Frequently asked questions


How can I check and repair the device before confirming that I need to bring it to service?


Step 1: Reset the player

  1. Insert a pen tip or other small object (such as a pin) gently into the reset hole. (You can feel a “click” once you successfully press on it).
  2. Switch on the player.

If the problem is not solved, proceed to next step.

Step 2: Format the player

Important note:
(1) Files stored in the device would be deleted after formatting.
(2) Skip this step in case the player cannot be switched on. 

  1. Start Philips Songbird in the computer.
  2. Connect the player to your computer.
  3. On the left side of the Philips Songbird window, click on the device.
  4. Click on the Tools tab.
  5. Inside the Tools tab, click on Format to format the internal storage. 

If the problem persists, proceed to the following.

Step 3: Repair the player 

Repairing erases all the files in the player and restores the player to factory settings.

  1. Make sure your computer is connected to the Internet.
  2. Start Philips Songbird in the computer. 
  3. Under the Tools menu, select “Repair my Philips Device”.
  4. Choose your device on the pop-up box.
    Important note:
    Make sure you chose the CORRECT device on the pop-up box. Choosing an incorrect device would cause permanent damage on the device. The model number of your device is printed on the side or on the back of the device.
  5. Follow the on-screen instructions to perform the repair process. 

Step 4: Charge your device for at least 20 hours

If repairing via Philips Songbird does not work, charge the player for no less than 20 hours.  Most of the unresponsive players can be recovered using this method.

If all of the above does not solve your issue, you may need to contact our customer service for help. Visit Contact Page for contact details.




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