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Troubleshooting
Last updated: August 9, 2024 09:12. Revision #13506
If you have trouble connecting the Player to your network or the StreamMagic app to your Player, these steps may help to
resolve the problem:
Ensure that you have followed the 'Connecting to WiFi' steps in the manual here.
Ensure your mobile device is connected to the same network you wish to connect your Player to.
Remove any VPN or Anti Virus app you may have downloaded on your mobile device, as they can sometimes prevent the app from
'seeing' other devices on the network.
Remove any network switches/extenders etc. that are part of your network set up
Connect the unit directly to your router via an Ethernet cable.
Perform a factory reset on your unit, and then attempt the network set up steps again.
Check that a DHCP server is available, or that you have configured a static IP address on your Player. You can configure a static IP
address on the unit via the 'Network' settings in the StreamMagic app.
Reboot and/or factory reset your router.
If your Player is experiencing audio dropouts during playback from a network source, these steps may help to resolve the
problem:
Remove any network switches, extenders, boosters etc. that may be part of your network set up
Connect the unit directly to your router via an Ethernet cable.
Reset your network router.
Perform a factory reset on your Player by following the steps in the manual here.
If your Player can connect to the network successfully but is unable to play particular Internet Radio stations, it may be due
to one of the following causes:
The station is not broadcasting at this time of the day (remember it may be in a different time zone).
The link in our database is simply out of date. (You can request that a radio station is added or updated by following the steps in the
following FAQ.)
The Internet connection between the server (often located in a different country) and you is slow.
Try deleting and then re-installing the StreamMagic app on your device.
If the station is set as a preset, delete and then re-install the station as a preset in the StreamMagic app.
Perform a factory reset on your Speaker by following the steps in the manual here.
If you have problems with UPnP playback check the following:
Ensure your chosen UPnP server software can serve the file type you are trying to access. Some servers do not serve FLAC for
instance.
This Player can only play non-DRM files. Files that have DRM controls cannot be played.
If attempting to play 24-bit WAV or FLAC content, note a wired Ethernet connection is normally preferred for reliable operation due
to bandwidth considerations.
Check the Player can play back the file type you are trying to access. ALAC, WAV, FLAC, AIFF, DSD (x256), WMA, MP3, AAC, HE AAC
AAC+, OGG Vorbis can currently be played.
Ensure your PC/NAS drive are connected to the same network as your Player.
Ensure you have followed the required steps for PC/NAS drive configuration. You can find out more about this in the following FAQ.
If you have problems with USB Media playback check the following:
Check the Player can play back the file type you are trying to access. ALAC, WAV, FLAC, AIFF, DSD (x256), WMA, MP3, AAC, HE AAC
AAC+, OGG Vorbis can currently be played.
This Player can only play non-DRM files. Files that have DRM controls cannot be played.
Check that your device does not require more than 1A if it is powered from the USB socket itself.
Check your device is formatted in FAT32/NTFS/exFAT/Ext4 format.
The way you organise your USB media affects the size of the internal database the Player needs to build dynamically as you browse
content. It is good practice to create folders for Artists, within which should be a sub folder for each album containing the tracks for
that album. Libraries with thousands of tracks in one folder will progressively slow down the Player's media browsing.
If you have problems connecting a Bluetooth device to the Player check the following:
Ensure the Bluetooth source has been selected via the remote control, app or front panel source selector. You will be unable to pair
a Bluetooth device to the Player unless the Bluetooth source has been selected.
Ensure the Player is not already connected to another Bluetooth device.
There is no sound:
Ensure the Player is not in Standby mode.
Ensure the Player is not muted.
Ensure the correct source has been selected via the remote control, app or front panel source selector.
Check that any connected device is not in mute mode.
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