Here are the most common issues we hear about from customers using one of our Lync systems, along with suggestions to resolve them.
Issues Related to the HTD Home Audio App
Please visit www.htd.com/apphelp.
Issues Related to the LyncTouch Keypad
Display indicates you need to restart the central Lync controller.
All Lync devices (LyncTouch, AIP, BIP, DIP, and FLIP) are only recognized by the system when the central Lync controller (model Lync 6 or Lync 12) is 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. Make sure your amplifier(s) are in sleep mode or powered off.
- 2. Power off the central Lync controller using the power button on the front.
- 3. Wait 10 seconds. Press the power button back in AND WAIT 15 SECONDS FOR THE SYSTEM TO FULLY BOOT UP.
- 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:
- Make sure the app you are using to control your system is the HTD Home Audio app. Our older apps – HTD MC and HTD Lync – are being discontinued. Outdated coding in these older apps can cause issues, including the “locking up” of keypads. Never operate two of our apps from the same device at the same time. Best practice is to delete older apps from your phone or tablet.
- 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. Watch the video. If one of your LyncTouch is out of range of your WiFi network, unplug it and connect it at the central location or in a zone where another LyncTouch had a strong WiFi connection. Once updated, you can return the LyncTouch to its original location.
- 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 "Mistakes to avoid when preparing your 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.
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.
Some other problem? Determine if the issue is with a keypad or a zone on the central controller:
- Try connecting the LyncTouch at the central location using a short, factory-terminated Cat 5 or higher cable. Be sure to restart the central controller before testing.
- Try connecting a different LyncTouch. Be sure to restart the central controller before testing.
- Contact HTD
Issues Related to Volume
Volume control on the Lync system ranges from mute (0) to a maximum of 60. Having 60 discreet volume levels provides 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 your audio sources 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 . . .
The Lync 6 and Lync 12 include a really useful tool to help you identify if a source (music player, TV, etc.) is not outputting a signal, or outputting one that is weak. On the front panel, you will see a section labeled "Source Signal Strength". Any active source will display a green LED light that flickers with intensity based on the signal strength of that source.
In the video below, Source 3 and Source 12 (built-in MP3 player) are clearly providing a strong signal. Source 8 is also playing but at a lower level. Every other connected source is not currently active. If you were listening to Source 3 in any zone and were to then switch to Source 8, the volume in the zone would drop slightly because the signal strength coming from Source 8 is lower.
Different audio sources provide different output levels, but in some cases you can adjust these levels before they are sent into the Lync controller. In other cases, the only way to balance your source levels is to add a Line Level Gain Booster.
- Traditional audio sources such as a CD or DVD player provide a strong, fixed level audio output signal that is not likely to require any adjustment.
- Some music streamers include a fixed audio output level while others only provide a variable output. When you set up your streamer for the first time (using their app), fixed volume is preferred. If unavailable, set the variable output volume level to maximum and then independently control volume within each zone using the HTD Home Audio app or a LyncTouch keypad.
- If you are connecting a smart phone or tablet as your source, you are likely using what is really a "headphone level" output. This signal level is typically lower than a traditional source when its volume level is at maximum. That said, a smart phone can still be a great source, just don't reduce the signal further by lowering the volume on the phone or tablet itself; instead, keep it at maximum and control the volume within each zone using the HTD Home Audio app or a LyncTouch keypad.
Next, consider the app for the streaming service such as Spotify, Apple Music, Pandora, etc. With whole-house audio, 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 positive and negative conductors for JUST ONE OF THE SPEAKERS. This is most easily done at the amplifier and will correct for any mis-wiring that may have occurred at either the amplifier or at one of the speaker terminals.
I’m not hearing anything out of one or more of my zones.
- As with volume issues described above, start with the source. Look at the green signal strength indicator lights on the front of your Lync 6 or Lync 12 central controller (see GIF above). Confirm that the source number you want to hear has a good signal. Confirm that source number has been selected for the zone.
- Also on the front of the central Lync controller, confirm you see a blue light next to the zone number you are testing. Only zones that are currently powered on will display a blue light.
- If you are not getting sound in any of your zones, confirm the amplifier is powered on and not in sleep mode. With older HTD models, the main power indicator light will display bright blue when the amplifier is on and active, and a dimmer blue when the amplifier is in standby. More current models will be bright blue when active and amber when in standby. Look for a 3-position switch on the back of your amplifier that is labeled “On Auto On Trigger”. Review pages 11-13 of the Lync Owner’s Manual to confirm your Lync central controller and amplifier(s) are connected and set up correctly.
- Confirm the “1 2 Line” switch for your amplifier channels are set correctly. Unless you are using more than two amplifier channels for the zone in question, then the left and right variable outputs for that zone will likely be connected to “line inputs” on your amplifier channels. In this case, the switch should be set to “Line”.
- On the front of your amplifier(s), confirm the level knobs for the amplifier channels used to power the speakers in the zone are set between the 3:00 and the maximum 6:00 position.
In one of my zones, I only hear half of the speakers in that room.
You most likely have a bad RCA patch cable connecting the zone on your central Lync controller to the amplifier channels used in that zone. Replace it with a known good cable.
With one of my sources, I only hear half of the speakers in every zone.
You most likely have a bad cable connecting the source into your Lync system. Replace it with a known good cable.
Not seeing your issue or are unable to resolve your issue? Please contact us and we will do our best to help.