hey ProFusion iO

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Common Issues

Hardware Issues

Power cycle the ProFusion iO

  • While the player is on, press the STANDBY button on the remote control (or from the online control panel) and allow the device to enter "standby" mode. The POWER indicator light should turn red.
  • Push the ON/OFF button on the back of the player to fully power down the player.
  • Remove the power cable from the back of the player for 30 seconds.
  • Re-insert the power cable into the back of the player.
  • Press the ON/OFF button on the back of the player into the ON position.
  • The player should initialize for several stages and resume music playback (if Internet connectivity is established).

If the customer was previously logged into the Online Control Panel, the customer will need to refesh the page and log into it once again.

Reset button functions

  • 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.

Player fails to power on or complete startup

  • 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.
  • Verify the ON/OFF button on the back of the player is in the ON position.
  • 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.

Remote control buttons are nonresponsive

  • Power cycle the player.
  • Verify that the remote control has two (2) charged AAA batteries.
  • Verify that the RemoteControl user in the online control panel has permissions enabled.
  • If the player does not respond to button presses after startup is complete, proceed to replace the remote control. If a replacement remote control was already sent, proceed to RMA the player.

Player is physically damaged

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

Player is producing an unacceptable noise

  • 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, proceed to RMA the player.

Software Issues

Online control displays "No Playback - Fatal Error"

  • This error indicates that the player cannot locate the SD card, or that data on the SD card is corrupted.
  • If the client has a small Phillips-head screwdriver available, have them power down the player, remove the small plate on the side of the player, remove the SD card and re-insert it securely into the SD card slot.
  • Power cycle the player.
  • If the error persists after power cycling, proceed to RMA the player.

Online control displays "Your ProFusion Device Has Expired"

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".

Older Profusion players may display a 6 digit unlock code instead of the regular 8 digit unlock code. Please follow the below steps here to generate an unlock code. If the document doesn't take you to page 51 directly, please proceed to scroll there and follow the instructions under 26.1 Menu Unlock

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.

Online control panel displays "Authorization Error" or "Error Code 6"

This error occurs when the Mix Pro has not been activated by creating a mix in the Mix control site or app.

  • Have the user log into the Mix control site, create a mix, and select the newly-created mix for playback.
  • Verify that Schedule Mode is set to OFF (if it's turned ON and no schedule is created, the player may encounter an authorization error).
  • This error may also occur when the Mix Pro is reactivated via Unity. To resolve, have the client perform an "Update Configuration" command from the online control panel.
  • If the error persists, proceed to troubleshoot connectivity.
  • If the error still persists, contact the CS Tier 2 team to report the issue. Please include Oracle account number, POC name/e-mail, e-mail used to log into Mix, Device ID(s) and/or serial number(s) in your e-mail.

Online control panel displays "Session Expired"

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).

Online control panel functions are disabled

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.

Online control panel displays "We are currently experiencing issues ..."

  • Power cycle the player.
  • Make sure the player is connecting. Troubleshoot connectivity if needed.
  • Make sure the correct Update Server is selected.
  • If the player is still displaying the same error, proceed to RMA. This occurs when the client's device reports a System Fault error due to a corrupt SD Card.

Player fails to respond to commands from Mix app/website

  • Power cycle the player.
  • Check the online control panel for messages regarding error codes or network events. If the track title/artist are displayed in the Mix control site/app and the track progress is moving, it's a good indication that music is streaming to the source player normally.
  • Verify that the player is properly associated to the correct user in the Mix admin control site (should be displayed as Device ID ######-1).
  • If the player is not associated in the Mix admin control site (or associated to the wrong user), contact the CS Tier 2 team to report the issue. Please include Oracle account number, POC name/e-mail, e-mail used to log into Mix, Device ID(s) and/or serial number(s) in your e-mail.

Magento Issues

Unable to update credit card

Customers won't be able to remove a credit card they no longer want to use if that credit card is assigned to a subscriptions. To update their credit card, the customer needs to do the following:

  • Add a new card.
  • Assign this new card to all the subscriptions that need a new credit card added to them.
  • Make sure that the old credit card that they want to get rid of is no longer assigned to any subscriptions.
  • Customers should now be able to delete the old credit card and see the new card on file.

If the customer is still unable to delete the credit card after following the steps above or they are unable to add a new credit card, please make sure to fill in this form.

Missing the 'Activate' button on deactivated subscriptuon

We are unable to reactivate subscriptions for customers. If a subscription was cancelled due to non-payment or if a customer cancelled a subscription in the past due to various reasons, they need to do the following in order to reactivate it:

  • Log into their pandora.moodmedia.com account.
  • Click on the 'My Hardware' button that will be found on the left side of their screen.
  • On this new page, click on 'Reactivate' that can be found on the right side of the subscription number. Please note that the button might say 'Buy New' or 'Activate'

If the customer is missing this button, please make sure to fill in this form.

Pandora BOYD key

Customers have the option to get Pandora for Business without ordering a player. When they opt for B.O.Y.D (Bring Your Own Device), they will receive a key which they will need to type into the Pandora for Business app in order to activate it. Ask customers to check their SPAM box if they call in to say that they didn't receive the email with the key. If they received the email but the key doesn't work or if they can't find the email anywhere, please do the following:

  • In Magento, access the customer's subscription.
  • On the left side of this new page, click on 'Devices'.
  • Scroll down until you see the 'Additional Information' field and you will find the key in it.
  • Note: The highlighted part of the below picture is the key. Please be careful to provide the customer with the correct information. This key is case-sensitive. Make sure the customer is aware of that.

If the key we provided to the customer doesn't work, or if the customer wants to tie a different device to their Pandora for Business app, the subscription needs to be cancelled, you need to fill in this form to ask for a refund, and the customer needs to order a new Pandora for Business B.Y.O.D Subscription.

Audio Issues

No audio output

  • Power cycle the player. Have the client confirm that the POWER indicator light is lit to ensure that the player is receiving power.
  • Check the online control panel for messages regarding error codes, muted zones, or dayparting events. If the track title/artist and album art are displayed, it's a good indication that music is playing from the source player normally.
  • Verify that the volume slider in the online control panel is turned up to its highest settings (100) and not muted.
  • Verify the RCA audio cables are securely connected to the appropriate output zones on the source player (Zone 1/L and Zone 2/R).
  • 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.

Audio cutting in and out

  • Confirm that the iO is currently playing normally in by having the customer login to their 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 start/stop at incorrect times after performing the steps above, proceed to RMA the player.

