Troubleshooting Lync Whole-House Audio Systems

Written by
HTD Staff
Published on
March 3, 2022 1:27:39 AM PST March 3, 2022 1:27:39 AM PSTrd, March 3, 2022 1:27:39 AM PST

Here are the most common issues we hear about from customers using one of our Lync systems, along with suggestions to resolve them.

Related to the Lync App

App displays "System not found" or doesn't always connect to the system.

  • Most often this is due to a network issue, specifically that your smart phone or tablet is not connected to the same WiFi network as your system's gateway (model GW-SL1 or WGW-SL1). 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 device likely 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 the Lync app and make sure the toggle switch is set to "on". Note: as of this writing, Android devices do not require this setting.
  • Check the connection between the gateway and Lync central controller: Make sure the cable connected at the Lync "RS232 SERIAL INTERFACE" 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 Lync 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 your order for a Lync system was approved. 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 Lync 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.

Related to the LyncTouch keypad

Display indicates you need to restart the central Lync controller.

All Lync devices (LyncTouch, AIP, BIP, and DIP) are only recognized by the system when the central Lync controller (model Lync 6 or Lync 12) are first powered on. If you connect a device while the system is already powered on, that device will not be recognized and will not work. Power cycle your system to give the Lync 6 or Lync 12 controller the opportunity to identify the device.

Best steps to power cycle your system:

  1. 1. Make sure your amplifier(s) are in sleep mode or powered off.
  2. 2. Power off the central Lync controller using the power button on the front.
  3. 3. Wait 10 seconds. Press the power button back in.
  4. 4. Power back on the amplifier(s) if powered off.

If the LyncTouch was previously recognized by the system and working properly, but this message suddenly displays, power-cycling the system using the steps above will likely resolve the issue. That said, it is best to check the following that could have caused the issue in the first place:

  • Are you using a patch panel for your Cat 5 (or higher) cable? It is always best to avoid patch panels with a whole-house audio system. See "What are some of the biggest MISTAKES people make when preparing their home for a whole-house audio system?"
  • Check that both ends of your Cat cable followed the same 568A or 568B standard and that ALL 8 conductors are properly terminated. It is NOT okay to simply use your own sequence at both ends because the 8 conductors are more accurately defined as 4 twisted pairs. The "twisting" makes a difference - you must follow 568A or 568B. And, unlike ethernet which only makes use of 4 of the 8 conductors, HTD whole-house audio systems utilize all 8. See the last page (Addendum) of the Lync Owner's Manual for details.
  • Check that the firmware on your LyncTouch is current. LyncTouch can be updated using a temporary connection with your existing WiFi network and internet connection. To enter setup mode, press and hold the Quick Key Button (heart shape) for three seconds. Select the UPDATE button and follow the on-screen instructions. For details, see page 25 of the Lync Owner's Manual.


Not all of my Sources are being displayed on the LyncTouch.

All Lync V3 systems (our current system) have the ability to hide Sources from being displayed on a LyncTouch uniquely within each zone. Use your app to check the Zone Settings for this particular zone to ensure the sources you want to appear are selected.

If, in the Source Settings section of the app, you label a source name as it appears on keypads as "None" (exactly like that with a capital "N"), the system will automatically remove that source from displaying on every LyncTouch in every zone. This is a nice trick for when you are not utilizing one of your 12 (Lync 6) or 18 (Lync 12) source inputs, but it could also be the reason you are not seeing a particular source.

Volume is not as loud or behaving as I expected.

Volume control on the Lync system ranges from mute (0) to a maximum of 60. With 60 unique volume levels, this gives you a fine level of detail for controlling volume.

For most listeners, everyday listening will typically have volume set in the 15-30 range. Loud parties, or outdoor spaces, may require a higher volume setting, but you should almost never need the system to get above 50.

If you are having to set zones to these higher volume numbers just to obtain everyday listening levels, then chances are good your system is not optimally set up. It is important to understand that the Source will output a volume signal level, but only the amplifier creates volume. All other "volume controls" are simply attenuating (reducing) this level.

To troubleshoot, start with the source:

  • Traditional audio sources such as a DVD player provide a strong, fixed level audio output signal that is not likely to require any adjustment.
  • If you are connecting a smart phone or tablet as your source, you are likely using what is really a "headphone" output. This signal level is slightly lower than a traditional source output when its volume level is at maximum. That said, a smart phone can be a great source, but don't reduce the signal further by reducing the signal strength on the phone or tablet itself - keep it at maximum and control the level from the Lync app or a LyncTouch keypad.
  • Some music streamers include a fixed audio output level and others allow it to be variable. When you set up your streamer for the first time (using their app), fixed volume is preferred. If unavailable, set the output volume level to maximum.

Next, consider the app for the streaming service such as Spotify, Apple Music, Pandora, etc. Streaming service apps are primarily used to select the artist, song, or playlist you'd like to hear. If the app offers a fixed volume setting, use it. If not, set and keep the volume level at maximum.

Finally, check the level knobs on the front of your 12-channel amplifier(s). In most cases, these should also be turned all the way clockwise in order to get the most out of your amplifier's power. Adjust these level knobs counter-clockwise only when you want to limit or cap the volume for a particular zone (e.g. kids rooms or outdoor areas). Intercom levels are fixed so that you can hear the person speaking into a zone regardless of the volume number currently set for the zone. But note that reducing the level knobs on a 12-channel amplifier will of course impact the intercom level.

If most of your sources are performing as expected, but by comparison one has low volume, then you may simply be using a source with a low level output. We offer line gain-boosters that fix this. Read more.

If you are only experiencing a low volume issue in one zone and the level knobs on the front of the 12-channel amplifier for the speakers in that zone are turned all the way up, you may have a problem with your speaker wiring. When speakers are wired "out of phase" with one another, their sound waves can cancel each other out. This effect is most obvious with lower frequencies where sound waves are larger. The result is audio that sounds thin or weak.

A convenient way to check for this is to disconnect just one speaker at the amplifier. If you have two speakers in a zone and the sound improves when one or the other is disconnected, then they are wired out of phase. An easy fix is to swap the red and black wires on JUST ONE OF THE SPEAKERS. This will correct for any mis-wiring that may have occurred at either the amplifier or at one of the speaker terminals.


Not seeing your issue or are unable to resolve your issue? Please contact us and we will do our best to help.