Podcatcher Classic Troubleshooter
Use this troubleshooter when a Podcatcher Classic does not play audio, does not start a tour or does not sync. Answer each question; the next step depends on your answer. You will end with a solution, or a clear point to contact the helpdesk or return the device.
Is there visible damage or a mechanical problem with the Podcatcher Classic?
Is the battery of the Podcatcher Classic visibly damaged?
Contact the helpdesk.
The Podcatcher Classic must be replaced, but it may not be safe to transport it back to Guide-ID.
Return the Podcatcher Classic to Guide-ID (RMA).
The Podcatcher Classic is damaged and must be replaced.
Does the Podcatcher Classic show a red light, but not all lights?
Return the Podcatcher Classic to Guide-ID (RMA).
The Podcatcher Classic indicates a hardware problem.
Does the tour have any unpublished changes?
Publish the tour and start a new sync on the Podcatcher Classic. Restart the troubleshooter after the sync is finished.
Has the latest sync finished successfully on the Podcatcher Classic?
When in doubt, wait for the next sync or start one manually — a sync solves many problems. Check the serial number on the back of the Podcatcher Classic, then go to Hardware → Podcatchers in the Platform and check that its last sync succeeded.
Put the Podcatcher Classic in a Dockingstation for a few seconds, then remove it and observe the lights. Which lights on the Podcatcher Classic are on or blinking after 5 seconds?
Scan any normal IDentifier. Does the Podcatcher Classic play a beep tone?
Try several IDentifiers, as their batteries may be empty. On some sites, Start IDentifiers need longer aiming.
Now scan a tour start IDentifier, or dock and undock the Podcatcher Classic if your tour has an autostart trigger. Is the green LED blinking, or just on?
Does your tour have an autostart trigger?
The Podcatcher Classic has not started a tour. In order to play normal clips, it must start a tour.
Do the LEDs react when inserting the Podcatcher Classic in a Dockingstation?
Remove the Podcatcher Classic from the Dockingstation. Is the green light now blinking, indicating it has started a tour?
The problem should be resolved.
If not, restart the troubleshooter.
Contact the helpdesk.
The Podcatcher Classic seems to work, but the tour autostart does not. There might be an issue in the tour configuration.
What color is the Dockingstation light?
Connect the Dockingstation to a power source.
The Dockingstation is not charging the Podcatcher Classic. Therefore the Podcatcher Classic does not recognize when it is being docked or undocked, and tour autostart will not work.
Return the Podcatcher Classic to Guide-ID (RMA).
The Podcatcher Classic does not recognize when it is being docked or undocked, but the Dockingstation is powered.
Are you sure that the IDentifier code matches a code listed as tour start IDentifier in the Platform?
Does the IDentifier send the expected code?
Dock the Podcatcher Classic, press and hold the left and center button, then remove the Podcatcher Classic from the Dockingstation while holding both buttons. The Podcatcher Classic is now in Pronounce mode and you can release the buttons. Aim at the IDentifier, and check if the pronounced code matches the expected code.
Contact the helpdesk.
The Podcatcher Classic responds to IDentifiers, but will not start a tour. There might be an issue in the tour configuration.
Correct the code in the Platform, and sync the Podcatcher Classic.
The Podcatcher Classic should now start a tour when aiming at the IDentifier.
Correct the code in the Platform, and sync the Podcatcher Classic. The Podcatcher Classic should now start a tour when aiming at the IDentifier.
Scan an IDentifier that is linked to a stop with audio. Does the Podcatcher Classic play the audio?
Contact the helpdesk.
The Podcatcher Classic appears to function correctly.
Are you sure that the IDentifier code matches a code assigned to a stop in the Platform, in the tour you have started?
Does the IDentifier send the expected code?
Dock the Podcatcher Classic, press and hold the left and center button, then remove the Podcatcher Classic from the Dockingstation while holding both buttons. The Podcatcher Classic is now in Pronounce mode and you can release the buttons. Aim at the IDentifier, and check if the pronounced code matches the expected code.
