When setting up these devices: You will know your device is properly connected when the blue cloud on the top of the device is solid blue and the LED on the front panel is RED. Keep in mind: just because your hearing music from the Cloudbox it doesn't confirm 100% it's connected to our network and working properly. If you are hearing elevator type instrumental jazz music it is NOT connected to our network.


As well, if you have to use an alternate aux cable than what we provided with the Cloudbox to connect to your amplifier make sure its a TRRS cable inserted into the Cloudbox and not a TRS. TRS cables can cause buzzing.


When onsite if you need quick help the online support chat is generally the fastest way to get a response, as well you can always reach out to the general support line, or schedule a time for your account manager to be available for location troubleshooting.

Online Help Database

Customer Support / Contact Us
Customer Support Phone Number
844-422-6249



General Cloudbox Setup Documentation



General Troubleshooting Step By Step Guide

  • First, if the Cloudbox isn't working try unplugging power to the Cloudbox for 30 seconds and plugging it back in.

  • Wait about 30 seconds after you plug the power back so the device has time to boot up

  • Now when you look at the Cloudbox do you see a solid blue cloud on the top or a blinking blue cloud?

If the blue cloud on top of the Cloudbox is no longer blinking

Can you hear sound from your speakers?

Yes

  • Does it sound like instrumental jazz/elevator music?

  • You are not connected to our servers. See network configuration guide and make sure your firewall isn't blocking media.

  • Are you hearing music you would expect to hear on the radio ?

  • We’re up and running!

  • To fully test log into the locations username and try changing the music, adjusting volume, pausing and skipping. Note: In the case the correct music is playing but you can't adjust volume, pause, or skip it may mean SQS is being blocked on the network. Refer to the network configuration guide for more on this.

  • Firewall, Proxy, and Content Filter Configuration Guide

No

  • Can you confirm the volume is turned up in your app or browser?
    Try plugging headphones into the Cloudbox and confirm if you hear sound.
    If you still aren't hearing anything let me know. We may have a hardware malfunction

If the blue cloud on the top of the Cloudbox is still blinking

How are you connecting to the internet?

WiFi

If you have an iOS/Android mobile device or tablet available can you try downloading our Cloud Cover Music Set Up app in the App Store.

Ethernet

  • Do you have an alternate Ethernet cable you can try instead?

  • Can we try plugging the Ethernet cable into a different port on your router/switch?

  • Can you confirm another device like a laptop also works on the same Ethernet cable and port?

  • Network Configuration Settings
    If you're still having issues try playing this media file on the same network. If it doesn't work your network needs to be configured by your IT department. For the most accurate test try playing this through the web browser on the cloudbox itself while it's connected to an HDMI capable monitor

  • Test MP4 - https://media.cloudcovermusic.com/music/test/testfile.mp4

Still Having Trouble? : Check the correct URLs have been whitelisted and the network configurations have been applied to the Firewall

Network, Proxy, and Content filter Configurations



Cloudbox Connectivity Testing

For all of these test URL's the most accurate test you can do is by checking them through the web browser on the Cloudbox that is accessibly when it's plugged into an HDMI capable monitor with USB mouse. However, if you don't have a monitor and mouse available for testing you can try these on a device connected to the same network for more insight on your network configurations.

To Test If Media is Blocked:
On a computer connected to the same network as your Cloudbox can you test this link to see if media is being blocked on your network by trying to play this file from a web browser and let me know if you hear the music? https://media.cloudcovermusic.com/music/test/testfile.mp4

To Test Access to Our API:


https://api2.cloudcovermusic.com - This is the API The Cloudbox uses
https://api.cloudcovermusic.com - This is the API of the web browser version
https://api3.cloudcovermusic.com - This is the API the mobile app uses.

If access to our API isn't blocked you should see something like this : {"name":"Cloud Cover Music API","version":"6.0.23"}

If any of the test URLs don't work have your IT department review our firewall, proxy, and content configurations document and confirm the requirements are open.


