Offline Player FAQs

STEP 1 

The old switch it on and off.

A restart of the PC and internet router its connected to will usually resolve this issue.

STEP 2

Is it plugged in?

Are the Ethernet, aux (headphone) and power cables correctly plugged in

STEP 3

Can you hear me?

Plugging in headphones or a speaker into the green sound card audio jack may tell you if our box is working or your PA system has an issue

STEP 4

For techies

Restart your Internet Router

– Ensure the Ethernet cable is correctly inserted in both router and PC.

– Disconnect power from the internet router.

– Wait approximately 10-15 seconds.

– Reconnect power, ensuring again that the Ethernet cable is correctly inserted on both ends. After 5-10 minutes the PC should register with the re-established internet connection.

STEP 5

Has it worked?

– You can check if this has resolved the issue by logging in to your radio client area at https://www.onbrand.co.uk/radio/login  and checking the status connection indicator.

– If you continue to have problems, need further assistance or just want to chat, please give us a call on 03333 220022.

Give us a call on 03333 220022 or e-mail tech@onbrand.co.uk and we’ll get the player restarted for you.

An alternative option is to give your player a reboot.

This usually means the player has lost connection with the database.

You’ll need to check your internet connection to make sure this is okay. If this is working, then a simple reboot should fix this issue.

If it does not, please give us a call on 03333 220022 or e-mail tech@onbrand.co.uk

Your PC could be stuck on bootup mode. If you have a spare monitor and keyboard nearby, try plugging this into the PC.

If nothing happens, then give us an e-mail on tech@onbrand.co.uk and we’ll be able to arrange a replacement PC to be shipped out to you.

The first check is to see if our player is online.

If you have headphones available, plugging them into our music player is the first step to finding out where the issue lies. If you can hear music through the headphones but not on your centre floor, then the issue will lie with you PA system.

In this scenario, you’d need to get in contact with your PA service company. If you do not have one of these, we can organise a call out for an additional fee.

To do this, give us an e-mail on tech@onbrand.co.uk stating the issue you’re having.