Troubleshooting
Troubleshooting Charts
The best way to determine a problem is to isolate its cause. The following charts should help to narrow down
which module is failing and whether it can be fixed or needs to be replaced.
Start with the “Trouble” column and find the item that closely relates to the problem you are experiencing.
The “Symptom” will be described in the following column. There may be multiple symptoms. There may also
be many “Probable Causes” listed for each Symptom. The Probable Causes are listed in decreasing order
of probability.
PROBLEM
SYMPTOM
PROBABLE CAUSE
Application
does not
boot up.
At the first boot up screen,
“Detecting IDE Primary
Master” reports “None”.
1. There is no hard drive in the computer.
2. The plugs are not completely seated in the hard drive.
3. The data cable or power cable has come loose from the
motherboard or hard drive.
The boot up process stops
at “DISK BOOT FAILURE,
INSERT SYSTEM DISK
AND PRESS ENTER.”
1. There is no hard drive in the computer.
2. The data cable or power cable has come loose from the
motherboard or hard drive.
3. The hard drive is dead.
Jukebox will
not operate
when
powered ON.
The LED’s on the front
door fail to light.
1. The plug is not completely inserted into the outlet.
2. The wall circuit is not “hot”.
3. The ON/OFF switch on the power supply is in the OFF
position.
4. The circuit breaker in power supply is open.
The LED’s come on, but
the application will not
boot.
The system power supply or the LCD is defective or unplugged.
The LCD
does not
work.
The computer fan is on
and all system’s LEDs and
lights are normal.
1. The power plug, video cable, or LCD power supply wiring is
not seated completely.
2. The system power supply is defective.
3. The LCD is dead.
The
touchscreen
does not
work.
The application boots up,
but the touchscreen does
not respond to touch.
1. The USB cable is not seated completely at the LCD or at the
Computer Core.
2. The touchscreen is not calibrated.
3 The touchscreen is dead.
The
touchscreen
will not
calibrate.
Nothing happens after
pressing the calibration
button.
1. The USB cable plug is not fully seated at the LCD or at the
Computer Core.
2. The touchscreen is dead.
3. The motherboard in the Computer Core has failed.
The calibration program
runs, but will not respond
to touch.
1. The USB cable plug is not fully seated at the LCD or at the
Computer Core.
2. The touchscreen is dead.
3. The motherboard in the Computer Core has failed.
No music
from
jukebox
No sound from jukebox,
although the application
reports “Now Playing…a
New Song.”
1. Volume control is turned all the way down.
2. Volume control is broken.
3. Audio cables are disconnected or loose from the Computer
Core or the pre-amp.
4. The amplifier is overloaded and shutdown.
5. The audio mode input routing or muting is configured
incorrectly.
No sound from jukebox
and the application doesn’t
appear to be playing the
song selected.
1. There are no more credits available for play.
2. Reject song was activated.
Troubleshooting
PROBLEM
SYMPTOM
PROBABLE CAUSE
Machine is
locked up
during
normal
runtime.
Bill acceptor is taking
money but credits are not
accumulating, the
touchscreen is not
responsive, and I/O board
LEDs are not flashing.
The Computer Core is locked up. Reboot it by
pressing and releasing the ATX Reset Switch.
If the Computer Core does not boot up, perform a
complete Power Down and Power Up.
The bill
acceptor
does not
work.
The bill acceptor will not
accept a bill.
1. The bill acceptor is full.
2. The bill box was not re-installed on the bill acceptor
correctly.
3. There is a jammed bill in the device.
4. The plugs are not inserted securely at the acceptor.
5. The bill acceptor is defective.
The green lights on the bill
acceptor are not flashing.
1. The cable is damaged at the acceptor.
2. The jukebox has disabled the bill acceptor. Put the
jukebox into normal operating mode.
3 The bill acceptor is defective.
Location
network line
not installed
in the
location.
There is no designated
broadband line installed in
the location.
1. The inside wiring installation appointment was not
scheduled.
2. The inside wiring installation has not occurred.
3. The line was not installed in the pre-selected location.
4. The line (jack) was not labeled by the technician.
Router does
not work.
When the power supply is
connected to the router,
nothing happens.
1. The AC power plug is not fully inserted in the
receptacle on the back of the router.
2. Router reset circuit in power supply is defective.
3. The wall plug is not “hot”.
The “Link/Act #” light (on
the front of the router)
does not light up when an
Ethernet cable is plugged
in the respective port.
1. The cable is loose at the Computer Core or router.
2. The jukebox is not powered on.
3. The Ethernet port is defective.
The WAN light does not
light up.
1. The broadband connection is not plugged into the
WAN port.
2. The cable modem or DSL modem is not powered on.
The “Music
On Demand”
feature does
not work.
The feature has never
been available in the
location.
1. There is no Ethernet cable connection between the
router and the jukebox.
2. The Ethernet cable is not fully seated in the port on the
Computer Core or in the back of the router.
3. The connection is loose between the installed line and
the router.
4. The cable is bad.
5. The Internet line is down.
6. The hard drive trigger code was not entered.
The feature was available,
but is no longer available.
1. The connection has become loose between the router
and the jukebox.
2. The connection has become loose between the
installed line (jack) and the router.
3. All the lights on the front of the router are ON.
4. The router was shut off or lost power.
5. The Internet service provider (ISP) is down.
6. The AMI Entertainment server is down.