Playback starts/stops at incorrect time(s)

  • The ProFusion iO retrieves its date and time setting from the Internet upon installation. However, the date/time and time zone can be adjusted in the control panel by accessing the <Settings> menu and clicking the Edit button at the bottom of the page.
  • If a client has a dayparting schedule set in the control panel, verify that the schedule type is set to "Custom Schedule" in the <Schedule Control> menu of the control panel.
  • Have the client review the start and end times of each dayparting event in the custom schedule.
  • 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.

Playback stops after several songs, or stops in the middle of a track and starts a new song

These symptoms usually indicate there is an issue with the client's network (either bandwidth limitations or WiFi signal difficulties).

  • Power cycle the player.
  • Verify the client's network has enough bandwidth for the ProFusion iO player to stream. If the player fails to download data fast enough, the player will not be able to consistently stream music.
  • Have the client visit www.speedtest.net from a computer on their network to test speed/bandwidth (NOTE: this online tool is not licensed by Mood Media and is only used to determine approximate bandwidth for a client's network).
  • Run a network diagnostic test on the player.
  • If the control panel often displays a small window with the word "Loading..." and a progress bar, this is often indicative of slow network traffic.
  • If the ProFusion iO player is connected via WiFi, these symptoms may be caused by a signal reception issue.
  • Installing the player on a glass or metal surface can cause poor WiFi reception.
  • Walls and long distances between the player and WiFi router can also cause poor WiFi reception.
  • The Pro iO Network Requirements guide provides additional information regarding wireless range.

A firewall, such as a SonicWall, on the client's network can potentially cause songs to cut out intermittently. The client would have to work with their firewall provider to fix any network blockages that are affecting Pandora iO playback.

Playback stops after several songs, or stops in middle of track and starts new song

  • The player may be rebooting. Have the client check the Mix control site for messages regarding error codes, muted zones, or dayparting events.
  • Power cycle the player.
  • Unless the player is always stopping playback during the same song, proceed to RMA the player.
  • The player may be experiencing network bandwidth issues that are preventing the player from downloading content consistently. Proceed to troubleshoot connectivity.

Player is repeating songs frequently

Is the front panel displaying "Playing from cache - check network connection"? This indicates that the player has entered hybrid mode. Proceed to troubleshoot connectivity.

  • This issue may occur when the player is playing a default playlist (if a Mix hasn't been created on the device). Have the user create a new mix and select it for playback.
  • If the user selects several elements or programs of a similar genre, the user may hear some of the same tracks in each element/program. If this is the case, have the user diversify the elements/programs included in their selected mix.
  • If the repetition still persists after performing the steps above, contact the CS Tier 2 team to report the issue. Please include Oracle account number, POC name/e-mail, e-mail used to log into Mix, Device ID(s) and/or serial number(s), and titles of repeating songs/elements in your e-mail.

Mix control site/app displays "Playing from Cache"

This message appears when the Mix Pro player is in Hybrid Mode.

  • Perform network troubleshooting to ensure that the player re-connects to the Mix stream.
  • Once the player has reconnected to the Mix stream, send a config update in Unity and force an update on the ProFusion player..

Is the player playing holiday music from the cache? This occurs when a Mix Pro player loses connectivity when the player is playing a holiday mix. To correct this, restore connectivity to the player to allow it to revert to streaming mode, then e-mail david.budge@moodmedia.com with the Device ID of the player and ask him to purge the cache of the player to delete the saved holiday music; this will force the player to download new cache files.

Online control panel displays "Zone Stopped"

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.

Online control panel displays "Zone Muted"

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.

Volume fluctuation between songs

  • 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.

Client reports explicit content

If a client reports hearing explicit lyrics, have the client confirm that the explicit content filter is turned ON in the control panel AND for the personal Pandora account that is being used.

PFB Control Panel:

  • Have the client access the Pandora menu on the Administration page of the control panel.
  • Click the Edit button at the bottom of the page.
  • Confirm that the setting for the Explicit Content Filter is set to: No. Do not allow explicit content.

Pandora Account:

  • Have the client log in to www.pandora.com.
  • Click the username drop-down in the top-right corner and click on Settings.
  • Click on Content Settings (in the menu on the left side of the screen).
  • Confirm that the setting for the Explicit Content Filter is set to: Off

If either of these filters is turned OFF, it may allow explicit content to stream to the ProFusion iO player. If both explicit content filters were already turned ON prior to the incident, send an e-mail to the Pandora Support team using the template below. Inform the client that we have sent their inquiry to the support team at Pandora to research the incident.

To: mgpi-maintenance@pandora.com
Cc: api-support@pandora.com
Subject: Pandora For Business - Explicit Content Report
Body: E-mail address of the Pandora account:
Track title & artist:
Station that played the track:
The approximate date/time they heard the song:
Serial number:
MAC address:

We have confirmed that the explicit filter is turned ON in the control panel and for the personal Pandora account that is being used.

Unexpected error occurs after selecting station(s)

The control site will yield "unexpected error" when selecting a style that includes enhanced emoticons/emojis in its name. These emoticons/emojis will not appear on the control site, even if they are present. To resolve the issue, access the account via Pandora.com, edit the style name and remove any emoticons/emojis.

This error will appear in the form of a popup message when the error is caused by an emoticon/emoji in the name of one of the stations. If the Unexpected Error Occurred message is shown as a standard error message and not a popup, proceed to troubleshoot network connectivity instead.

Network Issues

ProFusion iO network requirements

The following ports should be open for inbound and outbound traffic to/from the ProFusion Update Server (CLT). The player's update protocol and server address settings can be found under the <Set Protocol> menu on the Online Control Panel.

If the player's update protocol is set to FTP: Port: 21 (FTP - TCP/UDP)   ⇋   Server: 199.204.61.120
If the player's update protocol is set to SFTP: Port: 22 (SFTP - TCP/UDP)   ⇋   Server: 199.204.61.120
If the player's update protocol is set to HTTPS: Port: 443 (HTTPS - TCP)   ⇋   Server: 199.204.61.120
If the player has been configured to heartbeat: Port: 80 (HTTP - TCP)   ⇋   Server: 184.73.209.217

All connections to the ProFusion are initiated by the ProFusion itself and not by the update server.

Clients can be provided the ProFusion Networking Guide for use in troubleshooting with their IT department or internet service provider.

Does the client wish to connect the player via HTTPS?

  • HTTPS is only allowed when connecting to our public servers.
  • If the player is NOT connecting, the client cannot simply change the protocol to HTTPS from the player menu.
  • The client must manually enter the host name fm-wdav-01.moodmedia.com (for CLT) and update-profusion.moodmedia.com (for CLOUD) into the IP address field of the <Update Server>72 menu.
  • If the player IS connecting, we should be able to set the protocol to HTTPS in Unity and send a configuration update via the network.

