CONNECTIVITY

Wireless connectivity issues can happen. Here’s how to get the upper hand.

Basic
  • How can I improve my Definitive Technology wireless experience?

    You may experience a poor signal or interference with your WI-FI enabled device if one or more of the following:

    1. The router is not 802.11n or 802.11ac

    2. Quality of Service (QoS) is not enabled on router. (Note: not all routers have this feature)

    3. The Wireless Collection device is too far from your router or access point or the Wi-Fi signal is blocked by concrete, brick, or other walls.

    4. A microwave oven, wireless phone, or another brand's wireless music system could be interfering with the signal.

    5. The router's broadcast channel is set to ""Auto"" or multiple routers and other Wi-Fi devices are interfering with the signal.

    Take the following steps to avoid loss in playback and choppy audio:

    1. Does your router broadcast at 802.11n or 802.11ac?

    If your router is only capable of broadcasting 802.11a, 802.11b then is can effectively only transmit to one WI-FI device. You will need to get a newer router to use the Wireless Collection product. We recommend you get at least a dual band N router or even the newer AC routers for the best wireless audio experience. If your router can broadcast on 802.11b/g, make certain that it is not set to only broadcast on 802.11b. Refer to your router's owner manual to check for and adjust this setting.

    2. Is your router's Quality of Service (QoS) setting turned on? Newer routers have QoS technology, which can greatly improve audio quality. Refer to your router's owner manual to see if the setting is available. (Note: not all routers have this feature)

    3. Is the Wireless Collection product located where it receives a poor Wi-Fi signal?

    Each Wireless Collection device has a Wi-Fi signal strength indicator displayed in the Speakers menu. If the strength indicator by the Wireless Collection device name is orange or red, then the Wi-Fi signal is not reaching the device. The Wireless Collection device will need to be relocated to get better performance or you may need to buy a router extender to boost the signal.

    4. Was a microwave oven, older phone systems, or other sound system in use when the drop-out occurred?

    Check to see if a microwave oven is in use when the audio ""cuts out"" or becomes ""choppy"". If this is the case, try moving the router and/or Wireless Collection device(s) away from the microwave. Do the same for an older wireless phone that may be operating at a similar frequency as the router.

    5. Are there multiple Wi-Fi routers in the area? Is your router broadcasting on the same channel as these other routers or is it set to ""Auto""?

    You can check to see if there are several other routers in the area with Wifi Analyzer, a free Android app. You can also use this app to find less congested broadcast channels.

    Go to the Google Play Store or the Amazon App Store, and download and install this application. Once installed, launch the app and go to the location that your Wireless Collection device is set up. Find your router's name. If there are several other routers on the same channel then you will need to change your router's broadcast channel.

    Use Wifi Analyzer to find a less congested channel. It is important to note that while 14 channels are displayed only channels 1, 6, and 11 are actually used. The ""Auto"" configuration can cause disruptions in playback when the router switches channel. Some routers will auto-switch channels significantly more frequently than necessary, so it is best to disable this feature and select a specific channel for broadcast when wishing to stream media.

    Refer to your router's owner manual to see how to change broadcast channels.

  • What can cause connection problems?

    Sometimes connectivity issues on your Wi-Fi network can cause problems with the performance of Wireless Collection products. These include dropouts, when audio playback is interrupted in one or more rooms during a song, stuttering, when a song has small skips while you are listening to it, and lost connections, where a speaker is completely disconnected from the streaming group.

    In most instances, these issues are each caused by your Wi-Fi set up, and can be easily fixed with a simple upgrade to your network. Not only will your Wireless Collection products work better, your overall experience with Wi-Fi at home should improve quite a bit. 

