BM-5000 Support

FAQ: BM-5000 Cloud

 

A. BM-5000 Cloud Download Troubleshooting:

  1. How to use Cloud Download and how to setup?
  2. Cloud Download free? or there is fee applied?
  3. Is there limitation of certain songs that I can download?
  4. How do I download song from Cloud using Web App?
  5. How do I download song from Cloud using Touch Monitor?
  6. Where are the songs after I download?
  7. What is Cloud Password?
  8. I cannot download Cloud songs, it said “Fail to download”, why?
  9. I can’t find my answer for Free Cloud Download, what should I do?

B. How to use Cloud Service – FAQ

  1. Do I need WIFI connection in order to use Cloud download?
  2. How to register for Cloud Download?
  3. How long does it take my Cloud account to be activated after I registered?
  4. How long does my Free Cloud service last?
  5. How do I know if my Cloud Service is working using Web App?
  6. Touch Monitor: Why does error code “11” appear?
  7. How to load the Cloud List?
  8. How to search and download song?
  9. How to control “Downloading List”?
  10. When I selected a song to download, why does it stop at 0% on Cloud Download page?
  11. What is Cloud list syncing? Does Cloud list sync when BM-5000 turns on?
  12. How do I know if Cloud list has completed its sync?
  13. How to read Cloud sync message?
  14. After I download song A from Cloud, why can’t I find song A on Cloud list again?
  15. How do I find list of new song?
  16. Can I delete song that downloaded from Cloud using Web App?
  17. I have some songs that I love, but I cannot find them on your Cloud. How do I suggest these songs to you?
 

————————————————————

A. BM-5000 Cloud Download Troubleshooting:

1. How to use Cloud Download and how to setup?

– Required:  BM-5000, Serial number (to activate Cloud account), WIFI connection, latest firmware, and QR reader App/Touch Monitor.

 

2. Cloud Download free? or there is fee applied?

  • – Every New BM-5000 has 1 Year Free Cloud Download. User needs to register to activate his or her account within 30 days of purchase. If user registers late, the start day will counts from the 31 days of purchase.  (Receipt is required)
  • 2/12/2021: Cloud Server has completed updating. Please follow instruction here to activate and start using your Cloud service.
  • – After 1 year of Free Cloud service, user can choose to purchase Cloud subscription: $95/year. Subscription will not auto renew, user has to renew by contact us.
 

3. Is there limitation of certain songs that I can download?

  • – There is no limitation of amount of downloaded songs, quarters to download.
  • – Song is completed download one by one. You can add many songs into the download queue and let it complete by itself. Noted that disconnecting power during download process may affect software or hard ware performance.
 

Back to Top

4. How do I download song from Cloud using Web App?

  • Search song on search bar, and tap [download] to place song in Cloud queue list.
  • See search input format on Section 5: – English –   中文
 

5. How do I download song from Cloud using Touch Monitor?

  • Home > Song name > Cloud > tap on song name (Cloud icon) to place song in Cloud queue list.
  • Detailed instruction : – English
 

6. Where are the songs after I download?

  • Web App: just search song on the search bar. If it is completed downloading, it will have [Play] icon
  • Touch Monitor: You can find downloaded song in regular search song area.
    • Home > Song Name > Local
 

7. What is Cloud Password?

  • Touch Monitor: sometimes it will ask you to enter Cloud password when you want to download song from Cloud
  • Enter “666666”
  • If you Cloud account is activated and BM-5000 is connected to WIFI, you should be able to download Cloud songs.
 

8. I cannot download Cloud song, it said “Fail to download”, Why?

  1. Make sure BM-5000 is connected to WIFI (See instruction here)
  2. Make sure your WIFI antenna is installed on the back of BM-5000
  3. Make sure your BM-5000 Cloud’s account is activated.
  4. Make sure your BM-5000 is firmware is up to date (version 1.1.5) – English – 中文
  5. Please wait for Cloud songs finished downloading before entering Smart YouTube. BM-5000 KTV and Smart YouTube are two independent apps. If you enter Smart YouTube, system will exit KTV app. Therefore, Cloud songs will stop downloading and you may see “Download Fail” message.
 

