---
title:  Problems with Mood Media device functionality (e.g., no sound, device offline)
description: Check power cable and power light. Reset device as first step.
---

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November 1, 2024

#  Problems with Mood Media device functionality (e.g., no sound, device offline)

## Check power cable and power light. Reset device as first step.

1. **Check Power and Network Connection:**
   
     - Ensure the Mood Media device is powered on and the power adapter is securely plugged in.
     - Verify the device is connected to the network via Ethernet cable.
     - Check the network connection by attempting to access the internet on the device (if applicable).
2. **Verify Online Status and Functionality:**
   
     - Confirm the device is online and communicating with the Mood Media service.
     - Check for any error messages or status indicators on the device's display.
     - Consult the Mood Media user manual or online resources for troubleshooting specific error messages.
3. **Restart the Device:**
   
     - Power cycle the Mood Media device by unplugging it from the power outlet, waiting 30 seconds, and plugging it back in.
     - Allow the device to fully restart and reconnect to the network.
4. **Check Music Source and Settings:**
   
     - Ensure the correct music source is selected on the Mood Media device.
     - Verify the volume level is appropriately set on the device.
     - Confirm the desired music program or playlist is active.
5. **Inspect Network Connectivity:**
   
     - If the device is unable to connect to the network, check the Ethernet cable and network connection at the wall jack.
     - Consider connecting a different device to the same network jack to test the connection.
     - If network connectivity issues persist, contact the IT Department.

**Escalation:**

- If the issue cannot be resolved by following the troubleshooting steps, and network connectivity has been ruled out, escalate the ticket to Mood Media Support if IT Department approves.

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