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Playback Remote | Troubleshooting

Information and troubleshooting steps for any issues with the Playback Remote experience.

Trevor avatar
Written by Trevor
Updated over a week ago

Initial Connection Troubleshooting:

General Connection Errors:

If running into a connection error when trying to connect to a host device from a remote device, the first and best troubleshooting steps would be:

  • Ensure the devices and accounts meet the Playback Remote Setup Requirements

  • Ensure all Playback devices are on the same version and build number of Playback. (Can be found at the bottom of the "About" tab in the "Settings" in Playback on each device)

  • Disable the remote session from the host device, save the setlist to the cloud and re-enable the remote session.

  • Ensure both devices are connected to the same local network with internet access.

    • If the Playback device has an IP Address starting in "169..." that Playback device does not have a valid IP Address to run Remote, and that network doesn't have proper internet access.

IP Address Not Found Error

This error generally means your remote device could not find the host device, which usually means one of two things. Either one, the remote device is not connected to the same local network or same network band as the host device, or two, there is some type of security setting, or something preventing the devices communicating over the network they're connected to.

Troubleshooting & Resolving:
To resolve these possible issues, please ensure the host and remote devices are connected to the same internet network, and the same band on that network as well. Furthermore, ensure you're setup meets ALL of the following requirements:

  • The desired remote internet network is ivp4 and not ivp6

  • Ports 80 and 8080 are open on the network

  • No VPNs are active on any devices. (applications like Accountable2You or Covenant Eyes are also VPNs that can interfere with this functionality)

  • Apple iCloud Private Rely is not enabled on any devices (In Apple iCloud settings)

  • The desired remote internet network does not have any enabled security settings that would hide a devices IP address.

    • Ensure that "Device Isolation" or "Guest Network Device Isolation" is not enabled on the local internet network being used.

Other troubleshooting steps:

Other troubleshooting steps would be attempting to use a different internet network and location, to determine if the devices work using an alternate network. This would help eliminate possible variables and could point to the issue being device-settings related, or network-settings related.

Contacting Support

If you've me the above requirements and are still unable to connect to a host device with a remote device, we'd suggest contacting our support team using the chat icon in the bottom right corner of the website, or contacting us through the "Contact Support" button in the "About" tab of the Playback App settings on your Playback Remote host device.

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