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Help Center
Welcome to the MWM Help Center
How can we help you?
Before starting
First, make sure your Phase Receiver and your Remotes are up to date. Download Phase manager (formerly MWM Connect) if you haven't installed it yet: https://mwm-store.com/configuration.You will then be prompted to click on “Update my Phase”, and to follow the directions to proceed with the firmware update.
Finally, turn off your Phase Receiver (the cable is unplugged), as well as your Remotes (their LED is off).
Take the Remotes out of the Receiver.
Turning on the Phase Receiver - 1
Plug your Phase Receiver to a power source (a computer or a power outlet) using the MWM USB cable.
Once powered up, the lightning indicator on the back of the Receiver lights up.
My Phase Receiver doesn't turn on
Plug your Phase Receiver to a power source with the MWM USB cable. Please use a power outlet with a USB adaptor for troubleshooting purposes.
If the Receiver doesn't turn on (the lightning icon on the connector panel of the product is not lit), check the following points:
- Make sure there are no loose connections between the USB cable, the Receiver, and the power source.
- Make sure that your USB cable is not defective by connecting Phase with a different USB cable.
- Make sure the Receiver is plugged to a 5V/500mA power source.
My Phase Receiver doesn't turn on
Plug your Phase Receiver to a power source with the MWM USB cable. Please use a power outlet with a USB adaptor for troubleshooting purposes.
If the Receiver doesn't turn on (the lightning icon on the connector panel of the product is not lit), check the following points:
- Make sure there are no loose connections between the USB cable, the Receiver, and the power source.
- Make sure that your USB cable is not defective by connecting Phase with a different USB cable.
- Make sure the Receiver is plugged to a 5V/500mA power source.
Turning on the Phase Receiver - 2
Make sure the A and B setup buttons on the Phase Receiver are lit
Turning on the Remotes
Place one Remote into the Phase Receiver's dock. It should light up.
Place the other Remote into the dock. It should light up as well.
My Remotes do not turn on (the Remote's LED is off)
If a Remote does not turn on when placed into the powered Receiver, it probably means that your Remote is not recognised by the Receiver anymore.
Try to reset the Remote in Phase Manager by clicking on the associated button (the button is located in Settings/Advanced settings).
If the Remote is still not recognised, here is how to wake up the Remote:
- Place the Remotes in the Receiver, then unplug it from its power source.
- Allow the Remotes to completely discharge 24 hours, even if their LED is off.
- Plug the Receiver to a power source again. The Remotes should light up and charge.
Finally, to prevent this from happening in the future, Download Phase manager (formerly MWM Connect) if you haven't installed it yet: https://mwm-store.com/configuration. You will then be prompted to click on “Update my Phase”, and to follow the directions to proceed with the firmware update.
My Remotes do not turn on (the Remote's LED is off)
If a Remote does not turn on when placed into the powered Receiver, it probably means that your Remote is not recognised by the Receiver anymore.
Try to reset the Remote in Phase Manager by clicking on the associated button (the button is located in Settings/Advanced settings).
If the Remote is still not recognised, here is how to wake up the Remote:
- Place the Remotes in the Receiver, then unplug it from its power source.
- Allow the Remotes to completely discharge 24 hours, even if their LED is off.
- Plug the Receiver to a power source again. The Remotes should light up and charge.
Finally, to prevent this from happening in the future, Download Phase manager (formerly MWM Connect) if you haven't installed it yet: https://mwm-store.com/configuration. You will then be prompted to click on “Update my Phase”, and to follow the directions to proceed with the firmware update.
Charging your Remotes
Make sure the Remotes are charging when placed into the powered Phase Receiver. The Remotes' LED light up and move upwards. The five white light dots at the bottom of the Receiver move outwards.
My Remotes do not charge
If your Remote does not charge when placed into the powered Phase Receiver, make sure to check that:
- the Receiver is plugged to a 5V/500mA power supply;
- the Receiver's pins are neither damaged nor crooked.
You can also try to:
- Place one Remote at a time in the Receiver, to check if they charge individually.
- Repeat this process with both Deck A and Deck B.
- Take the Remote out of the dock, allow 5 seconds to pass, then put it back into the dock.
My Remotes do not charge
If your Remote does not charge when placed into the powered Phase Receiver, make sure to check that:
- the Receiver is plugged to a 5V/500mA power supply;
- the Receiver's pins are neither damaged nor crooked.
You can also try to:
- Place one Remote at a time in the Receiver, to check if they charge individually.
- Repeat this process with both Deck A and Deck B.
