ReQuest Serious Play
SUPPORT
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Yahoo Weather Service - Error & Updated Settings
As a result of the change Yahoo made to their weather service, the unit of the weather data (F or C) was no longer being processed. This has been corrected and your systems will be automatically patched to update that. If you still see "Network Error" or another message, be patient. All systems will be patched as long as they are online and available.

The use of the Postal/Zip Code outside of the USA is no longer supported by Yahoo Weather. You may now use a "City, State" or "City, Province" when trying to locate proper weather data.

For example, this postal code no longer works: SFXX0234
You must now use: Hout Bay, South Africa

Updated: 04/11/2016 9:01
MediaPlayer Plus Blu-ray Import Problems
We have completed testing of a new Blu-ray import mechanism for the MediaPlayer PLUS systems. This is now available for AUTOMATIC deployment to any MediaPlayer PLUS devices running MPOS 2.1.0 or later. If your MPOS is not 2.1.0, but is currently 2.0.1, we can perform the update to 2.1.0 for you at no charge. You will NOT need to use the internal Software Update feature. This update is applied automatically by MPOS 2.1.0 (or later) after it has be online for 24 hours. Do not reboot your MediaPlayer as that will reset the 24 hour timer and delay your update.

Please go to our Support Form an fill out a support case if you need your MPOS updated to 2.1.0. If your MPOS is prior to 2.x (e.g. 1.5.1), you will need to fill out the Support Form and send the unit to ReQuest for update to the new OS. The update from any MPOS version prior to 2.x is NOT free as it requires new licensing from various 3rd party components.

If you are outside the USA, please contact ReQuest Audio Switzerland to arrange the update. The US company cannot verify the version or hardware class of systems sold outside the USA.

Updated: 03/09/2016 10:23
NetSync© for iTunes® Not Detecting iTunes
(Windows, MacOS) 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


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 4/30/2016 6:31:06 PM.
ReQuest Serious Play 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.

If your ReQuest server is able to power on, and you can see output on the VGA, it may be recoverable remotely by our staff. Visit the Remote Diagnostic Disc page for more information.
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.
(ARQ, IMS, IMC, MP, AUD1)
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. Sometimes, support of an out-of-warranty system may be billed at $125/hour. This will be explained before any charges occur.
   I acknowledge the support charge statement.
What is
?
The ReQuest office is closed today, February 15, 2016, in observance of President's Day. Cases submitted may not be responded until tomorrow.
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 support@request.com.
Attention!
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.