Contact the helpdesk.
The Podcatcher Classic responds to IDentifiers and has started a tour, but will not play the expected audio. There might be an issue in the tour configuration.
Correct the code in the Platform, and sync the Podcatcher Classic.
The Podcatcher Classic should now start a tour when aiming at the IDentifier.
Correct the code in the Platform, and sync the Podcatcher Classic. The Podcatcher Classic should now start a tour when aiming at the IDentifier.
Does the yellow light blink when aiming at an IDentifier?
Return the Podcatcher Classic to Guide-ID (RMA).
There seems to be a problem with the Podcatcher Classic speaker.
Could you be using very old (V1) IDentifiers?
A site setting can make the Podcatcher Classic ignore V1 IDentifiers.
Contact the helpdesk to check the V1 IDentifier setting for your site.
The setting is managed by Guide-ID. After it has been changed, sync the Podcatcher Classic devices.
If possible, aim the Podcatcher Classic at the warning IDentifier. Does the Podcatcher Classic respond to that?
Check the IDentifier batteries.
IDentifier batteries last about one to two years indoors — see Replacing IDentifier batteries. If new batteries do not solve the issue, contact the helpdesk.
Return the Podcatcher Classic to Guide-ID (RMA).
The Podcatcher Classic has a problem receiving IDentifier signals.
Which answer best describes the blinking of the yellow LED?
Place the Podcatcher Classic back in the Dockingstation and start a new sync on the Podcatcher Classic.
If you are still experiencing an issue with your Podcatcher Classic, restart the troubleshooter or contact the helpdesk.
Place the Podcatcher Classic back in the Dockingstation and start a new sync on the Podcatcher Classic.
If you are still experiencing an issue with your Podcatcher Classic, restart the troubleshooter or contact the helpdesk.
Place the Podcatcher Classic back in the Dockingstation and start a new sync on the Podcatcher Classic.
If you are still experiencing an issue with your Podcatcher Classic, restart the troubleshooter or contact the helpdesk.
Place the Podcatcher Classic back in the Dockingstation and start a new sync on the Podcatcher Classic.
If you are still experiencing an issue with your Podcatcher Classic, restart the troubleshooter or contact the helpdesk.
The battery is not charged enough for a tour. Place the Podcatcher Classic back in the Dockingstation to charge for 6 hours.
If you are still experiencing an issue with your Podcatcher Classic, contact the helpdesk.
Contact the helpdesk.
The yellow light indicates a problem with the Podcatcher Classic but it is unclear which.
Are both green and yellow lights both on continuously?
If yellow blinks, choose no.
Press and hold the A & C buttons of the Podcatcher Classic for 10 seconds. Did all 3 LEDs start flashing?
The Podcatcher Classic has been reset. Perform a sync on the Podcatcher Classic and verify if the issue persists.
If you are still experiencing an issue with your Podcatcher Classic, restart the troubleshooter or contact the helpdesk.
Return the Podcatcher Classic to Guide-ID (RMA).
The Podcatcher Classic has a problem starting up.
Return to the previous question and choose green.
Press any button, did any LED change or did you hear a tone?
The Podcatcher Classic is in Test Mode. Perform a sync on the Podcatcher Classic to fix this problem.
Put the Podcatcher Classic in a Dockingstation to charge for an hour. Have the lights switched off or changed after an hour?
The problem could be resolved. If not, restart the troubleshooter.
Does the issue persist after a new sync?
Sync the Podcatcher Classic again and verify if all three LEDs are still lit for a long time when undocking.
Return the Podcatcher Classic to Guide-ID (RMA).
The Podcatcher Classic has a problem starting up.
The Podcatcher Classic log was full and is now emptied by the sync.
If you are still experiencing an issue with your Podcatcher Classic, restart the troubleshooter or contact the helpdesk.
Observe closely: is the yellow LED flashing briefly every 3 seconds?
