Basic Troubleshooting

Basic Troubleshooting

If your CUBE is experiencing a playback or connection issue, here are some initial troubleshooting steps you should complete before contacting our Support team:

1. The CUBE must be powered
- Is the blue light on the front of the CUBE on?
- Is the power cable connected at both ends?
- Sometimes unplugging the power cable from the CUBE and re-connecting it can resolve an issue

2. The Network cable must be plugged in
- Make sure that the network cable is firmly plugged in on both ends
- At the switch end of the cable, check for link and activity lights on the ethernet port the CUBE is plugged into
- Confirm that the CUBE is being assigned a valid IP address
      For more network troubleshooting steps, see our dedicated articles:

3. The audio cable must be plugged in
- Make sure that the 3.5mm audio cable is plugged into the CUBE's headphone output. There are two female 3.5mm jacks on the CUBE, one for output (with a headphone icon) and one for input (with a mic icon). If your audio cable is plugged into the mic input, you will not hear audio output on your speakers/headphones/phone system/etc.
- Is the White (Channel 1) and/or Red (Channel 2) end of the 3.5mm to RCA audio cable connected to your amplifier?
- Check the audio cable with another device to make sure the cable is working. Plug your audio cable a phone, mp3 player, or other device with a 3.5mm headphone output and make sure you can hear media playing

4. Make sure the SD card is properly inserted
NOTE: Before proceeding, make sure the CUBE's power supply is disconnected
- Using a thin tool, gently press on the SD card to eject it
- The CUBE will only function with an OEM SD card obtained from us. Make sure that the SD card has a white label with a CUBE logo and barcode.
- Insert the SD card into the CUBE using a thin tool to completely push it in. The SD card will only go in one way, do not force it if it seems stuck.
- Confirm that the SD card is sub-flush (slightly inset) from the CUBE's housing.
- Make sure to re-connect everything (power, network, and audio) to the CUBE once this is done.


Once you've completed these steps, if the issue persists please get in touch with us! Send us as meany details as you can provide about the issue, and we'll do our best to resolve it as quickly as possible.

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