Support Requests via e-mail

Please send an e-mail to contact at retroaudiophiledesigns.com or use the Contact page. We will come back to you as quick as possible.

It is important that you include the Retro Audiophile Designs serial number on the label that is attached to the Network Music Player. 

 

Latest software version 

This latest upgrade introduces an easier set-up due to the two Wi-Fi circuits. Emphasis is, as always, on support streaming and easy Bluetooth speaker connections. The Player's own user interface are partly redesigned so that streaming will be much more easy to use and monitor. In short: the Network Music Player is now faster, more robust and more user friendly.

OPTIONS for updating

1. You can download the software from the Extras and Downloads section. Flash a USB memory stick with the software image and update the player.

2. If you do not want to update by yourself you can instead order a new USB memory stick. It can be ordered here. This option is the preferred option since all the latest updates and patches are included.

 

Software updates in general

If you can download files from the Internet and copy files to a USB stick on your computer you can update the software of your Network Music Player as well. It is almost that easy . . .       how it is done is described in detail here.

Support Requests

Please send an e-mail to contact at retroaudiophiledesigns.com or use the Contact page.

It is important that you include the Retro Audiophile Designs serial number on the label that is attached to the Network Music Player. The release history of the software versions can be found here.

Before you send us a support e-mail please read this:

[. . . and you will avoid a lot of questions from us]

Things that are important to know

The Network Music Player basically consists of a computer and an amplifier and some software (referred to as the player). It is a computer system. Computer systems are usually prone to fail over time. Often it is the software that doesn’t work correctly and it gets into an unstable state for various reasons. 

This computer system is designed to be far more robust than an ordinary PC and it is. However, the Player also relies on external systems like a stable network, different devices for remote control and also decent Internet access. All that being said, it is important to realize that errors may occur and occur probably more often than for older analogue hi-fi systems since more different kind of components are involved.

The first steps to do when things go wrong

Restart the Network Music Player in order to get all the system components in a stable state:
1. Turn off the player.
2. Wait for 15 seconds.
3. Turn on the player.
4. Wait for the boot procedure to finish, may take as long as 3 minutes.
5. Try again.

 

Things that you should check 

- Check the DC power and is the Network Music Player turned on?

Check that the Network Music Player is turned on and fed with DC power. The power cord has to be inserted correctly. It is important that the unit is fed with 19 V DC and 3.42 A. More power will damage the electronics and less will make the Player stutter or not work at all. Always use the AC/DC adapter that was provided.

- Check playback using a local music source and http://player.local

A USB memory flash drive is correctly inserted and the flash drive contains some music files of the right format so you can test playback using http://player.local and a web browser.

- Is there sound?

Check that the volume level is high enough and not muted. When streaming from apps be sure that the volume control on your device and the player volume (http://player.local) are high enough. Be sure that the Player is correctly connected to the speakers. Check that the speakers actually work. 

- Is the Network Music Player connected to the network?

Check that the Network Music Player is connected to the network used. Also check that the Player and your devices are connected to the same Wi-Fi. Check that twice . . .

Test the connection by using an LAN cable, be sure that the cable is correctly inserted in the Network Music Player and in any of the correct network ports of your home network router. Be sure that your home network router is on and working correctly.

- Test you device

Restart the device you use for playback and try to do USB  playback.

Check if the Network Music Player can be accessed by another device.

 

Important

THINGS YOU SHOULD NEVER DO

Do not try to recharge or power a device via the USB port. There is not enough power to support anything else than one USB flash drive. The effect will be that the Player will stop working until the device is removed.

Do not rapidly switch the Network Music Player on, off and on, off again . . . If the power is turned off and immediately turn on again voltage spikes may occur and that will mess up things mainly on the software side. The hardware itself is pretty robust. If you accidentally turn off the power wait for 15 seconds before turning on again. 

Do not remove the SD card from the SD card reader or remove the USB memory stick with the software from its special USB port when the Player is on. The effect will be that the unit will stop working. Insert the SD card/USB stick again and restart. 

It is no use to try to connect more than one USB flash drive for example through an USB hub. It always will be the first inserted USB flash drive that will be accessible.