Merit Entertainment Troubleshooting Guide for Megatouch Combo Jukebox™ and Megatunes™

Refer to the list below if you are experiencing a problem with your Megatouch Combo Jukebox or Megatunes Unit.

NOTE: For additional Megatouch Combo Jukebox troubleshooting, see the Megatouch FORCE™ Troubleshooting Guide.

Problem

Possible Cause

Corrective Action

  • TouchTunes® button does not appear in the Main Menu and TouchTunes® icon does not appear in the Game Menu.
  • The Single Board Computer (SBC) is not properly connected to the game.

  • The SBC experienced an error (a "Check Diagnostics" message will appear a the bottom of the screen).

  • A song did not finish downloading.
  • Make sure the cable between the game and the Ethernet hub is properly connected.

  • MegaTunes™ only:

    • In MAXX™ games without Unicorn boards, make sure you properly followed the steps outlined in the MegaLink® kit when linking the game to the MegaTunes™ unit.

  • Enter the Diagnostic screen from the Jukebox Operator Menu and follow the on-screen instructions.

  • Reboot the machine.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • unit cannot connect to the server
  • The unit failed to communicate with the TouchTunes server.

  • A period of inactivity has caused the unit to lose communication with the server.

  • There is a problem with the phone line.
  • Follow these steps until the problem is solved:

    1. Activate the Jukebox Operator menu.

    2. Touch Diagnostic to see the results of the last call to the server. If you see an error message, follow the instructions on the screen. The problem could simply be a matter of the unit needing to reconnect with the server via the CALL NOW button.

    3. Check that the phone line is functioning properly.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • "ERROR: Modem rejected initialization string."
  • The modem could not be initialized because it rejected the initialization string.
  • Call TouchTunes Technical Support: 1-888-711-JUKE.
  • "ERROR: Modem is not responding."
  • The modem could not be initialized because it is not responding. This may be caused by one of the following:

    • The modem card is not properly seated.

    • The modem card is defective.
  • Follow these steps to re-seat the modem card in the SBC:

    1. Remove the screw that holds the card in place.

    2. Place the connector on the bottom of the card in line with its socket on the motherboard.

    3. Place a thumb on the front and back of the card and press down firmly on the card until it is securely seated in its socket.

    4. Replace the screw.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • "ERROR: Authentication failed."
  • Authentication failed.
  • The jukebox will automatically retry to authenticate.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • "ERROR: Call failed: No dial tone. The call could not be completed because the modem failed to detect a dial tone."
  • The phone line is not working.

  • Another device already using the phone line.

  • Phone line has voice mail or other service that interferes with the dial tone.

  • The calling prefix that disables call waiting or other service does not contain a long enough pause to permit return of the dial tone.

  • There is a bad phone connection between the modem card and telephone wall outlet.

  • The modem is defective.
  • Verify that the jukebox is connected to the phone line.

  • Connect a phone to the telephone wall outlet and make sure the phone line is working properly.

  • If the line has voice mail or other services that interfere with the dial tone, make sure the proper dialing prefix is being used to temporarily disable the service.

  • Check the phone connections between the modem card and wall outlet.

  • Make sure toll-free numbers are not blocked at the location.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • "ERROR: Call failed: The modem detected a busy signal."
  • The call could not be completed because the modem detected a busy signal. This may be caused by one of the following:

    • The ISP or the TouchTunes server is busy.

    • The phone line in use by shared location phone.

    • The wrong dialing prefix was used.
  • Follow these steps until the problem is solved:

    1. Wait a few minutes and then try the connection again. If the problem persists, continue with step 2.

    2. Connect a phone to the telephone wall outlet and make sure the phone line is working properly and not being used by a shared phone.

    3. Check that the dialing prefix entered for the location is correct.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • "ERROR: Call failed: A modem did not answer at the dialed number."
  • The call could not be completed because a modem did not answer the call. This may be caused by one of the following:

    • The modem dialed the wrong number (bad dialing prefix).

    • The ISP server or TouchTunes server is not working.
  • Follow these steps until the problem is solved:

    1. Wait a few minutes and then try the connection again. If the problem persists, continue with step 2.

    2. Check that the dialing prefix entered for the location is correct.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • "ERROR: Call failed: The connection was lost (NO CARRIER)."
  • This may occur due to a number of temporary conditions that will resolve themselves when you retry the connection. Possible causes are:

    • The wrong dialing prefix was used.