- Take the Remote out of the dock, allow 5 seconds to pass, then put it back into the dock.
Pairing your Remotes
Place the Remote you want to pair into the dock A of the Phase Receiver.
Long press (3 sec.) the setup button A of the Receiver.
Your Remote is paired with the Receiver when both LEDs (button and strip) stop flashing. The button A should now be the same colour as the Remote's LED strip.
Repeat the operation with your second Remote and the dock B of the Receiver. The setup button B should now be the same colour as the Remote's LED strip.
My Remotes are charging, but I cannot pair them with my Phase Receiver
If you cannot pair your Remotes with your Phase Receiver, first make sure that they are charging when placed into the Receiver, then check the following points:
- Place your Remote into the other dock and repeat the pairing operation. The other Remote will be unpaired and will show a short red blink.
- Take the Remote out of the dock and put it back in to make sure there are no loose connections between the Remote and the Receiver's pins.
- If the Remote’s LED is displaying a back and forth motion while in the Receiver, take it out, place it on a flat and still surface, allow it to calibrate then try to pair it again.
- Make sure the Receiver's pins are neither damaged nor crooked.
My Remotes are charging, but I cannot pair them with my Phase Receiver
If you cannot pair your Remotes with your Phase Receiver, first make sure that they are charging when placed into the Receiver, then check the following points:
- Place your Remote into the other dock and repeat the pairing operation. The other Remote will be unpaired and will show a short red blink.
- Take the Remote out of the dock and put it back in to make sure there are no loose connections between the Remote and the Receiver's pins.
- If the Remote’s LED is displaying a back and forth motion while in the Receiver, take it out, place it on a flat and still surface, allow it to calibrate then try to pair it again.
- Make sure the Receiver's pins are neither damaged nor crooked.
Calibrating your Remotes
Take the Remotes out of the dock and place them on a flat and motionless surface near the Phase Receiver.
Make sure the Remotes are perfectly still until their LED strip stops going back and forth and is filled up.
Your Remotes are now calibrated.
I cannot calibrate my Remotes
My Remote's LED is white, indicating that it is not paired to the Phase Receiver.
- Take the Remote out and place it back into the Receiver a couple times, then try pairing it again.
- If you cannot pair it, place your Remote on the other dock and repeat the pairing operation. The other Remote will be unpaired and will briefly flash red.
- Make sure the Remotes are up to date. Download Phase manager (formerly MWM Connect) if you haven't installed it yet: https://mwm-store.com/configuration. Proceed with the update if needed.
- You can also try to reset the troublesome Remote by clicking on the associated Reset button in Phase manager (the button is located in Settings/Advanced settings).
- If you still have problems after updating, hard reset the Remote by totally draining its battery: unplug the Receiver from any power source while the Remotes are into it, and allow them to totally discharge for 24 hours.
If the Remotes remain white when the Receiver is powered again, get in touch with us: support@mwm-store.com.
My Remote's LED is white, indicating that it is not paired to the Phase Receiver.
- Take the Remote out and place it back into the Receiver a couple times, then try pairing it again.
- If you cannot pair it, place your Remote on the other dock and repeat the pairing operation. The other Remote will be unpaired and will briefly flash red.
- Make sure the Remotes are up to date. Download Phase manager (formerly MWM Connect) if you haven't installed it yet: https://mwm-store.com/configuration. Proceed with the update if needed.
- You can also try to reset the troublesome Remote by clicking on the associated Reset button in Phase manager (the button is located in Settings/Advanced settings).
- If you still have problems after updating, hard reset the Remote by totally draining its battery: unplug the Receiver from any power source while the Remotes are into it, and allow them to totally discharge for 24 hours.
If the Remotes remain white when the Receiver is powered again, get in touch with us: support@mwm-store.com.
The LED strip keeps displaying an endless animation and never turns solid.
Take the Remote out of the dock and place it on a flat and motionless surface (e.g., your non spinning turntable) to start the calibration process. If the calibration animation lasts more than 30 seconds, follow these steps:
- Make sure the Remotes are up to date: download Phase manager (formerly MWM Connect) if you haven't installed it yet: https://mwm-store.com/configuration. Proceed with the update if needed.
- Allow the Remotes to calibrate on a completely flat and motionless surface during one minute at least.
- Place your Remote into one of the Receiver's docks, and try to pair it: long press the corresponding Setup button on the Receiver. Your Remote is paired with the Receiver when its LED stops flashing. The Remote's LED should now be the same colour as the Setup button.
- Once the Remotes are paired, retry the calibration process on a flat and motionless surface.
