The player has two LED lights. The left one indicates if there's an internet connection while the right one will show you if the music is playing.
The LED lights make it easy to know the connection status of your device. Here's what each color indicates about your player's connectivity status:
Trying to connect
When the player is trying to connect, the left LED light is orange.
Once the player is successfully connected, the left LED light will turn green.
Failed to connect
If the left LED light is flashing orange, the player has failed to connect to the internet using the ethernet cable.
Possible reasons for failing to connect:
- The Ethernet cable is not plugged in
- The player is configured with a local IP address (if DHCP)
- The player is not configured with a local IP address (if static)
- Can't connect to a local gateway
- Can't ping IP number (TBD) to ensure internet access
- Can't connect and authenticate to SYB services. Read more about our technical requirements here.
Plug in a power cable
If both LED lights are flashing red, it means the player is broken. Contact support for help.
Recovery is ongoing
The left LED will show a solid orange light while the right LED will show a solid red light while it's recovering. Don't unplug any cables and wait for the player to connect.
Set up failed
The right LED will flash orange if the player is not paired to a zone, or if that zone is not activated. See here for guidance.
Music is playing
The right LED will show a solid green light when music is playing. Music will still play for up to 30 days even if the connection is lost.
The right LED will slowly flash a green light if the music is paused, no music is assigned, or the volume is set to 0. This can easily be fixed, just follow these steps.
If your Soundtrack Player 3 is unresponsive, please attempt a factory reset of the box:
- Unplug the player.
- Use a small pin and push the little button left to the USB on the front panel.
- At the same time, plug the player back in the power.
- Keep the pin pressed in for 30 seconds or until you can see that both lights are blinking red.
- Leave the box connected to the internet after the procedure.
Please note that a Factory reset will wipe any network settings such as Static IP configuration. Follow these instructions to set a static IP address once the player has been reset.
Retrieve a troubleshoot report from the player
If you are still having issues with getting your player online or playing music, please proceed with the following step:
Plugin a USB stick into the player and leave it there for 1 hour. After this, there should be an HTML file and a text file on the USB stick with a troubleshoot report that will tell us exactly what's wrong with the device. If there is not an HTML file then the USB stick may be in the wrong format, make sure that the USB stick you're using is FAT32 formatted. Please send us the HTML and text-file and we'll continue troubleshooting from our end.
Please then reach out to us at support@soundtrackyourbrand with the file attached, and we will be happy to continue to help you with troubleshooting.