Frequently Asked Questions

Try restarting the X-Radio using the power button. If this doesn’t work, unplug the device from the power socket and plug it back in after a few seconds.

• Are you having issues selecting a Music Channel? Wait a few minutes and try again.

• If the Music Channels are unavailable, your internet connection is likely down.

Navigate to the Card menu item and select a backup Music Channel.

Is the time displayed on the X-Radio screen? And is the time correct?

No? Press the menu button. Use the arrow key to navigate right until you reach Settings. Press Enter. Scroll to Get Time. Make sure the correct time is set.

When switching Music Channels, it is best to choose Channel. If you choose Card, only a limited number of songs will be available. Check your internet connection.

It is possible that the X-Radio Pro was turned off in the evening. When you press the power button, the screen will light up. Although it may seem like nothing is happening, wait for about a minute. You will then notice that the device starts up. Our advice is to keep the device on and set up an XMS schedule (which will allow the X-Radio Pro to start and stop automatically).

It seems that the device has lost its XMS schedule, likely due to a lack of a working network connection for more than 2 days. However, you can always manually turn on a channel. You can also reset the device by unplugging it once and then plugging it back in for a solution.

First, check if the Xenox logo at the top of the Music Station is flashing or lit. If yes, there is likely an issue with the amplifier or mixing console. If no, please contact the helpdesk.

No, it is only possible to link one account, but you can log in with your current account on multiple devices.

Make sure to always turn on the touchscreen first. If you turn on the music system first, the touchscreen will not work.

Our Music (& Media) Managers are restarted daily (around 5 or 6 a.m.) to ensure the system performs optimally each day. If this is not desired, please contact our helpdesk.

To improve your search experience, you can turn the globe and wildcard options on or off. If you’re searching online, it’s possible that the song has already been downloaded and is therefore not available in the online database. We also recommend always using the default search window. Please note that your search query must match exactly. Note: we cannot filter spelling errors.

Certainly! Local bands and artists can add their songs to your system by providing MP3 files. You can then easily upload these files via XMS and organize them in your system. If you don’t have access to XMS, feel free to contact your point of contact. If you’re unfamiliar with the process, you can always schedule an appointment with our helpdesk for an explanation of XMS. Please contact us at helpdesk@xenox.nl.

Yes, this is definitely possible. Use our Remote Control app for this purpose. This option is available by default on your system from the MK5 model onwards. Download the app via the Play Store or the App Store, and contact the helpdesk to set up your system.

No, our system does not have a customizable equalizer. However, you can adjust the system’s volume level to 0, -3, or -6 dB. These settings can be found under the Volume section.

Some songs have a long intro or outro. When the volume is low (in the case of background music), it may seem like there is silence. Check if you can see that the track is still playing on the equipment. If not, check the fade settings. Make sure the fade duration is never shorter than the fade start.

First, check if the channels are green when you use them. A green label indicates that they are fully downloaded. If they are red, the respective channel needs to be updated. Keep in mind that some channels have high and low rotation. Therefore, some channels may contain more repetitions than others. If you need advice, please contact the music editorial team.

If everything is set up correctly in XMS, it may still take some time for the changes to appear on the SMP (Spotlight Media Player). The speed can vary, but don’t expect it to update within 5 minutes 😉. If the playlist has been updated for a while and still doesn’t appear, check your network connection. If you’re still having trouble or need advice, please contact the helpdesk.

Check if the TV is set to the correct channel. Also, try unplugging the media player and plugging it back in.

There may currently be no playlist playing. Check your XMS schedule and also pay attention to items that are only allowed to play during a specific period.

Go to xms.xenox.nl
Click instead of clicking on Log in on the Forgot Password button. This will allow you to reset your password. Enter the email address that is registered with Xenox in the provided field and click on Send reset password email. You will receive a temporary password at the provided email address within a few seconds.

Click on the profile icon in the top right corner of the screen. Then click on Change Password. A pop-up window will appear where you can change your password.

If you haven’t received an email, first check your spam folder before contacting the helpdesk.

When no visual material such as video clips, mood videos, and/or karaoke clips are displayed in the search window, there could be several reasons for this:

1. Subscription type: You may have only purchased an Audio subscription when you bought your system, without a Music & Media subscription.
2. Availability of karaoke: If you see music clips but no karaoke clips in the Xenox database, you might have a Video subscription, but you haven’t added the Karaoke extension to your subscription.

To apply the changes you made in XMS to your Xenox system, an active internet connection is required.

Depending on the activity on the Xenox server, it may take some time for all changes to be processed. Click on the location where the changes have not been applied, and then click on the logbook symbol. The systems will now be displayed in alphabetical order and marked with a green or red dot. A green dot means the device has been online in the past 3 days. However, if a red dot is displayed, it means the system has not been able to connect to the internet/the Xenox server for more than three days.

In this case, check the functionality of your system’s internet connection. If the internet connection is working correctly, check whether certain internet ports are blocked in your router.

Note: If your Xenox system uses Livesync, a 1GB switch is required to ensure stable data transfer.

If the server is busy, the items may stay in ‘processing’ for a longer time. Some photos or videos may not be processed due to their resolution. The best resolution is Full HD (1080p) or 1920×1080. Our Music and Media Managers will always send 1024×768. The helpdesk can reset the processing status.

A playlist will always play in order once it is started. An Audio Box will always play in random order (shuffled).

The email address you are using is not set up in the system. Contact the helpdesk for assistance with this (a maximum of one email address per system). However, you can log in with the same account on an unlimited number of devices.

If you no longer remember your password and do not receive an email when using the forgot password option, contact the helpdesk. They can set a new password for you.

Ensure that the system is online and that your phone has an active internet connection. If both are in order, it could be that the app has been in standby mode for a long time or that a large playlist is active. Try closing and reopening the app. Make a change to the playlist to refresh it.

“First, check if the music system is online. Have the guests enabled location services? (This is required due to the login range setting.) Keep in mind that if you have just activated the Selector, it may take a while before it becomes visible in the app.”

“The Selector app works based on coordinates and a login range, which can be adjusted by the helpdesk. Additionally, within the Selector feature on your system, you can choose to allow guests to vote only on specific boxes (see Instellingen Selector).”