• The ProFusion iH player does not have a power button. Unplug the power cable from the back of the ProFusion iH player to power the player off.
• Leave the ProFusion iH player unplugged for 30 seconds to 1 minute.
• Plug the power cable back in. The player will take about 1 to 2 minutes to fully boot up. Once the right-most Playback LED turns green, this indicates that music is now playing.

• Press for 1-2 seconds - Plays back IP address through the audio outputs.
• Press for 5 seconds - Resets the Online Control Panel password to default (admin/23646).
• Press for 25 seconds - Resets the Online Control Panel password and network settings (Ethernet and DHCP) to default.
• Short double click - Enables a Mobile Device to connect with the ProFusion player and begin setup through the alternative IP address.

• Verify the Power LED Light is green.
• Verify the power cable is properly connected at the wall outlet, at the external power supply, and at the back of the player.
• Verify the power cable is connected to a working electrical outlet. Have the client test the power outlet with another electrical device, if able.
• Power cycle the player.
• If the player still fails to power on or complete startup after performing the steps above, proceed to RMA the player.

If the player is damaged to the extent that it prevents playback or client control via the online control panel, proceed to RMA the player.

• Have the client immediately power off the player.
• Inform the client that, for their safety, they should not power the player on until a replacement player is received.
• Proceed to RMA the player.

• Have the client power off the player in order to confirm that the noise is being produced from the source player. Perform a full power cycle to confirm if the noise returns during or after startup.
• If the noise persists while the source player is powered down, the noise may be coming from the sound system equipment.
• If the noise persists from the source player after power cycling, it is usually caused by a defective hard drive. Proceed to RMA the player.

• Verify the player is truly losing power and rebooting. Power cycle the player.
• If it seems that the player is suddenly losing power completely, have the client try connecting the player's power supply to another outlet.
• Have the client check the online control panel for messages regarding error codes, muted zones, or dayparting events.
• Unless the player is always stopping playback during the same song, proceed to RMA the player.

Is the player stopping playback on the same song every time?

• The playback issue may be occurring due to that particular song being corrupted on the internal storage.
• Determine which program the affected song is playing from by reviewing the player's dayparting schedule.
• Once the affected program is determined, proceed to re-send the entire program via disc through Unity.

If the wrong power supply is used it can cause the player to stop working properly or stop working altogether(e.g. only some ports on the player work; screen is lit, but nothing is displayed). Use THIS guide to make sure the customer is using the correct power supply.

If a replacement was sent out, make sure the customer is using the power supply that came in the box and not the one from the old player.

• This message appears during the startup process if the player is unable to detect the micro SD card in the micro SD card slot.
• Remove the micro SD card and re-insert it securely into the micro SD card slot.
• Power cycle the player.
• If the error persists after power cycling, proceed to RMA the player.

This error occurs when:

• the data on the micro SD card is corrupted beyond the player's ability to recover.
• the micro SD card fails to read.
• the player's card reader hardware or other related components have failed.

• Power cycle the player.
• If the error persists after power cycling, proceed to RMA the player.

• This error indicates that the player cannot locate the micro SD card, or that data on the micro SD card is corrupted.
• Remove the micro SD card and re-insert it securely into the micro SD card slot.
• Power cycle the player.
• If the error persists after power cycling, proceed to RMA the player.

This message appears when:

• A) The player has been inactivated in Unity for non-payment or cancellation. Review the client's Oracle invoices and comments in Unity BEFORE providing an activation code.
• B) The player has not been updated in the last 5096 total days (247 days) and has not been updated during this timeframe. Review update history and verify the configuration number on the player to determine the reason for lack of update(s) AFTER providing an activation code.

If a client calls in and someone provides an unlock code, this unexpires the device for 90 days. If connectivity is not restored or the device does not receive an update within 90 days, it will expire on day 91.

• A 8-digit lock code should appear on the online control panel. Use the Device Reactivation tool in Unity to generate a 4-digit unlock code (NOTE: reactivation codes are unique to each player in Unity).
• Have the client enter the unlock code into the control panel and click Reactivate device.
• When the correct unlock code is entered, the control panel should return to the Zone page and allow music playback.

Unlock codes retrieved from Unity will expire at midnight in the client's time zone. A new lock code will generate on the player if the unlock code is not entered prior to midnight.

If a reactivation code is provided to the client, the player should always be re-activated via Unity. If the device record in Unity remains inactive, the player will eventually revert to "Machine Expired".

Need to reverse an RMA in Unity? E-mail Client Satisfaction Managers with the Device ID and reason why we need to reverse the RMA.