    Here are some specific conditions to check for if you are experiencing connectivity issues:

    Older routers / crowded network conditions:

    - You have a router provided by your Internet Service Provider, or
    - Your router is 802.11g (or lower),or
    - Your router is five years old (or older), or
    - You are using Wireless Collection products in an area with many wireless networks nearby, or
    - You are using Wireless Collection products in an environment with a lot of wireless devices (like phone systems, earpieces, headphones, or microwaves)

    We recommend upgrading to a new router/access point, with 802.11n dual band wireless. The upgrade will improve the performance of all of your streaming activities, not just the Wireless Collection. Click here for a list of specifications and routers we recommend (link to FAQ that details recommended routers).

    Large streaming range or difficult streaming environment:

    - You live in a larger home, or
    - Your Wireless Collection products are placed beyond several thick walls or floors

    Be sure you have a top quality router, as suggested above. Plus, we recommend adding one or more additional wireless access points to your network. This will extend the range and reliability of your Wi-Fi at home.

    Building materials that hinder Wi-Fi:
    - Your Wireless Collection products are in an area with a lot of pipes, metal, tile or water flow

    These materials may be interfering with the Wi-Fi signal getting to the speaker, causing dropouts. Try moving the speaker a few feet away from the area.

    Wireless network extenders aren’t working:
    - You are using wireless network extenders at home, and still experiencing performance issues

    We recommend wiring the extended access points to your main router.

    Competing audio products disrupting the network: 
    - You have another wireless audio system in your home that uses the Wi-Fi network

    We recommend disconnecting or unplugging it when your Wireless Collection products are in use. Some of these products (like those from Sonos and Samsung) use hubs and network extenders that are not Wi-Fi certified. These products may disrupt normal Wi-Fi traffic even when they are not active.

    If you are curious about why these conditions cause problems for your Wi-Fi performance, please call Customer Support at 800-228-7148.

  • What does the Wi-Fi setup light tell me?

    No Wireless Collection Devices Detected

    If you can’t see or access your speakers within the Definitive Technology app, either during set-up or during normal use, check the status of the Wi-Fi light. Based on what that light is doing, there are several ways to get the speaker up and running again. If using a Windows PC to stream, see here for some additional steps you can take if these suggestions don’t help.

    Wi-Fi Light Solid

    This indicates the Wireless Collection product has the network setup information, and is connected to the network. If the product isn’t found in the app, try the following:

    1. Try closing the Definitive Technology app and reopening it, or restarting your phone, tablet, PC.

    2. Double-check that your phone, tablet or PC is connected to the same network as the speaker, so they can see each other.

    3. Be sure that you have broadcast forwarding and media sharing enabled on your router / access point (If you aren’t sure how to do this, contact customer support for help).

    4. Try a Manual Update.

    5. Check our Incompatible Router List to see if your model (or similar model) is on the list and what the recommended solution is.

    6. Contact customer support if none of these steps fix the issue.

    Wi-Fi Light Blinking

    This indicates the Wireless Collection product has the network setup information, and is attempting to connect but failing. To correct this, try the following:

    1. Move the Wireless Collection product closer to the router / access point.

    2. Exit the app, put the Speaker back into Set-Up mode, and set it up again.

    3. Be sure you are not trying to use an Office or Corporate guest network.

    4. Verify that your network is not set to deny unauthorized MAC IDs, or that it has a frequent lease refresh (if you’re not sure what these are, then you can contact customer support).

    5. Be sure the router is not set to Wi-Fi channels outside of your region (if you’re not sure what these are, then you can contact customer support).

    6. Try a Manual Update.

    7. Check our Incompatible Router List to see if your model (or similar model) is on the list and what the recommended solution is.

