Troubleshooting

Model Related Troubleshooting

Bluetooth Set Up
  1. Turn Radio on by pressing the smaller knob
  2. Switch source to Bluetooth by pressing the smaller knob again until the screen reads Bluetooth
  3. Press the top of the large bezel that circles around the screen for about 3-5 seconds. The screen should turn to "Pairing Enabled"
  4. Go to smart devices Bluetooth list.
  5. You will see Tivoli | Mod XXXXX
  6. Connect!
Manual Time Set Up
  1. While radio is OFF, press and hold the smaller knob and the top of the large bezel until the date and time starts blinking.
  2. Rotate the large bezel until you see the correct month/day
  3. Press the right side of the bezel to move onto the next adjustment.
  4. Continue these steps until the date and time are correct.
Manually Adjust Screen Brightness
  1. Turn Radio ON, press and hold the smaller knob and the top of the large bezel until Contrast appears on the screen.
  2. Rotate larger bezel until customer is happy with the brightness.
  3. Contrast will time out after 5-10 seconds.
Firmware Updat

While performing a firmware update, if the update fails or a white box appears on the screen, please re-try the update. If the firmware update fails again, please contact customer support for further assistance.

Hissing/humming sound

If the customer is having issues with a humming noise while listen to AM/FM, have them exercise the tuning dial. They can do this by taking the tuner and moving it all the way left and right for a few minutes. This can help with any type of reception issues.

Excessive bass

If the customer believes there is too much bass, they can try repositioning the radio further away from the wall or they can place a small amount of tissue paper in the bass port in the back of the unit.

Poor AM reception

If a customer is having issues with poor reception, they can purchase one of our AM antennas or they can purchase Terk’s AM Advantage antenna. Also be sure to let them know that can try placing the radio in different parts of there house to see if they can get better reception.

Grease (Clear substance) leaking out of the tuner

This liquid is grease that helps the tuner move fluidly when changing stations. It is normal for grease to come out of the tuner periodically. This usually happens to older radios. This is not hazardous to one's health nor will it cause any damage to the radio.

Loose connector port for power cord

If a customer has a loose connector port, suggest that they purchase an iPAL power supply or a 800 mA power supply to use in the 12VDC port.

Hissing/humming Sound

If the customer is having issues with a humming noise while listen to AM/FM, have them exercise the tuning dial. They can do this by taking the tuner and moving it all the way left and right for a few minutes. This can help with any type of reception issues.

Excessive bass

If the customer believes there is too much bass, they can try repositioning the radio further away from the wall or they can place a small amount of tissue paper in the bass port in the back of the unit.

Poor AM reception

If the customer is having issues with poor reception, they can purchase one of our AM antennas or they can purchase Terk’s AM Advantage antenna. Also be sure to let them know that can try placing the radio in different parts of there house to see if they can get better reception.

Bluetooth not connecting

If the customer is having issues connecting their device to the radio, make sure that their device has Bluetooth. If it does, make sure that the Model 1 BT is on “Aux/BT”, forget the device on their device and attempt to reconnect again. If they are unsuccessful, they may need a Bluetooth update. Note: radios after 10/14 have been given the new update.

Battery does not charge

If the battery does not charge, the customer can jump start the battery. To do this, take the battery out, plug the radio in, put the battery in while the radio is on. Let the battery charge for 4-5 hours while the radio is off. This can help build the battery cells back up.

Sticky coating (old Pal/iPal radios)

If the customer has issues with a sticky coating, they can clean the surface with goo-gone or a small amount of warm soap and water.

Hissing/Humming noise

If the customer is having issues with a humming noise while listen to AM/FM, have them exercise the tuning dial. They can do this by taking the tuner and moving it all the way left and right for a few minutes. This can help with any type of reception issues.

Bluetooth not connecting

If the customer is having issues connecting their device to the radio, make sure that their device has Bluetooth. If it does, make sure that the Model 1 BT is on “Aux/BT”, forget the device on their device and attempt to reconnect again. If they are unsuccessful, they may need a Bluetooth update.