If the user remains idle on the control panel for a long period of time, the web session will end and produce a "session expired" message. Simply refresh the browser and log into the control panel once more to restart the session (the web user interface expires after 480 minutes of non-use; the Mood Controller app expires after 1440 minutes of non-use).

If the client is logging into the control panel with a username other than admin, the administrator for the control panel may have limited access to certain features and abilities for other logins (including the remote control). The user can confirm this by performing the following steps in the control panel:

• When logged into the control site, click Administration.
• If the Users tab cannot be accessed, the user is currently logged into the control panel via the username operator or user.
• If the Users tab can be accessed, the user is currently logged into the control panel as admin. Accessing this tab will allow the user to enable or disable other logins, as well as set permissions for each.

This error indicates that an update was sent to remove all existing programs on the player. This usually occurs when all programs are swapped on a player, and the update that will load the new programs was incomplete or skipped entirely.

• If the player is connecting to the network: The player will continue to download content during its network update window, but may take a very long time to download the entire style(s) over the network during its normal update window (depending on file size and network speed). To force an update outside of the player's normal update window:
• Press the navigation buttons on the front panel in the following order: ▲ ▲ ▲ ▼ ▼ ▼ -- this will automatically navigate to the <Network Control> menu.
• Press the ▼ button until <Update Music & Config> is selected; press the ✱ button to force-start an update.
• If the player is not connecting: The missing content should be sent via physical media. Re-send the entire style(s) via disc in Unity.
• If the player does not have a DVD-ROM drive: proceed to RMA the player. The replacement player will be fulfilled with the new style(s).

If a Pandora for Business player asks for an update CD, power cycle the player. If it keeps asking for a CD after that, RMA the player. Pandora for Business uses network-only players.

This error indicates that the player is currently in fulfillment mode. This occurs when the file system on the player is corrupted and reformatted automatically; this error cannot be cleared from the player. Proceed to RMA the player.

• Check the front panel indicator lights to determine playback status.
• Check the online control panel for messages regarding error codes, muted zones, or dayparting events.
• Power cycle the player. Have the client confirm that the POWER indicator light is lit to ensure that the player is receiving power.
• Verify that the selected zone is not muted in the online control panel. If the zone is muted, have the client adjust the zone volume by moving the volume slider or clicking the mute toggle button.
• Verify the RCA audio cables and audio adapter are securely connected to the appropriate output ports on the source player.
• Verify the other end of the RCA audio cables are securely connected to the appropriate input zones on the amplifier (varies based on model).
• Verify the sound system components (amplifier, mixer/processor, etc.) are turned on and receiving power.
• Verify the volume level on the sound system equipment (including wall volume controls, if present) is turned up to an appropriate level.
• Have the client confirm status of indicator lights on the amplifier and sound system equipment (ex. PROTECT, PEAK, PWR). If PROTECT or PEAK light turns off when the RCA cables are removed from the back of the amplifier, the source player may be overloading the amplifier zone (try lowering the source player volume to resolve). If the PROTECT or PEAK light remains illuminated after removing the RCA cables from the back of the amplifier, the amplifier may be defective and need to be replaced.
• If audio is not restored after performing the steps above (and the source player and sound system components show symptoms of normal playback), proceed to dispatch a technician.

• Check the front panel indicator lights to determine playback status.
• Confirm that the player is currently playing normally by having the client log in to the Online Control Panel.
• Verify whether the sound system components (amplifier, mixer/processor, etc.) are set up on an internal or electrical timer. If a timer exists, its schedule may be off.
• If playback continues to cut in and out unexpectedly after performing the steps above, proceed to dispatch a technician.

• Verify the date and time settings are correct on the player from the online control panel (NOTE: time zone setting is configured via Unity).
• Verify the player's default dayparting schedule within Unity. Search for time periods in the schedule during which no music is scheduled to play.
• If music is currently playing, check the online control panel for messages regarding error codes, muted zones, or dayparting events.
• Verify the player has the Default Schedule selected to play in the online control panel.
• If the player has multiple zones, perform the steps above for both zones. The client may have their audio cables switched to play their schedules in the opposite zones by mistake.
• Verify whether the sound system components (amplifier, mixer/processor, etc.) are set up on an internal or electrical timer. If a timer exists, its schedule may be off.
• If playback continues to start/stop at incorrect times after performing the steps above, proceed to RMA the player.

This message usually indicates that music program has not been selected for playback, or that no music is scheduled to play at the current time according to the selected dayparting schedule.