The LED strip keeps displaying an endless animation and never turns solid.
Take the Remote out of the dock and place it on a flat and motionless surface (e.g., your non spinning turntable) to start the calibration process. If the calibration animation lasts more than 30 seconds, follow these steps:
- Make sure the Remotes are up to date: download Phase manager (formerly MWM Connect) if you haven't installed it yet: https://mwm-store.com/configuration. Proceed with the update if needed.
- Allow the Remotes to calibrate on a completely flat and motionless surface during one minute at least.
- Place your Remote into one of the Receiver's docks, and try to pair it: long press the corresponding Setup button on the Receiver. Your Remote is paired with the Receiver when its LED stops flashing. The Remote's LED should now be the same colour as the Setup button.
- Once the Remotes are paired, retry the calibration process on a flat and motionless surface.
My Remote's LED is solid
If your Remote's LED is solid, reset the Remote by entirely draining its battery: unplug the Receiver from any power source while the Remotes are into it, and allow them to completely discharge. This can take up to 24 hours.
My Remote's LED is solid
If your Remote's LED is solid, reset the Remote by entirely draining its battery: unplug the Receiver from any power source while the Remotes are into it, and allow them to completely discharge. This can take up to 24 hours.
Enable the "Pause" mode of the Remotes
You can enable the "Pause" mode while the Remote is out of the Receiver. To enable the "Pause" mode on one of your Remotes, simply short press the corresponding setup button (A or B) on the Receiver. When a Remote is paused, its LED and the corresponding setup button flash slowly. Short press the setup button again to switch back to "Play" mode.
My Remotes do not communicate with my Phase Receiver
If you cannot enable the "Pause" mode, it means that your Remotes do not communicate with the Receiver (they might not be paired).
- First, make sure your Phase is up to date. Download Phase manager (formerly MWM Connect) if you haven't installed it yet: https://mwm-store.com/configuration. Proceed with the update if needed.
- If the Remotes' LEDs do not flash along with the A/B Setup buttons when you short press them, place them into the Receiver and pair them: long press (3 sec.) the corresponding Setup button, then try to enable the "Pause" mode again after calibration is done.
- Reset the Remote in Phase Manager by clicking on the associated button, located in Settings/Advanced settings.
My Remotes do not communicate with my Phase Receiver
If you cannot enable the "Pause" mode, it means that your Remotes do not communicate with the Receiver (they might not be paired).
- First, make sure your Phase is up to date. Download Phase manager (formerly MWM Connect) if you haven't installed it yet: https://mwm-store.com/configuration. Proceed with the update if needed.
- If the Remotes' LEDs do not flash along with the A/B Setup buttons when you short press them, place them into the Receiver and pair them: long press (3 sec.) the corresponding Setup button, then try to enable the "Pause" mode again after calibration is done.
- Reset the Remote in Phase Manager by clicking on the associated button, located in Settings/Advanced settings.
Battery
Are you encountering battery-related issues with your Remotes?
Battery
A Remote is discharging faster than the other
Make sure your Phase is up to date: download Phase manager (formerly MWM Connect) if you haven't installed it yet: https://mwm-store.com/configuration. Proceed with the update if needed.
Every Li-Ion battery is unique, it is thus possible to notice a slight difference in the battery percentage when they are being used. Devices equipped with Li-ion batteries (smartphones, tablets, laptop, handheld consoles, or digital cameras) generally have a fluctuating duration, depending on the way it is used, the temperature and the environment. This is a regular behaviour of such devices.
Also note that the Li-ion battery draining is not linear: you may notice that one Remote discharges faster at the beginning of its cycle, and slower at the end, for example.
A Remote is discharging faster than the other
Make sure your Phase is up to date: download Phase manager (formerly MWM Connect) if you haven't installed it yet: https://mwm-store.com/configuration. Proceed with the update if needed.
Every Li-Ion battery is unique, it is thus possible to notice a slight difference in the battery percentage when they are being used. Devices equipped with Li-ion batteries (smartphones, tablets, laptop, handheld consoles, or digital cameras) generally have a fluctuating duration, depending on the way it is used, the temperature and the environment. This is a regular behaviour of such devices.
Also note that the Li-ion battery draining is not linear: you may notice that one Remote discharges faster at the beginning of its cycle, and slower at the end, for example.
Your Phase is ready to be used!
It seems that all the features of your Phase are properly functioning.
If you still have questions about setting up Phase, select one of the topics below.
Connect Phase to my DVS setup
Plug the Phase Receiver to a power source (computer or power outlet with a 5V/500mA USB adaptor) using the MWM USB cable.
