Support FAQ - Dension When your Dension player is working properly, all four status LEDs will be lit. If one or more lights are off or blinking, it may indicate an issue. Use our FAQ guide below to find out what’s wrong. We hear no music This can be due to several reasons. Look at the front panel of your Dension ISR and compare it to one of the five scenarios below: 1. The LED marked “Status” is blinking Unplug the power adapter for 30 seconds to restart the device. If the problem remains, please contact our support team. 2. The LED marked “Status” is off The Dension player has been configured to only play music during a set time period (e.g., your opening hours). If you want to update the schedule, contact our support team. 3. Only the LED marked “Power” is lit The player is offline and not receiving configuration. Please contact our support team for assistance. 4. None of the LEDs are lit Check that the power adapter is securely connected. Try another outlet. If the device still doesn’t turn on, please contact support. 5. All four LEDs are on The player is online and configured correctly. The issue is likely with your sound system. Try the steps below or contact your audio supplier: Ensure your amplifier/transmitter is turned on. Check that the RCA cable is fully connected between the Dension and amplifier input. Confirm the correct input source is selected on your amplifier. Check that input and master volume are set appropriately. Try switching input channels and update the source accordingly. Try replacing the RCA cable or other audio cables. Contact your audio provider – here are some contacts: Loud of Sweden: [email protected] Audio Pro (Business, Sonab): Submit a ticket Sonos: Get support No new music updates? Your Dension player is probably offline. Important: If other networked equipment is also offline, the issue is likely with your network – contact your IT department. Troubleshooting steps: Check that the network cable is properly connected to both Dension and router/switch. Restart the device by unplugging the power for 30 seconds. Ask IT to verify if recent changes could have affected network access. Try replacing the network cable. If nothing helps, contact Royal Streaming support. Note: If using WiFi and the SSID or password has changed, the player must be reconfigured. If possible, temporarily connect a network cable so we can reconfigure it remotely. Music is choppy or cuts out Ensure that RCA cables are properly connected and not damaged. If the issue persists, contact your sound system provider. Loud of Sweden: [email protected] Audio Pro (Business, Sonab): Submit a ticket Sonos: Get support The music is repetitive If only “Power” and “Status” LEDs are lit, you’re offline. See section 2 above. Once online, all queued updates will be downloaded and played automatically. If all 4 LEDs are lit and music is still repetitive, please contact support. The music does not play in the correct time span The Dension is programmed to follow a schedule (typically your opening hours). If playback doesn’t follow the expected times, contact support to adjust the settings. Returning your device If INSIDE the EU: Important: Send as traceable parcel. Include the Dension ISR and the 12V power adapter. Royal Streaming AB Kungsgatan 38 SE-753 20 Uppsala Sweden Attn: Support Email: [email protected] Tel: +46 (0)18-432 03 00 Missing player + adapter: 1800 SEK (ex. VAT) Missing adapter only: 250 SEK (ex. VAT) If OUTSIDE the EU: Shipping details: Product: Dension ISR Manufacturer: Dension Model: ISR HS code: 8517.69.00 Origin: Hungary Dimensions: 6.7 x 12 x 2.2 cm Weight: 0.131 kg Value: 1799 SEK Product: Power Adapter (12V) Model: M120100E211C HS code: 8504.40.00 Origin: China Value: 1 SEK (included item) Still need help? Reach out to our support team – we’re here to help. Our goal is to respond within two hours, Monday to Friday, 09:00–17:00 CET, or by the next working day at the latest. Phone: +46 18-432 03 00 Mail: [email protected] Installation guide