If customers PAL BT is from 2018 (SN ending in 18, have them press and hold pair button located on the back of the radio for 2-3 seconds and BT should appear on smart device BT list

Set-up Issues

The LED light on the Sphera will explain what you are experiencing please see the break down of the LED light below:

  • Blinking Red/Blue = Looking to connect to a source
  • Blinking Green = Unit on WIFI source, looking to be set up over app
  • Blinking Blue = Unit on Bluetooth source, looking to pair with smart device
  • Blinking AUX = Unit on AUX source, looking to connect with other speaker of AUX cable.
  • Blinking Red, Green, Blue = Reach out to Customer service for support.
  • Solid Green = Unit is connected over WIFI
  • Solid Blue = Unit is connected over Bluetooth
  • Solid Red = Unit is OFF
  • Solid Purple = Unit is on AUX mode
Fast Blinking Multi-colored Lights

If you have purchased the Tivoli Audio battery for your Cube, and you see fast blinking multi-colored lights, and you are having trouble reconnecting your speaker over our app, please follow the instructions below:

 
  1. Unplug the battery
  2. Plug your Cube into the power supply
  3. Turn your Cube on
  4. Wait for Blue/Red flashing light to turn solid Green
  5. Plug the battery back into your Cube
 

If this does not resolve your issue, please reach out to Customer Service for further support.

CD player is not working properly

If the customer is having issues with the Cd player, instruct them to unplug the system for 5 minutes. They can also do a hard-reset by going into the settings. If a CD is completely stuck, have them send it in to be removed.

Dysfunctional display

If the screen is not working properly, have the customer reset the system. They can also unplug the system for five minutes. Make sure the batteries in the back of the unit are new as well.

Loses time/does not change for day-light savings

If the customer has a problem with them time, have the turn off the auto-clock and set the time manually.

Bluetooth not connecting

If the customer is having issues connecting their device to the radio, make sure that their device has Bluetooth. If it does, make sure that the Model 1 BT is on “Aux/BT”, forget the device on their device and attempt to reconnect again. If they are unsuccessful, they may need a Bluetooth update.

Poor AM reception

If a customer is having issues with poor reception, they can purchase one of our AM antennas or they can purchase Terk’s AM Advantage antenna. Also be sure to let them know that can try placing the radio in different parts of there house to see if they can get better reception.

Screen is not coming on

MSY, MSY2 and MSYBT all have the AA batteries th at help stabilize the microprocessor that runs the screen. If the batteries are dead, or not in the radio, and there is a power failure the screen will stop working.

 

To fix this, unplug the radio and put new batteries in it. With the new batteries installed let it sit overnight. It should really only need a few minutes, but the one I own takes a little while sometimes. When the customer plugs the radio in again it will work just fine.

Resetting

Press and hold clock, alarm 1, and alarm 2 until the system reads, “resetting please wait” OR go into the settings option and find “factory reset”.

Bluetooth Set Up
  1. Turn Radio on by pressing the smaller knob
  2. Switch source to Bluetooth by pressing the smaller knob again until the
  3. screen reads Bluetooth
  4. Press the top of the large bezel that circles around the screen for about 3-5
  5. seconds. The screen should turn to "Paring Enabled"
  6. Go to smart devices Bluetooth list.
  7. You will see Tivoli | Mod XXXXX
  8. Connect!
Manual Time Set Up
  1. While radio is OFF, press and hold the smaller knob and the top of the large bezel until the date and time starts blinking.
  2. Rotate the large bezel until you see the correct month/day
  3. Press the right side of the bezel to move onto the next adjustment.
  4. Continue these steps until the date and time are correct.
Manually Adjust Screen Brightness
  1. Turn Radio ON, press and hold the smaller knob and the top of the large bezel until Contrast appears on the screen. q
  2. Rotate larger bezel until customer is happy with the brightness. Current Product Sheets Page 1
  3. Rotate larger bezel until customer is happy with the brightness.
  4. Contrast will time out after 5-10 seconds.
Firmware Update

While performing a firmware update, if the update fails or a white box appears on the screen, please re-try the update. If the firmware update fails again, please contact customer support for further assistance.