• Power cycle the player.
• If the player is not set on a dayparting schedule, select a program to play in the online control panel.
• If a custom schedule is selected in the control panel, have the client review the start and end times of each dayparting event in the custom schedule.

This message indicates that the player has been muted from the online control panel.

• Power cycle the player.
• Verify that the volume slider is not set to zero (to the far left) in the online control panel.
• Have the client try adjusting the volume slider to unmute the zone.
• Have the client try clicking on the speaker symbol to unmute the zone.

• Power cycle the player.
• Verify that the volume slider is set to maximum (to the far right) in the online control panel.
• Have the client verify that the RCA audio cable is securely inserted into the source player and the amplifier.
• Have the client try adjusting the volume for their audio output zone on their amplifier or sound system equipment.
• Verify the sound system components (amplifier, mixer/processor, etc.) are not losing power.
• Have the client confirm status of indicator lights on the amplifier and sound system equipment (ex. PROTECT, PEAK, PWR). If PROTECT or PEAK light turns off when the RCA cables are removed from the back of the amplifier, the source player may be overloading the amplifier zone (try lowering the source player volume to resolve). If the PROTECT or PEAK light remains illuminated after removing the RCA cables from the back of the amplifier, the amplifier may be defective and need to be replaced.
• If audio is not restored after performing the steps above (and the source player and sound system components show symptoms of normal playback), proceed to dispatch a technician.

This test result indicates that the player cannot detect an Ethernet cable, or that there is no connection detected from the networking equipment.

• Run a diagnostic test on the player.
• Verify that an Ethernet cable is securely connected to the back of the player.
• Verify the other end of the Ethernet cable is securely connected to the client's network router, modem, or switch.
• Confirm that the green and yellow traffic lights (located on or near the Ethernet port of the client's network equipment) are illuminated and/or blinking. Have the client try a different Ethernet cable, if present.
• If all network cabling is secure, and the Ethernet port on the client's network equipment is active, advise the client to contact their IT department or internet service provider.

Does the IP address display "Unavailable" in Network Settings?

• This usually indicates that the player is unable to get a lease of the static or DHCP IP address from the router.
• If a static address is assigned, verify no other DHCP device(s) connected to the router are using the same IP address.
• Verify if MAC filtering or access control has been enabled on the client's network; if so, ask the client to disable it (or add an exception on the network for the ProFusion player).

Does the player yield "Could not obtain IP"?

• The client's network router or switch through which the player is connected may require a reboot before attempting a test connection. Let the customer know that they will be without internet for at least 5 minutes until the router finishes booting up before doing this

This test result indicates that the player has detected an Ethernet cable or WiFi connection, but cannot reach the ProFusion update server to retrieve updates.

• Run a diagnostic test on the player.
• Verify the IP settings and update protocol in the online control panel. Compare these settings to the IP settings listed under the receiver record in Unity.
• If the IP type and address on the player does not match what we have in Unity, we will need to make them match. Ask the for the IP information they see and make sure to write that down. After that, have the customer put in the information we see in Unity. If the connectivity issue is not resolved, have the customer put in the information they originally had back on the player and change what we have in Unity to that.
• Verify the required network ports are open for inbound/outbound traffic.
• If the player successfully heartbeating but failing to connect for updates, try switching the player's update protocol (FTP ◄► SFTP) in the online control panel and test the connection again.
• If the IP settings on the player are confirmed to be correct and the player still yields this test result, advise the client to consult their IT department or ISP to confirm network and port settings. If the client has already confirmed all physical and virtual settings with IT/ISP, pull/send the logs and contact ProFusion Support for further troubleshooting.

While sounding similar, a control panel is different to a control site. They are not to be mixed or used interchangeably. They do different things.

Control Panel: Accessed via the methods mentioned in How to access the Online Control Panel

• Allows for immediate changes to the Settings of a player
• Allows for immediate changes of the program the player is on
• Used for checking connectivity and player configuration
• Not something the Harmony player has
• Not something needed by a player that has a screen

Control Site - Accessed via the https://control.mymood.com/ site

• Allows the user to Daypart, schedule messages, block songs, and view connectivity of their unit(s)
• All changes made on the control site are either pushed to the unit overnight during their update window or sent as a CD (for Disc updated units)

Is the IP address of the ProFusion iH player constantly changing? DHCP addresses have a "release-and-renew" rule that is usually set by the user's network or Internet service provider. For example: if 5 days is the release-and-renew rule time, the IP address will change after 5 days. The client may need to have their Internet service provider extend the release-and-renew rule as far as they are able (i.e. 30 days, 60 days, 1 year, etc.) OR assign a static IP address to the player to prevent reassignment OR simply use the URL solution instead.

