Please follow the steps below to troubleshoot this issue.

1. Is the volume in the area set correctly?

• Check that the main volume control for your sound system is set to the correct level. It may have accidentally been turned down.
• If you have multiple zones such as bar, restaurant, reception, spa, etc. then you may have separate volume controls in each area, normally located on a wall. These controls may look like this:

2. Is the zone selector set to use the correct audio source?

• If you have an audio zone selector which allows you to select different audio sources, check it is set to the correct audio source. This may be marked ‘Music’.

If the above does not resolve the issue, you will need to check the equipment that is playing the music.

The following troubleshooting may require access to your audio equipment racks, and should be carried out by someone who is technically competent.

3. Is your Music Player switched on?

• • Identify the Music Concierge music player. It may be located in your back office or an IT equipment cabinet. The pictures below show what our various music player models look like.
  • You should see either a green light or an active display screen when the player is powered on.
  • If your player is not powered on:
    • Locate the power button and press it once. Note that the power button on rack mounted players is on the rear of the player.
    • When the player initially starts, either the lights on the player should flash, or the display screen should appear.

• • Wait a few minutes for the player to load music. Music should start playing automatically, as long as music is scheduled to play at the current time of day.
  • If you still don’t hear music, go to the next step.

4. Is the audio cable plugged in?

• • The player should be connected to your sound system using an audio cable with a 3.5mm jack plug. Check that one end is connected to the player, and the other is connected to your sound system amplification. See the diagram below.

Sometimes audio cables get unplugged, for example if someone wants to plug a different audio source into the sound system, or if some AV work has recently been completed.

• • The audio cable should be plugged into the correct audio socket on the music Player, as shown in the diagrams below.

• • Check the cable is securely connected at both ends. You should now hear the music. If not, please move to the next step.

5. Check the Player is outputting music

• • You can test the music output direct from the player if you wish. Connect a pair of headphones to the audio socket as shown below.
  • Do not put the headphones on or in your ears, as the music may play out louder than you prefer. Keep the headphones in your hands.
  • You should be able to hear music from your headphones.
  • If you hear music from the headphones, unplug the headphones and reconnect the audio cable to the Music Player. Move to the next step.

• • If you do not hear music, and music should be playing at the current time of day, contact our helpdesk for further assistance.

6. Is your site sound system switched on?

Check the rest of your music system is switched on.

• Your amplifiers may look similar to the images below.
• Check they are switched on. They will usually show a red or green light when they are switched on.
• If not switched on, switch them on and wait 20 seconds for the system to power up.

7. Is the volume on the amplifiers turned up?

• • Check if your amplifier has volume controls which you can access.
  • Check that these volume controls are set correctly. If you are unfamiliar with this equipment, or if you are unsure what to do, please contact your technical colleagues or AV installer.

• • Once you turn the volume up and you hear the music, make sure the settings remain at that level. If you still have no music please contact our helpdesk for further support.

If the above does not resolve the issue, please contact our Helpdesk.

Email: helpdesk@musicconcierge.co.uk

Please follow the steps below to troubleshoot this issue.

1. Is the volume in the area set correctly?

• Check that volume is set to the correct level. It may have been turned down or off.
• If you have multiple audio zones such as bar, restaurant, reception, spa, etc. then you may have separate volume controls in each area, normally located on a wall. These controls may look like the images below.

2. Is the zone set to use the correct audio source?

• If you have an audio zone selector which allows you to select different audio sources, check it is set to the correct audio source. This may be marked ‘Music’, or display the name of the zone you are in.

If the above does not resolve the issue, you will need to check the equipment that is playing the music.

The following troubleshooting may require access to your audio equipment racks and should be carried out by someone who is technically competent.

3. Is your Music Player switched on?

• Identify the Music Concierge music player which is likely to be located in your AV equipment rack. The picture below shows our main multi-output music player.
• If you have more than one player, identify the one that is playing music to the channel you are investigating. The channels that each player delivers will be labelled on either the front or rear of each player.
• A green light on the front of the player will show that it is powered on.

• If your player is not switched on:
  • Locate the power button on the rear of the player and press it once.
  • When the player starts, lights on the player should flash.
• Wait a few minutes for the player to load music. Music should start playing automatically, as long as music is scheduled to play at the current time of day.

