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Troubleshooting Your Player - Step by Step

Note: If you have had any changes to your internet in the last 1-2 weeks, Click Here.

Common Troubleshooting Scenarios

When do I need to Hard Reboot (troubleshoot) my Player?

  • The Rockbot Dashboard shows offline
  • You are Playing from the buffer
  • There are no lights on the Player
  • Songs are repeating
  • The Queue of music is stuck
  • You are streaming from web/iOS/Android and not the Rockbot Player
  • No Audio - Click Here

1st Step - Confirmation

  1. Confirm that a staff member did not stop the Rockbot Player.
  2. Check the set Player hours (web Dashboard > Music icon > Music Settings > Player Hours) to ensure the music is set to play.
  3. Look to see if there are any lights on the Player. (Typically there is: Solid Red, Solid Green, and Flashing Yellow)
  4. Ensure the SD card is pushed in and all of the necessary cables are firmly plugged in.
  5. Confirm the power cable is plugged into the wall and the ethernet cable is securely plugged into the modem/router (if hardwired).
  6. Look/listen for any error messages on your TV or coming through your audio system.

2nd Step - Rebooting the Player

If the above steps do not work in getting your Player back online, reboot the Player.

  1. Unplug all cables from the Rockbot player.
  2. Remove the SD card.
  3. Wait 30–40 seconds.
  4. Reinsert the SD card.
  5. Reconnect ethernet cable.
  6. Reconnect remaining cables, saving the power cable for last.

While the player is rebooting, please do not select "Turn On Music" in the Dashboard or Rockbot Remote App, as this can interrupt the reboot process.
The player should display a solid indicator light and activity lights near the Ethernet port. If those lights are not present, or if the player does not come online within 10 minutes, please let us know.

*Please be patient, as it may take up to 5-10 minutes for the Player to completely power cycle.* Review the Rockbot web Dashboard or the Rockbot Remote App to see if the Player is back online.

Player is still offline

Cycle through the previous steps again (2nd time is often the answer). If the Player does NOT connect back online after the 2nd hard reboot, confirm that the Player is plugged into an open outbound network.  This allows the Rockbot Player to call out to our cloud. You may also want to review our Network Requirements in case there is a Firewall in place.

Have there been any changes to your internet? Yes - Click Here.  Not sure, you may need to reboot your modem/router. Proceed to the next steps.

3rd Step - Modem/Router Hard Reboot

IMPORTANT: When rebooting the router/modem, anything connected to it like a Point of Sale or Security system will temporarily go offline.

  1. Unplug the Rockbot power cable AND the ethernet cable
  2. Unplug the modem or router, then wait 2-3 minutes
  3. Plug the router/modem back in and wait for 2-3 more minutes until the lights look normal on the router/modem
  4. Plug the ethernet cable back into the Rockbot Player AND re-connect the power
  5. Wait for the Rockbot Player to report online via the web Dashboard or the Rockbot Remote App
  6. Note: This step can take up to 30 minutes in its entirety

If you have any questions, please submit a Rockbot Request Ticket or give us a call at (415) 813-6020 x1

 

 

Updated