• While the player is on, press the STANDBY button on the front panel and allow the device to enter "standby" mode. The front panel display should dim and the POWER indicator light should turn red.
• Press the STANDBY button once more to fully power down the player.
• Push the ON/OFF button on the back of the player into the OFF position.
• 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 three stages (Initializing ► Checking SD Card ► Starting Manager) and resume music playback.

• 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.

• Power cycle the player.
• If the front panel display does not respond to button presses after startup is complete, proceed to RMA the player.

• If the front panel display is blank but the backlight is brightly illuminated, the client may be using a power cable/supply from an older unit with a higher voltage setting. Verify that the power cable/supply used is the one that was provided with the ProFusion iS player.
• Power cycle the player. Verify the player is receiving power.
• If the front panel display remains blank or illegible after power cycling, proceed to RMA the player.

If the player is damaged to the extent that it prevents playback or client control via the front 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 front panel display 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 style the affected song is playing from by reviewing the player's dayparting schedule.
• Once the affected style is determined, proceed to re-send the entire style 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.

• During the startup process, a ProFusion iS Video player may display "Checking Disk..." for an extended period of time. You should see the HDD indicator light flashing constantly during this time.
• The ProFusion iS video player will periodically perform an extensive scan of its internal hard drive during startup. This process may take up to 20 minutes to complete, and this process should never be interrupted.
• The player should resume playback when the hard drive scan is complete.

• This message appears during the startup process if the player is unable to detect the SD card in the SD card slot.
• If the client has a small Phillips-head screwdriver available for use, have them power down the player, remove the plate on the back 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.

This error occurs when:

• the data on the SD card is corrupted beyond the player's ability to recover.
• the 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 message appears when the client is attempting to access a menu that has been restricted via device settings in Unity. Review the Device Profile menu under the player settings in Unity and enable permissions (page 30) as needed.

This message can also appear when the client accidentally presses the LEFT or RIGHT arrow buttons instead of the UP or DOWN ones. Please ensure that the client is pressing the correct buttons.

Select Premier and Strategic clients disable access to certain menus for all of their players; review Oracle KB for rules and restrictions before making changes in Unity's Device Profile menu.

Is the client trying to access the <Network Control> menu?

• This menu is blocked on players that are set up for CD updates in Unity.
• If the player's update setting is changed to "network" in Unity, a final update CD is sent with this configuration change.
• If the client fails to load this CD, the player will continue to restrict access to the <Network Control>²⁶ menu (because the player still thinks it's a CD-update player).
• If needed, use the Recreate Job (page 43) option in Unity to re-send the final disc.

This message appears when:

• A) The player has been inactivated in Unity for non-payment or cancellation. Review the client's Oracle account and comments in Unity BEFORE providing an activation code.
• B) The player has not been updated in the last 247 days (5096 "up hours") either due to lack of CD update or loss of connectivity. 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. Please note that this error is VERY UNCOMMON for Pandora for Business.

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.

• The front panel display should list the option to "ACTIVATE". Have the client press the ✱ button while "ACTIVATE" is selected.
• A 8-digit lock code should appear on the front panel display. Use the Device Reactivation (page 51) 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 player (use the ▲ and ▼ buttons to change values; use the ◄ and ► buttons to move to the next digit).
• When the unlock code is entered correctly, have the client press the ✱ button to proceed.
• The front panel display should read "Machine ReActivate, Hit ✱ to Continue". Have the user press the ✱ button to resume playback.
• Proceed to review update history in Unity and verify the player's current config number to determine the reason for lack of update(s).
• If the player is configured for CD updates, verify that the location address in Unity is correct and that the client is able to receive their discs via USPS shipment (you may see a note on the location record in Unity stating "Media Delivery Issue").
• If the player is configured for network updates, review connectivity status in Unity and run a Test Connection³⁵ from the player to diagnose any connectivity issues.

Player keeps showing the same lock code even after power-cycling and not recognizing the unlock code provided? If you made sure that you generated the correct unlock code and that the customer typed it in correctly on the player, you may RMA the player

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.

This message may appear when the client is attempting to access the <Network Control>²⁶ or <System Diagnostics>¹²² menu.

• The front panel display should list the option to "ACTIVATE". Have the client press the ✱ button while "ACTIVATE" is selected.
• A 6-digit lock code should appear on the front panel display. Go 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
• Have the client enter the unlock code into the player (use the ▲ and ▼ buttons to change values; use the ◄ and ► buttons to move to the next digit).
• When the unlock code is entered correctly, have the client press the ✱ button to unlock the menu.

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 display for messages regarding error codes, muted zones, or dayparting events. If the track title/artist are scrolling across the display, it's a good indication that music is playing from the source player normally.
• 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 (the display will scroll the word "MUTED" after the zone name). If the zone is muted, have the client adjust the zone volume by accessing the <Volume Control>¹⁵ menu in order to un-mute the zone.
• 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.

• Verify the date and time settings are correct on the player by accessing the <Set Date and Time>²⁵ menu (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 front panel display for messages regarding error codes, muted zones, or dayparting events.
• Verify the player has the Default Schedule selected to play by accessing the <Schedule Control>⁸² menu.
• 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.

• 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 message indicates that music is not scheduled to play at the player's current time on the selected audio zone and daypart schedule.

• Verify the date and time settings on the player are correct by accessing the <Set Date and Time>²⁵ menu.
• While the player displays "Zone Stopped", the current selected schedule is displayed at the bottom of the screen as it continues to scroll:
• If the current schedule is No Audio Sch.: No schedule has been selected for the zone. Have the client select the Default Schedule by accessing the <Schedule Control>⁸² menu or manually select a style via the <Change Music>² menu.
• If the current schedule is Custom Audio Sch.: The custom schedule on the player does not have a dayparting event scheduled for the current time. Have the client select the Default Schedule by accessing the <Schedule Control>⁸² menu.
• If the current schedule is Default Audio Sch.: The default schedule on the player does not have a dayparting event scheduled for the current time. Review the default dayparting schedule in Unity to ensure there are no gaps in the schedule. Have the client manually select a style via the <Change Music>² menu until an update to the default schedule is sent via Unity.

