Reinstall the app
Remove the app from your device and install it again.

Unpair and log in
If you're still unable to connect your device, unpair the Soundtrack Player app and log in again. Find instructions on how to unpair here.

Check firewall settings
The following ports need to be opened for outbound traffic in order for our service to work:

80 (TCP) - HTTP
443 (TCP) - HTTPS
53 (UDP/TCP) - DNS
123 (UDP) - NTP

Use the right app
Make sure that you’re using the Soundtrack Player app and not the iOS Remote app.

Reinstall the app

1. Remove the app
2. Download the Soundtrack Player app from app store and install it again. 
3. Open the app and click log in. 
4. Once you have logged in, choose the zone you would like to connect. A message will appear saying This zone’s in use. Click Take over zone to connect the player again. If you don't have access to your Soundtrack account, please reach out to an admin to connect the player.

Unpair and log in again
If you're still unable to connect your device, unpair and log in again. Find instructions here.

Check firewall settings
The following ports need to be opened for outbound traffic in order for our service to work:

80 (TCP) - HTTP
443 (TCP) - HTTPS
53 (UDP/TCP) - DNS
123 (UDP) - NTP

Make sure the Soundtrack Player is on
Double-click the Soundtrack Player icon on the desktop. 

Check your internet connection
Make sure you have an internet connection by visiting a random website, e.g. www.soundtrackyourbrand.com. If it doesn’t work, troubleshoot your internet connection.

Troubleshoot
Right-click the Soundtrack Player icon in your taskbar on the bottom right next to the time and select "Troubleshoot". Make sure that all values say "Yes". If it doesn't, please contact your Soundtrack Player admin for further assistance.

Restart the Soundtrack Player
Right-click on the tray icon and select "Quit". Then restart the Soundtrack Player by double-clicking the Soundtrack Player icon on your desktop.

Restart your computer
Soundtrack Player should start once Windows has restarted. If it doesn't, double-click the Soundtrack Player icon.

Restart the player
Unplug the power cable and plug it back in.

Connect another network cable
Simply replace the already connected network cable with a new one. Alternatively, connect the current network cable to a computer to confirm that it's working.

Plug in a pair of headphones
Unplug the audio cable and plug in a pair of headphones. If you hear music, please check your sound system. Remember to plug the audio cable back in when you're done.

Factory reset

1. Unplug the player.
2. Use a small pin and push the little button left to the USB ports on the front panel.
3. At the same time, plug the power cable back in.
4. Keep the pin pressed in for 30 seconds or until you can see that both lights are blinking red.
5. Leave the box connected to the internet after these steps have been completed.