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Unable to add a music library in the SoundTouch app | SoundTouch® soundbar system
Which error code or message appears?
Cannot access your music library. (1602) — NAS library - controller action failed. Music server is detected but interactions are blocked
If your music is on a USB drive, add it to your iTunes or Windows Media Player library, or move the files to the computer hard drive.
The SoundTouch app cannot directly access music libraries stored on a USB drive. However, if you add the files on the USB drive to the Windows Media Player or iTunes library that is connected to the SoundTouch app, the files might be accessible in the app. If not—and if storage is available—move the files to the internal hard drive of the computer.
Disconnect any Internet-ready devices (if connected) from the computer.
If, for example, a USB device that can connected to the Internet is connected to the computer, disconnect the device and check if the issue is resolved. Some Internet-ready devices might take over the network connection of the computer. Similarly, if an Ethernet cable is plugged in to the network port on the computer, try disconnecting it.
For Windows computers, be sure Media Streaming is allowed for the SoundTouch system.
For more info, see Enabling Media Streaming in Windows.
On Mac computers, disable the option to put the hard drive to sleep.
If the computer puts to sleep the hard drive that contains your music library, your SoundTouch app and products will not be able to access the library.
If using the PC/Mac app or a music library stored on a computer, determine if the issue is related to the computer security configuration.
IMPORTANT: You computer security software provides protection between your network and the Internet. Before trying this suggestion, consider whether or not it is safe to temporarily disable the security software. If there are no concerns, try the following.
On your computer, temporarily disable any firewalls or security software one-by-one. If performance improves when one is disabled, the issue could be related to the configuration of that software. Re-enable all security software you disabled. Then, in the settings of the software affecting performance, add the SoundTouch app and SoundTouch music server as programs that the software should not block.If using the PC/Mac app, add exceptions for SoundTouch in any antivirus or firewall software.
If the firewall or security software on your computer prompts you to allow access to SoundTouch, allow access. If you deny access, SoundTouch system and software functaionality will be limited. If you already denied access, you can try uninstalling the SoundTouch app, reinstalling it, and then allowing accessing when prompted after opening the app again. If you are not prompted, go to the settings of your security software and add the SoundTouch app and SoundTouch music server as programs that the software should not block.
Close the SoundTouch App and Music Server, then reopen the app.
Restarting the app may resolve connection and performance issues. Closing the music server is a separate action from closing the app; For these instructions, see Closing the SoundTouch Music Server
If the music server is not running, restart the app which will also restart the SoundTouch Music Server.
If the music server is not running, restart the app which will also restart the SoundTouch Music Server.
Reboot your router.
Routers may need to be reset from time to time—much like rebooting a computer. Disconnect power from the router for 30 seconds, then wait for it to start up and connect. (Note: Any device connected to the Internet will be interrupted during the reset.)
Determine if the issue is related to the router firewall configuration.
IMPORTANT: Firewalls provide protection between a network and the Internet. Before trying this suggestion, consider whether or not it is safe to temporarily disable the firewall. If there are no concerns, try the following.
Log in to your router and, in the router settings, disable the router firewall. If performance improves while the firewall is disabled, the issue could be related to the firewall configuration. Re-enable the firewall, then review the available firewall settings in your router menu.If the router settings were changed during troubleshooting, be sure to reboot the router.
Some routers may not apply certain changes until they are rebooted. Unplug the router for 30 seconds, wait for it to start up, then try again.
Unable to add your music library. (1608) — NAS library - server not found. Music server is undetectable or unreachable
If your music is on a USB drive, add it to your iTunes or Windows Media Player library, or move the files to the computer hard drive.
The SoundTouch app cannot directly access music libraries stored on a USB drive. However, if you add the files on the USB drive to the Windows Media Player or iTunes library that is connected to the SoundTouch app, the files might be accessible in the app. If not—and if storage is available—move the files to the internal hard drive of the computer.
Close the SoundTouch App and Music Server, then reopen the app.
Restarting the app may resolve connection and performance issues. Closing the music server is a separate action from closing the app; For these instructions, see Closing the SoundTouch Music Server
If the music server is not running, restart the app which will also restart the SoundTouch Music Server.
If the music server is not running, restart the app which will also restart the SoundTouch Music Server.
Computer Music library server shutdown. (4201) — Computer library - Server shutdown (i.e. crashed or got turned off) during playback
On Mac computers, disable the option to put the hard drive to sleep.
If the computer puts to sleep the hard drive that contains your music library, your SoundTouch app and products will not be able to access the library.
Determine if the music library is listed as being on \"This computer\".
Click Settings > Music Services > Music Library on Computer to view all music libraries on this SoundTouch account
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- If only one library appears, "This computer" should appear under the library name. If it doesn't, the library has been set up on another computer; Be sure that computer is on and not in a hibernation mode
- If more than on one library appears, be sure the one indicated as "This computer" is the one being selected. If any other library is being selected, that library has been set up on another computer; Be sure that computer is on and not in a hibernation mode
Close the SoundTouch App and Music Server, then reopen the app.
