Troubleshooting

Check the state of charge, audio accessories, stream availability and selection first.

Problem	Check first	Next step
RX does not start	Check the battery state, correct position in the docking station and visible damage.	Charge the RX for up to 4 hours; remove it from service if it heats up or the battery is damaged.
No stream is visible	Is the TX active, is the RX in the intended coverage area, and has a scan been started?	Test with a second RX and check the stream name and transmit power at the TX.
Stream is selectable but there is no sound	Check that the headphones or neck loop are fully connected, and verify volume and stream selection.	Test the accessory on a second RX and check the stream at the TX.
Audio drops out	Check distance, obstacles, state of charge and local RF conditions.	Change position and compare reception with another receiver.
Controls do not respond	Check the device state and any lock indication.	Restart using the approved procedure or exchange the device.
Charging is not possible	Check the charging contacts, position in the docking station and its power supply.	Try another charging position; do not continue using damaged accessories.
Roaming is interrupted	Check the coverage area, active TX transmitters and consistent channel provisioning.	Test the transition area with a second RX and check the TX mesh configuration.

Prepare information for support

Record the inventory or serial number, firmware version, state of charge, accessories used, stream name and a precise description of the fault.