    8. Contact customer support if none of these steps fix the issue.

    Wi-Fi Light Pulsing

    This indicates the Wireless Collection product has returned to Set-Up mode, and will need to be set up again. Before running Set-Up again:

    1. Double-check the password you entered was correct.

    2. Power cycle the Wireless Collection product (turn it off and then on again).

    3. Move the Wireless Collection product closer to the router / access point.

    Run Set-Up again. If the Wireless Collection product is still in Set-Up mode:

    4. Be sure you are not trying to use an Office or Corporate guest network.

    5. Try a Manual Update.

    6. Check our Incompatible Router List to see if your model (or similar model) is present and if there is a solution.

    7. Contact customer support if none of these steps fix the issue.

    Wi-Fi Light Off

    This indicates the Wireless Collection product is no longer attempting to use Wi-Fi. If your Wireless Collection product is in this state, try the following:

    1. Check that the Wireless Collection product is not connected via Ethernet (The Wi-Fi light is always off if Ethernet is used).

    2. Power cycle the Wireless Collection product (turn it off and then on again).

    3. Try a Manual Update.

    4. Contact Customer Support.

    If the Wireless Collection product is connected via Ethernet instead of Wi-Fi, you will not be able to use the Wi-Fi light to diagnose the problem. In this instance, try each of the following:

    1. Try closing the Wireless Collection app and reopening it, or restarting your phone, tablet, or PC and then reopening the app.

    2. Double-check that your phone/tablet/PC is connected to the same network as the speaker.

    3. Be sure you are not trying to use an Office or Corporate guest network.

    4. If it’s your personal network, be sure that you have broadcast forwarding and media sharing enabled on your router / access point (if you’re not sure what these are, contact customer support).

    5. Try a Manual Update.

    6. Check our Incompatible Router List to see if your model (or similar model) is present and if there is a solution.

    7. If using a Windows PC to stream, check the steps in the next section.

    8. Contact customer support if none of these steps fix the issue.

    If you lose speakers while using the Definitive Technology app for Windows PC, try solving the issue based on the status of the Wireless Collection product Wi-Fi light. If that does not help, try the following:

    1. Change your network type from “Public” to “Home” or “Work”.

    2. Enable Network Sharing.

    3. Right click the Wireless Collection app shortcut, and elect to run it in Administrator mode.

    4. Ensure DTS Play-Fi is allowed in your Firewall.

    5. Disable any antivirus or security software blocks against Definitive Technology.

  • Why is my Definitive Technology Wireless Collection device not discovered after set up?

    The final step for setting up your Wireless Collection product is for the app to search for and find the new products connected to the Wi-Fi network. If it is unable to find the product at this step, one of two things has occurred.  

    1. It’s possible the password was inadvertently entered incorrectly. Choose “Settings -> Add Play-Fi Device"" to run set up again, with the correct password, using the option to show the password so that you can verify the entry.   

    2. Double check that your phone or tablet is connected to the same network you used to set up the Wireless Collection product.

    3. Close the app, and restart it.

    4. If this does not work, check our other FAQs to troubleshoot based on indicator light behavior.

  • Should I invest in a new router if mine is three or four years old?

    That’s a smart idea. Newer wireless routers offer higher speeds and less interference. And streaming high-definition movies and music from your personal electronic device – like your laptop, smartphone, tablet, TV streaming box, game console, or other network connected device – requires a newer router. We recommend upgrading your router to either 802.11n or 802.11AC to enjoy trouble-free streaming. They are available for as little as $69.

    One router that we fully endorse at that price, and based on our numerous customer experiences, is the Belkin AC750. Once you’re ready to set up your new router, please feel free to call our toll-free Customer Support number at 800-228-7148. We’re happy to walk you through the steps – it only takes a few minutes.

  • Are there any types of Wi-Fi networks that are not compatible with my Definitive Technology Wireless Collection product?

    Your Wireless Collection product is designed to work with all residential grade wireless networks. However, it will not work with any access protected network such as Guest or Office networks.

    Wireless Collection products are built to deliver a wonderful audio listening experience at home and on a personal Wi-Fi network. Offices and other corporate networks like hotels, airports, and areas with “guest” Wi-Fi networks are almost always set up to disable media streaming products. This is done for security reasons, and to preserve bandwidth. Regardless of the reason, these environments are not suitable for use when using a Wireless Collection product.  

