internet goes down. If you are hearing failover songs, there is a problem reaching our servers. Check your Internet connection as described earlier in this article.
• If you are using our Advanced Update Control settings, note that MP3s are blocked until the next allowed update window you have established.