Troubleshooting the CURIO X5

Check player connectivity

• Connect Cat5 to Curio X5 and designated network port (if applicable). Power player on and confirm that the device is playing music. Please note that it can take up to 2 minutes to start playing music.
• Open Chrome and go to the Connectivity Tool.
• Enter the Curio X5 MAC address in the search bar and click the search button.The MAC address can be located on the device.
• If the results are green, the player can reach all required URLs.
• If any of the results are red, the player is unable to communicate with those specific services and the IT contacts or network provider will need to ensure that the network requirements have been met.

Test location's network connectivity

• Disable WiFi on laptop.
• Remove Cat5 from Curio X5 and plug into laptop in order to test the port/cable.
• Open Chrome and go to the Connectivity Tool.
• Click "Test Location's Network Connectivity" button.
• If all results are in green, the location's network will allow the player to reach all required URLs.
• If any of the hostnames are in red, IT or network provider will need to whitelist that hostname.

No Music

• Verify that the 3.5 mini cable is connected to the output closest to the power button and the connections are secure to the amplifier.
• Verify that the amplifier is powered on and the volume is up.
• Hard reset the player by disconnecting the power cord. Wait 10-15 seconds and plug the player back in.
• If still no music in 1-2 minutes, after the player is plugged back in, verify player is outputting music by plugging in a pair of headphones to the player.

Troubleshooting the CURIO Z8

Soft Reboot

• Hold down the power button on the back of the Curio Z8 player until the blue LED light on the front of the device goes out. Wait for 10 seconds
• Press the power button on the back of the Curio Z8 player one time to turn on. The blue LED light should appear on the front of the device

Hard Reboot

• Turn down the volume on the amplifier.
• Hold down the power button on the back of the Curio Z8 player until the blue LED light on the front of the device goes out. Wait for 10 seconds.
• Unplug the network Cat5 cable.
• Reconnect the network Cat5 cable (you should hear a 'click' once it is fully seated).
• Press the power button on the back of the Curio Z8 player one time to turn on. The blue LED light should appear on the front of the device.
• Confirm link lights (blue/amber) to the left and right of the network Cat5 cable on the back of the player are on.
• Turn up the volume on the amplifier.

Repair 'Red' LED light

• Failure to properly shut down the player with the power button or power surges may cause the system to crash.
• Turn off the player by pressing the Power button until the LED light turns off (6 seconds).
• Use a thin pin and push it into the pinhole for 5 seconds to reset the player.
• Turn the player back on by pressing the Power button until you see the blue LED light on the front (3 seconds).

Troubleshooting the MC500

Device has no power

• The power supply comes in 2 pieces, please make sure its securely connected.
• Ensure the power supply has a green power led. If the power supply has no led, try another working outlet. Request a replacement power supply if the outlet is good.
• Ensure the power plug is securely plugged in the MC500. Try powering on the player.

CDs not ejecting

• Locate the manual eject hole located just above the eject button on the CD ROM Drive.
• Power off the player with the power button.
• Using a paper clip/push pin, push the manual eject button until the CD ROM Drive opens. Remove the CD and power on the player.
• Test the CD ROM Drive. If the CD ROM drive keeps getting stuck, the player will need to be replaced.

Playlist Rollback

• Playlist Rollback allows you to switch to a previous or to a new playlist (i.e. if the client has no music and is on an older/expired playlist).
• Press the QMENU button
• Press the ▼ button until you see MAIN MENU and press ENTER
• Press the ▼ button until you see DIAGNOSTICS and press ENTER
• Press the ▼ button until you see PLAYLIST ROLLBACK and press ENTER
• The unlock code is ▲ ▲ ▼ ▼ ENTER
• Choose the appropriate playlist and press ENTER

Force Connection

• Press the QMENU button
• Press the ▼ button until you see MAIN MENUU and press ENTER
• Press the ▼ button until you see DIAGNOSTICS and press ENTER.
• Press the ▼ button until you see FORCE CONNECT and press ENTER
• Wait 90 seconds. A series of tests are being performed in the background and the players screen will go back to normal song and title.
• To view the results press the QMENU button
• Press the ▼ button until you see HELP and press ENTER.
• Press the ▼ button until you see INFO MESSAGES
• You will see the results of the tests (1-10 messages) depending on the player.

Pass/Fail message	Explanation
1. Generic Pass/Fail Message 2. S-File Server test push port 22. 3. Server test pull port 22. 4. Playserver pull port 11024. 5. Playserver PC content pull 11024 (non Serenade players). 6. Playserver push port 11024.	Push: Server talking to player. Pull: Player is downloading from Server. S-File: Name of the Primary Serenade Server - players grab music and messaging from it. Playserver: Maintenance Server - Serenade and Non-Serenade players log on to for heartbeat, status and log requests.

Reboot and Replace if the player is displaying the following errors

• Watchdog Reboot
• Music Mount Failure
• Software Update
• Loading
• Initializing
• Display Blank/Blocks/"Js"/Not Working (may still play music, customer discretion if they want to replace)