Tag Archives: playback issues

My device is not playing music

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Verify that:

  • Please verify that the device’s power supply is securely inserted and the device is powered on.
  • Audio cable is tightly plugged into the device and the amplifier
  • Amplifier is turned on and set to an appropriate volume
  • Amplifier has not gone into “Protect Mode” due to overheating. Ensure the amplifier has space around it to allow heat to escape
  • Any wall-mounted volume knobs are set to an appropriate volume
  • Your device has not been muted due to non-payment. Call Mood Client Support for assistance

My programming update through the Control Site did not take effect

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Changes made through the Control Site are not instant. The timing depends on when your servers contact Mood servers for updates as well as your network bandwidth. Usually devices connect and update about once an hour, but depending on your settings the update may take up to a day.

Make sure you hit “Publish” after making your changes on the Control Site in order to make them available to the device for download.

I want to change the music program currently playing

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Use the Up and Down arrows to locate the Calendar option, then press ENTER. Use the arrows to find the desired program and press ENTER. The display will show “FADE… ONE MOMENT.” After approximately 20 seconds, the display will show the updated Artist and Title reflecting the new program choice.

NOTE: If you do not see a Calendar option in the menu, you may not have contracted for a selectable program in your Service Agreement. Contact Mood Client Support if you would like to add this feature.

My device suddenly stopped playing music, then resumed playback within a minute

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Periodically, the device requires firmware updates to maintain security and functionality. These updates happen automatically over the network connection. They are infrequent, but will require the device to restart, which takes about 30 seconds. During that time, there is no audio play, and audio will resume when the device is restarted.

My device is not playing music

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Check the display on the device to see if an Artist and Song Title are displayed.

If the display does show Artist and Song Title, your device is working properly. Verify that:

  • Your amplifier is plugged in and turned on
  • The audio cable between the device and amplifier is plugged in correctly
  • The volume on the amplifier is turned up sufficiently, as are any wall-mounted volume controls
  • The volume on the device is turned up sufficiently – Press ENTER, then use the Up and Down arrows to locate the Volume option. Press ENTER again, then use the Up and Down arrows to adjust the device volume. Press ENTER once more to save.

If the display is blank:

  • Check the power to the device. Verify that the power cord is plugged into the wall and the back of the device and that the outlet is a working power outlet.
    If the display shows “PLEASE INSERT FLASH CARD”:

  • Verify that the SD card is inserted. Your device cannot function without an SD card inserted. If it is present, remove and re-insert it.
    If the display shows “NO CURRENT PLAY SCHEDULE”:

  • Ensure you have a music program scheduled for that time through the Encompass MV Control Site.
  • Ensure the Ethernet connection is secure and the connection lights above the Ethernet port on the device are lit.
  • Verify that the date and time are set correctly on the device – Press ENTER, then use the Up and Down arrows to locate the Date and Time option. Press and hold both arrow buttons until the Date and Time values begin to flash. Then release the buttons and use the appropriate arrow to make changes. Press ENTER once more to save.
  • If Mood has not received payment for the programming, your device may have been muted. Please contact Mood Client Support for assistance.