Does the client wish to connect the player to a proxy server?

  • The ports listed above will need to be open for inbound and outbound traffic to/from the client's proxy server.
  • The client will need to enable the proxy server on the player via the <Network Control> menu in the Online Control Panel.

Pandora iO network requirements

The following ports should be open for inbound and outbound traffic to/from the ProFusion Update Server (CLT) and Pandora Streaming Server. The player's update protocol and server address settings can be found under the <Update> page on the Administration section of the online control panel.

If the player's update protocol is set to FTP: Port: 21 (FTP - TCP/UDP)   ⇋   Server: 199.204.61.120
If the player's update protocol is set to SFTP: Port: 22 (SFTP - TCP/UDP)   ⇋   Server: 199.204.61.120
If the player's update protocol is set to HTTPS: Port: 443 (HTTPS - TCP)   ⇋   Server: 199.204.61.120
Required for ProFusion heartbeat functionality: Port: 80 (HTTP - TCP)   ⇋   Server: 184.73.209.217
Required for Pandora music streaming: Port: 80 (HTTP - TCP)   ⇋   EXTERNALLY*
Required for Pandora music streaming: Port: 443 (HTTPS - TCP)   ⇋   EXTERNALLY*
Required for control panel access: Port: 80 (HTTP - TCP)   ⇋   INTERNALLY ONLY
Optional for Java discovery tool functionality: Port: 5353 (Multicast)   ⇋   INTERNALLY ONLY

** For the purpose of availability and reliability, Pandora utilizes multiple server locations for streaming audio. In order to support these streaming services, ports 80 and 443 should be allowed unimpeded external access.

BANDWIDTH REQUIREMENTS: A consistent bandwidth of no less than 150 Kbps is required for Pandora for business streaming services. Higher bandwidth connections will provide more consistent service especially when network traffics loads are greater. Dial up services are not supported.

All connections to the ProFusion are initiated by the ProFusion itself and not by the update server.

Clients can be provided the ProFusion Network Requirements guide for use in troubleshooting with their IT department or internet service provider.
Instructions on how to view and change network settings on the player can be found in the User Guide starting at page 24.

Does the client wish to connect the player via HTTPS? The client must manually enter the host name fm-wdav-01.moodmedia.com into the Address field in the <Update> section of the online control panel. If the player is connecting, Mood CS should be able to set protocol to HTTPS in Unity and send a config update via the network.

Mix ProFusion iO network requirements

The following ports should be open for inbound and outbound traffic to/from the ProFusion Update Server (CLT). The player's update protocol and server address settings can be found under the <Update> section of the online control panel.

If the player's update protocol is set to FTP: Port: 21 (FTP - TCP/UDP)   ⇋   Server: 199.204.61.120
If the player's update protocol is set to SFTP: Port: 22 (SFTP - TCP/UDP)   ⇋   Server: 199.204.61.120
If the player's update protocol is set to HTTPS: Port: 443 (HTTPS - TCP)   ⇋   Server: 199.204.61.120
Required for Mix streaming server: Port: 443 (HTTPS - TCP)   ⇋   Server: 199.204.61.120
Required for Mix streaming server: Port: 80 (HTTP - TCP)   ⇋   Server: 199.204.61.120
If the player has been configured to heartbeat: Port: 80 (HTTP - TCP)   ⇋   Server: 184.73.209.217

The following URLs may need to be white-listed on the client's network website/content filter in order for the player to properly stream music:

  • https://mix.moodmedia.com (Port 443)
  • http://onlinedj.s3.amazonaws.com (Port 80)
  • https://d2mxawcko1ots5.cloudfront.net (Port 443)
  • https://pubnub.ably.io (Port 443)
  • *.dfw50.r.cloudfront.net (Port 443)

The client's network must be capable of continuous audio streaming (at least 150 Kbps). Network speed can be tested by the client's Internet service provider.

All connections to the ProFusion are initiated by the ProFusion itself and not by the update server.

Clients can be provided the ProFusion Networking Guide for use in troubleshooting with their IT department or internet service provider.
Instructions on how to view and change network settings on the player can be found in the User Guide starting at page 13.

ProFusion Connectivity Guide (Basic)
ProFusion Connectivity Guide (Advanced)

Test connection result: "Test Failed, Network Link Down"

Test connection result: "Test Failed, Connection Error"

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 from the online control panel.
  • Verify the IP settings and update protocol are correct 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 <Update Server>72 menu 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.

Control Panel VS Control Site

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)

Common ProFusion iO setup & discovery issues

METHOD #1: Using an alternate IP address

Similar to using the URL, this IP address doesn't change and can be used to access any Onboard Control Panel, despite the player's IP address.
How to open the Onboard Control Panel using the alternate IP Address
  • Put the Profusion iO into hotspot/discovery mode by holding the blue button down on the IR remote for 3 to 5 seconds while pointing it at the player.If the customer doesn't have the remote, they can put the player in hotspot mode by doing a quick double-tap of the reset button on the back of the player using a paperclip.
  • Ask the client to go to the device they're using to set up the iO and go into the device's WiFi settings and join the Profusion's hotspot. (SSID will be PROFUSION-XXXXXX where the X's are the Device ID.)
  • Have the client open their internet browser and go to https://10.219.4.193 (this works on every device)
  • If the customer sees the CS MOOD HUB page when accessing the IP, have them turn off their Mobile data and redo the process.
  • If successful, the client will see the "certificate expired" screen. Have the client bypass this screen by clicking Advanced, then Proceed Anyway. On the login page, type the default user credentials. admin / 23646

Is the IP address of the ProFusion iO 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 iO 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 iO'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 iO cannot connect to a 5GHz network).