How can I confirm if the ProFusion iH is on the same network as the computer? In order for the user's computer and player to be on the same network, the first three octets of their IP addresses must match. As an example, let's assume that the ProFusion iH's IP address is 192.168.14.32. If the computer's IP address is 192.168.14.45, then the computer and player are on the same network. However, if the computer's IP address is 192.168.47.105, the computer is not on the same network as the player; this is known because the third octet of each IP address does not match.

Is the IP address redirecting to a Google or Bing search in the web browser? Try entering the IP address in the URL field using the following format: http://xxx.xxx.xxx.xxx

Player unable to find desired Wi-Fi network? Verify that the player is within range of the desired Wi-Fi network (no more than 100 unobstructed meters). Verify that the wireless router is powered on and functioning normally. Verify that the network is broadcasting at 2.4GHz and NOT 5GHz (the ProFusion iH cannot connect to a 5GHz network).

METHOD #4: Router settings & arp table If all other IP discovery methods have been unsuccessful, the client may have the ability to log into their network router settings and view the IP addresses for all connecting devices (usually listed by MAC address). This procedure varies based on router manufacturer and model; advise the client to contact the router manufacturer's customer support for assistance. Alternatively, the client can attempt to run an arp table from a computer on the same network as their ProFusion iH player.
How to run an arp table
WINDOWS: Start menu ► type in "Command Prompt" ► press the ENTER key. MAC: Finder ► Applications ► Utilities ► open the Terminal application. A small black window should appear. Type in "arp -a" and press the ENTER key.
How to read arp table results
The Physical Address column displays a list of MAC addresses for connected devices. The client can retrieve the MAC address from the bottom of the ProFusion iH player. If the player's MAC address is not listed in the arp table, the player is not connected to the network. If the player's MAC address is listed in the arp table, the player's assigned IP address will be listed in the Internet Address column.

Clients often have difficulty with the initial setup of their ProFusion iH player. Several common setup configurations that clients attempt are illustrated below:

	This setup is NOT valid. Clients may attempt to connect their ProFusion player directly via an Ethernet cable to a nearby computer, believing this will establish an Internet connection. This setup can be accomplished through the use of advanced Ethernet port-forwarding, but generally clients try this setup by mistake. If the client does wish to use port-forwarding through a computer, have them consult their IT/ISP contact.
	This setup is valid. However, most clients will have a network router between the cable modem and network-ready devices (see next setup).
	This setup is valid. Most clients will use this setup for wired (Ethernet) connectivity.
	This setup is NOT valid. In this setup, the computer and ProFusion player are connected to separate routers, and will likely be assigned IP addresses on different networks.
	This setup is valid. Most clients will use this setup for WiFi connectivity. Once the ProFusion player is connected via WiFi, a computer can be used to access the online control panel via the same network.

Before a client can access their online control panel, it is necessary to discover the IP address assigned to the ProFusion player. This IP address is used to access the online control panel via a web browser.

This test result indicates that the player is configured to connect to a proxy server, but a network setting may be incorrect on the player or on the client's proxy network.

• Run a diagnostic test on the player.
• Verify the IP settings on the player are correct in the online control panel. Compare these settings to the IP settings listed under the receiver record in Unity.
• Verify the required network ports are open for inbound/outbound traffic.
• If the IP settings on the player are confirmed to be correct and the player still yields this test result, advise the client to consult their IT department or ISP to confirm network and port settings. If the client has already confirmed all physical and virtual settings with IT/ISP, pull/send the logs and contact ProFusion Support for further troubleshooting.

This test result indicates that the Device Update Server has been changed in the player settings. Perform a diagnostic test on the player.

• This error can be cleared by either adjusting the update server address (should be 199.204.61.120) or re-sending the latest config via network update in Unity, then performing a test connection after the update queues in Unity.

This error is known as an NIF lock. It occurs when a client has manually changed network settings through the online control panel.

• If the player is connecting to the network: Unity should update the device form with the network settings changes and send an NIF unlock command automatically. (NOTE: There are a couple of exceptions where Unity will not automatically unlock a connecting device that has reported the NIF lock. These devices will be updated manually in Unity by ProFusion Support with the reported network settings found in the Advanced tab or in device logs.)
• If error code 28 is received after a CD update: Proceed to send an NIF unlock command via Unity.

Do NOT send an NIF unlock command if you see network settings in the Advanced tab. Contact ProFusion Support via e-mail to assist with the NIF unlock if network settings are shown.

