Troubleshooting and Getting Help

Troubleshooting

    If you experience problems with your Gateway Connected Music Player, try the troubleshooting solutions suggested here. If these solutions do not apply or do not solve your problem, see "Contacting technical support".

Your music player cannot find networked computers

    If your music player seems to "freeze" while starting, it may not be finding the network. Press the Stop button to cancel the search for the network, then:

Reconnect the network cable to make sure it is inserted securely into the jack, or try another network cable.
Make sure a computer holding music files is turned on.
If you are running a firewall security program on your home network, it may prevent your music player from accessing the drives on your home network. To learn how to resolve the problem, contact the program publisher.
Make sure your networked computers and your music player are set up correctly as described in "Setting up your music player".
If your Ethernet network uses a Linksys router, make sure the router has the latest firmware update.

    A common problem is an incorrect DHCP setting, which by default is turned on. The DHCP setting should only be turned on if your network uses DHCP.

To correctly set DHCP:

    1. Press the OPTIONS button on the front of the music player.

    2. Turn the control knob until Configure DHCP is displayed, then press the control knob to select the DHCP menu.

    3. Rotate the control knob to change to Enabled (the default) or Disabled, then press the control knob to keep the setting.

    4. Press the power button on the front of the music player, then turn off the main power switch on the back of the music player.

    5. Turn the main power switch back on, then press the power button. Your music player can now find your computers.

       

    Another common problem is incorrect network settings for the music player, when your network does not use DHCP.

To correctly set the music player's network settings:

    1. Press the OPTIONS button on the front of the music player.

    2. Turn the control knob until Configure IP Address is displayed, then press the control knob to select the menu.

    3. Change the numbers to 192.168.0.10 (the music player's default setting) by rotating the control knob to change the number block values and pressing the knob to move to the next number block. When you are done changing the last number block, press the control knob to keep the changes.
      This number must be unique to the music player. The last number in this address must be greater than the number assigned to your network's main computer (the server), which should be 192.168.0.1.
      If you have more than one music player, each additional player needs its IP address changed to a unique number.

    1. Turn the control knob until Configure IP Sub-net Mask is displayed, then press the control knob to select the menu.

    2. Change the numbers to 255.255.255.0 (the music player's default setting) by rotating the control knob to change the number block values and pressing the knob to move to the next number block. When you are done changing the last number block, press the control knob to keep the changes.

This number must be the same for your music player and all networked computers.

    1. Turn the control knob until Configure IP Gateway is displayed, then press the control knob to select the menu.

    2. Change the numbers to 192.168.0.1 (the music player's default setting) by rotating the control knob to change the number block values and pressing the knob to move to the next number block. When you are done changing the last number block, press the control knob to keep the changes.

This is the same number that is used for the main computer (server) IP address. This number should be the same on all music players you install.

    1. Press the power button on the front of the music player, then turn off the main power switch on the back of the music player.

    2. Turn the main power switch back on, then press the power button. Your music player can now find your computers.

       

Your music player cannot find your music files

Your music files may be stored in folders the music player cannot find. Your digital music files must be stored in one or more of the following locations:
[drive]:\Audio
[drive]:\My Music
[drive]:\Music
[drive]:\MusicMatch Jukebox
[drive]:\My Documents\My Music
[drive]:\Program Files\MusicMatch
If your music player cannot find your playlist files, make sure you have shared the default MusicMatch playlist folder:
      [drive]:\Program Files\MusicMatch\
The folder one level above the folder containing your music files must be shared. For example, if your music files are stored in C:\My Documents\My Music you must share C:\My Documents . You should not share an entire drive.
You may want to turn on whole share on your music player, so that it searches all shared folders on your network.

To turn on whole share on your music player:

    1. Press the OPTIONS button and use the control knob to select the Search Whole Share option.

    2. Turn the control knob until Yes is blinking, then press the control knob to select the Yes option.

    3. Press the OPTIONS button to exit the Options menu.
      Access time will be longer for music files that are not in a standard shared music folder as described above.

       

Your music player cannot play your music files using S/PDIF digital audio

    S/PDIF can play only files created with 32 KHz, 44.1 KHz, and 48 KHz sample rates. If your digital music files were created using any other sample rate, you must either play them using analog audio output or re-create the files using the correct sample rate. See the MusicMatch online help for more information.

You hear distortion when your music plays

    The gain control may be set too high.

To set the gain to correct levels:

    1. Press the Play button.

    2. Turn the control knob counter-clockwise to reduce the gain until the distortion clears. For most uses, the gain should be set at 0.

    3. Use the controls on your amplified speakers or stereo system to adjust volume.

       

Your music sometimes "skips" while playing

    If your home network is experiencing heavy data traffic, the network may not be able to send the music files across the network quickly enough to reach your music player. Typically, this only happens on slower computer systems. Upgrade your computers, or avoid heavy network use while playing music. If your home network uses HPNA 1.0, consider upgrading your network to HPNA 2.0, which supports faster data transfer rates.

