No Play-Fi Devices Detected

Quick Tips

This page will help you troubleshoot issues with finding speakers previously connected to your network.

Before we begin, double check that your phone / tablet is connected to the same network as the Play-Fi products, and not a separate guest or office network, which could prevent media communication. If everything looks correct, try these steps in order until the products appear in the Play-Fi app:

  1. Turn the Wi-Fi setting of your phone/tablet off and then back on, and try closing and re-opening the app.
  2. If you have a VPN or Traffic Filter application, set an exception for Play-Fi, or temporarily disable it.
  3. Power the Play-Fi product(s) off and then back on.
  4. Reboot your router.

On iOS, there's some extra permissions you'll want to make sure are on in the Play-Fi app under iOS settings, which are Location Access and Local Network Access

On any phone, tablet, or computer, if you have a VPN for work or other activities, this may also prevent the app from finding products, so add an exception for Play-Fi or disable this for Play-Fi use.

Detailed Troubleshooting

If you still can’t see or access your speakers within the Play-Fi app, or you are setting up a Play-Fi product, check the status of the Wi-Fi light.  Based on what that light is doing, there are several ways to get the speaker up and running again.  If using a Windows PC to stream, see here for some additional steps you can take if these suggestions don’t help.

Wi-Fi Light Solid

A solid Wi-Fi light indicates the Play-Fi product has the network setup information, and is connected to a network. If the product isn’t found in the app, try the following:

  1. Try closing the Play-Fi app and reopening it, or restarting your phone, tablet, PC.
  2. If you have a VPN or Traffic Filter application, set an exception for Play-Fi, or temporarily disable it.
  3. Double-check that your phone, tablet or PC is connected to the same network as the speaker, so they can see each other.
  4. If connected to a guest or office network, consider using a different network that allows media sharing, or contact your network admin to enable media sharing.
  5. If you have multiple access points or switches, be sure broadcast forwarding is enabled, so that the discovery announcements can be seen at any connection point.
  6. Check our Incompatible Router List to see if your model (or similar model) is on the list and what the recommended solution is.
  7. Contact customer support if none of these steps fix the issue.

Wi-Fi Light Blinking

 

Blinking indicates the Play-Fi product has the network setup information, and is attempting to connect but failing. To correct this, try the following:

  1. Move the Play-Fi product closer to the router / access point.
  2. Exit the app, put the Speaker back into Set-Up mode using the Wi-Fi button or a factory reset.
  3. Be sure you are not trying to use an Office or Corporate guest network, which may have advanced login / security methods that product can't support.
  4. Verify that your network is not set to deny unauthorized MAC IDs, or that it has a frequent lease refresh (if you’re not sure what these are, then you can contact customer support).
  5. Be sure the router is not set to Wi-Fi channels outside of your region (if you’re not sure what these are, then you can contact customer support).
  6. Try a Manual Update.
  7. Check our Incompatible Router List to see if your model (or similar model) is on the list and what the recommended solution is.
  8. Contact customer support if none of these steps fix the issue.

Wi-Fi Light Pulsing

 

Pulsing indicates the Play-Fi product is in Set-Up mode.

If the product should already be setup at this point, before running Set-Up again:

  1. Double-check the password you're entering is correct.
  2. Power cycle the Play-Fi product (turn it off and then on again), and see if it automatically rejoins the network once it fully powers up. If it does, consider using a surge protector or UPC when connecting to a power outlet.
  3. Move the Play-Fi product closer to the router / access point.

Run Set-Up again. If the Play-Fi product is still in Set-Up mode:

  1. Be sure you are not trying to use an Office or Corporate guest network.
  2. Check our Incompatible Router List to see if your model (or similar model) is present and if there is a solution.
  3. Contact customer support if none of these steps fix the issue.

Wi-Fi Light Off

No Wi-Fi light indicates the Play-Fi product is no longer attempting to use Wi-Fi. If your Play-Fi product is in this state, try the following:

  1. Check that the Play-Fi product is not connected via Ethernet (The Wi-Fi light is always off if Ethernet is used).
  2. Power cycle the Play-Fi product (turn it off and then on again).
  3. Try a Manual Update.
  4. Contact Customer Support.

Ethernet Cable Connection

If the Play-Fi product is connected via Ethernet instead of Wi-Fi, you will not be able to use the Wi-Fi light to diagnose the problem.  In this instance, try each of the following:

  1. Try closing the Play-Fi app and reopening it, or restarting your phone, tablet, or PC and then reopening the app.
  2. Double-check that your phone/tablet/PC is connected to the same network as the speaker. 
  3. Be sure you are not trying to use an Office or Corporate guest network.
  4. If it’s your personal network, be sure that you have broadcast forwarding and media sharing enabled on your router / access point (if you’re not sure what these are, contact customer support).
  5. Check our Incompatible Router List to see if your model (or similar model) is present and if there is a solution.
  6. If using a Windows PC to stream, check the steps in the next section.
  7. Contact customer support if none of these steps fix the issue.

Windows PC

If you lose speakers while using the Play-Fi app for Windows PC, try solving the issue based on the status of the Play-Fi product Wi-Fi light.  If that dos not help, try the following: 

  1. Change your network type from “Public” to “Home” or “Work”.
  2. Enable Network Sharing.
  3. Right click the Play-Fi app shortcut, and elect to run it in Administrator mode.
  4. Ensure DTS Play-Fi is allowed in your Firewall / VPN, or temporarily disable it.
  5. Disable any antivirus or security software blocks against DTS Play-Fi.