ReQuest Serious Play
ReQuest Serious Play LLC Support Policy
  • VRQ, ARQ1, ARQ2, ARQ3, ARQ4, IMS4 systems cannot be repaired or supported. You can use them for trade-in offers and discounts.
  • Systems sold by ReQuest Inc. (prior to November 2011) are not covered under warranty and may not be supported
  • You must submit an online case prior to an RMA being issued.
  • Any system that is not booting or is showing "Welcome to ReQuest" will most likely require repair service. You may try the ReQuest Diagnostic Disc and boot from that after submitting your case. Note that only ARQ5/IMS6 or newer may use this disc.
  • Troubleshooting and/or live technical support is not available. If your system is not booting and you would like an engineer to attempt to diagnose it remotely, please download the ReQuest Diagnostic Disc and boot from that disc.
  • Please do not call our Sales line for technical support
  • Out-of-warranty support will be billed at $125/hour and support may not be available for you until payment terms have been established
  • Network engineering or troubleshooting will be billed at $225/hour
I understand the above.
Support Notices (
Spotify Service Interruption
Spotify streams are currently not functional as a result of a change Spotify has made. You may receive notice that the account is invalid or the stations simply may not play.

At this time, Spotify is reviewing our application for acceptance into the service. Until such time as they accept, ReQuest cannot even begin work on development. There is, therefore, no ETA for when the service will be restored.

01/13/2016 15:48
NetSync© for iTunes® Not Detecting iTunes
The latest updates to iTunes, which is also included when you update your MacOS to El Capitan, disables the sharing of the iTunes XML file. This prevents any application from working with iTunes. You will have to manually re-enable it. In Preferences->Advanced, make sure the "Share iTunes Library XML with other applications" is enabled. You must Exit/Quit out of the NSFiT2 software, and Exit/Quit iTunes. Note that on a Mac you must actually quit iTunes after you make the settings change. You may then relaunch the programs.

10/15/2015 12:57
SiriusXM Service Interruption
SiriusXM streams are currently not functional as a result of a change SiriusXM has made. All stations will repeat a message about the device being incompatible. We have contacted SiriusXM to request access to integrate the service directly into the ReQuest products.

At this time, SiriusXM has rejected our application for acceptance into the service. Until such time as they will accept new partners, ReQuest cannot even begin work on development. There is, therefore, no ETA for when the service will be restored.

10/7/2015 17:57

The online support form is closed due to a water emergency at the ReQuest office. We have no ability to remotely connect to systems at this time.

The issue is resolved and staff will return to the office and we will resume accepting support cases on Wednesday, January 27, 2016.

The current time is 2/8/2016 4:47:58 AM.
ReQuest Serious Play now offers Technical Support only via this online support tool. This will allow the support staff and engineers to prioritize the cases so that current dealers with in-warranty products may be served first. End-users are welcome to ask questions here, but should always seek support from their ReQuest installer.
As an end-user customer of ReQuest, your device is supported by the dealer/installer who purchased and installed the system. That dealer is your first and best line of support and has the information and expertise to best assist you. We do value the end-user who is using the product, however we provide support to the dealers who purchased the equipment from us to install into your system.
Please enter as much detail as you can. Include all related serial numbers of any ReQuest devices you need help with.
ReQuest Serious Play Support Staff and Engineers will attempt to access your ReQuest device(s) remotely. Once this case is submitted, please make sure the device is online (if possible) and refrain from using it until requested by ReQuest staff.
   I acknowledge the remote access disclaimer.
We will make every attempt to resolve your problem or answer your question but support of an out-of-warranty system is not free. You may be billed for support at $125/hour.
   I acknowledge the support charge statement.
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If you do not receive a confirmation email after submitting your case, that means we did not receive it. Please resubmit or supply the information to
We value all customers, installers, dealers, distributors, and end users of ReQuest products. However, we are a small company with nearly 30,000 machines installed worldwide. We cannot provide direct phone support to the end-user customers of ReQuest products. We can assist you online and via email. If you need to speak with someone or set up a service call, please contact your dealer directly.