METHOD #2: MOOD Controller app

The MOOD Controller app allows clients to set up the ProFusion iO 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. 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.
App is unable to locate ProFusion iH player
  • The MOOD Controller app requires use of the new 802.11n 300Mbps USB WiFi adapter. The USB WiFi adapters provided with new players prior to February 2016 are not compatible for use with the MOOD Controller app. Replace with the new wireless adapter if necessary.
  • The MOOD Controller app also requires that the ProFusion iO player have firmware version 2.18.1 or later installed. Contact Product Support with the player's Device ID if the latest firmware needs to be downloaded to the player.
  • Verify the player is in discovery mode (the LINK light should be alternating red and green) when attempting to discover the player. If the player is not in discovery mode, have the client press and hold the blue button (just under the "like" button) on the remote control until the LINK light begins to alternate red and green. Alternatively, have customers press the reset button 2 times to enter discovery mode.
  • If the app is still unable to locate the player when in discovery mode, have the client use the Email Log tool to send feedback to the developers and attempt to discover the player by another method. If all other discovery methods have failed, proceed to RMA the player.
App fails to proceed to next step or crashes
  • If the app freezes when it attempts to connect to the player or network, have the client force-quit the app and restart their mobile device.
  • If the app continues to freeze or crash on the same step during setup, have the client use the Email Log tool to send feedback to the developers and attempt to discover the player by another method. If all other discovery methods have failed, proceed to RMA the player.

METHOD #3: Player speaks IP address with a two-second reset

There is a pin-size RESET button on the back of the ProFusion iO player. In addition to other functions, this RESET button can be pressed and held for two (2) seconds to command the player to speak the assigned IP address via its RCA audio outputs. The player will speak the IP address one digit at a time, and will pronounce "dot" to designate the end of each octet.
Player fails to speak IP address after the two-second reset
  • Confirm the RCA cables are securely connected to the audio output ports on the ProFusion iO player and to the appropriate input port(s) on the client's sound system equipment.
  • Confirm the volume levels on the client's sound system equipment for the connected input zone are turned up to an appropriate level.
  • Have the client connect the RCA cables to an alternate input zone, if present.
  • If the player fails to speak the IP address after performing the steps above, attempt to discover the IP address by another method. If all other discovery methods have failed, proceed to RMA the player.
Player speaks IP address as 0.0.0.0
  • This usually indicates that the player is unable to establish a valid connection to the Internet.
  • Verify the Ethernet cable is securely connected to the back of the player and to an available port on the client's network router or switch.
  • Verify the USB WiFi adapter is not connected to the back of the player. This sometimes confuses the player when attempting to connect via a wired connection.
  • The network ports necessary for internal and/or external network traffic may be closed. The client can contact their Internet service provider (ISP) to confirm network port status.
  • The client's network may only be configured for static IP addresses. The ProFusion iO requires a dynamically assigned (DHCP) IP address for initial setup. If the client's network is configured for static IP addresses only, the client will need to setup their player using the MOOD Controller app or connect the player to a DHCP-allowed network for initial setup.
  • If the player continues to speak the IP address as 0.0.0.0 after performing the steps above, attempt to discover the IP address by another available method. If all other discovery methods have failed, proceed to RMA the player.

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 iO 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 iO 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.

METHOD #5: Using the Device URL

Using the Device URL can be easier since the client doesn't have to figure out the IP address of the player.

How to open the Onboard Control Panel using the URL
  • Ensure that the Profusion iO is on the same network as the client's computer/mobile device.
  • Instruct the customer to type in https://profusion-XXXXXX.local/admin.shtml into a web browser. (Instead of X's, have the client type the device's DEVICE ID there instead - EX. https://profusion-398994.local/admin.shtml)
  • If successful, the client will see the "certificate expired" screen. Have the client bypass this screen by clicking Advanced, then Proceed Anyway. On the login page, type the default user credentials. admin / 23646

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 iO 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 iO 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 iO 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 iO player. This IP address is used to access the online control panel via a web browser. There are four ways to discover the IP address for a ProFusion iO player:

Online control panel displays "Error code: 28" or "NIF Lock"

This error is known as an NIF lock. It occurs when a client has manually changed network settings through the player's menu.

  • 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 the player is NOT connecting to the network: Proceed to send an NIF unlock command via Unity.
  • 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.

Mix - Front panel displays "Error code: 28" or "NIF Lock"

  • This error occurs when the Mix Pro device has a timeout issue.
  • Have the client run a network diagnostic check on their device to see if it can resolve the hostname.
  • If it is not resolved, have the client check if the following URLs are whitelisted on their network.
  • https://mix.moodmedia.com (Port 443)
  • http://onlinedj.s3.amazonaws.com (Port 80)
  • https://d2mxawcko1ots5.cloudfront.net (Port 443)
  • https://pubnub.ably.io (Port 443)
  • *.dfw50.r.cloudfront.net (Port 443)

Network update error codes

Error Code Issue Solutions
10 Update Connect Error The player is unable to connect to the network. Verify IP settings28 on the player and verify network port settings.
11 File Directory Error The player is connecting to the FTP server but there is no directory folder on the FTP server for the player. Send a network update via Unity. Once the job has generated in Unity, another attempt can be made to connect the player.
13 Update Error This error is generated during the transferring of files to/from the player. Power cycle the player and attempt the download again.
14 System Error Power cycle the player and attempt the download again. If the error persists, proceed to RMA the player.
15 Update Paused The update process was manually paused on the player. To continue updating, select <Update Music & Config> from the player menu.
16 Connection Dropped Connection to the network was dropped by the player or network router. Attempt another network connection by selecting <Update Music & Config> from the player menu. If the error persists, verify network settings on the player and verify network port settings.
17 Drive is Full Check the player's style list in Unity and verify the player is not exceeding the style limits for its hard drive or SD card capacity.
18 Could not obtain IP Address The player in unable to "talk" to the network router/server. Verify IP settings28 on the player and verify network port settings.
28 NIF Lock See section regarding Error code 28 / NIF Lock
51 Network Link Down This error code can either indicate a connection failure (Network Link Down) or can be a part of a "Select FTP Server" fulfillment menu failure. If the client can return to the main menu and navigate through different options, the player is not detecting an Ethernet cable. If the player reverts to "Select FTP Server", there is a fulfillment issue with the player that requires an RMA.

