If you just received your CloudBox, and need help setting it up, please see this article to get started!
Step 1: Ensure the CloudBox is Powered On
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On the top, you should observe a blue cloud indicator. It can be either solid or blinking.
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On the front side of the device, there are two LEDs. Are any of these illuminated?
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At the back of the device, there's a small optical port.If the CloudBox is receiving power, you should see a red light emitting from this port.
If you don't notice any lights on the box, it might not be getting power. To resolve this, please verify that the outlet you have it connected to is functional. If there's any doubt, you may want to try connecting it to a different outlet for troubleshooting purposes. If, after troubleshooting, your device is still not receiving power, it's possible that the adapter may be malfunctioning and in need of replacement. We recommend reaching out to our support team for further assistance in resolving this issue.
Step 2: Reboot the CloudBox
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. Most often, performing a power cycle on your CloudBox (by unplugging it and then plugging it back in) will trigger an automatic restart and restore network connectivity. If you're encountering problems, we recommend trying this as your first step as in troubleshooting.
Step 3: Reading CloudBox's Light Patterns (Fundamental)
When configuring the CloudBox, you'll be able to confirm a successful connection when you see a solid blue cloud indicator at the top of the device and the LED on the front panel is illuminated in red. However, it's important to note that simply hearing music from the Cloudbox doesn't guarantee a connection to our network and proper functionality. Typically, you should hear music with lyrics if the connection is established correctly. If, on the other hand, you hear instrumental jazz music resembling elevator music, this indicates that the device is not connected to our network.
If you see a solid blue cloud on the top and a red LED on the front of your device but aren't hearing any music, there could be an issue with either the audio output or your amplifier configuration. In such instances, please don't hesitate to contact our support team for additional assistance
Step 4: In-Depth Troubleshooting
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To begin more detailed troubleshooting, unplug the power from the CloudBox, wait for 30 seconds, and then plug it back in. During the initial boot-up phase, the CloudBox's blue cloud will be solid. Ensure you let it fully boot up, which takes approximately 60 seconds, before observing any flashing patterns.
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Important Note: The most accurate interpretation of the CloudBox's light patterns occurs within the first couple minutes after a recent reboot. If the CloudBox has been idle for an extended period, the light patterns may alter because they reflect the last server request the CloudBox attempted to send
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After the box has fully booted up observe the blue cloud on the top of the box:
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Is it blinking or solid blue?
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If the CloudBox is flashing, please note the flash pattern:
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Flash, flash, pause
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Flash, flash, flash
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Long flash, long flash, long flash (each flash lasting about 6 seconds)
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Additionally, there are two LEDs on the front of the Cloudbox, Do you see a blue LED or a Red LED.
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Note: Our G9Y4 model CloudBox's may have both a Red and Blue LED lit at the same time; see below for more detail on what this means.
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The most common light pattern for non-functioning CloudBox's is: Flash, Flash, Pause pattern on the blue cloud with a Blue LED on the front. This suggests that the device is unable to connect to your local network. To resolve this, please check your internet connection. Ensure that your Ethernet cable is in working order or that the device can access Wi-Fi
If you are seeing different light patterns, please refer to the guide below to identify the issue with your CloudBox.
Deciphering CloudBox Light 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 the front small side of the CloudBox
For CloudBox Models G9CX1 to G9CX21
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Blue LED: If the CloudBox shows a blue light 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.
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Red LED: If the CloudBox shows a red light it indicates it has successfully obtained a local network connection. If you are only hearing elevator style jazz music (royalty free music stored on the CloudBox) then check your network Firewall, Proxy and content filter configuration
For CloudBox Models G9Y4 and above
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Blue LED: If the CloudBox shows a blue light 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 configuration
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Red and Blue LED: If the CloudBox shows a red and blue light lit at the same time it indicates it has successfully obtained a local network connection
If you're seeing the red LED along with the flash, flash, pause, or the red LED with the flash, flash, flash pattern this typically means your CloudBox is set to a static IP and the settings have changed on your network or they have been entered incorrectly into this box. The red led means the box can see see your local network but the flashing pattern indicates it can't reach the outside internet (you should be able to ping the CloudBox over your local network)
Are you connecting via a Static IP or DHCP?
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If you're connecting via a Static IP you should confirm the CloudBox is configured correctly for your network.
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If you're connecting via DHCP it may be a firewall related issue with NTP or our API could be blocked. For guidance on determining if NTP is blocked, please refer to our article: Verifying NTP Access for Your CloudBox: A Step-by-Step Guide.
