Reseller Troubleshooting Steps (FLEX)

Bench-Test Troubleshooting

After unsuccessful attempts with On-Site Troubleshooting, it is important to test devices in a more controlled environment; Your Office. This enables you to test performance where you know you have proven, reliable internet connectivity without concern for firewall policies or other restrictions that may be unknown to the End-User for whatever reason.

Connect the Flex player to an office/home test bench connection to monitor the behavior and Status Light.

*office/home test bench should be confirmed to have a proper internet connection*

SOLID GREEN

Proper playback established. Check audio output and confirm channel selection, volume and mute controls using the Conductor Remote. If performance is as it should be, the issue was likely due to environmental restrictions at customer's location. That said, if installed another device on location and it also had difficulty, you already had a pretty good idea this was the case.

BLINKING GREEN

Generally speaking, this would only ever occur if the device being tested had previously been set up with a Static IP. Press and hold the Reset button for 15 seconds to clear any possible static ip configuration (as well as the failover files). After the device reboots, there should be no further issue. However, if the status light continues to blink green, check the seating of the connections or try a different ethernet cable. While unlikely, you could also try a different port on your router/switch.

Solid or Blinking RED or ORANGE - Attempt the "Rescue Process" outlined below

Rescue Process

Start by unplugging the power cable from the player, once the player is powered down you will reconnect the power cable and then quickly hold the reset button for approximately 40 seconds (the status light will go from solid red, to blinking red, to green, to solid orange, and then lastly to blinking orange), after the status light has finished blinking orange you can release the reset button. The status light will now most likely be solid orange.

Give the player between 5-10 minutes to reboot on its own. After the player reboots the status light should then become solid green (indicating proper playback/connectivity).

Please make sure the player is physically connected to a working internet router, switch, or modem throughout this process

If you have attempted the Rescue Process one or more times and the status light remains stuck with Solid or Blinking Red/Orange for more than 10 minutes, log in to your Steady Brand Reseller Account and proceed with submitting a Warranty RMA Request.