The most common calls we receive regarding the use of our apps relate to initial and consistent WiFi connectivity, and accessing custom settings. See below for guidance. If your issue is not discussed on this page or you need further assistance, please call or submit a case.

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

• 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, make sure it is plugged into the router or an ethernet switch connected to the router. Do not plug the gateway into an open port on the modem or the app will not find it.
• Make certain your smart phone or tablet is connected to the same WiFi network as your system's gateway. Use your phone or tablet to check for available WiFi networks. If more than one WiFi network is listed for your home (possibly depending on where you are standing within your home), even if these networks share a common name, you may or may not be connected to the same network as 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.
  
  A properly set up home network will only be displayed once in the list of available WiFi networks. For further details, see "What are the biggest MISTAKES people make when preparing their home for a whole-house audio system?"
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 this initial connection. Turn off the VPN, close the app, reopen the app and connect to your system. Turn your VPN back on. You will only need to do this one time.
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.
Make sure the gateway is powered on and is connected to your network.
Model WGW-SL1 shipped after October, 2020 (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.

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.