Troubleshooting Guide

This guide helps you quickly resolve the most common issues with Guide-ID hardware and audio tours.

Quick diagnosis

Symptom	Likely cause	Solution
No audio playing	Content not synced or volume muted	Audio Not Playing
Beacon not triggering	Beacon out of range, off, or low battery	Beacon Not Detected
Basecamp offline	Network issue or wrong WiFi credentials	Basecamp Network Issues
Podcatcher Pro shows red LED	Hardware fault	Podcatcher Pro LEDs
Content not updating	Podcatcher Pro not docked long enough	Basecamp Overview

Before contacting support

Most issues can be resolved by following these steps:

1. Restart the device — Turn the Podcatcher Pro off and back on using the power button.
2. Re-dock in Basecamp — Place the Podcatcher Pro back in its Basecamp slot for at least 15 minutes to sync content and charge.
3. Check Basecamp status — Verify the Basecamp is online in the Platform under Hardware > Basecamps.
4. Check beacon batteries — For Beacon Lite devices, replace the CR2032 battery. For Beacon Pro, recharge via USB-C.
5. Review the sync history — In the Platform, check the Basecamp’s sync history for error messages.

Common issues

Audio and playback

• Audio Not Playing — no sound from speaker or headphone jack

Connectivity

• Basecamp Network Issues — Basecamp cannot connect to the internet

Beacons and triggering

• Beacon Not Detected — Podcatcher Pro does not trigger at beacon locations

Still need help?

Contact Guide-ID support at helpdesk@guide-id.com. Include:

• Your site name
• The device serial number (printed on the back of the Podcatcher Pro)
• A description of the issue and when it started

Related articles

• Podcatcher Pro LEDs — understand LED status indicators
• Battery Maintenance — keep beacons running reliably
• Network Requirements — ensure your network meets Guide-ID requirements