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Troubleshooting Guides

MasterCueV5 USB Guide

MasterCueV5 USB TS Guide

This guide will take you through how to troubleshoot the MasterCueV5 USB unit in a systematic fashion, and then proving its connection and operation with the Presenter's PC

1. Does the unit Power up?

The first thing we should do is check the power to the unit. Take a known working power cord/cable and change the one attached to the unit - connect the power cord/cable to the unit and switch it on. The V5 has a boot up sequence that you can see on the front panel. You can check what this should look like by watching this video. Having changed the power cord/cable does the unit power up?

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2. Proving the unit's functions - 'Tone & Volume'

Now that you have power to the unit we'll work through the functions to make sure that they operate normally.

First we will prove the 'Tone' / 'Volume' function. To test this follow the instructions in this video.

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3. Proving the unit's functions - 'Cue'

To prove that the 'Cue' function works, unplug the XLR cable from the RF receiver port at the back of the unit. Take a coin and short out the top two pins. In this way you should generate a 'forward cue' on the front of the unit.

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4. Proving the unit's functions - 'RF Receiver talking to Main Unit'

To prove that the RF Receiver is communicating properly with the main unit connect the RF receiver to the main unit with a known, proven XLR cable. Turn on the power and check that the amber cue light is lit and that there is a flicker of signal activity recorded on the RF indicator at plug in.

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5. Proving the unit's functions - 'Transmitter working?'

To prove that the Transmitter is talking to the Receiver first check that when you push the buttons on the handset transmitter that the LED light on the transmitter is alight. If not then change the batteries in the transmitter and try again.

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6. Proving the unit's functions - 'Transmitter Talking to Main Unit?'

To prove that the Transmitter is talking to the Receiver push one of the buttons on the Handset Transmitter and check that the RF Level Indicator lights to maximum strength.

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7. Proving the unit's functions - 'are the Correct Signals Being Received?'

It is good practise to 're-teach' the handsets when setting up the system. If you are receiving the wrong signals from the handsets then you will need to follow this video.

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8. Proving the unit's functions - 'USB Connectivity to Computer?'

First of all check that the 'Presenter Control' button is lit on the front panel of the unit. If not, then depress the 'Presenter' button to turn it on.

Now when you connect the USB A-B lead from the unit to the USB port of the Computer you should hear the Computer make the 'ding-dong' sound of a USB device being connected.

If you don't hear the ding-dong sound then try another USB port on the Computer or try another Computer.

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9. Proving the unit's functions - 'Keyboard Commands'

Now that you have proven the USB Connectivity between the main unit and the Computer is OK check to see that Keyboard Commands are acting properly. Take a PS2 type keyboard and plug it into the keyboard input at the rear of the unit and type - checking that the letters you are typ[ing appear on the computer's screen (???). If you have any unexpected results then follow the instructions to reset the main unit as detailed in the product guide

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10. Proving the unit's functions - 'Wired Handsets'

If you are experiencing a problem with the wired handsets or wired inputs then first of all prove that the main unit is working as expected. Once you have achieved that then change the XLR cable between the wired unit and the main unit for a known, proven cable.

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Return Merchandise Authorisation Form

We regret that if you have followed this troubleshooting guide and been advised that the unit is unserviceable that we will need you to return the unit to us.

Please ensure that you have completed the troubleshooting guide and indicated (by ticking the checkboxes) at which step the unit failed. Then please fill in the details below and click the submit button.


When we have recieved your RMA submission we will advise you where and how to send the unit to us.

Please enter your full name
Please check your email address and correct any errors
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Please choose the vendor where the original unit was purchased. If you are not sure please select Hive Industries Ltd.
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Please select the date when you purchased the unit - if you don't have a record please use your best guess!

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