Update processing error codes

Error Code Issue Solutions
10 PF in update not allowed in UPF Power cycle the player and attempt to run the update again. If the update fails again, generate a replacement job via Unity. If the replacement job fails to update, proceed to RMA the player.
11 Could not parse on of the SPFs
12 Could not parse on of the ZIFs
13 Could not open Commands.CFG file
14 Could not parse Commands.CFG file
15 Could not parse one of the SSFs
16 Could not parse update UPF
17 Could not parse updated UPF
18 Could not parse update MIF
19 No PFC for MIF tos update
20 Could not validate update NIF Verify the network settings in Unity are correct and valid prior to recreating job. If the replacement job fails to update, proceed to RMA the player.
21 Could not find Zone ID for updated MSG The Zone ID contained in the update file does not exist on the player. Check the device settings in Unity and send a replacement job.
22 Could not parse updated MSG Power cycle the player and attempt to run the update again. If the update fails again, generate a replacement job via Unity. If the replacement job fails to update, proceed to RMA the player.
23 MSG PFC content not found in update or current content
24 Could not find Zone ID for updated SSF
25 Could not parse updated SSF
26 Could not find Zone ID for update CBF The Zone ID contained in the update could not be found. Verify device settings in Unity to ensure the player's zones are set up properly. Power cycle the player and attempt to run the update again. If the update fails again, generate a replacement job via Unity. If the replacement job fails to update, proceed to RMA the player.
27 Could not parse updated MSG Power cycle the player and attempt to run the update again. If the update fails again, generate a replacement job via Unity. If the replacement job fails to update, proceed to RMA the player.
28 NIF Lock Click here for more information.
29 Disk is Full

The player has used all remaining space on the SD card (or hard drive), and the player requires all existing files for playback. Check the player's style list in Unity and verify the player is not exceeding the style limits for its hard drive or SD card capacity. If the player's content storage in Unity shows space available for new content and the player is still yielding error code 29, pull/send the logs to the ProFusion Support team.

If the ProFusion is NOT on software version 2.22.2 or later, have the client attempt the update repeatedly (this will force the device to continue deleting storage in the cache in order for the new content to load to the player).
30 Could not find Zone for MOH The Zone ID contained in the update does not exist on the player. Verify player settings in Unity and contact the scheduling team to verify the correct zone is specified in the message file.
31 Could not parse MOH Power cycle the player and attempt to run the update again. If the update fails again, generate a replacement job via Unity. If the replacement job fails to update, proceed to RMA the player.
32 Update contains older config Click here for more information.
33 Player is unable to play its scheduled style Click here for more information.

Mix Pro Error Codes

Error Code Issue Solutions
422 Invalid email or password Power cycle the player. If the error persists, contact the CS Tier 2 team to access the account section of the Mix Admin page and reset the user password.
100 There is no default Mix selected for this User and Player Have the client create and select a Mix to play in the Mix control site.
407 Proxy Authentication Required Verify that a proxy user and password is entered under the player settings in Unity. If this is not present, have the client contact their IT/ISP for proxy network information.
7 Failed to connect to <host> port <port>: Connection refused Perform a test connection on the player and proceed to troubleshoot connectivity.
404 Device does not exist The Mix ID that was assigned to the Mix Pro player does not exist or has been marked as deleted in the Mix Admin site; contact the CS Tier 2 team for assistance.
401 Authorization failed If the date/time on the device is off by more than 5 minutes from current date/time, it will result in this error. Have the client check the date/time on device and correct the time on the device. After correcting the date/time on the device it could take a min or 2 for the device to start playing music. Power cycle the player. If the error persists, the public/private mix keys the Mix Pro player has doesn't have access to the Mix account assigned to the device. Contact the CS Tier 2 team for assistance.
403 Authorization key doesn't have access The public/private mix keys the Mix Pro player has doesn't have access to the Mix account assigned to the device. Contact the CS Tier 2 team for assistance.
419 Business's trial period has expired Contact the CS Tier 2 team to extend the client demo (page 10) or convert the demo client (page 11).

These error codes can also appear while the player is playing from cache, in the following format: "Playing from cache: server unavailable (Code: ###)

Online control panel displays "Network Problem Occurred"

This error is often cleared by logging out of the online control panel, power cycling both the player and network router (is possible), and accessing the control panel once more. Alternatively, you may put the player in standby for a few seconds, then remove it from standby. If the issue persists:

  • Ask the client if they have made any recent changes to their network equipment or with their Internet service provider; a change in their network configuration may have disconnected the player from the network.
  • Confirm if the customer is using Ethernet or Wifi to connect to the internet. Verify that only the Ethernet cable is plugged in for Ethernet connections, and the Ethernet cable is unplugged and USB WiFi adapter is plugged in for WiFi connections.
  • Have the client execute an Update Music & Config command from the <Update> page under Administration in the control panel.
  • After the update is completed, power cycle the player.
  • Run a network diagnostic test on the player.
  • Confirm the date and time settings are correct in the <Settings> page under Administration in the online control panel. If the error continues to appear, this usually indicates that the player's internal battery has failed. The player's clock will revert to 12/31/69 when this occurs. When the player is updated, MOOD's servers correct the time setting; however, the player is unable to keep that correct time when turned off. Proceed to RMA the player.

Online control panel displays "Connection to Pandora not ready"

This error is often cleared by logging out of the online control panel, power cycling both the player and network router (is possible), and accessing the control panel once more. If the issue persists:

  • Ask the customer to select another station or create a new one, then select the previously affected station to see if the error persists. If the error returns, delete the affect station entirely and re-add it.
  • Ask the client if they have made any recent changes to their network equipment or with their Internet service provider; a change in their network configuration may be preventing the player from accessing Pandora's content servers.
  • Have the client execute an Update Music & Config command from the <Update> page under Administration in the control panel.
  • After the update is completed, power cycle the player.
  • Run a network diagnostic test on the player.
  • There may be a connection issue with Pandora's servers. Widespread Pandora outages can be determined using DownDetector.
  • If the error continues to appear after confirming all of the above, proceed to troubleshoot network connectivity.

Online control panel displays "We are currently experiencing issues playing Pandora"

This error is often cleared by logging out of the online control panel, power cycling both the player and network router (is possible), and accessing the control panel once more. If the issue persists:

  • Ask the customer to select another station or create a new one, then select the previously affected station to see if the error persists. If the error returns, delete the affect station entirely and re-add it. If the error persists, have the client delete all of their stations and re-add them, as Pandora sometimes changes the name of their genre stations.
  • Have the client access the <Pandora> menu in the online control panel; deactivate the player (this will unlink the client's Pandora.com account), then reactivate the player to re-assign the Pandora.com account.
  • Have the client execute an Update Music & Config command from the <Update> page under Administration in the control panel.
  • After the update is completed, power cycle the player.
  • Run a network diagnostic test on the player.
  • There may be a connection issue with Pandora's servers. Widespread Pandora outages can be determined using DownDetector.
  • If the error continues to appear after confirming all of the above, proceed to troubleshoot network connectivity.

Online control panel displays "Pandora is not available in your country"

This error appears when the ProFusion iO Pandora player's IP address originates from a country in which Pandora service is not available.