    If for some reason you do need to use your Wireless Collection product in an office environment, work with your IT department or network administrator on set up.

  • What is a Wi-fi Analyzer app and would I ever need one?

  • What if the Definitive Technology app stops suddenly while playing?

    The majority of the time, this occurs when something else is happening on your smartphone or tablet outside of the Definitive Technology app.
    For instance, the app may crash if:

    - The device's battery is low, causing it to conserve resources
    - The memory has filled up
    - The Definitive Technology app’s background process was forced to stop by the OS for other reasons, and the app was not able to resume
    - An OS-level illegal operation occurred


    To avoid further crashes, try plugging in your device, closing or killing other memory-intensive background applications, and clearing your device's cache. Then, restart the app and enjoy the music.

    If the app continues to crash after you take these steps with your device, please contact Customer Support at 800-228-7148 for help.

  • Are there any types of Wi-Fi networks that are not compatible with my Definitive Technology Wireless Collection product?

    Your Wireless Collection product is designed to work with all residential grade wireless networks. However, it will not work with any access protected network such as Guest or Office networks. Definitive Technology Wireless Collection products are built to deliver a wonderful audio listening experience at home and on a personal Wi-Fi network. Offices and other corporate networks like hotels, airports, and areas with “guest” Wi-Fi networks are almost always set up to disable media streaming products. This is done for security reasons, and to preserve bandwidth. Regardless of the reason, these environments are not suitable for use when using a Wireless Collection product. If for some reason you do need to use your Wireless Collection product in an office environment, work with your IT department or network administrator on set up.

Advanced
  • What are required network settings to use Play-Fi on your PC?

    Play-Fi will only work on Wi-Fi networks that are set up as a "Home network" or a "Work network" on your PC, since these provide higher security settings than “Public” Wi-Fi networks. If your PC is connected to a "Public" Wi-Fi network, Play-Fi products will not be detected. To check your network's settings go to the desktop, right click the network symbol in the taskbar (usually the lower right corner of the screen), and then click 'Open Network and Sharing Center'. If the current network is set to "Public" (#1 in the image below) then select the link "Public Network (#2 below) and change the setting to "Home" or "Work".

  • Why is my Definitive Technology Wireless Collection product(s) no longer listed in the Definitive Technology app?

    There are some instances where updating the Definitive Technology app and/or your Definitive Technology product's firmware may cause the the product to disappear from view in the app. If this happens, try the following step first--in many cases this may be all you need to do:

    1. Quit the Definitive Technology app and then relaunch it

    However, if this step does not solve the issue, please try the following:

    2. Power off the personal electronic device that controls your Definitive Technology Wireless Collection product, then turn it back on and relaunch the app.

    3. Go into the Settings menu on your personal electronic device and take the steps to ""Forget"" your Wi-Fi network. Then, rejoin your network by entering the appropriate Wi-Fi password.

    4. Cycle power your Wireless Collection product by unplugging it from your personal electronic device or power outlet. Then, try plugging it back in.

    5. Perform a factory reset on your Wireless Collection product by going through the setup process on each device:

    - Hold down the Wi-Fi setup button for 15 seconds until a third set of tones is heard--the first two sets consist of two tones, while the third and final set consist of three tones
    - After the factory reset, the product will need to be set up on the network again since your Wi-Fi credentials are removed during the factory reset

  • What if a Definitive Technology update fails to upload?

    A Wireless Collection device update can fail because the Wi-Fi connection between the Wireless Collection device, phone, tablet, or PC and router was interrupted, either because of heavy network traffic, an obscured signal, or wireless interference. If the update fails repeatedly, try moving your Wireless Collection device and phone, tablet, or PC near your Wi-Fi router during the update. If you are attempting to update many speakers at once and it appears that an update is particularly lengthy or large based on your first attempt, turn off all of the speakers, and then turn just one on at a time to complete the update for each one separately. If updates are failing repeatedly at the same point in the process, exit the app, turn your Wireless Collection product and the phone, tablet, or PC on and off again, and then try the update procedure again. If this does not help, you will need to perform a manual update. Contact Customer Support at 800-228-7148 for assistance.

