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Duet Troubleshooting

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If you're experiencing problems with your Squeezebox Duet, here are a variety of things to check.

Contents

Troubleshooting Squeezebox Duet

(intro)

Check Firmware

  1. Check your firmware version from Home > Settings > Advanced > About
  2. Is Controller firmware up-to-date? If yes, continue to Connect via Wireless.
Table 1. Firmware History
Firmware Release Date
r1425 factory firmware, initial pre-release
r2063 factory firmware, 2nd pre-release
r2097 SqueezeCenter 7.0.0 March 5, 2008
r2448 SqueezeCenter 7.0.1 May 14, 2008
r2722 SqueezeCenter 7.1.0 July 28, 2008
r2873 SqueezeCenter 7.2.0 August 28, 2008
r3191 SqueezeCenter 7.2.1 October 21, 2008
r3993 SqueezeCenter 7.3.0 February 4, 2009
r3993 SqueezeCenter 7.3.1 February 4, 2009
r3993 SqueezeCenter 7.3.2 February 4, 2009

Update Firmware

  1. Connect the SB Receiver directly to the router with an ethernet cable.
  2. Reset both the SB Controller and SB Receiver to factory defaults. (see this page for reset steps.)
  3. Set up in Bridged Mode. (see this page for Bridged mode steps.)
    • Connect to SqueezeCenter and update firmware, or...
    • Connect to SqueezeNetwork and update firmware.
  4. If update is successful, continue to Connect via Wireless.
  5. If update is failing, try power-cycling the router. Wait 30 seconds and try again.
  6. If update is still failing, try updating the SB Controller using an SD card.
    • Download latest Controller firmware from http://update.slimdevices.com/update/firmware/7.3/
    • Note: if your Controller is on r1425 or r2063, you must rename the firmware file you downloaded to "jive.bin".
    • Copy firmware to SD card.
    • Update Controller via SD card. (see this page for SD card update steps.)
  7. If update is successful, continue to Connect via Wireless.
  8. If still unable to update firmware, continue to Contacting Support.

Connect via Wireless

  1. Record what firmware Controller is installed with in RN ticket.
  2. Reset both Controller and Receiver to factory defaults.
  3. Set up Duet in Wireless Mode… try connecting first to SqueezeCenter (if customer is only interested in SqueezeNetwork, skip to step 7 here.)
    • Does it succeed? Then you’re DONE.
    • Does it Fail? If so, where does it fail?
    • Encryption failures— a) double-check encryption key, b) disable encryption on router and try again.
    • DHCP failures— check DHCP settings on router. Is DHCP enabled? Is customer limiting the number of IP addresses that can be assigned? Is customer manually assigning IPs based on MAC in the router?
  4. Reset both Controller and Receiver to factory defaults
  5. Retry setting up Duet in Wireless Mode— connect again to SqueezeCenter.
    • Pay close attention to failure point. Is it the same? Same error message too?
    • Note failure and error in ticket.
  6. Reset both Controller and Receiver to factory defaults.
  7. Set up Duet in Wireless Mode… try connecting to SqueezeNetwork this time
    • Does it succeed? Note this in the RN ticket.
    • Does it Fail? If so, where does it fail?
    • Can the customer open www.squeezenetwork.com in a web browser? Can they ping squeezenetwork.com? If not, then they have a firewall on their router, or a DNS lookup issue with either their router or ISP.
    • If they are able to connect to SN, but are having trouble resolving the PIN or cannot find their PIN, use the SN Admin page to delete their player from their SN account. Reset and reconnect to SN to initiate a fresh SN setup sequence

Gather Network Information

  1. Gather relevant network information and add to RN ticket.
    • What is the router make and model?
    • What encryption type are they using?
    • What network SSID are they connecting to?
    • Is the SSID the default name? If so, recommend changing it to something unique.
    • Is router firmware up to date?

Connect via Bridged Mode

  1. Reset both Controller and Receiver to factory defaults.
  2. Connect Receiver directly to router with an ethernet cable.
  3. Set up Duet in Bridged Mode… try connecting to SC or SN.

Next Steps

  1. If Controller is failing to connect to wireless network, ask the following:
    • What color is the WiFi icon on the display?
    • How many bars does the WiFi icon have?
    • What is the Signal strength? See “SNR” under Settings > Advanced > Wireless Network > [user’s SSID]
    • What IP address is the Controller getting? See “IP Address” under Settings > Advanced > Wireless Network > [user’s SSID]
  2. If Controller is failing to see or connect to SqueezeNetwork, ask the following:
    • What is the MAC address reported under Settings > Advanced > About?
    • What is the MAC address listed on the sticker inside the battery compartment?
  3. If nothing so far has worked, does the customer have access to alternate wireless network anywhere? At work or a friend’s or an internet café? Will it connect there?
  4. Is customer using MAC filtering?
  5. If still not working, it may be time to replace the Controller and/or Receiver, depending the nature of the trouble.

Contacting Support

  • Contact Logitech's Squeezebox Support group
    • Email support - Visit http://support.slimdevices.com and select “Email Us” to fill out our online email form. You will receive a reply within one business day.
    • Phone support - Telephone support is available:
      • Monday through Friday, from 6:00 AM to 9:00 PM (0600-2100) Pacific time
      • Saturday and Sunday from 7:00 AM to 5:00 PM (0700-1700) Pacific time
      • at the following numbers:
        • +1 (877) 887 8889 (Toll-free North America)
        • +1 (646)454 3237 (For all other countries)
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