Customer FAQs

Frequently Asked Questions

We may already have the answer to your question. Take a look at our Frequently Asked Questions first:


dockBoss

Q. I plugged in the dockBoss and I cannot hear any music at all.
A1: Have you confirmed that you have the volume turned up, both on your stereo and on your phone too? The 2 audio levels are not linked when using this product.
A2: Does your system have a way for you to enter "iPod Mode" manually, either via a button on the dock or a remote? And if so, does it help if you tell the dock to enter "iPod mode" manually first, then connect the dockBoss to it?
A3: Are you able to test your product on any other docking stations or iPod systems to see if you experience this issue across multiple systems? If the product works on some, but not all systems, there may be a compatibility issue with the digital audio system. Please check the "Compatibility" section on the the dockBoss's product page for system compatibility information.


samDock

Q: I bought samDock for my Samsung Galaxy S2-4 or Note 1-3 and the cable charges my device, but I cannot get the audio to play.
A: Check to make sure you have the Audio Output Mode turned on in your settings. More information here: CableJive Blog; samDock Troubleshooting. Unfortunately, Galaxy S5 does not have the Audio Output Mode setting, and is therefore not compatible with samDock.

Q: I have a Samsung Galaxy S4 / Note 3, but the box says it is compatible with S2, S3, Note 1, and Note 2. Will this product work for me?
A: Yes, samDock is compatible with both Galaxy S4 and Note 3. The packaging was printed prior to the release of those devices.

Q: I have a Samsung Galaxy S5, do you have a product that will work for me?
A: dockBoss5 is a 30-pin to USB and audio port adapter that will work with the S5 and most other audio playing devices. The box includes (1) micro USB cable and (1) 3ft. black audio patch cable. dockBoss5 can charge any device using a USB cable and will play audio when the audio patch cable is connected. Both cables must be connected to both charge and play audio.

Q. I plugged in the samDock and my device is not charging. How do I know if my dock has Firewire?
A: An easy way to test this is to connect a 30-pin iPhone or iPod Touch into your speaker dock and see if it charges. A regular iPod Classic or Nano does not work for this test, as those devices are able to accept Firewire power. If it does not charge, then you would need the dockStubz+ adapter. Be sure to choose the + (30-Pin / Plus) model. Your dock's manufacturer should also be able to tell you if your system provides 12V or 5V power.

Q. I plugged in the samDock and I have the "Audio Output Mode" setting turned on, but I cannot hear any music at all.
A1: Have you confirmed that you have the volume turned up, both on your stereo and on your phone too? The 2 audio levels are not linked when using this product.
A2: Does your system have a way for you to enter "iPod Mode" manually, either via a button on the dock or a remote? And if so, does it help if you tell the dock to enter "iPod mode" manually first, then connect the dockBoss to it?
A3: Are you able to test your product on any other docking stations or iPod systems to see if you experience this issue across multiple systems? If the product works on some, but not all systems, there may be a compatibility issue with the digital audio system. Please check the "Compatibility" section on the the samDock's product page for system compatibility information.


dockBoss Air

Q: I do not see the flashing blue light on my dockBoss air and my phone will not pair.
A: Some older audio docks provide 12V Firewire power (which only old iPod devices used), and dockBoss air requires 5V USB power. dockStubz+ ("30-Pin / Plus" model) will convert 12V power into the 5V power required by dockBoss air. Quite a few old docking systems, many of which are from 2008 or before, provide 12V Firewire power.

Q. How do I know if my dock has Firewire?
A: An easy way to test this is to connect a 30-pin iPhone or iPod Touch into your speaker dock and see if it charges. A regular iPod Classic or Nano does not work for this test, as those devices are able to accept Firewire power. If it does not charge, then you would need the dockStubz+ adapter. Be sure to choose the + (30-Pin / Plus) model. Your dock's manufacturer should also be able to tell you if your system provides 12V or 5V power.

Q: What is the pairing code for dockBoss air?
A: If prompted, the pairing code is 0000. Although dockBoss air is designed to operate without a pairing code, it is possible that the device will request a pairing code.

Q. Where can I download the dockBoss air instructions?
A: dockBoss air instructions are located here.

Q: dockBoss air is working fine with one of my devices, but I cannot get it to work with the others?
A: dockBoss air is only able to pair with one device at a time. To pair with a new device, go to the Bluetooth settings on the original device and select “Forget this device." Then, pair with the new device.

Q. I plugged in the dockBoss air and I cannot hear any music at all.
A1: Have you confirmed that you have the volume turned up, both on your stereo and on your phone too? The 2 audio levels are not linked when using this product.
A2: Does your system have a way for you to enter "iPod Mode" manually, either via a button on the dock or a remote? And if so, does it help if you tell the dock to enter "iPod mode" manually first, then connect the dockBoss to it?
A3: Are you able to test your product on any other docking stations or iPod systems to see if you experience this issue across multiple systems? If the product works on some, but not all systems, there may be a compatibility issue with the digital audio system. Please check the "Compatibility" section on the the dockBoss air's product page for system compatibility information.


dockBoss5

Q: What is included in the dockBoss5 box.
A: (1) female 30-pin adapter with a USB port and audio input, (1) micro USB charge cable and (1) audio patch cable. An Apple Lightning charge cable is not included.

Q. I plugged in the dockBoss5's USB cable and my device is not charging. How do I know if my dock has Firewire?
A: An easy way to test this is to connect a 30-pin iPhone or iPod Touch into your speaker dock and see if it charges (a regular iPod Classic or Nano does not work for this test, as those devices are able to accept Firewire power. If it does not charge, then you would need the dockStubz+ adapter. Be sure to choose the + (30-Pin / Plus) model. Your dock's manufacturer should also be able to tell you if your system provides 12V or 5V power.

Q. I plugged in the dockBoss5's audio cable and I cannot hear any music at all.
A1: Have you confirmed that you have the volume turned up, both on your stereo and on your phone too? The 2 audio levels are not linked when using this product.
A2: Does your system have a way for you to enter "iPod Mode" manually, either via a button on the dock or a remote? And if so, does it help if you tell the dock to enter "iPod mode" manually first, then connect the dockBoss to it?
A3: Are you able to test your product on any other docking stations or iPod systems to see if you experience this issue across multiple systems? If the product works on some, but not all systems, there may be a compatibility issue with the digital audio system. Please check the "Compatibility" section on the the dockBoss5's product page for system compatibility information.


dockXtender / dockStubz

Q. My dockXtender / dockStubz for Lightning isn't passing through audio / charging / data properly. What's going on?
A: We've seen multiple customers with similar issues discover that these issues were being caused by some kind of lint or other debris, trapped either in the female end of the dockXtender / dockStubz, or in your iPad / iPod / iPhone's Lightning port. Using a plastic toothpick or other similar non-metal tool, first check those ports for any lint or other debris and see if that fixes the issue.

If reviewing the above FAQ has not resolved your issue, please get in touch with our support team so we can help you further.

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