FAQ & Troubleshooting

This section covers common questions, issues, and their solutions.

General Information

Status Lights

The DVOX unit’s front panel features a backlit arrow which indicates the unit’s status:

Device Status

Using the device status on the web interface can help with troubleshooting:

• DVOX units periodically send status updates to the server
• Status includes local IP address and stream status
• Timestamp shows last successful sync
• If status doesn’t show “ready” after 5 minutes:
  1. Turn off the device
  2. Wait 10 seconds
  3. Turn back on

Account & Access Issues

I Have Not Received My Activation Email

Solutions:

1. Check your junk mail and promotions folder
2. Verify you’re using the same email as provided to sales team
3. If still not found, contact support@dvox.live

My Activation Link Does Not Work

Note: Activation links expire after 7 days.

Solutions:

1. If expired: Contact support@dvox.live for a new link
2. Verify the link hasn’t been modified
3. Try in a different browser

I Received the Activation Link at the Wrong Email Address

I Forgot My Password

Solutions:

1. Use the “Forgot Password” link on dvox.live/admin page
2. Enter your email address
3. Follow the password reset link sent to you
4. Create a new password

If reset doesn’t work:

• Contact a Host or Distributor account holder to force reset your password
• Or contact support@dvox.live

Hardware Connection Issues

The Arrow Light Indicator is Not Lit

The Arrow Light is Chasing Blue Indefinitely

Meaning: Unit is stuck in boot-up process.

Solutions:

1. DVOX units can take 5+ minutes to complete initialization
2. If still chasing blue after 5 minutes:
   • Turn off the unit
   • Wait 10 seconds
   • Turn back on
   • Wait another 5 minutes
3. If problem persists, contact support@dvox.live

The Arrow Light is Chasing Yellow

Meaning: Unit cannot access the internet/network.

Solutions:

1. Try a different Ethernet cable
2. Ensure there’s internet access on the network
3. Verify the DVOX unit is whitelisted using its MAC address
4. Check that network has connectivity

If problem persists, contact support@dvox.live or your sales representative.

Controller & Inventory Issues

I Cannot Find My Serial Number

The serial number is located:

1. On the back of the DVOX unit (sticker label)
2. On the exterior of your shipping box
3. In your purchase confirmation email

My DVOX Unit is Not Listed in DVOX Manager

Solutions:

1. Your controller is assigned to your DVOX account upon purchase
2. Verify you’re using the correct account
3. If the unit was recently purchased, it may take a few minutes to appear
4. If still missing, contact support@dvox.live

Event & Stream Issues

I Cannot Find My Event on dvox.live

My Stream is Not Working - “Oops? Are you Connected to the Right Wi-Fi?”

Solutions:

1. Verify your input pairing in the events page of DVOX Manager
2. Confirm you’re connected to the correct Wi-Fi network
3. Ensure the DVOX unit is whitelisted on your network
4. Check that the controller is showing ONLINE in Controllers section

My Stream is Not Working - There is No Sound

Solutions:

1. Check your audio output volume is not muted
2. Check your device volume (headphones, Bluetooth speaker, etc.)
3. Verify the audio source is actually providing audio
4. Try another stream or device to isolate the problem
5. Confirm the XLR cables are properly connected

Guest Access Issues

Guests Can’t Find Wi-Fi Network

Guests’ Browsers Won’t Load dvox.live

Solutions:

1. Verify device is connected to your local Wi-Fi
2. Test with a different website first (to check internet)
3. Clear browser cache and cookies
4. Try a different browser
5. Wait a few moments and refresh the page
6. Check Wi-Fi signal strength in the area

Quick Support Contacts

Before Contacting Support

Have the following information ready:

• Controller serial number (on device label)
• Issue number (on device label)
• Your account email
• Error message (if any)
• What were you trying to do?
• What happened instead?
• Have you tried any solutions?
• When did this issue start?