Connect the audio outputs of the Receiver to the "Line" inputs of your mixer/DVS interface using the MWM RCA cables, as described in the Quickstart Guide.
DJ setup
Which setup are you using Phase with?
I have issues connecting Phase to my DJ controller
If you are experiencing issues to connect Phase to your DJ controller, check the following points.
- Make sure that your controller is DVS compatible and has "CD/Line" audio inputs.
- Make sure that your controller and your DJ software are set on DVS mode.
- Make sure that the inputs you connected to the Phase Receiver are properly set up.
- Check the cables: try using other RCAs to make sure that the MWM cables are not faulty.
I have issues connecting Phase to my DJ controller
If you are experiencing issues to connect Phase to your DJ controller, check the following points.
- Make sure that your controller is DVS compatible and has "CD/Line" audio inputs.
- Make sure that your controller and your DJ software are set on DVS mode.
- Make sure that the inputs you connected to the Phase Receiver are properly set up.
- Check the cables: try using other RCAs to make sure that the MWM cables are not faulty.
Testing the audio configuration with an external DVS interface
In this section, we will run an audio test to ensure that everything is properly working.
- Connect the Phase outputs to the LINE inputs of your mixer (and not to your DVS interface).
- Place the Remotes on your turntables. Allow the Remotes to calibrate, then turn your turntables on to spin the Remotes.
- Set your mixer's source selector on "Line" mode.
You should now be hearing a continuous sine wave signal sent by Phase.
If it works, connect your Phase to the inputs of your DVS interface, and its outputs to the LINE inputs of your mixer, switch the source selector back to USB, and you are ready to use Phase.
I have issues connecting Phase to my external DVS interface
If you are having troubles connecting Phase to your external DVS interface, check the following points.
- Make sure that your audio interface is DVS compatible, and that it features "CD/Line" audio inputs.
- Make sure that your DVS interface is selected in your DJ software.
- Make sure that Phase is properly connected to your DVS interface with RCA cables.
- In the audio settings of your DJ software, make sure that the Inputs connected to your Phase are properly set.
- Check the cables: try using other RCAs to make sure that the MWM cables are not faulty.
I have issues connecting Phase to my external DVS interface
If you are having troubles connecting Phase to your external DVS interface, check the following points.
- Make sure that your audio interface is DVS compatible, and that it features "CD/Line" audio inputs.
- Make sure that your DVS interface is selected in your DJ software.
- Make sure that Phase is properly connected to your DVS interface with RCA cables.
- In the audio settings of your DJ software, make sure that the Inputs connected to your Phase are properly set.
- Check the cables: try using other RCAs to make sure that the MWM cables are not faulty.
Testing the audio configuration with an integrated DVS mixer
In this section, we will run an audio test to ensure that everything is properly working.
- Connect the Phase outputs to the LINE inputs of your DVS mixer.
- Place the Remotes on your turntables. Allow the Remotes to calibrate, then turn your turntables on to spin the Remotes.
- Set your mixer's source selector on "Line" mode.
You should now be hearing a continuous, sine wave signal sent by Phase.
If it works, switch the source selector back to USB, and you are ready to use Phase.
I have issues connecting Phase to my integrated DVS mixer
If you have troubles connecting Phase to your integrated DVS mixer, please check the following points:
- Make sure your mixer is DVS compatible.
- In the audio settings of your DJ software, make sure that the inputs connected to your Phase are properly set.
- Make sure that Phase is properly connected to the Line inputs of your mixer, and that your mixer's source selector is set on USB.
- Check the cables: try using other RCAs to make sure that the MWM cables are not faulty.
I have issues connecting Phase to my integrated DVS mixer
If you have troubles connecting Phase to your integrated DVS mixer, please check the following points:
- Make sure your mixer is DVS compatible.
- In the audio settings of your DJ software, make sure that the inputs connected to your Phase are properly set.
- Make sure that Phase is properly connected to the Line inputs of your mixer, and that your mixer's source selector is set on USB.
- Check the cables: try using other RCAs to make sure that the MWM cables are not faulty.
Your DJ setup is properly connected
If you can hear the DVS signal (sine wave) from the Line input, this means that your Phase is properly set up with your DJ equipment and ready to be used. You can now set the source selector on DVS mode (USB) as usual, and start mixing. If you are using an external DVS interface, make sure to connect again the Phase outputs into the inputs of your interface, and its outputs to the inputs of your mixer.
If you still have trouble setting up your DJ software with Phase, go to the next step.
