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Music Troubleshooting

My player doesn't power on or startup
  • Verify the power cable is properly connected at the wall outlet, at the external power supply, and at the back of the player.
  • Verify the power cable is connected to a working electrical outlet. Test the power outlet with another electrical device, if able.
  • Verify the ON/OFF button on the back of the player is in the ON position.
  • Attempt to power the player off and on.
Front panel buttons are non-responsive
  • Power the player off for 1 minute. After one minute, power the player back on.
  • If buttons are still non-responsive after doing this, please contact us.
Front panel display is blank or illegible
  • If the front panel display is blank but the backlight is brightly illuminated, you may be using a power cable/supply from an older unit with a different voltage value. Verify that the power cable/supply used is the one that was provided with your player.
  • Attempt to power the player off for 1 minute, then power the player back on. Verify the player is receiving power.
  • If the front panel display is still blank or illegible after doing this, please contact us.
Player is physically damaged
If the player is damaged to the extent that it prevents playback or control via the front panel, please Contact Us.
Player continually shuts off during playback
  • Verify the player is truly losing power and rebooting. Power cycle the player.
  • If it seems that the player is suddenly losing power completely, try connecting the player’s power supply to another outlet.
  • Check the front panel display for messages regarding error codes, muted zones, or dayparting events.
  • If the error still persists even though there are no error messages, please contact us.
DVD-ROM drive fails to open or close
  • Power off the player for 30 seconds, then power it back on.
  • After the player completes startup, attempt to open the disc drive with the eject button.
  • If the disc drive fails to respond to pressing the eject button, use a paper clip or small pin to push the manual-eject button (located on the front of the DVD-ROM drive). Remove any discs from the drive, close the drive, and power cycle once again.
  • If the DVD-ROM drive still fails to open or only opens when using a paperclip, please contact us.
Music playback starts/stops at incorrect times
  • Verify the date and time settings are correct on your music player.
  • If applicable, verify that your music schedule/dayparting is set correctly. Log in to your player’s online Control Site to see this.
  • If music is currently playing, check the front panel display (if applicable), or view your player’s Online Control Panel for messages regarding error codes, muted zones, or dayparting events.
  • Verify your audio cable(s) are securely connected to the appropriate audio output zones on the music player.
  • Verify the other end of the audio cables are securely connected to the appropriate input zones on the music amplifier (varies based on model).
  • Verify the sound system components (amplifier, mixer/processor, etc.) are turned on and receiving power.
  • Verify the volume level on the sound system equipment (including wall volume controls, if present) is turned up to an appropriate level.
  • Confirm the status of indicator lights on the amplifier and sound system equipment (ex. PROTECT, PEAK, PWR). If the PROTECT light is on, this could indicate a wiring issue in your sound system.
Music playback stops for approx. 20-30 seconds and starts a new song
  • Your music player may be rebooting. Attempt to check the front panel of your music player for any error messages, muted zones, dayparting events, or indicator lights.
  • Reboot the music player.
  • If your playback still stops and starts a new song, please contact us
Music and messaging are playing from the incorrect zones
Usually this occurs when the audio cable(s) on the back on the music player is/are incorrectly plugged into the audio input port(s) on your sound system equipment.

  • Try switching (flipping) the audio cables between audio outputs on the back of the source player
  • If you are still experiencing issues, please contact us.
Audio is overlapping - "hearing two songs at once"
This usually indicates that the audio output cables from the music player are both connected to the same audio input zone on the sound system equipment. If both audio streams are connected to the same input on the amplifier, this will cause two audio zones to be heard from one output zone on the sound system.

  • If you’re hearing an echo or doubling effect with the same song, try disconnecting one of the RCA audio cables from the amplifier.
  • If you’re hearing two different songs playing on top of each other, try moving one of the RCA audio cables to another audio input zone on the amplifier.
  • If you are still experiencing issues, please contact us.
Wrong music playing in my business
  • If applicable, check the front panel to confirm what program is playing on the selected zone. Adjust the program if able.
  • If your player is on the correct music program, verify that the correct audio zone is being used on your player. Verify that an RCA cable is plugged in to the correct port on the back of your music player.
  • If your player is on the correct program and you are using the correct audio port, your music player may be behind on music updates.
For internet updated players: For CD updated players: For satellite updated players:
Verify that your music player is connected to the internet for updates. Locate the most recent disc you’ve received from Mood Media and insert it into your player. Your player must have good signal strength to play music properly. Verify that your music player has a coaxial cable secured to the back of your player.
Common satellite signal issues
Mood Media’s satellite music players require a strong and consistent satellite signal in order to receive and play its music content. Many playback issues for these players can be attributed to one or more of the following symptoms:

Adverse weather (a.k.a. “Acts of God”) Third-party involvement Player may be muted for non-payment
Satellite players may lose their signal during/after heavy rain or snow storms. Check if you are currently experiencing (or recently experienced) any adverse weather, as it may have affected dish signal/alignment. A properly aligned satellite dish should not lose its signal during a rain storm, except under the most extreme conditions.
If you are experiencing heavy rain or snow, the front panel may display “No Signal” or “LOS Music.” If the satellite signal is not restored after the adverse weather subsides, the satellite dish may have been moved out of alignment due to the weather, or lasting snow is still covering the dish. Standing water on the roof may be infiltrating the coaxial cable or connector(s), potentially grounding out the signal. The LNB cover attached to the satellite dish may be cracked or blocked by snow or wildlife. New and nearby construction may cause direct signal interference. Nearby military or communication facilities (ex. dish farms) that use RF signals may cause indirect signal interference with our broadcast reception.		 A vendor not associated with Mood (ex. roofers, remodeling agency) may have moved our satellite dish out of alignment, or cut/used/damaged the coaxial cable during their work on the roof. Players are muted due to non-payment. Ensure that your bills with Mood are up to date.
Music cutting in and out
  • Check the front panel indicator lights or screen to determine playback status.
  • If applicable, confirm that the player is currently playing normally by viewing the front panel screen or logging into your online control site.
  • Verify whether the sound system components (amplifier, mixer/processor, etc.) are set up on an internal or electrical timer. If a timer exists, its schedule may be off.
  • If you are still experiencing issues, please contact us.
How to reboot your player

Rebooting a music or visual player only takes a couple of minutes can potentially resolve an issue. Always attempt to reboot your player first before trying other troubleshooting steps.

  • If applicable, locate any power buttons/switches and place them into the OFF position. Some Mood players do not have a power button or switch.
  • Unplug your Mood player for at least 1 minute.
  • Plug your Mood player back in and confirm any power or status lights turn on once again.