800-632-1808 office@customusic.com

Sound & Music Support

Please walk through the steps below for support to your Customusic product.

No Music Playing

If no music is playing, try selecting a different channel on your DMX receiver.

If there is still no music, please be sure your sound amplifier is powered on and volume applied to the Receiver input.

If there is still no music, make sure there are solid operation lights next to STEREO or MONO A/B, SYNC, AUTH and LNB PWR. If any of these lights are off, please contact us for servicing.

No SYNC Light

No SYNC means the receiver has lost connection with the satellite. Please remove the power cable and coaxial cable from the receiver, wait 10-15 seconds, then reapply the power and coaxial cables.

If the SYNC light remains off, the satellite dish may be misaligned, or there may be snow/ice buildup on the dish. If there is significant snow/ice on the dish, you are responsible for clearing the snow/ice, then, if problems persist, contact us for servicing.

Press the POWER Button to power off the receiver. Then press the UP or DOWN buttons to show your signal strength. Anything above +9 or lower than -40 (lower the better) warrants contacting us for servicing.

 

Flashing Display

If your DMX deceiver display is flashing on and off, it has lost communication with the satellite. Please remove the power cable and coaxial cable from the receiver, wait 10-15 seconds, then reapply the power and coaxial cables.

If the display continues flashing, make sure there are solid operation lights next to STEREO or MONO A/B, SYNC, AUTH and LNB PWR. If any of these lights are off, please contact us for servicing.

 

No AUTH Light

No AUTH means the receiver doesn’t have authentication for your service. Please remove the power cable from the receiver, wait 10-15 seconds, then reapply power.

If the AUTH light remains off, your service may need to be refreshed. Please contact us for servicing.

 

If you call for support, please have your receiver serial number available.

The serial number can be found on the backside of the receiver. Or, with the power on, you can hold the Up and Down arrows together for a few seconds, and the serial numbers will flash in sequence. For example, a serial number of “123456789” will flash “123”, “456”, “789”.