MoreVoice Classroom Audio Troubleshooting

Customer Troubleshooting Guide: Initial Steps to Diagnose Microphone Audio Issue

To assist you in resolving common audio issues with your MoreVoice system, please follow the troubleshooting steps outlined below. This guide includes questions and actions that will help identify and address any problems you may encounter.

1. General Troubleshooting Steps

   1. Determine If the System Was Previously Functional

      • Was the audio system working correctly before this issue occurred?

   2. Check Microphone Performance

      • Are both microphones experiencing the same issue, or is it isolated to one?

   3. Inspect the IR Receiver

      • Does the IR receiver "bubble" on the ceiling have a red light illuminated?

   4. Power Cycle the System

      • Turn the MoreVoice amplifier off, then back on. After rebooting, test the microphones again. Did this improve or worsen the performance?

   5. Test with Known Working Equipment

      • If available, try using a functioning microphone from another classroom in your current room. If it works, the problem may lie with the original microphones or the setup. Conversely, test the current microphones in a different room to see if the issue follows them.

   6. Look for Obstructions or Recent Changes

      • Are there any significant obstacles around the IR receiver or near the user? Have there been any recent changes to the room layout, such as furniture rearrangement or HVAC work, that might affect the audio system?

   For further assistance, please contact us at support@kloud-12.com and provide any relevant details from your troubleshooting efforts. This information will help us determine the next steps.

Common Issues and Solutions

Microphone Not Working

• Check Another Microphone: Test if another microphone works to identify if the issue is with a specific microphone or the overall system.
• Verify Wall Amplifier Power: Ensure the MoreVoice amplifier wall unit is powered on (look for the blue light).
• Inspect Microphone Battery: Confirm the microphone is charged. Plug it in and check that the "BAT" battery light flashes green while charging.
• Turn the Microphone On: Press the microphone icon button; the “MIC” light should turn red, indicating it’s powered on.

Mic Fully Charged but Not Turning On

• Press the Microphone Button: Ensure the microphone is activated and check for red lights near the “MoreVoice” label. If you see red lights, the microphone is turning on.
• Test in Different Settings: If red lights are visible, test the microphone in another room or with a different amplifier.
• Check Charging: If no red lights appear, plug the microphone into a micro-USB cable connected to a wall outlet. The "BAT" battery indicator should flash (charging) or stay solid (fully charged).
• If you still cannot get the microphone to turn on, please contact us at support@kloud-12.com for further assistance.

No Volume Output

• Check Audio Levels: Verify the display on the MV amplifier shows audio levels when someone speaks into the microphone. This confirms the microphone is picking up sound.
• Inspect Speakers and Wiring: If the microphone shows audio levels, but no sound comes from the speakers, confirm all connections are secure and check for any visible damage. If the amplifier was previously functional and suddenly stopped, it may require repair. Please contact our support team at support@kloud-12.com for next steps.

Adjusting Maximum Volume

• Check Microphone Volume: Ensure the microphone volume is up. If it still isn't loud enough, the wall amplifier may be limiting the maximum output of the microphone.
• Adjust Wall Amplifier Volume: Increase the main volume directly on the wall amplifier.
• Unlock the Wall Amplifier: If the unit is locked, a lock icon will appear on the LED screen. Press the knob and turn it to the right five times to unlock, allowing volume adjustments to be made.

Microphone Cutting In and Out

• Check for Obstructions: Ensure nothing is blocking the IR receiver or the user.
• Maintain Line of Sight: Avoid turning away from the IR bubble to prevent losing audio connection.
• Relocate the IR Bubble: If needed, ask your school tech team to reposition the IR bubble to improve the signal. This can be done by turning the IR bubble bracket slightly clockwise to lift it from the tile grid and reposition it, provided there is enough slack in the cable.

Handheld Mic Won't Power On

• Confirm Battery Type: Ensure you are using 18500 batteries. AA batteries are a similar size, and while AA batteries may fit in the compartment, they will not power the microphone. 18500 batteries are required.
• Adjust Battery Contact: If the microphone still doesn’t power on, check the battery contact position and use a small tool to lift the bottom contact for a proper connection if needed. Using a small tool like a flathead screwdriver or paperclip, gently lift the bottom conductor where the positive end of the battery sits to raise the conductor back into place, ensuring proper battery connection. This adjustment typically resolves the issue and should stay in place.

IR Receiver Error Message

• If the LED display shows an "IR Receiver Abnormal" message, follow these steps:
  Power Cycle the Amplifier: Turn off the MoreVoice amplifier, check connections, and turn it back on.
• Reconnect the IR Receiver: Have your school tech team assist by locating the RJ45 connection from the IR receiver (IR bubble) to the amplifier. Your school tech team can unplug the RJ45 connector and plug it back in securely. This often resolves the issue.

Unlocking the MoreVoice Wall Unit

• Unlock Procedure: The MoreVoice unit reverts to Child-Lock Mode after 2 minutes of inactivity. To unlock this mode for making adjustments, press the main knob and turn it five times to the right to exit Child-Lock Mode.

Microphone Frequency Settings

• Frequency Use: Microphones are set to different frequencies, typically 2.3M and 3.6M, allowing for two microphones to operate at the same time within the same space. Ensure microphones are set to different frequencies (2.3M and 3.6M) for simultaneous use without interference.
• If both microphones are the same frequency, please contact our team for next steps.

For any additional support or questions, please reach out to us at support@kloud-12.com, and we will be glad to assist you!