Troubleshooting Player Offline

UMix players use the Internet to get songs, your messages and any scheduling changes you make at myumix.com.  Players may sometimes be offline for a variety of reasons.  This article is here to help you to get an offline player back online.

Check the Player's Online Status Using Your Account

Just because you are hearing music, it does not necessarily mean the player is online.  That's because of our proprietary playback protection called UMix failover.  Conversely, if you are not hearing music, it does not necessarily mean the player is offline.  There may be other causes.  See here for Solutions.

You can use our website to confirm if the player has been connecting to our servers.  Log in and click the logs icon displayed in the Action column on your Home page.  Logs upload every 30 minutes.

Confirm That Your Location's Internet Can Reach UMix

There's a specific URL the player must reach in order for the player to connect.  Just use our UMix Service Checker to confirm your location can reach it.  If you can reach it from your location, that's great news.  Keep going.

Check Power

This one is simple.  Confirm that the device is getting power.  Look for a light.  Check the power cable wire to be sure it's properly connected to surge protection and to the player.

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.

Power Cycle the PLAYER and ROUTER.

The music player may not be getting a signal from your DHCP network.  To fix that, power off the router, music player, and any switch that may be between the music player and router.  Then power on the router, any switch, and lastly the music player, giving each a minute or two to boot.

Some Unusual Cases

The items below represent some unusual cases, but we list them here in the event you continue to have trouble getting your player online.

1. Does your network require a static IP on the device?  Check with your IT Admin.  If yes, submit a support ticket to UMix.  If no, proceed with the next step.
   
2. Is your Internet connection very slow (e.g. - less than 5 MB/s) ?  You can push all song updates to an overnight window using our Advanced Internet settings.  Press the settings gear icon in the Action column and check "Overnight Only MP3 Downloads."
3. How long is the Ethernet cable connecting the player to your router? Players require Ethernet runs of 50 feet or less.  If the cable is longer than 50 feet you will either need to reduce it's length or purchase a powered Ethernet switch to place at the end of the run and amplify the signal.
   
4. Are the Ethernet ports and Ethernet cables in good condition?  If the pins at any connection point are damaged or the Ethernet cable is severely kinked, the damaged item will need to be replaced.
5. If using Wi-Fi, is your device close enough to a Wi-Fi access point to get a stable connection?  If moving the playback device closer to an access point fixes the connectivity issue, you will need to either add an additional access point or keep the device nearer to an existing access point.

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