Set-up Issues

The LED light on the Sphera will explain what you are experiencing please see the break down of the LED light below:

  • Blinking Red/Blue = Looking to connect to a source
  • Blinking Green = Unit on WIFI source, looking to be set up over app
  • Blinking Blue = Unit on Bluetooth source, looking to pair with smart device
  • Blinking AUX = Unit on AUX source, looking to connect with other speaker of AUX cable.
  • Blinking Red, Green, Blue = Reach out to Customer service for support.
  • Solid Green = Unit is connected over WIFI
  • Solid Blue = Unit is connected over Bluetooth
  • Solid Red = Unit is OFF
  • Solid Purple = Unit is on AUX mode
Fast Blinking Multi-colored Lights:

If you have purchased the Tivoli Audio battery for your Sphera, and you see fast blinking multi-colored lights, and you are having trouble reconnecting your speaker over our app, please follow the instructions below:

 
  1. Unplug the battery
  2. Plug your Sphera into the power supply
  3. Turn your Sphera on
  4. Wait for Blue/Red flashing light to turn solid Green
  5. Plug the battery back into your Sphera
 

If this does not resolve your issue, please reach out to Customer Service for further support.

Clock does not work/loses time

If the analog clock is having this issue, tell the customer to make sure that the AA battery not dead. The clock runs only on the battery.

Clock light stops working

If the clock light stops working, make sure that the AA battery is not damaged or dead. This part is not able to be replaced.

No sound

If the customer has no sound coming out of their unit, make sure that the balance knob is positioned properly.

Hissing/humming noise

If the customer is having issues with a humming noise while listen to AM/FM, have them exercise the tuning dial. They can do this by taking the tuner and moving it all the way left and right for a few minutes. This can help with any type of reception issues.

Bluetooth not connecting

If the customer is having issues connecting their device to the radio, make sure that their device has Bluetooth. If it does, make sure that the Model 1 BT is on “Aux/BT”, forget the device on their device and attempt to reconnect again. If they are unsuccessful, they may need a Bluetooth update. Note: radios after 10/14 have been given the new update.

Poor AM reception

If a customer is having issues with poor reception, they can purchase one of our AM antennas or they can purchase Terk’s AM Advantage antenna. Also be sure to let them know that can try placing the radio in different parts of there house to see if they can get better reception.

Set-up Issues

The LED light on the Model Sub will explain what you are experiencing please see the break down of the LED light below:

  • Blinking Red/Blue = Looking to connect to a source
  • Blinking Green = Unit on WIFI source, looking to be set up over app
  • Blinking Blue = Unit on Bluetooth source, looking to pair with smart device
  • Blinking AUX = Unit on AUX source, looking to connect with other speaker of AUX cable.
  • Blinking Red, Green, Blue = Reach out to Customer service for support.
  • Solid Green = Unit is connected over WIFI
  • Solid Blue = Unit is connected over Bluetooth
  • Solid Red = Unit is OFF
  • Solid Purple = Unit is on AUX mode

Set-up Issues

The LED light on the ConX will explain what you are experiencing please see the break down of the LED light below:

  • Blinking Red/Blue = Looking to connect to a source
  • Blinking Green = Unit on WIFI source, looking to be set up over app
  • Blinking Blue = Unit on Bluetooth source, looking to pair with smart device
  • Blinking AUX = Unit on AUX source, looking to connect with other speaker of AUX cable.
  • Blinking Red, Green, Blue = Reach out to Customer service for support.
  • Solid Green = Unit is connected over WIFI
  • Solid Blue = Unit is connected over Bluetooth
  • Solid Red = Unit is OFF
  • Solid Purple = Unit is on AUX mode

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