No Music Is Playing – Start Here

Step 1: Check the Player’s Status

Compact Player (simple box):

Look at the Audio light on the front of the player (bottom light).

• ✅ Green light = Good! The player is receiving music.

• 🔴 Red or no light = Something's not connected.

LCD Player (has a small screen):

Check the screen on the front:

• If the screen shows an artist name or playlist, the player is receiving music.

• If it reads “Try Another Preset” or “Disconnected”, it's not connected.

Step 2: What Did You See?

A. Player Is Receiving Music (Green light or shows music info)

That means the problem is with the speakers or audio setup, not the music source.

Try these:

1. Turn up the volume on your stereo or amplifier.

2. Make sure the correct input (like Input 1, Input 2, or CD) is selected.

3. Ask your team: When was the music working last? Has anyone adjusted anything?

Here is a deeper dive on the AV issues: No Audio – Player Shows It’s Receiving Music

B. Player Is Not Receiving Music (Red/no light or shows “Disconnected”)

This likely points to a network or connection issue. Here's what to do:

1. Ensure the Ethernet cable is firmly plugged into both the player and the network.

2. Check with your IT or POS provider to confirm the player is allowed access.

3. If safe to do so, restart your router or network switch.

Here is a deeper dive on the IT issues: No Audio – Player Not Connected to the Network

Next Steps

• Audio issue? Make sure the audio equipment is powered on, properly connected, and set to the correct input.

• Network issue? Double-check all cables, and involve IT if there may be firewall or network restrictions.

• Still not working? A quick reboot of the player itself might help - turn it off, wait 10 seconds, and turn it back on

Need More Help?

Call Custom Channels Support at 303-444-7700 ext. 2
Leave a detailed message with:

• Your location name

• A clear description of what is happening

Or email those details to support@customchannels.net