9. I can’t find my answer for Free Cloud Download, what should I do?

  • – Free Cloud Download question and answers:– English –   中文
  • – If you cannot find the answer, please email us at info@bestmediausa.com.  We are prompted to serve you.

Back to Top

 

—————————————————

B. How to use Cloud Service – FAQ

  1. Do I need Wifi connection in order to use Cloud Download?
  • Yes, it is required Wifi network for BM-4000 or BM-5000 in order to load Cloud List on your device.
  • To setup WIFI, BM-5000:   please see instruction.
 

2. How to register for Cloud account?

  •  There are 3 ways to register: (Serial Number is required). Press “System” > check for S/N: 8XXXXXXXX
  1. Fill in online registration form
  2. Text your name, Serial number and receipt to 909-978-7784
  3. Email to info@bestmediausa.com

*For details of Free Cloud Download:  Free Cloud Service – FAQ

 

Back to Top

3. How long does it take my Cloud account to be activated after I registered?

  • If you register online or text message, please allow 1-2 business days for us to setup your Cloud account. We will send you the notification indicate that your account is ready.
  • If you contact us by phone during business hours, please allow 30 minutes for us to set up your account.
 

4. How long does my Free Cloud Service last?

  •  All New BM-5000 has ONE year of Free Cloud Download after purchased. No download limits.
  •  Customers are recommended to register their system within 30 days of purchase, so their Free Cloud service can be activated.  If customer register late, the start day will count from the 31 days of purchase date.
  • After 1 year, you can purchase our subscription ($95/year) if you still like the Cloud Downloading service.  Sorry, we do not have Auto Renew. Please call to order Cloud Service when your Cloud expire.
  • Please register to obtain your Free Cloud Service.
  • For BM-5000 that purchased before 2/12/21 or has firmware before BM5000.1.1.5 version.
 

Back to Top

5. How do I know if my Cloud Service is working using APP?

BM-5000 – using Web App

  1. Register your machine with the serial number and wait for the reply message
  2. Turn on your BM-5000, make sure it is connected to WIFI.
  3. Download any QR code reader App on your mobile device
  4. Make sure the WIFI network of your device & BM-5000 is the same
  5. Make sure your Firmware is up to date (check here  English – 中文)
  6. Open QR code reader & scan the QR code on TV’s top right corner
  7. Web App:  It will read the data from BM-5000.
  8. Search songs by singer name/ song name. Tap on song with the Cloud icon.
  9. If that song is downloaded successfully, it will automatically put on queue list and play.
 

6. Touch Monitor: Why does error code “11” appear?

  • Code 11 = means your Cloud is not activated or Cloud is not completed its update.
  • Your firmware is not up to date, so you cannot access to Cloud List
 

Back to Top

7. How to load the Cloud List?

  • BM-5000
    • – Touch Monitor: Home > Song Name > Tap on [Cloud] on top of [Next] icon or next to [Local] > View Cloud Song list.
 

8.  How to search and download song?

  • BM-5000:
    • – Web APP:  Home > search song name on search bar > tap to download song with [Cloud] icon.
      • See Section 5 – how to search English/ Chinese/ Vietnamese song: English –   中文   
    • – Touch Monitor:
      • To view or download: Home > Song name > Tap [Cloud] > search song name on Cloud > tap any song with [Cloud] icon
      • To view download progress:  Home > Cloud
 

Back to Top

9. How to control “Downloading List”?

  •  BM-5000:
  • Touch Monitor:  Home > Cloud
    • If there is song name: these songs are waiting to be downloaded. Do not unplug power because it will disrupt the file.
    • If there is no song on the list: go ahead and search for song to download.
 

10. When I selected a song to download, why does it stop at 0% on Cloud page?

  • When Cloud song stops at 0%, it could mean:
  • Cloud account has activated, but the system needs to update firmware
  • BM-5000 Cloud list is syncing with local song list.
  • During syncing, do not disconnected WIFI and power.
  • Please wait for Cloud list to sync with local list (the process takes about 30-45 minutes)
  • After Cloud list synced, Cloud songs should be able to download.
 