The battery is not charged enough for a tour. Place the Podcatcher Classic back in the Dockingstation to charge for 6 hours.
If you are still experiencing an issue with your Podcatcher Classic, contact the helpdesk.
Put the Podcatcher Classic back in the Dockingstation. Do the Podcatcher Classic lights switch on when in the Dockingstation, and immediately off when removed from the dock?
Remove the front label of the Podcatcher Classic. Is the power switch (on the right side) in the Down position?
Place the Podcatcher Classic in a Dockingstation for at least 6 hours.
The Podcatcher Classic battery is completely empty, or it might be stuck in boot mode. Restart the troubleshooter if the problem persists.
The Podcatcher Classic is switched off. Set the switch in the down position to enable the battery power.
Use a small screwdriver or a paperclip to reach the switch.
Place the Podcatcher Classic in a Dockingstation for at least 6 hours.
The Podcatcher Classic battery is completely empty, or it might be stuck in boot mode. Restart the troubleshooter if the problem persists.
What color is the light on the Dockingstation where the Podcatcher Classic was synced?
The Dockingstation is not charging the Podcatcher Classic. Connect the Dockingstation to a power source and charge the Podcatcher Classic for at least 6 hours.
If you are still experiencing an issue with your Podcatcher Classic after charging, restart the troubleshooter or contact the helpdesk.
Put the Podcatcher Classic in the Dockingstation and wait 5 seconds. Which lights on the Podcatcher Classic are on or blinking?
In the Platform, go to Hardware → Podcatchers. Is a warning shown for the slot the Podcatcher Classic is in?
The Podcatcher Classic seems fine but cannot sync. There might be a problem with the Dockingstation.
The Dockingstation has a broken slot.
Mark the slot so it is not used again, or return the Dockingstation to Guide-ID.
Contact the helpdesk.
There might be an issue with the Dockingstation or the sync computer.
Keep the Podcatcher Classic in the Dockingstation for at least 60 minutes. Are all 3 lights still lit?
The Podcatcher Classic might be booting, or require a software update.
Return the Podcatcher Classic to Guide-ID (RMA).
The Podcatcher Classic has an issue preventing it from booting or performing a software update.
Perform another sync on the Podcatcher Classic. Did the sync fix the issue?
The logspace of the Podcatcher Classic was full and is now cleared by the sync.
If you are still experiencing an issue with your Podcatcher Classic, restart the troubleshooter or contact the helpdesk.
Return the Podcatcher Classic to Guide-ID (RMA).
The Podcatcher Classic has an issue preventing it from booting or performing a software update.
Keep the Podcatcher Classic in the Dockingstation for at least 6 hours. Then retry the sync.
The Podcatcher Classic battery is completely empty, or it might be stuck in boot mode. Restart the troubleshooter or contact the helpdesk if the problem persists.
What the troubleshooter checks
Section titled “What the troubleshooter checks”Damage and hardware faults. Visible damage, a damaged battery (contact the helpdesk first — it may not be safe to ship), or a red light that points to a hardware fault.
Content and sync. Unpublished changes, and whether the last sync of this device succeeded in Hardware → Podcatchers.
What the lights show after undocking. Green: the device works — it checks IDentifiers, Start IDentifiers, autostart and the code an IDentifier sends (with Pronounce mode). Yellow: the blink pattern tells you whether the device needs a new sync or more charging. Green and yellow together: a reset with the A and C buttons. All lights: Test Mode, a full log, or a device that will not start. No lights: an empty battery or the power switch.
The Dockingstation. Its light, power, and slots that do not work properly.
Related articles
Section titled “Related articles”- Troubleshooting Podcatcher Classic — common problems and solutions
- Podcatcher Classic LEDs — what the lights mean
- Synchronizing Podcatcher Classic — when content reaches the devices
- AV-Sync Classic Troubleshooter — when AV-Sync does not work
- Contact Support — reach the helpdesk