If the Soundtrack Player hardware stops playing music for no reason or shows up as offline in your zone listing, you can follow the steps below to troubleshoot your device:
Check the status of Soundtrack
Before troubleshooting your device, confirm that the issue is not caused by maintenance or issues with any Soundtrack services. Go to our status page to get the latest information: https://status.soundtrack.io/
Test connectivity with Soundtrack
From another device connected to the same network, try to reach the following address in a web browser: https://app.soundtrack.io/connectivity If possible, try connecting this other device using the same ethernet cable that the player normally uses. This helps rule out issues with the cable or the network port.
Verify your firewall settings
Make sure that the following ports are open for outbound traffic:
443 (TCP)
53 (UDP/TCP)
123 (UDP)
Restart your player
Unplug the power cable and plug it back in. Wait for 5 minutes to see if the LED status changes.
Factory reset the player
1. Unplug the power cable.
2. Use a small pin and push the little button left to the USB 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 green.
5. Leave the player paired and connected to the internet for 15 minutes.
Generate a troubleshooting report
Insert a FAT32 formatted USB stick into the player for one minute. Then, insert the USB stick into a computer and open the troubles.html file.
Report the issue to Soundtrack
Include the troubleshooting report and any other relevant information. Send it to support@soundtrackyourbrand.com