If your issue is not discussed on this page or you need further assistance, please call or submit a case. We want your system working perfectly as much as you do and are happy to help!

I replaced my router and now the app no longer works.

• Hardwired Connection - if you previously connected the WGW-SL1 or WGW-SLX wirelessly to a network, but now are using an Ethernet cable, reset the gateway to its factory defaults by depressing the button located near the antenna (while powered on) for 10 seconds.
• Wireless Connection - If you named the new WiFi the same as the old WiFi and kept the same password, the gateway will automatically reconnect. If either has changed, reset the gateway to its factory defaults by depressing the button located near the antenna (while powered on) for 10 seconds. Then, follow the steps found on page 3 of The HTD Home Audio App manual.

I’m having trouble connecting my WGW-SL1 or WGW-SLX gateway wirelessly to my home network.

There is a one-time setup process for connecting the gateway wirelessly to your WiFi network. The steps are found on page 3 of The HTD Home Audio App manual. If you are having difficulty, try the following during initial setup:

• Do not use a “private” webpage when accessing 10.10.100.254.
• Temporarily turn off your VPN.
• Some phones and tablets include a feature that will switch to cellular service if the WiFi signal is weak. It's best to leave this off for both intial setup and regular use. In Apple devices, this feature is called “WiFi Assist”; for Android it varies, but is commonly referred to as "Smart Network Switch".
• If you click on “Next”, “Apply”, or “Save” at any point in the setup process and nothing happens, try refreshing the page and pressing the button again.
• If you are still experiencing an issue with the setup process, try resetting the gateway to its factory defaults by depressing the button located near the antenna (while powered on) for 10 seconds.

App displays "No systems found", "no route to host", or doesn't always connect to the system.

• If your WiFi network is provided by AT&T fiber service or Xfinity, initial auto-discovery of our gateway may not work. You will need to manually connect one time using the link provided at the bottom of the app's first page. Please read page 4 of the manual for complete instructions.
• Most of our customers use a router to manage DHCP that is separate from, but connected to, the modem provided by their Internet Service Provider. If connecting the gateway with an ethernet cable, it should be plugged into the router or an ethernet switch connected to the router. If using a "managed" switch, make sure the port you choose is available to your entire network. Do not plug the gateway into an open port on the modem or the app will not find it.
Gateway models WGW-SL1 and WGW-SLX can be connected wirelessly or with an ethernet cable, but NOT BOTH SIMULTANEOUSLY. If you previously set up this gateway for a wireless connection, but now prefer to connect with an Ethernet cable, you must first reset the gateway to its factory defaults by depressing the button located near the antenna (while powered on) for 10 seconds.
Make certain your smart phone or tablet is connected to the same WiFi network as your system's gateway. If your home network has been incorrectly set up with Access Points that act as individual networks instead of a single common mesh network, your phone or tablet may not be able to "see" the gateway. This issue typically presents itself with the app sometimes working and sometimes not, often depending on where within the home you are located.All of your access points may provide access to the internet, but this does not necessarily mean they can communicate with each other. While many home automation devices, such as smart plugs and lights, receive their commands from the internet, HTD systems only communicate over your WiFi network which provides better security and ensures your system will work even if your Internet connection goes down. Note that gateway model WGW-SLX can also accept commands over the Internet, but only for commands initiated from Alexa, Google Home, and Apple Shortcuts/HomeKit that filter through our private HTD cloud (again, for security). This means that if you are using Access Points, make sure they have been set up as part of a mesh network, and not with independent IP address management.

The initial set up page on the HTD Home Audio App displays both "Systems Nearby" and "Stored Systems". If you previously set up a system and it is currently displayed on the Stored Systems page but not on the Systems Nearby page, the chances are good that your phone or tablet is currently not connected to the same WiFi network as the system’s gateway. iOS devices complicate things a bit, as they often only display one Wifi network if you have set up more than one but simply assigned each with the same SSID (name). You need a true, common mesh network, and not just a bunch of access points set up with their own SSL and DHCP (IP management).
If you are using an iOS device, you must give permission for our app "to communicate with other devices on the network". If the app is not given permission to communicate with the gateway, it will continue to state "No systems found". Your iPhone or iPad should have asked for this permission with a pop-up window during initial installation of the app; if it did not, then your iOS device is most likely not connected to the same network as the gateway.

To confirm this is set correctly on your iOS device, go to Settings > Privacy & Security > Local Network. Find our app and make sure the toggle switch is set to "on". If you do not see the Home Audio app listed, then you are connected to a different network than the gateway. Note: as of this writing, Android devices do not require this permission setting.
If you are using a VPN, it may need to be turned off during the initial set up. Turn off the VPN, close the app, reopen the app and connect to your system. Turn your VPN back on. After this one-time setup, you can leave your VPN turned on and still control your system. Note: Some VPN's include a setting that can block access to devices on your local network - make sure that setting is set to allow access to devices on your local network.
Check the connection between the gateway and central whole-house audio controller: Make sure the cable connected at the "RS232 SERIAL INTERFACE" on the controller is not loose but also not too tight causing the cable to back out of the connection.

Known providers of routers that will not auto-discover and thus require manual setup: AT&T for fiber service, Xfinity

I can't access the custom settings because that section is locked.

All systems ship with this section locked. If it were not locked, anyone with access to your home's WiFi would be able to download the app and make changes to these custom settings. We sent an email to you at the time you ordered your system. This email included helpful information for setting up your system and also included your initial unlock code.

If you previously changed the initial unlock code to something more personal but now cannot remember the code, you will need to delete the app and set it up again using the initial unlock code. Your custom zone names, source names, groups and presets can be recovered using the RESTORE feature in System Settings, but ONLY if you previously used the BACKUP feature which saves this information in our free cloud.

The HTD Home Audio App also provides a way to scan the QR code found on the back of your gateway in order to retrieve the initial unlock code.

Please contact us if you are unable to locate the initial unlock code and we can help.

The System Status page only displays ALL ON and ALL OFF buttons.

The System Status page should display the status of all of your zones, including the source selected and volume level. Below the list of zones, you should see the option to power on or off all zones with a single button press.

If you do not see any of your zones and instead only see the buttons labeled "ALL ON" and "ALL OFF", it means the app is communicating with the gateway, but the gateway is not able to share commands with the central controller (Lync 6, Lync 12, MC-66, or MCA-66).

• Make sure you are using the app titled HTD Home Audio, and not one of our older apps.
• Make sure the central controller is powered on.
• Check that the RS232 cable is connected between the gateway and the central controller.
• On the back of the controller, make sure the RS232 cable is not tightened so much that it has actually backed away from the "RS232 SERIAL INTERFACE" port. Try unscrewing it completely and just pushing it in by hand to test without using the screws.