Restarting the app may resolve connection and performance issues. Closing the music server is a separate action from closing the app; For these instructions, see Closing the SoundTouch Music Server
If the music server is not running, restart the app which will also restart the SoundTouch Music Server.
If the music server is not running, restart the app which will also restart the SoundTouch Music Server.
Reboot the computer.
Reboot your computer by powering it off completely and then powering it back on again. This can help to resolve minor processing issues with the computer.
If using the PC/Mac app or a music library stored on a computer, determine if the issue is related to the computer security configuration.
IMPORTANT: You computer security software provides protection between your network and the Internet. Before trying this suggestion, consider whether or not it is safe to temporarily disable the security software. If there are no concerns, try the following.
On your computer, temporarily disable any firewalls or security software one-by-one. If performance improves when one is disabled, the issue could be related to the configuration of that software. Re-enable all security software you disabled. Then, in the settings of the software affecting performance, add the SoundTouch app and SoundTouch music server as programs that the software should not block.If using the PC/Mac app, add exceptions for SoundTouch in any antivirus or firewall software.
If the firewall or security software on your computer prompts you to allow access to SoundTouch, allow access. If you deny access, SoundTouch system and software functaionality will be limited. If you already denied access, you can try uninstalling the SoundTouch app, reinstalling it, and then allowing accessing when prompted after opening the app again. If you are not prompted, go to the settings of your security software and add the SoundTouch app and SoundTouch music server as programs that the software should not block.
For Windows computers, enable Network Discovery or use the Private network profile.
When you connect to a network, Windows asks if the network type is Public or Private. If Public is selected, certain securities are applied that can prevent some apps from operating properly. On the computer, go to Network and Sharing and click Change Advanced Settings. Expand your network type (i.e. Public or Private) and set select Turn on network discovery. If it is already selected or you want to change the network type to Private, see Determining and changing the Windows network type.
For Windows computers, be sure Media Streaming is allowed for the SoundTouch system.
For more info, see Enabling Media Streaming in Windows.
Determine if the product is making a reliable connection to the router.
In the SoundTouch app, go to Menu > Settings > About, then select your product to view product info. Check the RSSI Signal Strength. This number can range from -30 dBm (best signal) to -90 dBm (poor signal). If the connection is poor, consider relocating the router, your product or reducing sources of interference to improve signal.
Tip: You can also check the signal strength of a customer's product by viewing their account in Fenestra.
Tip: You can also check the signal strength of a customer's product by viewing their account in Fenestra.
Refer to the Router Information site for any known brand or device specific issues.
Locate the router model within the Router Information to determine if there is any model specific known issues and solutions. Owners' guides, product images and specifications may also be found within this site.
Reboot your router.
Routers may need to be reset from time to time—much like rebooting a computer. Disconnect power from the router for 30 seconds, then wait for it to start up and connect. (Note: Any device connected to the Internet will be interrupted during the reset.)
Disconnect any Internet-ready devices (if connected) from the computer.
If, for example, a USB device that can connected to the Internet is connected to the computer, disconnect the device and check if the issue is resolved. Some Internet-ready devices might take over the network connection of the computer. Similarly, if an Ethernet cable is plugged in to the network port on the computer, try disconnecting it.
Determine if the product is making a reliable connection to the router.
In the SoundTouch app, go to Menu > Settings > About, then select your product to view product info. Check the RSSI Signal Strength. This number can range from -30 dBm (best signal) to -90 dBm (poor signal). If the connection is poor, consider relocating the router, your product or reducing sources of interference to improve signal.
Tip: You can also check the signal strength of a customer's product by viewing their account in Fenestra.
Tip: You can also check the signal strength of a customer's product by viewing their account in Fenestra.
Check the firewall settings of the router.
It is possible that a router firewall is preventing the station from playing. Check to see if a firewall is active, and if so set it to "low" or "minimum" and testing. If the station works with a lower firewall setting, contact the router manufacturer about why the station is triggering their firewall.
Determine if the issue is related to the router firewall configuration.
IMPORTANT: Firewalls provide protection between a network and the Internet. Before trying this suggestion, consider whether or not it is safe to temporarily disable the firewall. If there are no concerns, try the following.
Log in to your router and, in the router settings, disable the router firewall. If performance improves while the firewall is disabled, the issue could be related to the firewall configuration. Re-enable the firewall, then review the available firewall settings in your router menu.Be sure Internet Connection Sharing is disabled.
For information on accessing and updating this setting, see Disabling Internet Connection Sharing.
Try adding the music library after disabling this setting.
Try adding the music library after disabling this setting.
Remove and re-add the music library.
For more info, see Removing a music library then Adding a music library stored on a computer or NAS drive.
Computer music library server error. (4202) — Computer library - Unable to retrieve music from SoundTouch computer music server
Close the SoundTouch App and Music Server, then reopen the app.
Restarting the app may resolve connection and performance issues. Closing the music server is a separate action from closing the app; For these instructions, see Closing the SoundTouch Music Server
If the music server is not running, restart the app which will also restart the SoundTouch Music Server.