  • What if I get a Definitive Technology Wireless Collection Device lost message?

    If you see this message, it could mean one or more things: - The connection to your network is waning. - You’ve moved out of your network’s coverage range. - Your phone/tablet/PC has lost its network connection or is connected to a network other than the one your Wireless Collection products(s) are on. - Your device’s Wi-Fi has been subjugated by another app (such as AT&T Smart Wi-Fi). - One of the devices lost power in the middle of communication. Start by confirming that your router is connecting to other networked devices (like your phone or laptop) and that Wi-Fi is working in your house. Next, double check that you and your phone (the source of the music) are still in normal Wi-Fi range, and that the speaker is in range, too. Check the speakers for power, and to see the state of the Wi-Fi light. If everything looks OK, and you’re not sure why you might be having issues, you can also contact Customer Support at 800-228-7148 anytime for assistance.

  • Why can’t the Definitive Technology app find my music?

    If the Definitive Technology app is unable to find tracks that you've downloaded to your phone, tablet or a networked media server, check the list of supported file formats first. If your music is in an unsupported format, it will simply not appear in the library. If you've confirmed that the missing files should be supported, but you still can't see them: Android - Files downloaded from Google Play Music, Spotify and Rdio are not accessible to other companies’ apps, so you will not be able to index and play them with the Wireless Collection. - If your files are stored in a “no media” folder, the app will not index them. Move any files you want to play out of that folder. For iOS - The Definitive Technology app can see files and playlists that were loaded onto your device, through iTunes. If you used another loading method (like a separate music app), the Wireless Collection product will have difficulty locating and playing those files. - The Definitive Technology app cannot see files that are stored in iCloud. Be sure the files you want to use have been downloaded to your device. For Media Servers - Ensure that your music library has been refreshed and updated. - Confirm that the media server doesn't have advanced authentication enabled. - Make sure that your media server software supports the file format of your music.

  • Why are older routers, 802.11g and lower routers, and routers from ISPs problematic?

    Many routers and wireless gateways provided by ISPs are older and lower quality than more modern networking gear. Wireless Collection products are not especially demanding in terms of bandwidth, but they do require reliable transmit speed and a quality signal. Older routers often lack newer media streaming optimization features and the speed and range enhancements that current routers have. Routers five years old or older are also known to become slower and less reliable as they age. The Wireless Collection will work on most 802.11g routers, but performance may not be the best. 802.11g does not support many optimizing features that were introduced in 802.11n. 802.11n routers also offer greatly improved speeds, and this can dramatically help not only the Wireless Collection, but also your daily network performance. Due to its limited range and speed, streaming over 802.11b is limited to a single Wireless Collection speaker. Interference issues: Areas with many wireless networks nearby, or with many other wireless devices in use. Using Wireless Collection products in environments with many wireless networks operating at once, like an apartment building or crowded neighborhood, can be a challenge, because it is likely that these networks are causing interference with each other. To check for this, if you are using Android, you can download and run an app like Wi-Fi Analyzer. The app will show which broadcast channels are busy, and can help you choose a less cluttered one. If the area is very crowded, switching to a router with 5GHz capabilities will make a big difference. Interference can also come from devices that don’t connect to your network, but are still emitting wireless signals. Microwaves are one example, but wireless home phone systems and Bluetooth headphones and handsets also may cause trouble. If your home has a lot of these devices, moving to a dual band router and using your Wireless Collection product with the 5GHz band will be a major improvement.

  • Will Play-Fi work with Apple IOS 4 and 5?

    No. Unfortunately, Apple support of those systems limits it.