If a ProFusion is fulfilled with an IP or gateway that has .0 for the last octet, it causes an error in the device that makes it reject any changes to the ethernet settings. Contact ProFusion Support for more information.

The ProFusion iH diagnostic test may provide additional information regarding existing network connection errors. To begin the diagnostic test:

• From the online control panel, have the client click <Administration> in the top-left corner.
• Click <NETWORK> from the menu on the left side of the online control panel.
• Click on the Diagnostic tab at the top of the online control panel.
• Click the Start button in the center of the online control panel.
• The player will run a 7-step configuration test for a few seconds and yield a test result.

The diagnostic tool is only available to players with firmware version 2.30.0 or higher.

The ProFusion iH diagnostic test yields error codes in the following format: WXYZZ

Use the following table to identify encountered error codes and their solutions.

This tool can be used to test valid connections to the player's control panel on the LAN or to Pandora's servers on the WAN:

• WINDOWS: Start menu ► type in "Command Prompt" ► press the ENTER key.
• MAC: Finder ► Applications ► Utilities ► open the Terminal application.
• A small black window should appear. Type in "ping " (with a space) and the IP address you wish to ping and press the ENTER key.
• The command prompt will attempt to ping the IP address provided; when finished, the command prompt will display packages sent, received, and lost.

Command prompt displays "Destination Host Unreachable"? This message indicates one of two problems: either the local system has no route to the desired destination, or a remote router reports that it has no route to the destination. If the message is simply "Destination Host Unreachable," then there is no route from the local system, and the packets to be sent were never put on the wire. If the message is "Reply From [IP address]: Destination Host Unreachable," then the routing problem occurred at a remote router, whose address is indicated by the [IP address] field.

Command prompt displays "Request Timed Out"? This message indicates that no Echo Reply messages were received within the default time of 1 second. This can be due to many different causes; the most common include network congestion, the host did not receive a response (i.e. Pandora is down), or network ports allowing communication are closed.

• Have the client insert a USB drive into an available USB port on the ProFusion iH player.
• Have the client access the control panel and navigate to <Administration> ▶ <Device Information>.
• Have the client click on the <Diagnostics> tab at the top of the control panel window.
• Have the client select the USB drive from the drop-down menu labeled "Target USB Drive:".
• Have the client click the "Write logs" button. This will copy the device logs to the USB drive. When finished, the following message should appear: Logs successfully saved to the USB drive as ProFusion-iO-YYYYMMDD.NNNNNN.dat Insert the USB drive into a computer to email the logs to Mood for further diagnostics.
• Remove the USB flash drive from the player and insert it into an available computer/PC.
• Open the USB flash drive's folder directory and copy the file for which the names begins with "ProFusion-" and ends in ".dat" (ex. ProFusion-iS-20170130.143954.dat).
• Have the client send you this file via e-mail.
• When you receive the e-mail, forward this file via e-mail to the ProFusion Support team.

The Mood Controller app allows clients to set up the ProFusion iH on a wired connection (or directly on a WiFi network) without the use of a computer. The app also allows users to input static IP information during initial setup, allowing for easier installation on static-only networks. When the ProFusion iH player is successfully installed, the Mood Controller app can be used to access and make changes to the player. Clients can download the Mood Controller app through the Google Play Store on their Android mobile device, or through the App Store on their Apple mobile device.

Mood Controller App Guide

Required for use:

• Mood Controller App (download from AppStore or Google Play)
• ProFusion iH with firmware version 2.18.1 or later (all new players have this)
• ProFusion remote control (included with new players)

To begin setup:

• Download and open the Mood Controller app on a mobile device.
• Press and hold the blue button on the ProFusion remote control (under the like/thumbs-up button) until the network light begins to alternate between orange and green.
• Follow the step-by-step directions to connect the ProFusion iH to the network, activate the player, and begin controlling the music.

1. Insert a USB thumb drive into your computer's USB port. If there are any files already on the drive, then delete them.

We advise using a USB thumb drive that is 32 GB or smaller. If you wish to use a larger drive, it needs to be formatted as FAT32.

2. Click the "HERE" link above for the update you wish to burn - a zip file will be downloaded to your computer.
3. Go to your computer's downloads directory and open the zip file.
4. Within the zip file, there is a directory called "update" and a file called "pficon". Copy both of these to your USB drive.
5. Once the copy Is complete, the USB thumb drive can be inserted into the USB port on the ProFusion device.
6. The device will automatically start the process of copying the files from the USB stick onto its local storage.
7. If you are logged into the ProFusion device using the web user interface, you will see a popup message that displays "Updating. Please wait…". The popup will go away when it has completed the process