TROUBLESHOOTING FAQ’S

 

Cannot see zone on the network

You cannot see your zone within the music streaming app.

  1. Ensure the device is powered on by checking the power indicator light.
  2. Temporarily connect your A.1 to the internet via ethernet cable. 
  3. Check your internet connection.
  4. Make sure the device is connected to the same network as the VSSL.  If no network is connected the device status indicator will be green.
  5. If the zone indicator light is blinking white, your A.1 requires setup within the Google Home app. 
  6. Perform a factory reset from the app or hold in the reset button for at least 5 seconds.

 

Cannot connect to zone

You can see your zone within the music streaming app but cannot establish a connection.

  1. Reboot your A.1 by unplugging and plugging in the power cord.
  2. Perform a factory reset from the app or hold in the reset button for at least 5 seconds.
  3. Visit vssl.com/knowledgebase/vssl-networking-support/ and make the following adjustments to your network with the help of your Internet Service Provider.
  4. Reboot your network.  Once your network is running again, reboot your A.1.

 

No music output

You are able to connect and play to your zone, but no music can be heard from the speakers.

Check your speaker connections. Make sure all the cables are properly terminated in the phoenix connectors and there are no wires touching across to other ports.

  1. Open the VSSL app to make sure the zone you’re playing to is not muted and the volume is turned up high enough to hear. 
  2. Ensure the zone’s max impedance load does not exceed 4 ohms.  Visit vssl.com/support for more information on impedance, amplifiers, and speakers.
  3. Try different streaming protocols AirPlay 2, Chromecast, and Spotify Connect within different music apps like Apple Music, Spotify, or Pandora.

 

  1. Ensure the “Line Out Only” toggle switch on the back of the unit is set to OFF.  It should only be set to ON if you are not using the speaker out connection. 
  2. Perform a factory reset from the app or hold in the reset button for at least 5 seconds.

 

Music stops

Your music intermittently stops on its own and/or the zone disconnects from the device.

Close and restart the music app that was being used when the music stopped.

  1. Try reducing wireless interference by moving the source device and A.1 closer to the Wi-Fi router or access point. 
  2. Try different streaming protocols AirPlay 2, Chromecast, and Spotify Connect within different music apps in order to isolate the issue. 
  3. Check the music service’s online site to find reports of possible service outage.
  4. Visit vssl.com/knowledgebase/vssl-networking-support/ and make the following adjustments to your network with the help of your Internet Service Provider. 
  5. Reboot your network.
  6. Perform a factory reset from the app or hold in the reset button for at least 5 seconds after network adjustments have been made.

VSSL app cannot find zone

When opening the app, the screen spins and cannot find a zone.

  1. Make sure the device is connected to the same network as the VSSL.  If the device is having trouble connecting to the internet, the device status indicator will be green.
  2. If the zone indicator light is blinking white, your A.1 requires setup within the Google Home app. 
  3. Perform a factory reset from the app or hold in the reset button for at least 5 seconds.
  4. Visit vssl.com/knowledgebase/vssl-networking-support/ and make the following adjustments to your network with the help of your Internet Service Provider. 
  5. Reboot your network.
  6. Perform a factory reset by holding in the reset button for at least 5 seconds after network adjustments have been made.

 

Zone indicator light is yellow/green

Your A.1 is stuck with a yellow or green zone indicator light indicating no network connection.

  1. Temporarily connect your A.1 to the internet via an ethernet cable.
  2. Check your internet connection and replace your ethernet cable.
  3. Reboot your A.1 from the app or by unplugging and plugging in the power cord.
  4. Perform a factory reset from the app or hold in the reset button for at least 5 seconds.

 

Indicator lights are dead

Even after booting up, neither power nor zone indicator lights turn on.

  1. Ensure the power cord is fully inserted into the back of the A.1.
  2. Open the VSSL app, enter the settings section, and disable DARK MODE.
  3. Perform a factory reset from the app or holding in the reset button for at least 5 seconds.

 

Google Home app cannot find zone to set up

While attempting to setup in Google Home, cannot find zone 

  1. Ensure the device is powered on by checking the power indicator light.
  2. Temporarily connect your A.1 to the internet via ethernet cable. 
  3. Check your internet connection.
  4. Make sure the device is connected to the same network as the VSSL.  If no network is connected the device status indicator will be green.
  5. Perform a factory reset from the app or hold in the reset button for at least 5 seconds.

 

For more support and other questions please see vssl.com/support

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