    • The phone line is noisy.
  • Follow these steps until the problem is solved:

    1. Wait a few minutes and try the connection again. If the problem persists, continue with step 2.

    2. Check that the dialing prefix entered for the location is correct.

    3. Connect a phone to the telephone wall outlet and make sure the phone line is working properly. If you hear a lot of noise on the line, you need to determine whether the noise is internal or external. Disconnect the phone line at the demarcation point and if the noise persists, it is an internal problem. Also make sure the phone line does not pass any fluorescent or neon light fixtures. If the noise is external, it is the phone company’s responsibility.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • "ERROR: Call failed: PPP connection failure."
  • The jukebox failed to establish a PPP connection with the TouchTunes server or your ISP. The most frequent cause of this is that the ISP is down.
  • Keep trying the connection again until it is successful.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • no sound
  • zone 1 and 2 (if applicable) volume levels are both at zero

  • amplifier fault protection circuit was tripped

  • speaker wiring is loose or damaged

  • amplifier cables are loose or not connected

  • amplifier or speakers are defective or blown

  • sound card is loose or defective
  • Make sure the volume has not been turned down to 0 using the remote or volume controls on the unit.

  • Try pausing/unpausing the unit with the remote several times.

  • Verify the Sound Mixer screen settings.

  • Check the connections to the amplifier.

  • Make sure that the amplifier and speakers are not defective or blown.

  • Reset amplifier fault protection circuit.

  • Re-seat the sound card.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • volume automatically goes to maximum or minimum
  • backup volume control buttons on the unit are pushed in or jammed in place

  • there is interference from another RF-based remote
  • Check the condition of the backup volume control buttons.

  • Check to see if another remote may be causing the problem.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • one or more songs in the purchase list failed to download
  • The purchase list has more songs in it than the download limit allows per night. Generally, seven songs will download each time the unit calls the server. This can be overridden by TouchTunes personnel if required.

  • Communications with the TouchTunes server was slow due to noisy phone lines, interrupted communications, or Internet congestion.

  • The unit failed to communicate with the TouchTunes server.
  • Follow these steps until the problem is solved:

    1. Activate the Jukebox Operator menu.

    2. Touch Diagnostic to see the results of the last call to the server. If you see an error message, follow the instructions on the screen.

    3. If no errors exist and you did not get your full download of seven songs:

      • a noisy phone line (internal or external) caused a communication problem, and therefore only a few songs could be downloaded in the allowed time. If noisy phone lines are a chronic problem, you may want to increase the size of the calling window available to the unit every night.

      • a person or device tried to use the phone while the unit was calling out. If this happens repeatedly, it can reduce the number of songs the unit is able to download.

      • the Internet is congested. The unit connects to the server via an Internet connection. Sometimes, traffic on the Internet is backed up, resulting in very slow throughput. This can significantly reduce the number of songs the unit can download in one night.

  • If the problem persists, call TouchTunes Technical Support: 1-800-711-JUKE.
  • a song cannot be added to the purchase list
  • The unit already has the maximum number of songs installed on it (approximately 2,000). Songs in the purchase list are counted in this total, since space must be reserved on the hard drive to receive them.
  • Delete songs from the unit in order to create space for songs on the purchase list.

  • If the problem persists, call TouchTunes Technical Support 1-800-711-JUKE.
  • remote control does not work
  • Support for the remote is not enabled.

  • The batteries in the remote control are dead.

  • The switches in the battery compartment were changed.
  • Follow these steps until the problem is solved:

    1. Put new batteries into the remote control.

    2. Check the System Settings screen and make sure the REMOTE CONTROL MODE is ON.

    3. Re-learn the remote ID.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • no sound when using microphone
  • The PAUSE button was pressed on the remote control.

  • The microphone volume limit is set to 0.

  • The microphone is improperly connected to the Single Board Computer.

  • The microphone is defective.

  • The microphone cable is damaged or defective.
  • Follow these steps until the problem is solved:

    1. Go to the Sound Mixer screen and make sure that the maximum volume for the microphone is not limited to 0.

    2. Make sure that the microphone is connected to the MIC IN input on the Single Board Computer.

    3. Verify that the microphone is in working order and that the cable between the microphone and Single Board Computer has not been severed or damaged.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.
  • humming noise from any speaker after connecting to an external audio device
  • There is a ground loop.
  • Ground loops can occur when there is more than one path to the electrical ground. A quick way to solve the problem is to install a ground loop isolator on the audio cable that connects the unit to the external audio device.

  • If the problem persists, call TouchTunes Technical Support: 1-888-711-JUKE.