  • Have the client verify the business address to ensure that the business location is within the United States. Pandora For Business terms of service state that services is only available in the United States.
  • Have the client visit https://whatismyipaddress.com/location-feedback from the network the ProFusion iO Pandora player is connected in order to verify if their network and/or IP address is causing the issue.
  • Internet tools such as VPNs (virtual private networks) can make a computer or device appear that it is located in a different country.
  • If the client finds that their computer is showing they're located in a different country by mistake, advise the client to contact their IT department or ISP to fix the issue.

Usually a proxy causes this issue. First verify that the player is not using a Proxy server in the Admin, Network, Proxy Server menu. Ensure it is disabled before proceeding with the above steps.

Online control panel displays "Sorry, this account is no longer active. Please visit support at www.dmx.com/pandora/support"

E-mail Pandora Support with the MAC Address of the player and the email address tied to the client's Pandora.com account to correct. Have the client create a new Pandora account and attach it to the ProFusion iO player until Pandora fixes the original account.

To: mgpi-maintenance@pandora.com
Cc: api-support@pandora.com
Subject: Pandora For Business - Account No Longer Active error message
Body: E-mail address of the Pandora account:
Serial number:
MAC address:

Our client is receiving an "account is no longer active" error message on their player. Can you look into the details of this player and correct any discrepancies?

Logging into the Onboard Control Panel

From a PC on the same network you can access the WEBUI by the following methods:

From a browser like Chrome (works best), IE or Firefox navigate to the IP address of the ProFusion iO device.

Your browser will display a security warning, however it is safe to answer the security warning and proceed to the site. Note: About the security warning: The ProFusion iO hosts an internal web server that is inside the local network and not accessible from the internet.

Alternatively, you can access the ProFusion WEBUI at the following address by substituting your device ID where [DEVICEID] is shown here:

https://profusion-[DEVICEID].local
EX: https://profusion-398994.local

Once you have accessed the WEBUI and answered any security warnings, the login page will appear. Default log in username is admin and passcode is 23646.

To view what the Profusion iS/iO WEB UI looks like, click here.

How to run a diagnostic test

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

The ProFusion iO Pandora 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.

Diagnostic error codes

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

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

Wlog severity (W = warning, E = error)
Xbasic procedure step number
Ynetwork interface type (0 = irrelevant, 1 = Ethernet, 2 = WiFi, 3 = cellular)
ZZtwo-digit error code