4. Is the audio cable plugged in?

• The player should be connected to the rest of your sound system using audio cables with 3.5mm jack plugs. Check that one end of each cable is connected to the player and the other is connected to your sound system amplification.
• The image below shows where the audio ports are located on the back of the Player

Sometimes audio cables get unplugged, for example if someone wants to plug a different audio source into the sound system, or if some AV work has recently been completed.

5. Is the audio cable plugged into the correct socket on the Music Player?

• Each audio cable should be plugged into the correct audio output socket on the Music Player.
• The table below illustrates the required routing.
• For multi-output music Players, each audio output socket is configured to deliver either 1 or 2 channels. For example, a 3 channel music player will normally be set up as follows:
  

  Channel	Music Zone	Music Player Output
  1	“Room A”	1 (GREEN) - LEFT
  2	“Room B”	1 (GREEN) - RIGHT
  3	“Room C”	2 (BLUE) - LEFT

• Note that channels 1 and 2 are both delivered from the green audio output socket. Channel 3 is delivered from the blue output socket.  As shown in the diagram above, the phono plugs on the other end of the cable that is connected to the green port must be plugged to different input channels on your sound system.  If you connect both phono plugs to the same input port you will hear both Channels 1 & 2 at the same time in that music zone.
• If all the cables are connected correctly and you still don’t hear music, move to the next step.

6. Check the Player is outputting music

• You can test the music output direct from the player if you wish.
• Identify which output socket is configured to play the channel you are investigating. The outputs should be labelled on the back of the player.
• Connect a pair of headphones to the relevant audio output socket.

• Do not put the headphones on or in your ears, as the music may play out louder than you prefer. Keep the headphones in your hands.
• You should be able to hear music from the headphones. For multi-channel players you may hear one channel in the left headphone, and another channel in the right headphone.  Check that you can hear the tracks playing for the channel that you are investigating.
• If you hear music for the relevant channel, unplug your headphones and reconnect the audio cable to the music player and move to the next step.
• If you don’t hear music, and music should be playing at the current time of day, contact our helpdesk for further assistance

7. Is your site sound system switched on?
Check the rest of your music system is switched on.

• Your amplifiers may look similar to the images below.
• Check they are switched on. They will usually show a red or green light when they are switched on.
• If not switched on, switch them on and wait for 20 seconds for the system to fully power up.

8. Is the volume on the amplifiers turned up?

• Check if your amplifier has volume controls which you can access.
• Check that these volume controls are set correctly.

If you are unfamiliar with this equipment, or if you are unsure what to do, please contact your technical colleagues or AV installer.

• Once you turn the volume up you hear the music make sure the setting remains at that level.  If you still have no music please contact our helpdesk for further support.

If the above does not resolve the issue, please contact our Helpdesk.

Email: helpdesk@musicconcierge.co.uk

Please follow the steps below to troubleshoot this issue.

1. Where can you hear the distortion?

• If the distortion is specific to one (or more than one) speaker, but other speakers are playing music correctly in the same audio zone, there may be an issue with the specific speakers. Contact your AV supplier for further support.
• If the distortion can be heard through all speakers in the affected zone, continue to the next point.

2. Is the distortion happening when a certain track plays, or whatever tracks are playing?

• If the distortion is coming from some tracks and not others, the issue could be the EQ setup, limiting or gain settings of your sound system. Contact your AV supplier.
• If the distortion is coming from one specific track only, contact our helpdesk with the following information;
  • Location and audio zone
  • Track name and artist, if known
  • Date and time track played, if track name not known

• If all tracks are distorting, continue to the next point.

3. Listen to the music source directly

• You can test the music output direct from the music player if you wish. Connect a pair of headphones to the audio output socket as described below.

• Do not put the headphones on or in your ears, as the music may play out louder than you prefer. Keep the headphones in your hands.
• If your player has a single channel of music:
  • You should be able to hear music through the headphones.
  • Listen carefully for any track distortion.
  • If you hear distortion through the headphones, contact our helpdesk
  • If no distortion is heard through the headphones, the playback from the player itself is OK. Contact your AV supplier.
  • Unplug your headphones and reconnect the audio cable to the player.