I have issues setting up Serato DJ Pro with Phase
If you are experiencing issues using Serato DJ Pro with Phase, check the following points.
- Make sure that Serato's audio preferences are set on Line/CD inputs. Please note that some mixers (like the Pioneer DJM-S9) require Serato to be configured in "CDJ" mode to receive audio from "CD/Line" inputs.
- Make sure that your decks are both in "Relative" (REL) mode.
- Start the turntables to spin the Remotes, then open Serato settings. Adjust balances L/R - P/A to get a perfect circle (i. e., optimum performances). We also recommend to set sensitivity between -48 and -24.
I have issues setting up Serato DJ Pro with Phase
If you are experiencing issues using Serato DJ Pro with Phase, check the following points.
- Make sure that Serato's audio preferences are set on Line/CD inputs. Please note that some mixers (like the Pioneer DJM-S9) require Serato to be configured in "CDJ" mode to receive audio from "CD/Line" inputs.
- Make sure that your decks are both in "Relative" (REL) mode.
- Start the turntables to spin the Remotes, then open Serato settings. Adjust balances L/R - P/A to get a perfect circle (i. e., optimum performances). We also recommend to set sensitivity between -48 and -24.
I have issues setting up Traktor Pro with Phase
If you are experiencing issues using Traktor Pro with Phase, check the following points.
- Make sure Traktor's audio preferences are set on Line/CD inputs.
- Make sure that your decks are both in "Relative" (REL) mode.
To activate the "REL" mode, click once on the vinyl icon, to the right of the "play" button.
- You can disable the "Calibration failed" message by unchecking the "Enable header warning" box In Traktor's global settings.
I have issues setting up Traktor Pro with Phase
If you are experiencing issues using Traktor Pro with Phase, check the following points.
- Make sure Traktor's audio preferences are set on Line/CD inputs.
- Make sure that your decks are both in "Relative" (REL) mode.
To activate the "REL" mode, click once on the vinyl icon, to the right of the "play" button.
- You can disable the "Calibration failed" message by unchecking the "Enable header warning" box In Traktor's global settings.
I have issues setting up Rekordbox with Phase
If you are experiencing issues using Rekordbox with Phase, check the following points:
- Make sure Rekordbox audio settings are set on Line/CD and that your mixer is selected.
- Depending on your mixer, you may need to open the Setting utility, and make sure to select "Control Tone Line" as the input of your mixer.
- Make sure both decks are in "Relative" (REL) mode.
I have issues setting up Rekordbox with Phase
If you are experiencing issues using Rekordbox with Phase, check the following points:
- Make sure Rekordbox audio settings are set on Line/CD and that your mixer is selected.
- Depending on your mixer, you may need to open the Setting utility, and make sure to select "Control Tone Line" as the input of your mixer.
- Make sure both decks are in "Relative" (REL) mode.
Phase manager
Select your option below:
My Phase is not detected in Phase manager
If you have launched Phase manager and connected your Phase, but your device doesn't show up in the software, please try the following actions:
- Quit then relaunch the app;
- Unplug and replug your Phase;
- If you are using a Windows computer, open the Windows Device manager, locate Phase and uninstall it, then unplug and replug Phase.
- Try to plug the Phase in another USB port, or using a powered USB hub.
- If you still have troubles to get your Phase detected in Phase manager, please contact our support team: support@mwm-store.com.
My Phase is not detected in Phase manager
If you have launched Phase manager and connected your Phase, but your device doesn't show up in the software, please try the following actions:
- Quit then relaunch the app;
- Unplug and replug your Phase;
- If you are using a Windows computer, open the Windows Device manager, locate Phase and uninstall it, then unplug and replug Phase.
- Try to plug the Phase in another USB port, or using a powered USB hub.
- If you still have troubles to get your Phase detected in Phase manager, please contact our support team: support@mwm-store.com.
I cannot update my Phase
If you have launched Phase manager, connected your Phase, but you are unable to complete the firmware update, please try the following actions:
- Unplug and replug your Phase;
- Quit then relaunch the app;
- Try plugging your Phase in another USB port, and try to use a powered USB hub.
If you still have troubles to update your Phase, please contact our support team: support@mwm-store.com.
I cannot update my Phase
If you have launched Phase manager, connected your Phase, but you are unable to complete the firmware update, please try the following actions:
- Unplug and replug your Phase;
- Quit then relaunch the app;
- Try plugging your Phase in another USB port, and try to use a powered USB hub.
If you still have troubles to update your Phase, please contact our support team: support@mwm-store.com.
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