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Troubleshooting & FAQ

General Troubleshooting

Q - There is a strange noise or distortion over the speakers.

A – There are 4 different causes for this:

1) It is unlikely that the Spa Music Stream device is creating the unwanted noise. To determine this, simply connect a pair of headphones to the Spa Music Stream device. If you can hear clear, undistorted music then you know that the player is not the source of the problem.

2) The volume of the player is set to minimum and the volume of the sound system is set to maximum. Turn the volume of your SMS device up to about ¾ and adjust the volume of your sound system till it reaches the level you want it at. Every sound system is different so it is tricky to say what combination of volume levels works for you. This is one where you will have to experiment a little. Just make sure your SMS device volume isn’t too low.

3) The above steps determine that the SMS player is not the source of the distortion. Either the wire connecting the SMS device to the sound system or the sound system itself is responsible. A faulty wire is a likely cause. Wires degrade with time and too much movement. Match your wire to the ones pictured beside this. You will need to buy a new one for around $3. 

4) If you are still experiencing distortion you will need to call out the engineer that fitted your sound system. You have determined that the wire and the player are not the source of the problem.

               

Q – The volume in my shop is too loud or too soft

A – There are two volume controls here that influence the shop speakers. The volume of the Spa Music Stream device (the tablet or PC etc), and the volume of the shop’s amplifier. Adjust the Spa Music Stream device’s volume so that it is about ¾ full, then adjust the music amplifiers (Master) volume until it reaches the level you want it at.

 

Q – The player application keeps prompting me for my activation code. I am a valid customer.

A – The application needs to go online once every 28 days to make sure you are still valid to run it. Go to a random website that you have never been to before (e.g. a news article) to make sure that this same device can access the internet.

Secondly double check that you are entering the correct code AS IT IS WRITTEN ON YOUR INVOICE. This is not your email address but something similar to: MS-100217… or bavrabsv.

 

PC Player

Q - The application keeps telling me my activation code is invalid or that my system details could not be found.

A –1) First thing to check is that you are running the latest version of the  application. This is the most likely reason your activation code does not work. The player will tell you what version it is in the same window that prompts you for the activation code.

Go to your vendor's website and if the versions differ then simply un-install the the player from your computer then download and install the latest version from the same address as above.

2) Have you been running the application on any old devices in the past?  Only one code can run on any one device at a time. 

Q – The player application won’t start.

A – As is the case with so many things; have you tried turning the computer off and on? If the application still refuses to start after a power cycle, a fresh install may help. Uninstall the application, get hold of the installer you were given by your vendor and re-install the application.

Q - How do I connect to the internet?

A – Firstly you need to know the name of your Wifi and it’s password. Once you have these two pieces of information, follow the step by step instructions below:

1) Click on the small Network or WiFi icon in the bottom right of your computer.

2) This will bring up a menu showing you the available WiFi networks, click on the one you want and you will be prompted to enter your password. Once you have done this, make sure you can actually get online by opening up a webpage with some new content on it (e.g. a news site). 

 

Android Device

Q – How do I activate the player?

A – To activate the player simply tap the white box which prompts a keyboard to pop up. Use the keyboard to enter your activation code. Your activation code was sent to you by us. If you don’t have these you will need to contact us.

Remember: The device must be connected to a WORKING internet connection.

To get online firstly you need to know the name of your wifi and it’s password. Once you have these two pieces of information, follow the step by step instructions below:

1) Open up the ‘Settings’ menu. This can be either done by tapping the clock in the bottom right or going through the main menu.

2) Tap on ‘Wifi’ and select your Wifi name. You will be prompted to enter your Wifi password if you have one. A small fan will appear next to the clock indicating that it is connected. If this fan is blue, then it can get on the internet.

 

Q – My internet connection is slow and I get stuttering playback.

A – Your internet connection may be too slow for the player to 'stream' audio consistently. However, you can download the playlist that you want to make it available for offline playback. This can take a few minutes to a few hours depending on how slow your internet connection is.

Navigate to the playlist you want and tap the ‘Download Playlist’ button in the top right.

Q – How do I access the settings screen

A – By tapping the ‘More’ tab at the bottom right of the Spa Music Stream app.

Q – I want to change the volume of my messaging (advertisements) relative to the volume of my music.

A – To do this, tap ‘More’ and then tap ‘Settings. By dragging the slider, you have the option to make the messaging volume louder or softer than the music selected.

Q – My Personal playlists won’t appear.

A – They should appear automatically but if the internet connection is unstable sometimes the player app won’t be able to do so on its own. To force the player to get your playlists, tap ‘More’ followed by ‘Downloads’.

There is a button in the top right labeled ‘Sync playlists’ Tap this and every playlist that your device has access to will be synchronized.

Q - I need to update the player app.

A – The easiest way to update your player is to go to ‘More’ Followed by ‘Downloads’. Here you will see a green button on the right that will take you to the website where the player can be updated.

Q – I need to lock my player.

A – Go to the ‘More’ tab and select ‘Player Security’. From here you can change the ‘Player Locking’ switch to the ON position. You create a password and tap ‘Lock Player’

Q – The player application keeps telling me my activation code is invalid or that my system details could not be found.

A – First thing to check is that you are running the latest version of the Spa Music Stream application. This is the most likely reason your activation code does not work.

Q – The player application won’t start.

A – As is the case with far too many things; have you tried turning the tablet off and on? Do this by holding the power button down until a pop message asks “Would you like to shut down?” Once it has turned off just hold the power button again until a green robot appears on the screen, it is now turning on.

 If the application still refuses to start after a power cycle, a fresh install may help. Uninstall the application, get hold of the installer we gave you and re-install the application.

Q – After my relaxing music has been playing for a while, the player just stops and asks for my activation code again.

A – This is probably because the tablet can’t get on the internet in the position it is lying in. This usually happens when the tablet is kept in a cupboard or below a desk with an already weak WiFi signal. The player needs to be online most of the time to function correctly. There are 3 options here:

1) Move the tablet to a position where it can definitely get a better signal.

2) Buy an ethernet adapter to directly plug your device into the internet source.

3) Buy a wifi repeater, this is a device that simply extends the range of your wifi signal. You plug it in, configure it, and then leave it.
 

Q – Apparently there are new playlists out there but they are not showing up on my player.

A – They are out there but your player just needs to synchronize its playlists. This should happen automatically next time you launch the app but to 'force' the player to update tap the ‘More’ tab at the bottom of the player app. Go to the 'Downloads' menu item and press the sync playlists button. 

 

Q - My tablet has filled up and run out of internal space, I want to download more offline playlists but can't.

A - This depends on what else you use your tablet for and the amount of other content you have on your device. Go to 'Settings' > 'Storage' to view what is taking up so much room.

If you just use your device for in store music and nothing else, then chances are that your tablet is full of playlists that you no longer use. Go to a file explorer (found in the main app draw) and navigate to a folder called 'assets_music'. Delete this folder and this will clear out any previously downloaded playlists. You can then choose what playlists you want to have stored locally.

If you use your device for other functions, then it is probably still worth deleting the 'assets_music' folder but there will less space available for the in-store music