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

Code Error Displayed Solution(s)
- Check Successful Network diagnostic encountered no errors; player is connecting to the Internet successfully.
E1000 Connections directory could not be created. Contact Profusion Support.
E1001 All network inferfaces are disabled. Determine which network interface should be used (Ethernet or WiFi). If Ethernet, verify an Ethernet cable is connected; if WiFi, verify WiFi adapter is inserted.
E1002 Primary network interface is not set. Verify Ethernet cable or WiFi adapter is properly connected.
W2201 <INTERFACE>: USB network adapter was not detected. Verify that WiFi adapter is properly connected. If so, power cycle, test connection and run diagnostic again. If error persists, proceed to replace WiFi adapter.
W2102 <INTERFACE>: No link. The player does not detect a properly connected Ethernet cable. Verify Ethernet cable is properly connected. Verify LINK indicator light is solid green. If possible, temporarily connect another Ethernet device to test the connection.
W2203 <INTERFACE>: Network disconnected. The player is not connecting to the WiFi network. Verify WiFi adapter is properly connected and receiving power. Verify WiFi network settings on the player.
W2204 <INTERFACE>: Interface disabled. The player detects a WiFi adapter, but WiFi is disabled. Verify WiFi is enabled on the player.
W2208 <INTERFACE>: Low signal level (<LVL>%). The player detects a low WiFi signal. Verify player is close to WiFi router and that location is not such that signal is blocked (metal racks and enclosures will limit WiFi signal strength to some degree).
W2109
W2209		 <INTERFACE>: DHCP - configuration not yet obtained. The DHCP server has not assigned IP information. Connection is established, but DHCP information has not been transmitted. Allow the player one or two minutes to retrieve network info before testing the connection again. If this error still appears after performing another diagnostic test, power cycle the player.
E2110
E2210		 <INTERFACE>: DHCP - configuration does not set default gateway. The DHCP server has not assigned gateway information. Connection is established, but DHCP information has not been transmitted. Allow the player one or two minutes to retrieve network info before testing the connection again. If this error still appears after performing another diagnostic test, power cycle the player.
E2111
E2211		 <INTERFACE>: DHCP - No DNS configuration. The DHCP server has not assigned DNS information. Connection is established, but DHCP information has not been transmitted. Allow the player one or two minutes to retrieve network info before testing the connection again. If this error still appears after performing another diagnostic test, power cycle the player.
E2112
E2212		 <INTERFACE>: STATIC - Incorrect IP address set (<IP>). The static IP address is invalid or in conflict with another device on the network. Verify static IP information on the player for accuracy and correct as needed.
E2113
E2213		 <INTERFACE>: STATIC - Incorrect mask (<MASK>). The subnet mask address is invalid. Verify static IP and subnet mask information on the player for accuracy and correct as needed.
E2114
E2214		 <INTERFACE>: STATIC - Incorrect IP of default gateway (<IP>). The default gateway address is invalid. Verify static IP and gateway information on the player for accuracy and correct as needed.
E2115
E2215		 <INTERFACE>: STATIC - No DNS configuration. The static DNS information is not configured. No DNS entries have been provided in the static configuration. HTTPS update protocol, all streaming services and heartbeating require a valid DNS.
E2116
E2216		 <INTERFACE>: IP address is a network address (<IP>). Verify static IP information on the player for accuracy and correct as needed.
E2117
E2217		 <INTERFACE>: IP address is a broadcast address (<IP>). Verify static IP information on the player for accuracy and correct as needed.
E2118
E2218		 <INTERFACE>: IP address is a loopback class (<IP>). This error is displayed when a loop back address (127.0.0.1) is used in place of a valid network IP address. Verify static IP information on the player for accuracy and correct as needed.
E2119
E2219		 <INTERFACE>: IP address is a multicast class (<IP>). This error is displayed when a multicast address (224.0.0.1) is used in place of a valid network IP address. Verify static IP information on the player for accuracy and correct as needed.
E2120
E2220		 <INTERFACE>: Default gateway address is a network address (<IP>). Verify static IP information on the player for accuracy and correct as needed.
E2121
E2221		 <INTERFACE>: Default gateway is a broadcast address (<IP>). This error is displayed when a broadcast address used in place of a valid gateway IP address (172.19.4.255 - "255" as the last octet indicates this is the broadcast address). Verify static IP information on the player for accuracy and correct as needed.
E2122
E2222		 <INTERFACE>: Default gateway is a loopback class (<IP>). This error is displayed when a loop back address (127.0.0.1) is used in place of a valid default gateway IP address. Verify static IP information on the player for accuracy and correct as needed. (Note: Error code E2124/E2224 may also be displayed)
E2123
E2223		 <INTERFACE>: Default gateway is a multicast class (<IP>). This error is displayed when a multicast address (224.0.0.1) is used in place of a valid default gateway IP address. Verify static IP information on the player for accuracy and correct as needed. (Note: Error code E2124/E2224 may also be displayed)
E2124
E2224		 <INTERFACE>: Default gateway points to the different network (<IP>). This error is displayed when the default gateway address is valid but is not within the same network as the player's IP address (for example: player's IP address is 172.19.4.65 and default gateway is 192.168.1.1).
E2125
E2225		 <INTERFACE>: Default gateway is unreachable in the local network (<IP>). This error is displayed if the default gateway is offline, or the IP is valid for the network but is NOT the correct address for the default gateway on that network. Verify default gateway address for accuracy and verify that default server is available.
W3101
W3201		 <INTERFACE>: Primary DNS is not responding (<IP>). This error is displayed when the Primary DNS cannot be reached. Verify DNS entry for accuracy and correct as needed. Verify that assigned DNS is allowed for the network.
W3102
W3202		 <INTERFACE>: Secondary DNS is not responding (<IP>). This error is displayed when the Secondary DNS cannot be reached. Verify DNS entry for accuracy and correct as needed. Verify that assigned DNS is allowed for the network.
W3103
W3203		 Current configuration requires valid DNS server. This error is displayed when a configuration requires DNS - Pandora, Icecast, iHeart, Mix, heartbeating. Add valid DNS address for Primary, Secondary DNS or both.
W3104
W3204		 No DNS server is responding. This error is displayed when no DNS can be reached. Verify DNS entry for accuracy and correct as needed. Verify that assigned DNS is allowed for the network.
E4101
E4201		 <INTERFACE>: Proxy - cannot resolve proxy server domain name (<DOMAIN_NAME>). This error is displayed when the proxy server assigned cannot be reached. Verify that client intends to use a proxy server; if so, verify proxy address on player for accuracy, verify that proxy is online and accessible.
E4102
E4202		 <INTERFACE>: Proxy - server port <PORT> on (<DOMAIN_NAME | IP>) is blocked (Timeout). This error is displayed when proxy service is not enabled or port setting does not match port configured on the player. Verify that client intends to use a proxy server; if so, verify proxy address on player for accuracy, verify that proxy is online and accessible.
E4103
E4203		 <INTERFACE>: Proxy - server port <PORT> on (<DOMAIN_NAME | IP>) is blocked (Connection Refused). This error is displayed when the IP is blocked by the proxy server. Verify proxy configuration on player for accuracy, verify that player's IP address is allowed on the proxy server.
E4104
E4204		 <INTERFACE>: Proxy - incorrect IP address set (<DOMAIN_NAME>). Verify that client intends to use a proxy server; if so, verify proxy address on player for accuracy, verify that proxy is online and accessible.
E4105
E4205		 <INTERFACE>: Proxy - IP address is a network address (<IP>). Verify proxy IP information on the player for accuracy and correct as needed.
E4106
E4206		 <INTERFACE>: Proxy - IP address is a broadcast address (<IP>). This error is displayed when a broadcast address used in place of a valid proxy IP address (172.19.4.255 - "255" as the last octet indicates this is the broadcast address). Verify proxy IP information on the player for accuracy and correct as needed.
E4107
E4207		 <INTERFACE>: Proxy - IP address is a loopback class (<IP>). This error is displayed when a loop back address (127.0.0.1) is used in place of a valid proxy IP address. Verify proxy IP information on the player for accuracy and correct as needed.
E4108
E4208		 <INTERFACE>: Proxy - IP address is a multicast class (<IP>). This error is displayed when a multicast address (224.0.0.1) is used in place of a valid proxy IP address. Verify proxy IP information on the player for accuracy and correct as needed.
E5101
E5201		 <INTERFACE>: Proxy - authentication failed (<DOMAIN_NAME | IP>). This error is displayed when a username or password used to connect to the proxy server are incorrect. Verify proxy username and password information on the player for accuracy and correct as needed.
E5102
E5202		 <INTERFACE>: Proxy - unable to connect to update server (<DOMAIN_NAME | IP>:<ERR_MSG>). This error is displayed when the update server cannot be reached through the proxy server. Verify proxy configuration on the player for accuracy and correct as needed; the update server IP/URL may need to be allowed on the proxy server.
E5103
E5203		 <INTERFACE>: Proxy - unable to connect to proxy server (<DOMAIN_NAME | IP>:<ERR_MSG>). This error is displayed when the proxy server cannot be reached. Verify proxy address/username/password on the player for accuracy and correct as needed.
E5104
E5204		 <INTERFACE>: Update - cannot resolve update server domain name (<DOMAIN_NAME>). This error is displayed when the update server IP address is incorrect OR the DNS server cannot be reached from the proxy server. Verify the update server on the player (should be 199.204.61.120). Verify DNS is configured properly on the proxy server and correct as needed.
E5105
E5205		 <INTERFACE>: Update - server port <PORT> on <DOMAIN_NAME | IP> is blocked (Timeout). This error is displayed when the server port is not responding from the proxy server. Verify that update server port is allowed through the proxy server.
E5106
E5206		 <INTERFACE>: Update - server port <PORT> on <DOMAIN_NAME | IP> is blocked (Connection Refused). This error is displayed when the server port is blocked at the proxy server. Verify that update server port is allowed through the proxy server.
E5107
E5207		 <INTERFACE>: Update - incorrect IP address set (<IP>). This error is displayed when the update server IP address is incorrect. Verify the update server on the player (should be 199.204.61.120). If error persists, contact ProFusion Support.
E5108
E5208		 <INTERFACE>: Update - IP address is a network address (<IP>). This error is displayed when the update server IP address is incorrect. Verify the update server on the player (should be 199.204.61.120). If error persists, contact ProFusion Support.
E5109
E5209		 <INTERFACE>: Update - IP address is a broadcast address (<IP>). This error is displayed when the update server IP address is incorrect. Verify the update server on the player (should be 199.204.61.120). If error persists, contact ProFusion Support.
E5110
E5210		 <INTERFACE>: Update - IP address is a loopback class (<IP>). This error is displayed when the update server IP address is incorrect. Verify the update server on the player (should be 199.204.61.120). If error persists, contact ProFusion Support.
E5111
E5211		 <INTERFACE>: Update - IP address is a multicast class (<IP>). This error is displayed when the update server IP address is incorrect. Verify the update server on the player (should be 199.204.61.120). If error persists, contact ProFusion Support.
E5112
E5212		 <INTERFACE>: Update - communication error (<DOMAIN_NAME | IP>:<ERR_MSG>). Contact ProFusion Support for assistance.
E5113
E5213		 <INTERFACE>: Update - device is not registered on update server (<DOMAIN_NAME | IP>:<ERR_MSG>). The player was not able to find its directory on the Unity update server. Verify the fulfillment status in Unity and contact ProFusion Support for assistance.
E6101
E6201		 <INTERFACE>: Heartbeat - cannot resolve Heartbeat server domain name (<DOMAIN_NAME>). The heartbeat server URL cannot be resolved to an address. Verify DNS settings on player are entered and valid. Verify heartbeat server status, check firewall to confirm local network allows heartbeat URL.
E6102
E6202		 <INTERFACE>: Heartbeat - server port <PORT> on <DOMAIN_NAME | IP> is blocked (Timeout). This error is displayed when the heartbeat server port is not responding on the local network. Verify that local network firewall allows heartbeat port traffic.
E6103
E6203		 <INTERFACE>: Heartbeat - server port <PORT> on <DOMAIN_NAME | IP> is blocked (Connection Refused). This error is displayed when the heartbeat server port is blocked on the local network. Verify that local network firewall allows heartbeat port traffic.
E6104
E6204		 <INTERFACE>: Heartbeat - incorrect IP address set (<IP>). Contact ProFusion Support for assistance.
E6105
E6205		 <INTERFACE>: Heartbeat - IP address is a network address (<IP>). Contact ProFusion Support for assistance.
E6106
E6206		 <INTERFACE>: Heartbeat - IP address is a broadcast address (<IP>). Contact ProFusion Support for assistance.
E6107
E6207		 <INTERFACE>: Heartbeat - IP address is a loopback class (<IP>). Contact ProFusion Support for assistance.
E6108
E6208		 <INTERFACE>: Heartbeat - IP address is a multicast class (<IP>). Contact ProFusion Support for assistance.
E7101
E7201		 <INTERFACE>: <ZONE_NAME> - cannot resolve server domain name (<DOMAIN_NAME>). This error is displayed when a streaming server domain name cannot be resolved - Pandora, Icecast, iHeart, Mix. Verify streaming zone URL is allowed through firewall. Verify DNS is configured correctly.
E7102
E7202		 <INTERFACE>: <ZONE_NAME> - server port <PORT> on <DOMAIN_NAME | IP> is blocked (Timeout). This error is displayed when a streaming server port cannot be reached - Pandora, Icecast, iHeart, Mix. Verify streaming port is allowed through firewall. Verify DNS is configured correctly.
E7103
E7203		 <INTERFACE>: <ZONE_NAME> - server port <PORT> on <DOMAIN_NAME | IP> is blocked (Connection Refused). This error is displayed when a streaming server port is blocked - Pandora, Icecast, iHeart, Mix. Verify streaming port is allowed through firewall. Verify DNS is configured correctly.
E7104
E7204		 <INTERFACE>: <ZONE_NAME> - connection error: <ERR_MSG> This error is displayed when the player reports recent streaming zone issues. Contact ProFusion Support for assistance.