If the music server is not running, restart the app which will also restart the SoundTouch Music Server.
If using the PC/Mac app or a music library stored on a computer, determine if the issue is related to the computer security configuration.
IMPORTANT: You computer security software provides protection between your network and the Internet. Before trying this suggestion, consider whether or not it is safe to temporarily disable the security software. If there are no concerns, try the following.
On your computer, temporarily disable any firewalls or security software one-by-one. If performance improves when one is disabled, the issue could be related to the configuration of that software. Re-enable all security software you disabled. Then, in the settings of the software affecting performance, add the SoundTouch app and SoundTouch music server as programs that the software should not block.If using the PC/Mac app, add exceptions for SoundTouch in any antivirus or firewall software.
If the firewall or security software on your computer prompts you to allow access to SoundTouch, allow access. If you deny access, SoundTouch system and software functaionality will be limited. If you already denied access, you can try uninstalling the SoundTouch app, reinstalling it, and then allowing accessing when prompted after opening the app again. If you are not prompted, go to the settings of your security software and add the SoundTouch app and SoundTouch music server as programs that the software should not block.
For Windows computers, be sure Media Streaming is allowed for the SoundTouch system.
For more info, see Enabling Media Streaming in Windows.
Refer to the Router Information site for any known brand or device specific issues.
Locate the router model within the Router Information to determine if there is any model specific known issues and solutions. Owners' guides, product images and specifications may also be found within this site.
Reboot your router.
Routers may need to be reset from time to time—much like rebooting a computer. Disconnect power from the router for 30 seconds, then wait for it to start up and connect. (Note: Any device connected to the Internet will be interrupted during the reset.)
Remove and re-add the music library.
For more info, see Removing a music library then Adding a music library stored on a computer or NAS drive.
Music library is unavailable. (4203, 6151) — Computer library - Unable to retrieve music from SoundTouch computer music server
Close the SoundTouch App and Music Server, then reopen the app.
Restarting the app may resolve connection and performance issues. Closing the music server is a separate action from closing the app; For these instructions, see Closing the SoundTouch Music Server
If the music server is not running, restart the app which will also restart the SoundTouch Music Server.
If the music server is not running, restart the app which will also restart the SoundTouch Music Server.
If using the PC/Mac app or a music library stored on a computer, determine if the issue is related to the computer security configuration.
IMPORTANT: You computer security software provides protection between your network and the Internet. Before trying this suggestion, consider whether or not it is safe to temporarily disable the security software. If there are no concerns, try the following.
On your computer, temporarily disable any firewalls or security software one-by-one. If performance improves when one is disabled, the issue could be related to the configuration of that software. Re-enable all security software you disabled. Then, in the settings of the software affecting performance, add the SoundTouch app and SoundTouch music server as programs that the software should not block.If using the PC/Mac app, add exceptions for SoundTouch in any antivirus or firewall software.
If the firewall or security software on your computer prompts you to allow access to SoundTouch, allow access. If you deny access, SoundTouch system and software functaionality will be limited. If you already denied access, you can try uninstalling the SoundTouch app, reinstalling it, and then allowing accessing when prompted after opening the app again. If you are not prompted, go to the settings of your security software and add the SoundTouch app and SoundTouch music server as programs that the software should not block.
For Windows computers, be sure Media Streaming is allowed for the SoundTouch system.
For more info, see Enabling Media Streaming in Windows.
Refer to the Router Information site for any known brand or device specific issues.
Locate the router model within the Router Information to determine if there is any model specific known issues and solutions. Owners' guides, product images and specifications may also be found within this site.
Reboot your router.
Routers may need to be reset from time to time—much like rebooting a computer. Disconnect power from the router for 30 seconds, then wait for it to start up and connect. (Note: Any device connected to the Internet will be interrupted during the reset.)
Remove and re-add the music library.
For more info, see Removing a music library then Adding a music library stored on a computer or NAS drive.
For Windows users, download the iTunes app from the Apple website.
If the iTunes app is installed from the Windows app store, the SoundTouch app might not detect iTunes as a music library source. Instead, download and install the iTunes from the Apple website, the add the music library:
- Go to www.apple.com/itunes.
- Scroll down to Looking for other versions? and click Windows.
- Download and install either the 64-bit or 32-bit version.
- Adding a music library stored on a computer or NAS drive to your SoundTouch account.
If using macOS 10.15 (Catalina), music libraries are not supported.
As of macOS 10.15, iTunes is no longer included in macOS. Since the SoundTouch app only supports music libraries from iTunes or Windows Media Player, a music library cannot be added from a computer running macOS 10.15. If a library was already added on a computer with a previous macOS version and, after, that computer was updated to Catalina, the library on that computer will still work but the contents of the library cannot be updated.
As an alternative, you can use AirPlay to stream music from an Apple Music library to your SoundTouch system.
As an alternative, you can use AirPlay to stream music from an Apple Music library to your SoundTouch system.
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