If you're experiencing issues with your Cambridge Audio network streamer then we want to be able to help you get this resolved as effectively and efficiently as possible.
But in order to do so we'll need to have all the relevant information necessary to begin troubleshooting this for you. We'll need some information on your unit and your set up first. When you submit a support request about a network streamer issue it would be really helpful if you could supply the following information with your submission, this way we can get straight to resolving your issue;
-
The Firmware (or Service Pack) version your streamer is currently running:(This can be found in Settings > Firmware > Version, and will being with a 'v', for example v018-a-078).
This can also be found by navigating to the StreamMagic app >
Devices >
Settings >
Device information > Service pack
- Your Unit I.D. This starts with 000 or 00 and can be found in Settings > Firmware > Version > and scrolling to Unit ID.
This can also be found by navigating to the StreamMagic app >
Devices >
Settings >
Device information > Device I.D
Depending on the nature of your issue it would also be helpful to know some or all of the following, where relevant:
- The exact UPnP server (model of NAS drive, the name of UPnP software, etc) that you are having trouble playing from (if applicable).
- The brand of USB HDD that you are having trouble playing from, as well as storage capacity and drive format e.g. (FAT32 Or NTFS) (if applicable).
- Does the same thing happen when browsing on the front panel of the player, or does the problem only occur when using the app?
- The app platform (iOS or Android) that you are using, and the make and model of mobile device that you are using (if applicable).
- The app version that you are currently running (if applicable).
- The make and model of your network router.
- If you have any network switches, Wi-Fi boosters, or similar in your network set up.
- How your network streamer is connected to other units in your set up (for example, which inputs and type of cables are being used, is C-Bus connection being used and if so, how is it configured, etc).