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.
Make sure to connect to Spirio using the Spirio App (Settings > Piano Connection).
Disconnect the re-connect to Spirio (Settings > Piano Connection)
Ensure a strong WiFi signal (see the note below).
Ensure the iPad is within 30 feet/10 meters of the piano - and as close as possible
Ensure the iPad software (iOS) and the Spirio App are up to date.
In the Spirio App settings, select "Catalog", click “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 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.

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 remote troubleshooting
Allows for easy iOS, Spirio App, and Spirio Piano software updates
Access to the Spirio Spotlight page
Access to the in-app Help section
Faster troubleshooting (including “Sync Now”, Sign Out, and app delete/re-install)

Guidelines for in-store Wi-Fi:

25 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