• If your player has multiple channels of music:
  • Identify which output socket is configured to play the channel you are investigating. This should be labelled on the back of the player.
  • With the headphones connected to the correct output socket you may hear one channel in the left headphone, and another channel in the right headphone. This is because both left and right channels are used to play the different channels.
  • If you hear distortion through the headphones, contact our helpdesk
  • If no distortion is heard through the headphones, the playback from the player is OK. Contact your AV supplier.
  • Unplug your headphones and reconnect the audio cable to the Player.

If the above does not resolve the issue, please contact our Helpdesk.

Email: helpdesk@musicconcierge.co.uk

Our music team regularly update the music tracks on your player.  Contact your Account Manager to find out when your next update is due.

If you have any issues with particular tracks or the update hasn’t completed as you had expected, contact our helpdesk.  Please provide details such as dates when you were expecting changes to take effect.

Email: helpdesk@musicconcierge.co.uk

Please follow the steps below to troubleshoot this issue.

Your Music Concierge music player is connected to the internet via your local IT network, using a network cable connected to the back of the player.

The following steps will help diagnose if the offline issue is related to the Music Concierge player or to your IT network.  You may like to contact your local IT network administrator to assist with network related issues.

1. Is your internet connection working?

• Check that the internet connection is working at your site. You can test this by trying to connect to a website using a computer or device connected to the same network that your music player is connected to.
• If the connection is not working, contact you IT administrator or service provider for additional support.
• If the connection is working, move to the next step.

2. Is your Music Player switched on?

• Identify the Music Concierge music player. It maybe located in your back office or an IT equipment cabinet or room.  The pictures below show what our various music player models look like.

• You should see either a green light or an active display screen when the player is powered on.
• If your player is not powered on:
  • Locate the power button and press it once. Note that the power button on rack mounted players is on the rear of the player.
  • When the player initially starts, either the lights on the player should flash, or the display screen should appear.
  • Wait a few minutes for the player to load music.
  • When the player is powered on it should automatically connect to the network.

3. Is the player connected to the internet?

• Check that the player is connected to the IT network via a suitable ethernet cable. As shown in the diagram below, one end of the cable should be plugged into the network port on the player, and the other end should be connected to the local IT network.
• A flashing green light on the network port indicates a connection is established.
• A solid red light on the network port indicates no connection being received.

• If the light is green the player will be connected to the network.
• If the light is red, contact your IT administrator for further assistance.

If the player is showing a green light but still reporting offline, the issue will be related to the configuration of the local IT network.  It may be that the network settings have recently changed or a configuration specific to your network is required.  Please liaise with your IT administrator.  Once you have established the required configuration please contact our helpdesk for support applying the settings to the Player.

If the above does not resolve the issue, please contact our Helpdesk.

Email: helpdesk@musicconcierge.co.uk

If you have the wrong music playing in a particular location, you may have the incorrect music source selected for that zone, or the music input may have been changed.

Please follow the steps below to troubleshoot this issue.

1. Are there any local source controls in that control the music selection in the space?

• If you have multiple zones such as a bar, restaurant, reception, spa, etc. then you may have local audio controls in each area. They are normally located on a wall. These controls may look like the images below.
• Check that the relevant zone (A, B or 1, 2, 3, 4, etc.) has the relevant source routed through to it. The source may be marked ‘Music’.

2. Is your venue sound system switched to the correct source?

If you don’t have a local source control there may be a source selector on the amplifier.

Locate your audio amplifier.  It may be in a back office, or located in a comms room.  It may look similar to the image below.

3. Is the Music Concierge player connected to the audio system?

Check that the audio cable from the Music Concierge music player is connected to the amplifier.  Sometimes music players get unplugged from amplifiers - this can happen if someone has connected a temporary music source instead.

The images below show how the audio cable should be connected the music player.

4. Is the correct playlist selected on the Music Concierge player?

If the correct source is selected and the music player is connected to the audio system, you may wish to check that a playlist is currently playing.

If the music player is a tablet, select the player option on the bottom menu and check that the playlist is what you expect.  You can use the ‘Revert’ button, to go back to the normal weekly playlist schedule.

If you are using a PC player and a monitor or touchscreen is fitted, you will be able to see the music control screen.

Select the channel that supplies the zone where you are hearing the wrong music.   Check the playlist on the screen is what you expect. You can use the ‘revert back to playlist’ button to go back to the normal weekly playlist schedule.

If you are still experiencing issues, please contact our helpdesk.

Email: helpdesk@musicconcierge.co.uk

Phone: +44 (0) 844 376 0032.