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App displays "No systems found" 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 2 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 (model GW-SL1 or WGW-SL1) 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 model WGW-SL1 can be connected wirelessly to your WiFi network:
Our current gateway model WGW-SL1 (it has a red stripe on the cover) 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 use a wired connection, 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. If you are using Access Points, make sure they have been set up as 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.
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 > 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.
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.