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My Spottune Stream appears offline in Cloud HQ - What do I do?

If your Spottune Stream is showing as Offline in Spottune Cloud, don't worry — in most cases, the issue can be resolved by following a few simple troubleshooting steps. This guide will help you identify the problem.

Step 1: Check the Ethernet Connection

The first thing to verify is that the Stream is physically connected to the network.

Make sure:

  • The Ethernet cable is connected to the LAN port on the back of the Stream.

  • The other end of the cable is connected to an active network switch or wall outlet.

  • The cable is not damaged or loose.

If possible, try connecting the Stream to another known working network port.

Step 2: Reboot the Stream

Sometimes the Stream simply needs to reconnect to the network.

To reboot the Stream:

  1. Disconnect the power cable.

  2. Wait approximately 10 seconds.

  3. Reconnect the power.

  4. Leave the Ethernet cable connected during the reboot.

Allow the Stream a few minutes to fully start up and reconnect.

Step 3: Check if the Stream Receives an IP Address

After rebooting, verify that the Stream receives an IP address from the local network.

How to display the IP address

  1. Press and hold:

    • Play/Pause

    • Next Track (>)

  2. Hold both buttons for approximately 6–7 seconds.

  3. The display will first show the Device ID.

  4. After a few seconds, the display will show the assigned IP address.

We recommend taking a photo of the display, as the information is only shown briefly.

Step 4: No IP Address Displayed?

If the Stream does not show an IP address, the issue is most likely within the local network.

Possible causes include:

  • Inactive network port

  • Faulty Ethernet cable

  • DHCP not available on the network

  • Incorrect network infrastructure configuration

Try:

  • A different Ethernet cable

  • Another network outlet

  • Another switch port

If the Stream receives an IP address after changing ports or cables, the issue was likely local network related.

Step 5: IP Address Is Present, But Stream Is Still Offline

If the Stream displays a valid IP address, it means it is successfully connected to the local network.

In this case, the problem is typically related to internet access or firewall restrictions.

Ask the local IT administrator to verify:

DNS Access

The network must provide a valid DNS server.

Required Ports

The following outbound ports must be open:

Protocol

Port

Purpose

TCP

80

Web communication

TCP

443

Secure cloud communication

TCP

1883

MQTT communication

TCP

8883

Secure MQTT communication

UDP

123

Time synchronization (NTP)

UDP/TCP

53

DNS resolution

If any of these services are blocked, the Stream may be connected locally but unable to reach Spottune Cloud.

Step 6: Verify Cloud Setup

If the network is functioning correctly, verify that the Stream has been added correctly in Spottune Cloud.

Check that:

  • The Stream is assigned to the correct location.

  • The correct Device ID or Serial Number was used during setup.

  • The Stream is not already assigned elsewhere.

A Stream can only communicate properly when it has both a valid internet connection and a correct Cloud configuration.

Step 7: Confirm the Stream Is Online

Once communication is restored, the Stream status in Spottune Cloud will change from Offline to Online.

A green status indicator confirms that:

  • The Stream has internet access.

  • Cloud communication is working correctly.

  • The device is connected to the assigned location.

Still Offline?

If the Stream remains offline after completing all troubleshooting steps, please contact Spottune Support and provide the following information:

  • Device ID

  • IP Address

  • Location Name

  • Description of the issue

  • Troubleshooting steps already performed

  • Photos of the installation and network setup (if possible)

This information helps our support team identify the root cause and resolve the issue faster.

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