How to ping an IP address

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.

How to pull and send ProFusion iO logs

  • Have the client insert a USB drive into an available USB port on the ProFusion iO 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.

Miscellaneous Issues

Parts of the States where Pandora cannot be purchased

Pandora for Business is not a product accessible to customers outside of continental USA. Examples of territories that cannot purchase Pandora:

  • Alaska
  • Hawaii
  • Puerto Rico
  • Guam
  • United States Virgin Islands

Pandora functionality

The ProFusion iO player pulls its music stream directly from Pandora's servers and requires the use of a standard Pandora account for music playback. As such, there are several Pandora playback rules and specifications that apply to the ProFusion iO:

Skipping Tracks - When a user skips a track, that track will not play on the selected station for 4 hours. Users can skip up to six tracks per hour, per station. If the user attempts to skip or thumbs-down more than six tracks, they will receive the message: "Unfortunately, our music licenses force us to limit the amount of tracks you can skip in an hour." This track will continue to play, but will not play again on that station for 4 hours.

Stations - A user can create up to 100 stations on one Pandora account. If the 100 station maximum is reached, stations must be removed before additional stations are created. Any stations created directly on the user's Pandora account (via www.pandora.com) will automatically appear in the user's ProFusion iO control panel.

If a user adds variety to a station via www.pandora.com, these customizations also apply to the stations in the ProFusion iO control panel.

Track History & Customization - The ProFusion iO control panel displays the last 20 tracks played (including the track currently playing). Users are able to like, dislike, sleep, and create stations from tracks in their history. Any like and dislike commands sent in the ProFusion iO control panel apply to station preferences for the account on www.pandora.com, and vice versa.

QuickMix - To use the QuickMix option on Pandora devices, the modifications need to be done on the www.pandora.com website.

Stations that are created via the ProFusion iO control panel will not be included in the QuickMix or My Shuffle automatically.

Clients can customzie their My Shuffle options on the www.pandora.com website the following ways

  1. Hovering over the Shuffle On icon which will appear on the Now Playing screen which will reveal a pencil icon.
  2. Clicking the pencil icon will bring you to the My Collection page
  3. Check or uncheck each station to modify your shuffle experience, either in the bottom right corner of each stations' album art, or (if you're using A-Z sorting) to the right of the station name.

Controller App

The Mood Controller app allows clients to set up the ProFusion iO 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 iO 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)
  • 802.11n 300Mbps USB WiFi adapter
  • ProFusion iO with firmware version 2.18.1 or later (all new players have this)
  • ProFusion iO remote control (included with new players)

To begin setup:

  • Plug the USB WiFi Adaptor into the USB slot located on the back of the ProFusion iO, then power on the player.
  • Download and open the MOOD Controller app on a mobile device.
  • Press and hold the blue button on the ProFusion iO remote control (under the like/thumbs-up button) until the LINK light begins to alternate between red and green.
  • Follow the step-by-step directions to connect the ProFusion iO to the network, activate the player, and begin controlling the music.

How to do an USB Update

Mood Media will not send the customer a phisical USB but a file to their email address which can be downloaded to whatever empty USB the customer has
  1. Insert a USB thumb drive into your computer's USB port. If there are any files already on the drive, then delete them.

    2. 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