The Device Is Offline

Sometimes, a device may temporarily go offline or lose its internet connection. When this happens, it can affect the proper functioning of the device and the overall music service.

An offline device is unable to receive updates, which means:

• The music selection cannot be updated or refreshed.
• We cannot perform remote maintenance.
• The music might not play at the exact time it was programmed for.

For this reason, it is essential that all devices remain connected to the internet at all times.

How do I know if my device is offline?

The easiest way to check if your device is offline is by looking at the time displayed on its screen.
If the time is incorrect, the device is not connected to the internet.

Please note:
In some cases, the time may appear to be correct even though the device is offline.
If that happens, our team will notify you so you can review the connection on your side.

Why is my device offline?

There are several possible reasons why a device might be offline:

• The internet cable is disconnected or loose.
• The cable is damaged or faulty.
• There is a network issue or change in configuration.
• A firewall is blocking the device’s access to the internet.

Before following the steps below, please check that the internet cable is firmly and correctly connected to the device.
Once you’ve confirmed this, follow the recommendations below:

HOW TO FIX AN OFFLINE DEVICE:

1. Reboot the device:

Most of the time, a simple reboot will solve the issue.
To see how to reboot your device, please follow this guide.

2. Check for changes in your network configuration:

Please contact your IT department or technician and ask them to review:

• If there have been any recent changes in the network.
• If the internet connection is working properly for all devices.

3. Verify if there’s a firewall restriction:

Ask your IT team to confirm that there are no firewall blocks preventing the device from accessing the internet.

If you believe this might be the issue, please contact us by creating a support ticket here.

Keeping your device connected to the internet is essential for ensuring that your music plays correctly and that we can provide regular updates and remote maintenance.

If you've followed the steps above and the device is still offline, or if you're unsure about any of the checks, don't hesitate to reach out. Our team is here to help – you can open a support ticket here and we'll assist you as soon as possible.