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Installation troubleshooting

Updated
  1. Network 
     
    1. Please ensure an internet cable is connected to LAN1 or LAN2 at the back of the Wexer Virtual Player to resolve this problem.
    2. If the cable is already connected but this isn't working, please read through our guide: My Device is Offline.
    3. If this is not correcting the issue it would be worth following this guide to ensure your internet equipment works: Advanced Network Settings.
  2. No Audio

    Usually, this is a sign that there's something wrong with the audio system in the gym or the cable from the Wexer player. There are a couple of steps you can take to troubleshoot this issue:
     
    1. On the new interface, check that the correct audio source is set from the settings menu on the player. 
      If the preferred is set, please proceed to step 2
       

    2. Ensure the audio cable is securely connected to both the Wexer player and the audio system.

      1. Check that the audio system is set to the correct input (typically AUX, but it may vary depending on your setup, so please check all inputs if unsure).
      2. Try to adjust the volume to a level where you should be able to hear the sound.
      3. Please keep in mind that the cable should be plugged into "Line Out" on the "Old" OnDemand player and the green port on the "Old" Basic player while plugged into the front AUX port on the front of the "New" Player or HDMI if that's chosen from the settings menu.

      If this didn't work, please proceed to step 3
       

    3. Unplug the audio cable from the Wexer player and plug it into a smartphone for AUX or Office PC for HDMI instead. Are you able to play sound through the audio system with the phone or PC?
       
      1. If this is still not working, then there's an issue with the cabling or the audio system.
      2. We recommend that you reach out to your preferred AV company as they'll be much better geared to troubleshoot a local audio issue.
      3. If it did work, then please proceed to step 4
    4. Locate a known-good headset for AUX or TV for HDMI with a wired connection and plug it into the player instead.
      1. Please keep in mind that the cable should be plugged into "Line Out" on the "Old" OnDemand player and the green port on the "Old" Basic player while plugged into the front AUX port on the front of the "New" Player or HDMI if that's chosen from the settings menu.
      2. If you start a class are you able to hear the audio in the headset?
         
      3. If this is not working, then your player might be improperly configured. If the issue still persists please contact support at ticket.wexer.com
  3. Video signal 

    If the TV/projector is not detecting any video signal from the player, it's typically caused by one of the following points:
     
    1. The player has not been restarted after plugging in the video cable
      1. Please attempt a restart of the player and check if you get a video signal on the external screen.
    2. The cable is not connected correctly
      1. Please check that the cables are correctly connected to both the player and the TV/projector.
    3. The TV/projector is set to the wrong input
      1. Please check the settings on your screen to ensure it's set to the correct input
    4. The cable is too long and loses too much signal before reaching the TV/projector.
      1. Please verify the cable is not longer than 5 metres. If the cable is longer than 5 metres, you will need to actively boost the signal or have a suitable, shielded cable.
    5. The cable is not working
      1. Please test with another known-good cable. 
    6. If the issue still persists please contact support at ticket.wexer.com

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