If you just received your CloudBox, and need help setting it up, please see this article to get started! 

If there have been any changes to any hardware, software, or your network, or perhaps even a power outage, it may have directly affected your CloudBox.  Power cycling your CloudBox (unplug the power and plug back in after 5 seconds) will make it restart automatically and reconnect to the network, so try that first if you are experiencing issues.

If you are hearing instrumental electronic music (lyric-less techno music) instead of your desired station, that is our royalty free music. This is stored inside the CloudBox and only plays if the box does not have an internet connection. This would explain why you may have heard the music after unplugging your Ethernet cable.

  1. Please reconnect the CloudBox to power, internet and audio. 
  2. Confirm the name on the CloudBox label. It could be something like 1234-Store G9CX.

Make sure that you or your IT department has gone through our Whitelisting article to allow the streaming devices on the network to access our hostnames/domains.

Select one or all of the links below to confirm that access has been allowed. Some content filters can be specific to a file type, so these links will test each file type that could be used.

https://media.cloudcovermusic.com/music/test/testfile.mp4
https://media.cloudcovermusic.com/music/test/testfile.ogg
https://media.cloudcovermusic.com/music/test/testfile.mp3

You can also test by seeing if you can stream from a browser while at the same location as the CloudBox (on the same internet/network).  This tests whether or not the issue is related to the cable and connection.  

Another good troubleshooting tip is to ping us.  Open a command prompt on your computer, (or terminal if you are on a Mac) and type the following commands (3 different ping commands):

ping api.cloudcovermusic.com

ping api2.cloudcovermusic.com

ping media.cloudcovermusic.com

A successful ping will look something like this:

If you are still experiencing issues, go ahead and perform the following command in the command prompt:

nslookup media.cloudcovermusic.com

Take a screenshot of the your ping results, and your nslookup results, and send us a chat with your info, we're happy to help. 

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