If your CloudBox has a solid blue light on top and is streaming music, but you are hearing static, buzzing, or no music at all, the issue may be related to the audio cable, audio port, or your audio system. The following are troubleshooting steps to help determine the issue.
First, it is best to check the following:
Make sure the audio cable is plugged in securely on both ends, try unplugging and plugging back in all the way
Try to clear out any dust in all audio ports
The volume is up on both your audio system and your CloudCover account
The correct input on your amp/receiver etc is selected.
If you using the TRRS to RCA audio cable, make sure you are using the one that came with the CloudBox. Most 3rd party cables are not compatible with the CloudBox and can cause issues like buzzing, humming, or audio may not pass at all.
If you aren't sure if you are you can identify if its the correct connector type if it has 3 black bands around the end of the audio connector on the 3.5mm output. See TRRS on the right side of the diagram for an example
Audio Humming
Possible causes of humming:
Tune volume set very low while the amplifier gain is turned up high; there is low level noise the CloudBox always produces which can be exaggerated if in this setup.
Audio cables running parallel to power cables (can introduce interference)
Faulty or damaged audio cables
Quick test to isolate the issue: Completely unplug the CloudBox from the amplifier. If the humming continues, the issue is likely with the cable or amplifier—not the CloudBox.
Also good to note, if you ever happen to be using a long audio cable in conjunction with the one we provided it can introduce noise. Usually this will just be standard noise/hum, but one user had a 50-100ft long cable that was creating what sounded like feedback.
Testing
Please grab a pair of headphones that do NOT have a microphone, (this causes static)
Unplug the audio cable from the CloudBox
Plug your headphones into the same port on the CloudBox that the audio cable was using
Unplug your headphones and plug the audio cable back in
If you heard music, this means the issue is not with the CloudBox
If you have a mobile device or laptop with a port for earbuds:
Unplug the audio cable from the CloudBox
Plug it into your mobile device or laptop
Play music from your device, (Spotify, YouTube, CloudCover, etc, anything that is easy for a very quick test)
Unplug the audio cable from your device and plug it back into the CloudBox
If you heard music, this means the issue is not with the CloudBox or the audio cable.
More in depth Testing:
You will need to connect the CloudBox to a monitor and a mouse; we will be checking the CloudBox internal audio.
Once you have the CloudBox connected to a monitor and a mouse:
You will see the artwork for whatever song is currently playing; right click on this screen
You are now on the main settings screen; select the 'Settings' option on the bottom right
Select the 'General' setting in top right
Select 'More Settings' on the bottom
Select the 'Sound & Notification' option from the right, (3rd option down)
The very first setting is the volume for the box.
If the setting is less than in the middle, increase it by dragging to the right.
If you are still having issues, please reach out to our Support Team by clicking on the chat bubble in the bottom right. Thanks!