My device will not turn on.

Posted on December 1, 2014 by brandon.orndorff

Verify that:

The power cord is properly plugged into the back of the device and to a working power outlet or power strip. If plugged into a power strip, make sure it is switched on.
Your circuit breaker has not been tripped.
You are not experiencing a power outage.

Old messages or another company’s messages are playing from my device.

Posted on December 1, 2014 by brandon.orndorff

Please contact Mood Client Support for assistance.

On-hold messaging is play overhead and overhead music is playing through my on-hold system.

Posted on December 1, 2014 by brandon.orndorff

Switch the Zone A and Zone B output cables on the back of the device

Overhead music is playing through my on-hold system instead of my on-hold music/messaging.

Posted on December 1, 2014 by brandon.orndorff

Verify that the correct audio cable is connected to Zone B, designated for music on-hold (MOH).

Verify that Zone B is not muted in the Encompass SR Control Site.

I am unable to change the program using the buttons on the device’s front panel.

Posted on December 1, 2014 by brandon.orndorff

Unplug the device from the power outlet, wait 30 seconds, and plug the device back in.

Ensure that you have more programs authorized for use than you are currently receiving. If you are unsure, or would like to add more programs, please contact Mood Client Support.

I want to change the program that is currently playing.

Posted on December 1, 2014 by brandon.orndorff

On your device, press ENTER to access the Select Zone menu – the current zone name is displayed. Select a zone using UP or DOWN. Press ENTER to confirm zone selection. The name of the current program is displayed. Browse through your available programs using UP or DOWN. Press ENTER to confirm your selection.

My device is not playing music.

Posted on December 1, 2014 by brandon.orndorff

Verify that:

The device has power. If it does, unplug the device from the power outlet, wait 30 seconds, and plug the device back in.
Perform a hard reset on the device by pressing the small reset button on the back of the unit.
RCA audio cable is properly plugged into the receiver and the amplifier
The amplifier is turned on and volume knobs are set to the correct positions
The volume of wall-mounted volume controls (if present) is set at an appropriate level

For additional troubleshooting, contact Mood Client Support.

Display is stuck on “Encompass SR” and will not start playback.

Posted on December 1, 2014 by brandon.orndorff

Unplug the device from the power outlet, wait 30 seconds, and plug the device back in.

If problem persists, contact Mood Client Support.

Display reads “Player muted by administrator.”

Posted on December 1, 2014 by brandon.orndorff

If your receiver has a dayparting schedule in place, this message appears when the receiver does not have a scheduled style to play during that time. If no dayparting is currently in place for your receiver, please contact Mood Client Support for assistance.

Display reads “Now playing from rainfade backup.”

Posted on December 1, 2014 by brandon.orndorff

You will only see this message if your device has a rain fade card installed, which allows the last 45 minutes of content to repeat in a loop until signal is restored. If you are having or have recently had bad weather in the area, this is normal – the last 45 minutes of content played will repeat until the weather clears and the satellite connection is re-established.

If you have not had bad weather, verify that the coaxial cable is connected correctly. If the problem persists, unplug the device from the power outlet, wait 30 seconds, and plug the device back in.