Before you begin
Start with the room, not the status badge. A player shown as offline may still be playing downloaded music, while an online player can be silent for an intentional or scheduled reason.
Avoid restarting a degraded but audible player until you know which state you are trying to fix.
You will need
- Someone at the venue who can confirm what the room can actually hear.
- Dashboard access to the affected location and zone.
Confirm the real symptom at the venue
Ask whether the room is silent, playing the wrong music, repeating a short section, or still playing normally. Check the amplifier, speaker selector, and physical volume path before assuming Beat Breeze stopped.
Open Why is nothing playing?
Open Locations, choose the affected zone, and expand Why is nothing playing? in the Control room. The diagnostic uses the zone's current state to suggest the next relevant action.
Match the diagnostic to the symptom
The diagnostic can distinguish an intentional pause, a time between scheduled hours, no paired player, an unreachable player, an online player that appears stalled, player volume at 0%, a lapsed subscription, or no music selected.
Follow the specific recovery action
Use the action offered for that state: Zone settings, Today's flow, Get player online, Player volume, Manage billing, or Choose music.
For an unreachable player, check power and internet at the venue, then reopen Beat Breeze Player. On a browser player, Tap to start sound needs one tap. If it says Already playing in another window, close the other player window first.
Verify both the room and dashboard
Confirm audible playback at the venue, then check that the zone reports the expected player, music, schedule state, and volume. Do not close the incident on a green dashboard badge alone.
Confirm it worked
What success looks like
- Someone at the venue confirms the intended music is audible through the correct speakers.
- The Control room state matches the device and music heard in the room.
- The recovery did not interrupt a player that was already using downloaded playback successfully.
Troubleshooting
The dashboard says offline but music is audible
Leave the player running while you investigate connectivity. It may be using downloaded music. Restore the network without turning an audible venue into a silent one.
The player is online but appears stalled
Use the diagnostic action for the stalled state, confirm the player app is in front, and compare the room with the dashboard before restarting.
The zone is between scheduled hours
Open Today's flow and confirm the next expected music block. Change the schedule only if the venue should be playing at the current local time.
The subscription has lapsed
Ask the account owner to open Billing. Do not attempt payment or subscription changes from a team member's account.
Tell us what is happening in your venue
Include the location, zone, player type, and the last step you completed. That gives our support team a useful starting point.
Contact Beat Breeze support