Your updated music file information is not accurate

Your music player does not turn on

Make sure the power cord has been securely attached to the power connector, and make sure the wall outlet has power.
A power surge may have burned out the music player's fuse, located between the power connector and main power switch on the back of the music player. To check or replace the fuse, gently pry the fuse holder out using a screwdriver. Replace the fuse with a 250 mA, 250 V slow blow fuse.

Warning

Replace fuse with only 250 mA, 250 V slow blow fuse.

Restoring your music player's default settings

    If the music player is having difficulty communicating with the network, or if you have accidentally changed a network setting, you may want to restore your music player's settings to the factory defaults, then start the setup over again.

To restore your music player's default settings:

    1. Press the OPTIONS button.

    2. Turn the control knob until Restore Factory Defaults appears, then press the control knob.

    3. Turn the control knob until Yes is blinking, then press the control knob again. The factory default settings are restored.

       

Updating your music player's programming

    Sometimes it may be necessary to update your music player's programming (also called firmware) to fix problems or add new features. When available, programming updates can be downloaded from the Internet at www.gateway.com/support/index.shtml.

To determine the version number of your music player's firmware:

Press the OPTIONS button on front of the music player. The firmware version number appears on the top line of the Information Panel.

       

To update your music player's programming:

    1. Copy the new update file to one of the shared music folders on your home network.

    2. Press the OPTIONS button on the front of the music player.

    3. Rotate the control knob until Update Flash is blinking, then press the control knob. The message Confirm Flash Update? appears.

    4. Rotate the control knob until Yes is blinking, then press the knob to start the update.

Caution

While your music player is updating its programming, do not turn off the player or interrupt the updating process until it is complete.

    1. When the update is finished, turn off the main power switch.

    2. Wait five seconds, then turn on the main power switch, then press the power button on the front of the music player.

    3. Delet the update file you copied to the shared folder in Step 1.

       

Contacting technical support

    If you have questions or problems, contact Gateway for questions concerning your Gateway Connected Music Player™, and contact MusicMatch for questions about MusicMatch Jukebox.

Support for the Gateway Connected Music Player

World Wide Web technical support

www.gateway.com/support/index.shtml

Sales, billing, and warranty information

800-846-2000

Gateway Client Care

877-485-1465

Support for MusicMatch

Online help

On the MusicMatch menu bar, select Help, then select one of the following:

  • MusicMatch Jukebox Help
  • Additional Help Online
  • Request Technical Support

World Wide Web

www.musicmatch.com

E-mail

customersupport@musicmatch.com

Postal mail

MusicMatch
16935 W Bernardo Dr., Suite 270
San Diego, CA 92127
USA

Telephone

858-485-8360

Specifications

Audio

Supported audio formats

MP3

WMA

WAV (requires Ethernet)

M3U (playlist, as generated by MusicMatch, AudioStation, and Winamp)

PLS (playlist, as generated by Winamp)

Analog outputs

Line: Stereo RCA output jacks on back panel

Headphone: Stereo ¼-inch output jack on front panel (disconnects rear panel line outputs when headphones are inserted)

Maximum output level

1.8 Vpp at 30 mA maximum load

Dynamic range

91 dB (A-weighted)

THD+N

-78 dB at 0 dB volume setting

Crosstalk

-66 dB at 1 KHz

Output impedance

Line: <1 Kohm

Headphone: <10 ohm

Bandwidth

20 Hz-20 KHz ± 1 dB

DAC resolution

24 bits (16 bits playback resolution)

D/A sample rates

8 KHz, 11.025 KHz, 16 KHz, 22.05 KHz, 32 KHz, 44.1 KHz

Gain control

Variable from +18 dB through -96 dB in 1 dB increments

Bass: Variable from ±12 dB in 1 dB increments at 100 Hz crossover

Treble: Variable from ±12 dB in 1 dB increments at 4 KHz crossover

S/PDIF
(digital output)

Toslink fiber optic connector for Sony/Phillips Digital Interface

S/PDIF sample rates

32 KHz, 44.1 KHz, and 48 KHz

Hardware specifications

AC power

120 VAC / 60 Hz

Fuse

250 V 250 mA slow blow

Operating temperature

41° to 95°F (5° to 35°C)

Storage temperature

-4° to 140°F (-20° to 60°C)

Humidity

5 to 80% relative humidity (non-condensing)

Dimensions

17 ×  10 x 1.75 inches (430 x 250 x 44 mm)

Network interfaces

Ethernet

Ethernet 10 baseT (10 Mbps Ethernet). Not compatible with networks that support only 100 baseT.

HPNA

HPNA 2.0. Operates with reduced capacity on HPNA 1.0 networks.