FAQ – Dension

Case: We hear no music

This can be related to different reasons, please have a look at the front of your Dension ISR and choose one of five (1-5) listed situations below:

1. The LED marked ”Status” is blinking

Sollution: Restart the Dension ISR by unplugging the power cable for 20 seconds. if you still don´t hear any music, please contact our Support.

2. The LED marked ”Status” is off

Sollution: The Dension ISR has been programmed to play music under a certain period of time, for example during your opening hours. All hours outside that the Dension ISR won’t be playing any music. If you need to change the time frame for any reason, please contact our Support.

3. Only the LED marked ”Power” is on

Sollution: This means that the Dension ISR is both offline and that our configuration isn´t working. Please contact our Support for further assistance.

4. None of all LEDs are on

Sollution: The Dension IRS is powerless and you need to ensure that the power adapter is fully connected to both ”Power (12V) and to an electric outlet. If you still don’t hear any music try another electric outlet. If you still don’t hear any music, please contact our support for further assistance. 

5. All 4 LEDs are on

Sollution: This is probably not related to the Dension ISR, but to your sound system and we recommend you to contact your sound system supplier or try our troubleshooting listed below:
1. Ensure that you amplifier/transmitter is on
2. Ensure that the RCA cable is fully connected to both Dension ISR ”Line out” and to your amplifier/transmitter input
3. Check that correct input is choosed to play
4. Check that the input volume and master volume is set according to your daily standard
5. Change input on your amplifier. Do not forget to also change input to be played.
6. Change RCA cable (or other sound cable models)
7. Contact your sound system supplier – perhaps one of following:

Loud of Sweden: [email protected]
Audio Pro (Business, Sonab): Submit a Audio Pro ticket
Sonos: Get support

Case: We don´t think we get any new music?

Sollution: your Dension ISR is probably offline. Please se our troubleshooting below:
NOTE! If this also applies on other network based equipment, this issue is probably not related to the music device – please contact your IT-department instead.

Troubleshooting – try if some of these steps will help you solve your problem.
– Check that the network cable is fully connected to both Dension ISR ”Ethernet” and to your router/switch. If still not working:
– Restart Dension ISR by unplugging the power cable for 20 seconds. If still not working:
– Contact your IT-department to ensure that todays connection is OK. You could also ask if any changes have been made which might have put Dension ISR in an offline mode. If still not working:
– Exchange your network cable. If still not working:
– Contact our Support

NOTE! If you have Dension ISR based on wifi and have changed SSID and/or password, please contact us. If possible, connect a network cable to Dension ISR and to the store network temporarily. By that, we can re-configure SSID and/or password remotely.

Case: The music is ”choppy”, i.e. stopping and starting
1. Start by ensuring that the RCA cables (or other sound cable models) conneced to Dension Line Out and your amplifier/transmitter isen’t ”glitching”
2. Contact your sound system supplier – One of them might be listed below.

RCA cables

Loud of Sweden: [email protected]
Audio Pro (Business, Sonab): Submit a Audio Pro ticket
Sonos: Get support

Case: The music is repetitive

Sollution: Look at the Dension ISR to see if you´re offline (only ”power” and ”status” are lightning)
, please go to ”Dension ISR is offline..” or contact us. You have probably several music updates in the queue and once you’re back online, updates will follow trough and start playing.

NOTE! If all 4 LEDs are lightning you’re online and your music updates are according to the agreement. If you still experience it repetitively, please contact us.

Case: The music does not play in the correct time span

Sollution: The Dension ISR is programmed to play between ”start” A and ”stopp” B, but can also be 24/7. If you experience that Dension ISR is incorrect configured, please contact us.

Case: I need to return the device, where do I send it?
If INSIDE EU:

Note! The parcel must be sent as traceable and Dension ISR + associated power adapter (12V) must be included in the package.

Company: Royal Streaming AB
Address: Skolgatan 6
Zip code: 753 11
City: Uppsala
Country: Sweden
Attention: Support
Email: [email protected]
Phone: +46 (0)18-43 20 300

Missing Dension ISR + associated power adapter will be invoiced 1800 SEK ex VAT within 30 days. Missing power adapter will be invoiced 250 SEK ex VAT.

If OUTSIDE EU

Use return shipping and apply the following information: 

Product: Dension ISR
Manufacture: Dension
Model: ISR
HS-code: 8517.69.00
Country of orgin: Made in Hungary
Dimensions: 6,7 x 12 x 2,2 cm (L x W x H)
Weight: 0,131 kg
Value: 1799 SEK

Product: Power adapter (12V)
Manufacture: POWER ADAPTER
Model: M120100E211C
HS-code: 8504.40.00
Country of orgin: Made in China
Dimensions: Piece
Value: 1 SEK (associated product to Dension ISR)