Troubleshooting

What if my message is not playing on the line?

USB Load

1. Remove Thumb drive from the digital message player.  Insert Thumb drive into the USB port of any computer that contains the new message to be transferred.  Double click on My Computer, click on the Removable Disk.
2. Delete previous on-hold message on Removable Disk. (Right click on production and click delete)
3. Copy new message onto Thumb drive (right click on new production, click send to and click send to MOH drive)
4. Remove Thumb drive from PC and insert into Messager USB.  The new message will start to play in about 5 to 10 seconds.

Note:  In order for message to continuously play, USB drive must remain in Messager USB.

Diskette Load

1. Unplug power cord for a few seconds, plug in and try loading message again.
2. Turn volume to max (clockwise) and check patch cord is plugged in snugly.
3. If this doesn’t work, try a different diskette (or diskette you know worked before.)
4. If this still doesn’t work, try unplugging machine for at least 1 hour, then try reloading diskette  (unplugging for an hour resets machine.)
5. If there is still no message playing:
• the Music on-hold (MOH) feature might not be activated.
• the output could be defective.
• give us a call: 1-888-466-4653.

Tape Load

1. Check that power cord is plugged into power outlet
2. Make sure that the patch cord is plugged in tightly into machine as well as MOH jack.
3. Check volume level (turn clock-wise to raise volume)
4. If all connections are tight and volume is turned up, try, reloading tape by unplugging for 30 seconds then plugging power cord back in (message takes 6-8 minutes to load).
5. Make sure that tape is in the machine and label faces outward.
6. Turn volume to maximum (clockwise.)
7. Try plugging patch cord in other audio output
8. If there is still no message playing:
• the Music on-hold (MOH) feature might not be activated.
• the output could be defective.
• Give us a call: 1-888-466-4653.

CD Load

1. Insert CD (with the MP3 audio file on it) into the tray of the Sonorous by pressing the Open/Close button (below CD drawer.)
2. The CD will begin to load itself into the flash memory of the unit.  You can verify that it is loading when the green light in the bottom right corner changes to a flashing amber.
3. Once production has finished loading, the amber light will return to green.  The production is now playing.  (You can listen to message via internal monitor speaker by pressing the monitor button.)

Remote

Production load is managed remotely, including volume adjustment.  Please give us a call: 1-888-466-4653.

There is static or distortion on the line.

• Adjust the volume and tone control button.
• Give us a call to ensure the formatting is correct.
  1-888-466-4653

How do I get my message online?

• Make sure that the unit is working.  Ensure the message has been downloaded and you can hear it through the monitor.
• Once you know that the unit is working, proceed with the following steps:
1. Check the patchcord to make sure that the cable is hooked up to the M.O.H. jack;
2. Check connection between the patchcord and the output jack of your On-Hold Digital Unit.  The patchcord should fit snugly into the unit;
3. Check the volume control.  Make sure it’s at a level that allows the message to be heard;
4. Test the line. 

If you have followed the above instructions but you still can’t hear a message, there are a few possible reasons:

• the M.O.H. may not be programmed into the system;
• the output could be defective

How do I download a new production?

See our installation instructions here.