A message from Gary Hanna, Managing Partner of Mixhits Radio
Here are some basic troubleshooting ideas for your MixHits Player:
Is the iSTREAM connecting back? We suggest you press MENU twice then follow the directions on the screen to force a connectback. Then check in the portal to see if it connected. If you don’t have access to the portal you can check the connect back status using our mobile friendly tech site http://tech.mixhits.com. You will need to enter the serial number of the player. The serial number can be found on the bottom of the iSTREAM or by scrolling through the MENU. If the iSTREAM is not connecting back you are likely having internet issues and will need to resolve the issue before you can continue.
Assuming the device is connecting, check for the ‘spinny stick’ in the lower left corner of the screen. Newer firmware will have a B (buffering) or S (streaming) in the lower corner. This will verify that the iStream hardware can connect to the stream.
Your final check is to listen through the monitor speaker. Press MENU until the screen says “Monitor Speaker Source = Off”. Press the up arrow to turn the monitor speaker to Source = A. This will allow you to determine if the player is streaming audio to the output. If you can hear music from the monitor speaker, the player is working and the issue is with the speakers, wiring or amplification (or a combination).
If you’ve exhausted these options and there still is an issue MIXHITS is ready to help. Angel is available to help Monday – Friday from 11 AM–5 PM EST. Angel’s direct line is 508-658-0017. From 8 AM–11 AM you can reach Lisa by calling her direct line 508-658-0041. I am available if they can’t help you by calling my direct line 508-658-0040 however I am much easier to reach by email (firstname.lastname@example.org) since I am rarely at my desk. You can also always reach us at 800-MIXHITS and select support from the auto attendant.
After hours, we utilize a 24/7/365 answering service. Dial 800-MIXHITS (649-4487) and select option 3. The operator will start a ticket for you. The ticket is then immediately texted and emailed to Angel, Lisa, and the on-call tech. The ticket is also emailed to our 24/7 Network Operations personal in our data centers. You will receive a call back in less than 1 hour. We respectfully request you utilize our answering service to be sure you receive the timely support you need. Our service helps us share the call load across many individuals and allows our team personal time to spend with family and friends after hours. Please share this information with everybody on your team that needs to know the procedures.
As always we are open to your comments and suggestion on how to provide you with the best experience in the industry.
Have a wonderful day.
ESS Nashville maintains a copy of the manual for the MixHits iStream Music Player, as well as a listing of all MixHits music channels and other helpful literature. Click on the link to view a document, or if you wish to save the document to your computer, right click on the link and select “Save Target As…” or “Download Linked File…”. If you require additional information or assistance, please do not hesitate to call us at (615) 340-9033. You may also email us for further assistance.
You can click on the link of the MixHits manuals in PDF format to help you get started:
(If you do not yet have Adobe Acrobat Reader, you can download it here.)
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