Let’s Troubleshoot Your Issue
Use the tabs to click through the categories you need help with.
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”.
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”.
Please walk through the steps below for support to your Customusic product.
DISH Network Customer Support
Commercial support:
1-888-624-3474
Business support:
1-800-454-0843
General Troubleshooting
Many calls we receive about TV displays that aren’t working are a result of customers’ attempting to change channels on the TV itself. Make sure you have the correct Video input selected.
Please walk through the steps below for support to your Customusic product.
lease contact us for Everbrite support.
Please contact us for Texas Digital support.
If there are problems with your HyperView COD, the HyperActive EEE unit can be rebooted. The EEE machine is a computer with Windows software, so it will need to be manually restarted.
If the Delphi is not showing orders or the screen is completely black or white while powered on, the unit will need to be power-cycled. Either turn off the breaker at the power panel or remove the speaker post back cover and unplug/replug the power cord going into the back of the COD.
If this problem persists, please call us for servicing.
Please walk through the steps below for support to your Customusic product.
Indoor Cameras
Common problems with aging cameras is discoloration, warped or distorted images. If you have an indoor camera that is malfunctioning, please contact us for servicing.
DVR
DVR local and remote access. Capturing video footage for incident reports: we can help you perform this task or we can do it for you. Contact us for service!
From RemoteEyes On-Site Software
- Click your mouse cursor anywhere on the screen.
- Press F6 to get a password login prompt. Enter your password, then press ENTER.
From RemoteEyes Multi-View Software
- Open the Multi-View Client Software.
- Click on the site you’d like to view, then click the lightning bolt icon
(or just double-click the site). - Click the filmstrip icon on the Control Menu to view server clips.
Outdoor Cameras
We service your building, roof and pole cameras! If you have an outdoor camera that is malfunctioning, please contact us for servicing.
CCTV (Merge/Crash/Stack) Cameras
Most CCTV setups have the Merge/Crash camera feeding the cash window monitor, then looping to the present window monitor. If only one of these monitors is not working, it should mean that only that monitor is bad. However, if both monitors are not working, it’s possible the camera is malfunctioning. Please contact us for servicing.
If your service is interrupted by strong weather, you will need to wait for the weather to pass before your signal improves. If you have snow or ice built up on a camera, you are responsible for removing the snow/ice. Then contact us for any additional problems.
