Issue

PlayerTek Pods are connected to the computer and switched on but are stuck on a message that says ‘scanning’ or on a spinning ‘loading’ icon.

Symptoms

When multiple pods are connected, the device numbers show but a spinning ‘loading’ icon is displayed:

When an individual pod is connected, the spinning icon is displayed with “Scanning…” beneath it:

Expected Behaviour

When connected to the computer, the PlayerTek Pods should scan briefly before being identified and showing the name of the player that it is associated with:

Causes

The issue is usually caused if your Windows PC is missing the required Microsoft Visual C++ Redistributable files or if your Mac has not allowed the necessary permissions to the PlayerTek Sync Tool.

Troubleshooting Steps

Windows

If you are using a Windows PC, please follow the steps below:

1. Download and install the four Microsoft Visual C++ files that are attached at the bottom of this page.
2. After installing the files, restart the PlayerTek Sync Tool.

Mac OS

If you are using a Mac, please follow the steps below:

1. Navigate to System Preferences > Security and Privacy.
2. Select Files and Folders from the left-hand menu.
3. Ensure that Removable Volumes is ticked underneath PlayerTek Sync Tool.
4. Apply the settings and reopen the sync tool.

If the PlayerTek Pods remain stuck on scanning, please contact support for further assistance.