Check connectivity
Log in to Startle Studio and you'll see the Dashboard page. To get back to this click the "S" icon at the top of the left sidebar.
With the "CURRENT SITE" dropdown selector at top left next to the sidebar you can browse or search for any location within your user account. The dot to the left of the site name will indicate connectivity - green for online, red for offline (be patient as long lists could need some before all site status is fully loaded).
Device Connectivity shows "Offline":
A reboot is recommended to force the device back on to your network. If there are no underlying network problems this should restore the connection. Pull the USB power for ten seconds. See the video below:
The Device Connectivity shows as "Online" but I still have no music:
A reboot is recommended here first also:
Still no music? Do a headphone check to discover where the fault is. If music plays via headphones then the fault is more likely to be with audio devices and/or cabling. See the video below for more help. This process is also known as an isolation test. Disconnect the venue’s audio or aux cable from the Startle player's audio jack and plug a pair of wired headphones directly into the player's audio jack. If the music plays through the headphones, the fault is likely in the audio system (e.g., cables, amplifier, mixer, or speakers).
A set of headphones will be needed to check for problems in your cabling or amplification. Remove the audio cable connecting the player to your sound system. Insert headphones and listen for music.
If you DO hear music, the problem is in your cabling or sound system, not the Startle player. If you DO NOT hear music proceed to the next step.
Reset the SD card. See the video below for more help.
If the steps above fail to improve your player's performance please contact our support team for further assistance. You can reach us one of three ways:
Click the live chat icon at the bottom right of the screen
Send us an email: relentless@startlemusic.com
Call us at 0203 397 7676 in the UK, or 646 585 0165 in the US