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 you're 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.
Customer Support / Contact Us
Customer Support Phone Number
General CloudBox Setup Documentation
Bluetooth Setup Guide - You will need an HDMI monitor and a USB Mouse
Cloud Cover Music uses roughly 1.5GB - 2GB a day (24 hours) per streaming device. In order to stream music consistently and without interruption, you should dedicate at least 384 Kbps in bandwidth.
In the case you have bandwidth restrictions you can setup a schedule (DayPart) if you would like to schedule specific times when the music would play, if you are concerned about the data usage. For further example, playing just 8 hours a day would be around 500MB of data.
General Troubleshooting Step By Step Guide
Unplug Power: If the Cloudbox isn't functioning, start by unplugging the power from the Cloudbox and leave it disconnected for 30 seconds.
Reconnect Power: After the 30 seconds have passed, plug the power back into the Cloudbox.
Wait for Boot-Up: Allow the Cloudbox some time to fully boot up. This typically takes around 30 to 60 seconds. Important note: During the boot-up process, the cloud will display a continuous blue light
Observe Light: Now, check the Cloudbox. Do you see a solid blue cloud on top, or is the blue cloud blinking?
If the blue cloud on top of the Cloudbox is solid blue
Can you hear sound from your speakers?
Yes, but it sounds 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.
Yes, it sounds like music you would expect to hear on the radio:
We’re up and running!
To fully test, log into the location's username and try:
Changing the music
Adjusting the volume
Pausing and skipping
Note: If the correct music is playing but you can’t adjust volume, pause, or skip, it may mean SQS is being blocked on the network. For more information, refer to the network configuration guide.
No, I can't hear sound from my speakers.
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, please let us know. There may have been a hardware malfunction.
For further assistance, please refer to the Firewall, Proxy, and Content Filter Configuration Guide.
If the blue cloud on top of the Cloudbox is still blinking:
1. How are you connecting to the internet?
If you have an iOS/Android mobile device or tablet available, you can try downloading our Cloud Cover Music Set Up app in the App Store.
Alternatively you can setup WiFi manually with a HDMI Capable Monitor and USB Mouse. If you need to setup a Cloudbox with a static IP you will need to do so this way. Manual WiFi Setup Guide
Do you have an alternate Ethernet cable you can try instead?
Can you 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?
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 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.
Product Dimensions: 115mm x 120mm x 23mm
Chipset: Amlogic S905Y4 Quad-Core ARM Cortex-A35 up to 2.0GHz
GPU ARM Mali G31 MP2
Storage: 16 GB
Memory: 1 1GB DDR4
OS: Android 11
Video Decoder: AV1/VP9/H.265/AVS2 up to 4Kx2K@60fps,H.264 4Kx2K @30fps, AVS+/VC-1/MPEG1-4 1080P @60fps Avi/Rm/Rmvb/Ts/Vob/Mkv/Mov/ISO/wmv/asf/flv/ dat/mpg/mpeg
Audio Decoder: H.264/H.265 1080P @60fps MP3/WMA/AAC/WAV/OGG/DDP/TrueHD/HD/FLAC/APE
Bluetooth: Specification 5.1
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 2.1 With 3D,HDR,HDCP2.2/2.3,CEC and 4Kx2K@60fps max
LAN: 10/100M standard RJ-45 Ethernet
Wireless: 802.11a/b/g/n/ac 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
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.