Back to Top

11. What is Cloud list syncing? Does Cloud list sync when BM-5000 is on?

  • When new songs are added to Cloud server, it will generate new Cloud list. When BM-5000 is connected to WIFI and activated its Cloud service, Cloud list will be downloaded and sync with BM-5000’s hard drive song list. BM-5000 then will identify and organize into Local and Cloud category for both Song language and Singer. In order to download Cloud songs, Cloud list has to completely sync.
  • After Firmware 1.1.6, Cloud list will sync 30-45 minutes (due to the large song library on Cloud)
  • BM-5000 only sync after firmware update or Cloud list update from Server. Please check our announcement on our support page. (Firmware FAQ: – English  –   中文 )   
  • When you turn on BM-5000, please give it a few minutes to connect to WIFI and Cloud server before downloading any Cloud song.
 

12. How do I know if Cloud list has completed its sync?

Required: update to firmware 1.1.6 in order to see Cloud message and status. (Firmware: – English – 中文)

  • Remote: press [System] > view firmware version OR Touch Monitor: Home > [Tools] > [Version]
    • If version shows: BM5000.1.1.6_N = Cloud list is syncing, please wait
    • If version shows: BM5000.1.1.6 = Cloud list completed syncing. You can start to download songs.
  • Touch Monitor: Tap any Cloud songs to download > [Cloud Download]
    • If song shows downloading process = Cloud completed its sync.
    • If song stays at 0% = Cloud list is still syncing. You will see the syncing process on [Cloud Download] page.
 

Back to Top

13. How to read Cloud list message?

Required: update to firmware 1.1.6 in order to see Cloud message and status. (Firmware: – English – 中文)

Touch Monitor: Tap any Cloud songs to download > [Cloud Download]

  • If song shows downloading process = Cloud completed its sync.
  • If song stays at 0% = Cloud list is still syncing. You will see the syncing process on [Cloud Download] page.
 

14.  What does “Download error” mean when I tap to download Cloud song?

When you see “Download error #”, it could be Cloud account is not activated, internet is not connected, or firmware is not up to date.

Please follow these steps:

  1. Make sure your WIFI is connected.
    • Remote: press [System] > PW: 888888 > Setting > Network Setup > check if your WIFI is connected
    • WIFI connection:  – English  –   中文   
  2. Make sure your Cloud account is activated
    • If your BM-5000 purchased before 2/15/2021, check this S/N list. All Serial Numbers on this list are activated.
    • If your BM-5000 Serial number is not on the list, please contact us to activate.
    • If your BM-5000 purchased after 2/15/2021, please contact us to activate your Cloud account. Register here
  3. Make sure your BM-5000’s firmware is up to date
    • Remote: press [System] > look for BM5000.1.1.X (the latest version BM5000.1.1.6)
    • See Firmware list: – English – 中文
  4. Restart BM-5000
 

15.  After I download song A from Cloud, why can’t I find song A on Cloud List again?

  • Before you download, song A appears on Cloud List -> meaning your Hard Drive doesn’t have this song yet.
  • After song A completed downloading from Cloud:    song A will disappear from Cloud List -> so you will not re-download the same song again. Song A has been sent to the song library of your Hard Drive
  • To search for song A:    go to Home > search by Singer/ Song name
 

Back to Top

16. How do I find list of new song?

  • We will updated new song list soon. Please check back on this website:
    • Home > Service > New Song List
 

17. Can I delete song that downloaded from Cloud using Web App?

Web App is only designed for quick search song, loading song list from BM-5000. It doesn’t have the delete song function

 

18.  I have some songs that I love, but I cannot find them on your Cloud. How do I suggest these songs to you?

  • You can send song name and singer to us. Our song collecting department will try to look for these songs. When we found these songs, we will upload them to our Cloud Library.
  • – by filling online   Contact Form
  • – by Email:    you can email song name and singer name to info@bestmediausa.com.

Back to Top

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s