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 will help you get an offline player back online.

Check the Player's Online Status

Just because you are hearing music 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 Solutions for more help.

Failover keeps a player playing for up to eight days after it last connected. After that, it goes quiet until it reconnects, so get an offline player back online as soon as you can.

If your player was purchased from us and runs software version 21.1 or later, UMix Peek is the quickest check. If Peek shows the player's screen, the player is online and the problem is elsewhere; see Solutions. Peek can't reach a player that is offline: if it says the device did not respond, continue with the steps below.

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

Confirm That Your Location's Internet Can Reach UMix

There is a specific URL the player must reach in order to connect. Use our UMix Service Checker to confirm your location can reach it. If you can reach it, keep going.

Check Power

Confirm that the device is getting power. Look for a light. Check the power cable to be sure it is properly connected to surge protection and to the player. If the player isn't on surge protection, see Caring for Your UMix Music 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. 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.

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 between the music player and router. Then power on the router first, then any switch, then lastly the music player - giving each a minute or two to boot.

Some Unusual Cases

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

• 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 to the next step.
• Is your Internet connection very slow (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."
• How long is the Ethernet cable connecting the player to your router? Like all network devices, UMix Players require Ethernet runs of 300 feet or less (roughly one football field). If the cable is longer, you will need to either reduce its length or add a powered Ethernet switch at the end of the run to amplify the signal.
• Are the Ethernet ports and cables in good condition? If the pins at any connection point are damaged or the cable is severely kinked, the damaged item will need to be replaced.
• If using Wi-Fi, is your device close enough to an access point for a stable connection? If moving the device closer resolves the issue, you will need to either add an additional access point or keep the device nearer to an existing one.