Troubleshooting

General Troubleshooting

This troubleshooting guide focuses on connectivity issues (Bluetooth, Wi-Fi, general wireless) and interface device issues. For troubleshooting related to piano performance (playback volume, note repetition, pedal noise or piano-specific function), contact your Spirio-trained technician.

These general troubleshooting remedy steps have solved 95% of connectivity/interface issues.

In the iPad Settings, check to make sure that Bluetooth is on and that the iPad is connected to the Spirio.
Note - It may be useful to Forget a Device if you have difficulty changing between different Spirios. To forget a device, click the information icon in the iPad’s Settings > Bluetooth list and select Forget This Device. Then reconnect.
Ensure a strong WiFi signal (see the note below).
Ensure the iPad is within 30 feet/10 meters of the piano
Ensure the iPad software (iOS) and the Spirio App are up to date.
In the Spirio App settings, make sure the signal strength is 100%
In the Spirio App settings, click on “Sync Now”
Close and re-open the App (double click the home button, swipe the app up to close)
Power cycle the iPad (off and on) then reconnect via Bluetooth.
Power cycle the piano (unplug and re-plug) then reconnect via Bluetooth.

If the problem persists despite the solutions above:

In the Spirio App settings, click on “Sign Out”, then sign back in (be sure to keep your Spirio ID close at hand as it will need to be re-entered at this stage)

If connectivity issues persist, delete and re-install the app as follows:

Hold your finger on top of the Spirio App on the home screen – once the icon starts to shake and a small “X” shows up on the top left, click it. Then, go to the App Store and re-install.

AppleTV Set-Up Troubleshooting

Like the notes above, this troubleshooting guide focuses on connectivity and device issues. For troubleshooting related to piano performance (playback volume, note repetition, pedal noise or piano-specific function), contact your Spirio-trained technician.

In the iPad, swipe up to see the Control Center. Swipe right and make sure the AppleTV device is selected. This is the most common problem encountered when demoing with AppleTV - the connection between the iPad and AppleTV is lost, so the iPad defaults back to iPad (making the dreaded hissing sound). Always check this connection at the beginning of your demo.
In the AppleTV Settings, Remotes and Devices, Bluetooth, be sure that it shows Connected to the Spirio piano. It may be helpful to Forget the device, then reconnect.
In the AppleTV Settings, Audio and Video, make sure that Audio Output is set to the corresponding Spirio and that Volume is 100%.
In the AppleTV Settings, Audio and Video, make sure that Surround Sound is set to Stereo and Reduce Loud Sounds is set to Off.
In the iPad Settings, Wi-Fi, make sure the iPad is connected to the same Wi-Fi source as AppleTV. If you're experiencing buffering while playing videos, this is due to Wi-Fi. Make sure you have good coverage and bandwidth speed available (see the Note on Wi-Fi below for more information).
In the iPad Settings, Bluetooth, make sure that Bluetooth is turned off. Bluetooth is necessary when connecting directly from the iPad to the Spirio piano, but when using AppleTV, the Bluetooth connection exists between AppleTV and Spirio. By turning iPad's Bluetooth off, we reduce the chances of Bluetooth interference and disconnect of the AppleTV and Spirio piano
In the iPad Settings, General, Software Update, make sure that the iOS is up-to-date.
In the iPad App Store, make sure the Spirio App is up-to-date.
In the AppleTV Settings, System, Software Update, be sure the tvOS is up-to-date.
Ensure a strong Wi-Fi signal (see the note below).
Follow the general Spirio App troubleshooting listed above

Specific Issues

Spirio stops playing after one song

Issue: Single song selected

• Create Playlists or fill your Play Queue (Now Playing) with desired tracks
One-second dropouts occur while listening to Spirio music

Issue: Bluetooth interference

• Make sure the iPad is not trying to connect with any other Bluetooth devices (Forget all other devices in the iPad Settings)

• Make sure there are no other personal devices near the piano trying to connect to the Spirio Bluetooth module (Turn off Bluetooth in the settings panel of nearby personal devices)

• Restart the Spirio App (double tap Home button and swipe up on the app)

• Make sure the software is up to date on the iPad

• Turn off/on Bluetooth in iPad settings

• Turn off/on the iPad

• Turn off/on the Spirio
Cannot find Steinway Spirio in “My Devices” of iPad Bluetooth settings

Issue: Communication error between iPad and Spirio

• Press the Pair Button on the Spirio Bluetooth devices
• Turn off/on Bluetooth in iPad Settings
• Turn off/on the iPad
• Turn off/on the Spirio
Cannot connect iPad to Spirio Bluetooth device

Issue: Communication error between iPad and Spirio

• Press the Pair Button on the Spirio Bluetooth device
• Turn off/on Bluetooth in iPad settings
• Turn off/on the iPad
• Turn off/on the Spirio
Music seems to be missing from the App

Issue: Download error (or only partial download)

• In the settings of the App, touch the Sync Now button (requires a Wi-Fi connection)
• If the WiFi connection is slow, you may need to sync a few times before all the music loads
App disconnects from Spirio piano

Issue: Signal strength/coverage issue

• Always keep iPad with or near Spirio, to prevent disconnection due to distance (must be within 30 feet/10 meters of piano)
• Turn off other Bluetooth devices in the area (some digital pianos have Bluetooth functionality)
• Try hardwiring the iPad to the piano
The wrong Spirio plays on the floor

Issue: Bluetooth connection error – connection “stickiness”

• Under iPad settings, forget all other instruments except the preferred Spirio
• Use one iPad per Spirio on the sales floor

A Note on Wi-Fi

Wi-Fi is a critical part of Spirio demonstrations and functionality. While not necessary for music playback, a strong Wi-Fi connection is critical because:

Allows for easy iOS and Spirio App updates
Access to the Spirio Spotlight page
Better video playback when utilizing an AppleTV and an integrated monitor
Fast troubleshooting (including the “Sync Now”, SignOut, and delete/re-install of the app)

Guidelines for in-store Wi-Fi:

10 Mbps is the minimum required upload and download speeds for Spirio videos to function properly
To determine your upload and download speeds, run a test at www.speedtest.net. We suggest testing at or near the Spirio.

Questions

Please contact spiriosupport@steinway.com