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?
We ask that you do not submit a support ticket until after you complete these two things.
Read the related Page Tour or KB article and understand how the system is expected to work.
- Read this self-help article and use our suggestions.
FIX INTERNET ISSUES - PLAYER NOT CONNECTING
Easy and fixes most issues
- What Time Is Shown on the Player? - Newer versions of our players have a clock on the front. The player gets that time from your local network. If the time is wrong, the player is offline.
- 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.
- Router or Switch Power Cycle - The Router or Switch is the thing the Ethernet cable attaches to from the player. The procedure to power cycle it is 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.
Digging Deeper if Needed
Make sure you have power.
- Is the system's power on? Look for a light on the device as a sign the system is getting power.
LOG IN AND CHECK THE UMIX PLAYER LOGS FOR YOUR LOCATION
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
CONFIRM AUDIO PLAYBACK
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.
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.
CHECK MUSIC VOLUME
CHECK 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.
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.
- 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.
REVIEW THE MUSIC SCHEDULE
Make 100% certain that music is scheduled to play at this time.
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.