Troubleshooting

Common Problems

Problem	Possible causes	Solution
No sound while App looks to be playing music successfully (timeline is increasing)	Output port isn't selected	Check in: Settings > LUMIN Options > Digital Audio Output Setting Settings > LUMIN Options > Digital Audio Output Settings > LUMIN Options > Active Audio Output To ensure that the output port matches the cabled connection.
	Muted or low volume	Check the Volume Ring on the App to make sure that the mute icon isn't showing.
	Muted or low volume	If the Volume Ring isn't at max, try raising it a little.
	Max Volume is set too low	Actual volume = main volume × Max Volume %. Check in: Settings > LUMIN Options > Max Volume % To ensure that the value is high enough.
	Connected DAC or Amplifier isn't set to the correct input port	Check that the input port of the DAC or Amplifier matches the cabling from LUMIN.
		Check that the input port on the DAC or Amplifier has been activated by button or in menus.
		Check that the volume on the connected device is set correctly and that mute isn't enabled.
	Output from LUMIN isn't compatible with DAC	If playing DSD or upsampling to DSD, ensure that the DAC is compatible with correct DSD resolution. Begin troubleshooting by downsampling DSD in Settings > LUMIN Options > Direct Stream Digital (DSD) to 'PCM' to see if sound returns.
		If playing MQA-encoded music (e.g. from TIDAL), ensure that the DAC is compatible. Begin troubleshooting by disabling MQA in Settings > LUMIN Options > MQA Mode to 'Off' to see if sound returns.
		If playing high-resolution PCM, ensure that the DAC is compatible with this resolution. Begin troubleshooting by checking the sample rate on the front panel of LUMIN and then downsampling that same resolution in Settings > LUMIN Options > Re-Sampling 'Custom' to '44.1kHz' or '48kHz' to see if sound returns.
LUMIN App can't see LUMIN player	All devices not on the same network	Check that LUMIN and the controlling device are on the same network as each other. Only one router in the home is recommended. If you have multiple Wi-Fi 'Access points' or a Mesh network, ensure they are in 'bridged mode' and aren't performing any network routing functions.
LUMIN App can't see LUMIN player	Network router needs reboot	Turn off all devices on the network, then turn them back on in the order specified in Recommended power-up sequence.
Album artwork not showing in LUMIN App	Artwork not embedded or in the correct location	LUMIN App can see artwork from local UPnP servers in one of two places: Embedded in the file. This is the most reliable method and can be done using Mp3tag or one of many other tagging and music management programs. The artwork JPEG is named folder.jpg and placed in the same folder as the song files.
Front panel just shows a circle	No songs in playlist	A circle display is normal expected behaviour after a factory reset or clearing the current Playlist. Simply add some music to your LUMIN playlist from the App. If the LUMIN App can't see your LUMIN Player, please see problem 'LUMIN App can't see LUMIN player'.
USB storage - music not visible	Disk is not supported	Some USB-powered disks require more power than LUMIN can provide. For best results use either a disk with its own separate power supply, or a dedicated flash drive or 2.5" USB-powered standalone drive (i.e. not a SATA disk inside a USB enclosure).
	Disk is incorrectly formatted	Please ensure that connected USB disks are single-partition and formatted FAT32, exFAT or NTFS only.
	LUMIN inbuilt USB server not started	Go to Settings > Music Library and select LUMIN USB Music Server from the menu.
TuneIn radio stations not showing	TuneIn down	Check that TuneIn is operating normally here: status.tunein.com
	Internet is down	Check that your network has access to the internet. If you have TIDAL or Qobuz accounts, test these on LUMIN.
	Username entered incorrectly	Navigate to: Settings > LUMIN Options > Internet Radio Setting and enter your TuneIn username (no password required).
	Stations aren't supported	Folders within your TuneIn library are not supported. Due to the wide variety of audio codecs and streaming formats used by TuneIn, some radio stations may not play on LUMIN. Some radio stations are geo-restricted and may not play in your region - e.g. BBC does not play on TuneIn in the UK.
TIDAL streaming not working or only playing 30 seconds	TIDAL down	Check that TIDAL is operating normally by trying to login and play in a browser: listen.TIDAL.com.
	Internet is down	Check that your network has access to the internet. If you have TuneIn or Qobuz accounts, test these on LUMIN.
	Login details entered incorrectly	Navigate to: Settings > LUMIN Options > TIDAL Setting and enter your TIDAL username and password.
	Password contains unsupported characters	Use the TIDAL website to change your login password to alphanumeric only. Then re-enter the login details in Settings > LUMIN Options > TIDAL Setting.
	Payment method not valid	Check that you are using the correct account, your credit card is not expired, and your last payment to the streaming service was successful (this is especially relevant if experiencing 30 second-only playback)
	App update or latest firmware needed	From time to time TIDAL will make a big change that will require the LUMIN App or firmware to be updated. Visit the Android Play Store or the Apple App Store to download the latest App version. After updating you may need to re-enter your login details in Settings > LUMIN Options > TIDAL Setting. Check for a new version of the LUMIN firmware using these instructions
	TIDAL not available in your country	See a list of TIDAL-supported countries here
	Cloudfront 403 Error	Please wait till the next day, then power cycle the whole network of devices starting from the router, LUMIN, NAS (if applicable), Roon Server (if applicable), including your iPad and all mobile devices. If possible, release the WAN IP from the router setting, wait for 10 minutes, then obtain a different WAN IP from the router setting.
	Router blocking access	In router, disable Firewall, Netgear Armor (if using Netgear), Internet Security, QoS, bandwidth management and any advanced features.
Qobuz streaming not working or only playing 30 seconds	Qobuz down	Check that Qobuz is operating normally by trying to login and play in a browser: play.qobuz.com
	Internet is down	Check that your network has access to the internet. If you have TuneIn or TIDAL accounts, test these on LUMIN.
	Login details entered incorrectly	Navigate to: Settings > LUMIN Options > Qobuz Setting and enter your Qobuz username and password. Make sure that you use email and password instead of username.
	Password contains unsupported characters	Use the Qobuz website to change your login password to alphanumeric only. Then re-enter the login details in Settings > LUMIN Options > Qobuz Setting.
	Payment method not valid	Check that you are using the correct account, your credit card is not expired, and your last payment to the streaming service was successful (this is especially relevant if experiencing 30 second-only playback)
	App update or latest firmware needed	From time to time Qobuz will make a big change that will require the LUMIN App or firmware to be updated. Visit the Android Play Store or the Apple App Store to download the latest version. After updating you may need to re-enter your login details in Settings > LUMIN Options > Qobuz Setting Check for a new version of the LUMIN firmware using these instructions
	Qobuz account incompatible	Hi-Res: Will only play if you have a SUBLIME HIFI or STUDIO account. CD quality: Will only play with HIFI or HIFI Classic accounts. MP3 quality: Basic accounts and Premium accounts will stream at MP3 quality.
	Qobuz not available in your country	See a list of Qobuz-supported countries here
	Router blocking access	In router, disable Firewall, Netgear Armor (if using Netgear), Internet Security, QoS, bandwidth management and any advanced features.
DSD is being converted to PCM on digital output	Volume Control is set to 'On'	With digital output, when LUMIN Volume Control is set to 'On' DSD will be converted to PCM to enable volume adjustments. This is true even if Volume = 100. Solution: Turn Volume Control 'Off' Note: LUMIN Models using Analogue Output can adjust volume control without conversion to PCM and therefore it is fine to leave volume control 'On' in this case.