Solutions

Solutions

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 these ideas 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 in to a surge protector?
  • Check the audio cable.  Is it in the proper location on your amplifier, and is the correct selection made on the amplifier for the input port you have chosen for the audio cable?
  • Check the Ethernet cable.  Be sure it is properly connected from the system to the correct place 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.  Why?  Because the player gets the time from your network.  It's still possible the player is getting a correct time, but not reaching us, but that is very rare.

FIX THE INTERNET CONNECTION

  1. Player Power Cycle - Many (not all) issues are resolved quickly using a simple power cycle of the player.  To do it, just pull the power from the player, wait a few seconds, and plug it back in, Wait about a minute to hear music.
  2. Router or Switch Power Cycle -  The Router or Switch is the thing the Ethernet cable attaches to from the player.  It's the same as the player power cycle.  If the player is offline, this will help it get an IP address from the router and get back online.

Click here for more details on 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 music player.  To confirm that music is not playing, remove the audio cable and insert the earbuds we shipped with your system, or use your own.  Plug the 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's small and round and frequently labeled A/V.


CHECK YOUR VOLUME

Check the volume setting on your amplifier.


If you personally have access to myumix.com through a user account, continue with the rest of the steps. If not, and you still don't have success with the above steps. Please submit a ticket.  Make sure to tell us what you observed in the steps above.

LOG IN AND CHECK THE UMIX PLAYER LOGS FOR YOUR LOCATION

Our system logs the playback of every song and message.  Check web site reports tab for the location in question.  There are two ways to get there.  1. Click the Reports tab.  Then click the location name. 2. From home, click the paper icon in the action column for the location of interest.  Then click View for today's date.  You can scroll down.  There's a filter to screen for anything log category you want.   For example, you can use it to filter for 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.
  • Remember, music plays according to the Music Program that you set for each location.
  • Click the magnifying glass next to the Program assigned to the location, and then click the magnifying glass next to the Schedule that includes the current date.
  • Be certain that music is scheduled to play at the present time.

SEE THE PLAYER SOFTWARE APPLICATION

See exactly what's happening on the player software.
  • If you have our player app in 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 you have it paused).  Check your audio cables and amplifier.
  • Check the volume on the UMix software.
  • If you are using a Windows PC, a song will not play unless there is an audio cable plugged in to your system.
  • If you're using hardware you purchased from us, you can see what the software is doing by connecting a monitor using an HDMI cable.  Connect mouse and keyboard with USB if you need to interact with the system.

ARE YOU HEARING FAILOVER SONGS?

These are backup songs played when your Internet is down, and they may be unfamiliar.  This is caused by Internet Issues.
  • Failover is there by system design to avoid silence if your Internet goes down.  If you are hearing failover songs, then there is a problem reaching our servers over your Internet connection. Check to see if your Internet is working as discussed at the start of this article.
  • If you are using our Advanced Update Control settings, understand that MP3's are blocked until the next allowed window that you had established.

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