PA not playing announcements

In most cases, announcements fail to play due to problems with PA devices (Q-SYS core, Bosch Praesideo, ATEIS). These problems can be reduced to a network issue or a PA device malfunction:

Network issue:

• PA has lost connectivity to the server.
• A firewall on active network devices (router, switch) is blocking communication on the necessary ports.

Unit malfunction:

• Device is not working due to a power outage or UPS failure
  • Check the power cables and electricity for possible issues
• Device is stuck and needs a reboot
  • check the device from the hardware perspective
  • check for possible overheating problems
  • check the device logs
• Internal storage got depleted and no longer accepts calls
  • delete unused/temporary files through the web interface of the device
  • if the issue is recurring, schedule regular maintenance on the device

In either case, basic information about the status of a PA device can be found in the OpsUI on the Audio devices tab, which lists all PA devices. The status of PA devices is shown by the icon in front of their ID:

• If the icon is green, it means that the device is enabled and properly connected to the system. 
• If the icon is gray, it means that the device is disabled and/or not properly connected to the system.

1. Check reachability of PA devices

The device responds to ping:

• Try to open the web interface of the device to see if it is responding.
• Reboot the device.

If the device does not respond to ping:

• Check for network/power outage.
• Reboot the PA device manually.

2. When the status of PA device is gray

A) Audio devices tab  Open the Audio devices tab. Click on the PA device with a gray icon.
B) Edit PA device page Verify all settings and that the Enable checkbox is checked.  Save any configuration changes. Check if the PA device has a green square indicator now.

3. The status of PA device is green but the announcements are still not playing

A) Audio devices tab  Open the Audio devices tab. Click on the PA device with a green icon.
B) Edit PA device page Click the reboot button. Wait few seconds when the device becomes active. Check if announcements are playing now. Note: if announcements are still not playing yet in the Queue tab the state of the announcement is Done, there might be an issue with other sound devices in the path, specifically amplifiers and loudspeakers. This is also a thing to check for possible errors.

If you are having trouble resolving a problem with your PA devices and you are sure they are set up correctly and reachable on the network, contact Simpleway for assistance.