Important notice - when attempting to troubleshoot issues with Zone/WebApp, please DO NOT wipe or reformat the SD card unless instructed to do so by a member of Optimal Audio support. Wiping the SD card will remove log file history, which is vital for troubleshooting.
Update WebApp
Please ensure your Zone is running the latest version of WebApp before conducting further troubleshooting. See WebApp - Updating Firmware for details.
Unable to connect to WebApp
LED status
Check the colour of the Power LED on the front panel to confirm if Zone is connected to a network.
- Power LED White - Zone is connected to a network
- Power LED Green (solid) - No network connection has been detected. Check connections
- Power LED Green (flashing) - Zone is searching for network connection. Wait.
Network configuration
Ensure Zone is connected to a DHCP server (e.g. a private network or WiFi router) via a network switch. Zone will currently not pull an mDNS address if connecting directly from your laptop/computer.
If you have not set a custom mDNS name for WebApp, enter optimalaudio.local into your browser or the IP address of the unit (if known).
If you do not know either of these, you can check them in the system information (sysinfo.txt) file found on the Zone's SD card. A power cycle is required after re-inserting the SD card.
Note - the sysinfo.txt file will only appear if you are running the latest version of WebApp. See WebApp - Updating Firmware
mDNS and IP addresses can also be found by using third party ZeroConfig/Bonjour browsers. Further details can be found here - Zone - mDNS (.local) name/IP Address Discovery. A bespoke Optimal Audio finder dashboard is currently in development.
Change Browser/Device
Download a different browser type to the one you are currently using. E.g. if you regularly use Chrome, switch to Edge, Safari (Mac only) or Firefox. Sometimes third-parties can introduce browser updates that effect browser communication.
Our software team test on various platforms and browser and attempt to keep on top of these as best as possible. Please be aware the quickest fix may be to try another browser or device.
DC Fault in amp channels
WebApp has detected a fault in one of the pairs of amplifier channels on a Zone 4P or 8P. Power cycle the unit, check that the output in question is working. If there is no output please contact your distributor/installer. Distribution partners should refer to the support link from their account manager.
Constant Connecting/Syncing message
It is possible to get WebApp stuck in a loading loop if there are too many client configuration files stored on the SD card. This can be caused if a large number of devices have connected to WebApp or if you are launching WebApp through a 3rd party browser application that does not store cookies.
To resolve this issue, remove the SD card from the Zone and insert it into your computer. In the SD card folder and navigate to User > clientConfig. Delete the clientConfig folder. You will need to re-do any client settings when re-connecting to WebApp.