Troubleshooting - EQ-IQU000

What do the status lights on my iQueue mean?
Here is the legend for the status light on the iQueue:

Solid Red:

This is indicating a problem with the memory card. Unplug the player, remove and reinsert card, and plug player in. If this does not correct the problem, reformat the card and redownload your audio files. If this does not work, either the player or the card is defective. Contact AMTC Customer Support.

Flashing Red/Green :

The Files on the SD card are invalid. The most likely cause is that the file downloaded from the www.amtc.com customer portal has been placed directly onto the card. This file is compressed and will not play on the iQueue. Once you have downloaded this file, you must extract its contents (“unzip” it) to the SD card. For more information, visit the Resource Center from within the portal. Select Browser Issues, then “Unzipping iQueue Download Files”.

Flashing Green:

Normal operation. Files are playing.

Flashing Red:

EEPROM or internal flash error. Product must be returned for repair. (144)

I have an iQueue connected to my telephone system music-on-hold input, but I hear nothing on hold.
Here is the legend for the status light on the iQueue:

Solid Red:

This is indicating a problem with the memory card. Unplug the player, remove and reinsert card, and plug player in. If this does not correct the problem, reformat the card and redownload your audio files. If this does not work, either the player or the card is defective. Contact AMTC Customer Support.
Flashing Red/Green :
The Files on the SD card are invalid. The most likely cause is that the file downloaded from the www.amtc.com customer portal has been placed directly onto the card. This file is compressed and will not play on the iQueue. Once you have downloaded this file, you must extract its contents (“unzip” it) to the SD card. For more information, visit the Resource Center from within the portal. Select Browser Issues, then “Unzipping iQueue Download Files”.
Flashing Green:
Normal operation. Files are playing.
Flashing Red:
EEPROM or internal flash error. Product must be returned for repair. (144)
Messages on my iQueue have clicking noise, are garbled or play too fast/slow.
The audio files of the memory card may have become corrupted. Delete the audio files from your memory card and redownload them. If this does not correct the problem, reformat the card. If this does not correct the problem, either the player or the card is defective. Contact AMTC Customer Support. (146)
When I download messages for my iQueue, they come in a ".zip" file. What do I do with it?
This is a compressed file folder containing your message audio files. Modern PC operating systems should extract the files automatically when you double-click the folder. You can then copy the files to the memory card. (147)
I have an external music source connected to my iQueue. My messages play, but I don't hear the external music source between messages.
Make sure the connections between the external music source and the player are secure, that you're using the correct connectors, and that the output volume on the external music source and input volume on the iQueue are turned up. Verify that your memory card has a file named "pause**.txt" ("**" will be a number). If not, contact AMTC Customer Support. (148)
The audio from my iQueue is distorted.
The player's audio output level may be overloading the input of the phone system/PA amplifier. Reduce output level of player. If this does not work, Contact AMTC Customer Support. (149)
The status light of my iQueue is not lit.
The player has no power. Ensure that the power adapter is properly connected to the input connector of the player, and is plugged into a live wall outlet. If this does not work, the player or the power adapter is defective. Contact AMTC Customer Support. (150)
I can't insert the memory card all the way into my iQueue.
Make sure the label on the card is facing up. (151)
The audio from my iQueue is too low.
The player's audio output level may be insufficient for the phone system/PA amplifier. Increase output level of player or switch from LINE OUTPUT to AMPLIFIED OUTPUT. (152)
The audio files I downloaded for my iQueue won't play on my PC.
They're not supposed to. The files are encrypted and will not play using software such as Windows Media Player, Winamp, etc. (153)
I have an external music source connected to my iQueue. My messages are too loud/too low compared to the external music source.
Follow the procedure contained in the product manual to adjust the volume of the external music source to match that of the iQueue. (154)
How do I reformat the SD card for my iQueue?
From the Windows Start menu, select "My Computer". Select the SD card, which should be displayed as "Removable Disk". Right click on your mouse, then select "Format". "File system" should default to "FAT32". If not, select that option. Click "Start", then click "OK" when the warning message appears. When the process is complete, "Format Complete" will be displayed and a window displaying the contents of the card (nothing) wil open. You may now drop files onto the card. (185)
The pause between music and messages is too long on my iQueue.
The newest version of firmware for the iQueue, released 29 May 2013, reduces the delay between music and message files to under one second. To download this firmware, along with a readme file with installation instructions, click the Support link above, then Downloads, then "iQueue Firmware Update 29 May 2013". (197)
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