• 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.

• A different device might be connected to the amplifier so have the client trace the audio cables coming out of the back of the MOOD device to make sure they are connected to the amplifier
• Verify that the Profusion iS is up to date in Unity by cross-checking the Configuration Number.
• Verify that the client is not on a custom schedule set from the player. Choose Return to Default Schedule within the Schedule Control menu to force the player to play the default schedule.
• Check the front panel to confirm what program is playing on the selected Zone.

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 settings²⁸ and update protocol⁷⁴ on the player are correct by accessing the <Network Control> menu. 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.

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 by accessing <View Settings>²⁸ under the <Network Control> menu. 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 on the player (either via disc update or manually from the player menu). 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 connection³⁵ after the update queues in Unity.

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

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

• From the player's front panel, press the ✱ button to open the main menu.
• Press the ▼ button to navigate to <Network Control> and press the ✱ button.
• Press the ▼ button to navigate to <Network Diagnostics> and press the ✱ button.
• The cursor should automatically point to <Check Configuration> -- press the ✱ button.
• The player will run a configuration test for a few seconds and yield a test result (see next topic).

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

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

W	log severity (W = warning, E = error)
X	basic procedure step number
Y	network interface type (0 = irrelevant, 1 = Ethernet, 2 = WiFi, 3 = cellular)
ZZ	two-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 interfaces 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.
W3115	<INTERFACE>: This is related to a warning that DNS is not configured. It's not always needed (DNS) hence why it's a warning. However, if a device is using HTTPS, and or heartbeat, a DNS is needed for name resolution.
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.

The Seattle FTP server was decommissioned at the end of 2018. Mood has done everything they could to migrate all playes to the new Mood Public (CLT)(199.204.61.120) server, but there is a possibility that some Profusions did not switch over.

If you encounter a Profusion that still has the old Seattle FTP server settings on it (66.150.6.130), the player will need to be RMA'd to correct this.

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 error code 28 is received after a CD update: Proceed to the bottom of page 23 and send an NIF unlock command via Unity.
• If the player is NOT connecting to the network: Proceed to the bottom of page 23 and 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.

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.

WiFi connectivity requires use of a Mood-provided USB WiFi adapter.

• Press the STANDBY button on the front panel to enter standby mode. Press the STANDBY button once more to shut down the player. Push the ON/OFF power switch on the back of the player into the OFF position.
• Insert the Mood-provided USB WiFi adapter into an available USB port on the back of the player.
• Push the ON/OFF power switch on the back of the player into the ON position; the player should initialize for three stages (Initializing ► Checking SD Card ► Starting Manager) and resume music playback.
• Press the ✱ button to open the main menu.
• Press the ▼ button until <Network Control>²⁶ is selected, then press the ✱ button.
• Press the ▼ button until <Set Configuration>³³ is selected, then press the ✱ button.
• Press the ▼ button until <WiFi>⁵¹ is selected, then press the ✱ button.
• Press the ▼ button until <Enable> is selected, then press the ✱ button twice to enable WiFi.
• Press the ▼ button until <Set IP Type> is selected, then press the ✱ button; press the ▼ button until the desired IP type is selected (DHCP or static) and press the ✱ button.
• If setting up a static IP address, enter the required information into the <Set IP Address>, <Set IP Subnet>, and <Set IP Gateway> fields.
• Press the ▼ button until <Set ESSID> is selected, then press the ✱ button; the player will scan for available WiFi networks. Press the ▼ button until the desired network name is selected and press the ✱ button.
• Press the ▼ button until <Set Security> is selected, then press the ✱ button; press the ▼ button until the correct security type for the network is selected (None, WEP, WPA, WPA2) and press the ✱ button.
• If the desired WiFi network has a password, press the ▼ button until <Set Password> is selected, then press the ✱ button; enter the WiFi network password (use the ▲ and ▼ buttons to change values; use the ◄ and ► buttons to move to the next character). Alternatively, the ProFusion iS remote control can be used to enter alphanumeric characters. When finished, press the ✱ button.
• Press the ◄ button to return to the <Network Control> menu; press the ▲ button until <Test Connection> is selected and press the ✱ button. The player will test its server connection on the newly established WiFi connection.

Does the player fail to connect after saving WiFi settings?

• Access the <View Settings>²⁸ menu and press the ▼ button until <WiFi> is selected; press the ✱ button.
• Press the ▼ button until you see values for WiFi network settings (IP, Subnet, Gateway, etc.).
• If these settings display "Unavailable", the player has failed to connect to the WiFi network; have the client review the WiFi settings saved to the player and re-enter the password if necessary.
• If all settings are confirmed to be correct on the player and WiFi network settings still show as "Unavailable", ask the client to consult their Internet Service Provider for additional network troubleshooting assistance.

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	See section regarding Error code 28 / NIF Lock
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	See section regarding Front panel displaying error 32
33	Player is unable to play its scheduled style	See section regarding Front panel displaying error 33

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.

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

• Connect a formatted USB flash drive to an available USB port on the back panel of the ProFusion iS.
• Navigate to <Save Device Logs>¹²⁸ from the <System Diagnostics> menu.
• A list of available USB destinations will appear. Press the ▼ button until the > cursor reaches the USB destination that matches the USB flash drive.
• Press the ✱ button; the device should display <Save Device Logs Successful>.
• 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.

Profusion Control Site Guide