Blue Cloud Flash Patterns

The Cloudbox has three different flashing Cloud LED patterns. If the Cloud on the top is solid blue it is streaming correctly; if it is blinking could you identify which of the following flash patterns it is indicating?

  • Flash, flash, pause: This indicates a connectivity issue; the CloudBox is not connected to the network. This is what you are going to see when first setting up a CloudBox, and it hasn’t yet been connected to the internet.

  • Flash, flash, flash: This is an API request failure. This could be where a firewall is blocking access from the CloudBox to the Cloud Cover Music API.

  • Long flash, long flash, long flash (about 6 second flashes): This is a media request failure. This is what you are going to see if Media is being blocked on your firewall.

LED Troubleshooting (On front of Cloudbox)

  • Blue LED - If the CloudBox shows a blue light (Network LED) then it is unable to get a network connection. Check the Ethernet cable is correctly plugged in to a network port that is active. Test the ethernet cable by attaching a device (laptop/desktop) that is known to be working. Check your network Firewall, Proxy, and Content Filter Configurations.

  • Red LED - If the CloudBox shows a red light (Network LED) indicating it has successfully obtained a network connection, but you are only hearing elevator style music (royalty free music stored on the CloudBox) then check your network Firewall, Proxy, and Content Filter Configurations to make sure the CloudBox can access the Cloud Cover Music service.



Cloudbox Setup Documentation

The Cloudbox is a music streaming device that offers:

  • Tamper resistant – Limit access to prevent people changing music or messages to protect your brand

  • Remotely controlled from the web

  • Locally stored music that automatically plays if the network connection is interrupted and auto resumes when restored

  • Auto-restart if power outage occurs

  • Simple plug-and-play setup — WiFi requires a little configuration to join the network

  • Includes RCA connector for Aux connection (TRRS) to an amp from the 3.5mm line out. HDMI and SPDIF can be used if desired

  • Bluetooth compatible - You will need an HDMI Capable Monitor and USB Mouse for Configuration

  • If a Cloudbox was ordered for a location the email address on file will receive an you will receive an email with tracking information from our shipping department as soon the order has been processed.

  • Note: if the Cloudbox loses power the SSID/Password will be saved and it will login automatically when power is turned back on.

Cloudbox Specifications

  • Product Dimensions: 115mm x 120mm x 23mm

  • Chipset: AML S905X Quad-Core ARM Cortex-A53 up to 1.5GHz

  • GPU Penta-Core ARM Mali-450 up to 750Mhz+

  • Storage: 8GB eMMC

  • Memory: 1 GB DDR3

  • OS: Android 6.0.1

  • Video Decoder: VP9/H.265 up to 4Kx2K@60fps, H.264/MPEG-1/2/4 VC-1/AVS/RealVideo up to 1080p@60fps.

  • Audio Decoder: MP3/AAC/WMA/RM/FLAC/OGG

  • Bluetooth: Specification 4.0

  • USB Host: 2 High speed USB 2.0 (1 OTG and 1 HOST), support USB Flash Drive & USB HDD

  • Card Reader: SD/SDHC/MMC cards

  • HDMI: HDMI 2.0a With 3D,HDR,CEC and 4Kx2K@60fps max resolution

  • LAN: 10/100M standard RJ-45 Ethernet

  • Wireless: 802.11b/g/n Wi-Fi

  • AV: Support Stereo Audio and CVBS 480i/576i SD Video

  • SPIDF: Support Optical Output

  • Power Adapter: DC 5V/2A, Operating temperature: 0 to +40°C, Storage temperature: -40 to +70°C, Operating humidity: 10 to 90% RH, non-condensing, Storage humidity: 5 to 95% RH, non-condensing



Download the Cloud Cover Music app from the App Store for iPhone, Amazon Appstore for the Amazon Fire, or the Play Store for Android. The App icon is white with a blue logo and the word MUSIC.

To connect WiFi to your Cloudbox Download the Cloud Cover Music SETUP App from the App Store, Amazon Appstore for the Amazon Fire, or the Play Store for Android. The App icon is white with a blue logo and the word SETUP.



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