USB-Pro MUSIC ON HOLD TROUBLESHOOTING GUIDE
About The USB Pro
The USB-Pro, like other .mp3 music on hold message player devices, delivers a constant stream of sound for phone systems that allow introduction of on-hold audio by an external on hold device. This guide will help troubleshoot for lack of audio and poor sound quality. You may download this guide as a pdf (click here to download usb message on hold player troubleshooting guide).
Problem: No Audio On Hold
- CHECK SPEAKER FOR SOUND: Some on hold audio players come with a speaker button. Is the unit putting out sound?
- CHECK VOLUME: Is volume control off or too low?
- CHECK AUDIO OUTPUT FOR SOUND: Adapt a headphone (ear bud) to RCA jack using adapter (Radio Shack RCA 274-871) and check output from 600-Ohm and 8-Ohm audio outputs on back of unit.
- CHECK MEDIA: The USB-Pro comes with an “internal” message on hold track. When the USB media (usb drive, thumb drive) is removed from the unit, the internal audio plays. Test by removing media or replacing media drive. Check drive content on a personal computer.
Problem: Audio Is Poor Quality
- CHECK VOLUME: If the audio seems to get faint or fade in and out, try more volume. Some phone systems have an anti-noise filter that will try to turn off the hold music unless a certain volume threshold is reached. More volume will indicate to the phone system that intentional audio is present.
- CHECK CONNECTIONS: If the audio is intermittent, check the connections at the player and the MOH input to be certain they are secure.
- CHECK WIRING: All wiring must be insulated. Old audio cables may need to be replaced. Message on hold players purchased from Easy On Hold include one RCA-to-RCA cable and one RCA-to-3.5mm adapter plug for use with 3.5mm telephone system MOH input receptacles.
- TEST USING LAND-LINE PHONE: Cell phone signals often distort or warp music on hold. Call in using a land-line for the clearest test signal.
More Tips:
- Callers hear the music on hold message in progress, not from the start. The player repeats the audio production over and over.
- There is no need to turn the music on hold player off. It is designed to play 24/7.
- A support ticket can be submitted online at www.easyonhold.com/support
