Assistance setting up an HTD Whole-House Audio App

The following apps are available for both iOS and Android devices:

HTD Home Audio - Our newest app is available now for all Lync systems on Apple devices; Android ETA January, 2023. It is currently NOT available for MC and MCA but we are actively working to make the app compatible with these systems. Please read this post before moving from another HTD app to the HTD Home Audio app.
HTD Lync - This app is being discontinued in favor of the new HTD Home Audio app. While most of the functionality of this app is still available for all Lync systems, it is no longer feasible for us to provide updates or bug fixes. If you own a Lync system, we highly recommend switching to the Home Audio app once it is available. This new app was built from the ground up to give us better access to all of the code and functionality.
HTD MC - This app is currently best for all MC-66 and MCA-66 systems.

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 "System not 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. 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?"
  • 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 discover and communicate with the gateway, it will continue to state "System not found". Your iPhone or iPad should have asked about this during initial installation of the app. 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". Note: as of this writing, Android devices do not require this 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.
  • Turn off Automatic WiFi/Cellular Switching. Most smart phones offer a feature that will temporarily, but automatically, switch your Internet connection from WiFi to cellular when it detects that the download speed of your cellular network is currently faster than that of your WiFi. This feature should be turned off for you to always maintain connection to your local devices such as printers and the whole-house audio gateway.
    • To check this setting on iOS: Go to Settings > Cellular. Scroll to the bottom of the page. Make sure "WiFi Assist" is toggled off.
    • To check this setting on Samsung: Open the Settings app, tap Connections > Wi-Fi > Menu icon (upper-right) > Advanced. Make sure “Switch to mobile data” is off.
    • To check this setting on Google Pixel: Go to Settings and search for “Adaptive Connectivity”. Make sure it is toggled off.
    • To check this setting on most other Android devices: Settings > Network & Internet > Internet > Network Preferences. Make sure “Switch to mobile data automatically” is turned off.


Connect manually:  If you are certain you are on the same WiFi network as the gateway, and you have checked the above bulleted points but the app is still unable to auto-discover a system on your network, the app provides the option to connect the app to the gateway manually. This is a one time process. To do this, you will need to know the unique MAC address of your gateway (model GW-SL1 or WGW-SL1) and the IP address that your network router assigned to it. Please follow the instructions on page 3 of the Getting Started document.

Step-by-step instructions for wirelessly attaching the WGW-SL1 to your home network are found on page 4 of the the Getting Started document.

 

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.

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