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Operating your Player on a PCI compliant Network

PCI compliancy is a complex and case-by-case process.  Click here to view a page that describes the overall network traffic created by the Cloudstream Player so you can best decide how to integrate it into your PCI compliancy plan.

Player Troubleshooting

Most issues can be resolved by referring to player the manual.  To view our online manuals click here.  Below are answers to the most common issues.

How do I activate my player?
Players are shipped de-activated, to active your player, click on the activate link in the header and follow the steps to register and activate your player. To activate your player, you will need the player's MAC address.  The MAC address can be found on the label on the upper right side of the back of the player.


Why won’t my player connect?
Most times when a player will not connect, there is a problem with the network settings.  The first thing to check is whether the player is getting an IP address from your router.  The IP address should begin with 192.168, if it is not then the DHCP setting is probably not enabled. To check your IP address, do the following:

  1. Press the Select/Enter knob, scroll to and select System Settings
  2. Scroll to and select Network to check to see if your player is displaying an IP address. 

If no IP address is shown, do the following:

  1. Press the back button
  2. Scroll to and select to Manual Settings and select Wired. 

If your router is set up for DHCP connection, make sure that the player displays DHCP Enabled.  If your router uses a Static IP connection, select DHCP Disable and then enter in a static IP address for the unit.

To set player to DHCP:

  1. Select System Settings
  2. Select Network Settings
  3. Select Manual Settings
  4. Select Wired
  5. Select DHCP enable 

To set player to static IP Address:

  1. Press the SELECT knob to enter settings menu.
  2. Using the SELECT knob scroll to Network Settings and press knob to select
  3. Scroll to Manual Settings and press the SELECT knob to select
  4. Scroll to Wired and press the SELECT knob to select
  5. Scroll to DHCP Disable and press the SELECT knob to select
  6. Use SELECT knob to set the static IP address, subnet mask, gateway address, primary DNS and secondary DNS. Scroll knob to each number and press select to choose.

Note: If you’re behind a firewall you may have to whitelist some IP Addresses and ports.  Click here to open up the player whitelisting instructions.

Can I filter out unwanted stations from the station list?
Yes!  Login to your account and go to the station templates tab.  Select the stations that you’d like to appear in your station list.  Name the station template and save it.  Next go to the players tab and select your radio.  From the pull-down list select the station template you just created. Restart your radio to push the new station template to your radio.

How do I clear out stations from the Last Listed setting?
You’ll need to do a factory reset of the player to clear out the Last Listed To settings.  Here’s how:

  1. Select System Settings
  2. Select Factory Reset
  3. Select Yes
  4. Follow onscreen instructions in the Setup Wizard

Note: Be sure to enable DHCP on the player after the reset.

Player displays “cannot play selected media” 

This issue can be remedied by using the Factory Reset option as detailed above.

How do I contact Cloudstream Music?

Scroll down to the footer on this page and let us know how we can help you.  We take great pride in our follow-up and we’ll get back to you usually the same day during the workweek and the first thing in the morning after a weekend or holiday.  We constantly monitor our user requests and if it’s a music emergency, we’ll do everything in our power to reach out to you right away. 


Frequently Asked Questions

How does Cloudstream Business Music work?

Cloudstream Music utilizes a streaming Internet media player to play selected music channel(s) in real time. With our streaming music service, you can count on up-to-the minute, great sounding, static-free music. New songs are added daily and our playlists are constantly updated.

What equipment do I need?

All you need is a Cloudstream Music Player and a broadband Internet connection with an Ethernet connection. If you have an existing sound system, simply connect the player to the amplifier. If you do not have an existing sound system, Cloudstream offers an awesome plug-and-play wireless sound system that you can install in minutes, without the need for professional installation. Our player is compatible with any sound existing sound system that has an available input, such as AUX or CD. The Cloudstream player connects in two places: to the router via standard network cable and to the amplifier via standard RCA cord.

Do I need to activate my Cloudstream player when it arrives?

Yes. Just login to the Cloudstream website and follow the instructions to activate a player.

Will the player operate behind a firewall?

Yes, the player is designed to operate behind a firewall. In most instances you won’t have to do anything to get it to connect to the Cloudstream Music Servers. If your IT department or vendor requires specific whitelisting info, click here to download it: Player Whitelist Settings

Will the player work with a Static IP address?

Yes, the player’s default is DHCP, but it can be configured to work with a static IP address in the player’s network settings.

Why use Cloudstream Music?

There are many reasons, but here are the Big 4: 1. With Cloudstream you will NEVER have to worry about any inappropriate content in your music. Your Cloudstream background music service-programming package is specific, commercial-free, and always appropriate for your business. 2. All music licensing is included. You will never have to worry about receiving fines for playing music unlawfully in your business. Cloudstream Music takes care of all BMI, ASCAP, SESAC, and SoundExchange fees. 3. Unlike Pandora, Spotify and other streaming music options, our music is mixed by real people, not robot machines! Every channel & every musical genre is handcrafted by programmers that are experts in their field…and the stations are constantly updated, so even the oldies never get old. 4. The Cloudstream Music player is simple to connect and does not require professional installation, you can get up and running in minutes, not hours.

Why use a music player and not a computer?

First, you don’t want to tie up your computer to stream music in your business, system sounds and other disruptions can and do frequently occur on computers. Computers and web browsers frequently crash leaving you with the “sounds of silence” and we’re not talking the Simon and Garfunkel version either. There is no more secure and reliable way to play music in your business than with a bulletproof Cloudsteam music player.

Why use Cloudstream Music instead of streaming Pandora, Spotify or some other streaming music service?

Most streaming music services are not licensed for business use and it is illegal to replay copyrighted music in a business. Get caught and it could cost you thousands of dollars. The other huge disadvantage is that when a customer enters your establishment, there should be no doubt as to the quality and content of the commercial background music heard. Every track on the Cloudstream business music is screened for offensive lyrics and content making it business safe.

Why use Cloudstream Music instead of playing CDs or iPod?

Aside from the fact that it is illegal to replay copyrighted music in a business, there are other disadvantages. When a customer enters your establishment, there should be no doubt as to the quality and content of the commercial background music heard. The quality of music and lyrics on CDs or an iPod often varies from song to song and would take a great amount of time and effort to assemble and monitor.

CDs also require physical handling and storage, and may become repetitious. Your Cloudstream Music subscription guarantees that the music played in-store are not only appropriate, but are chosen specifically to help communicate the sound of your brand from the time the doors open in the morning to when they close at night.

Why use Cloudstream Music instead of satellite radio?

Satellite radio relies on an external antenna that can be troublesome to install and is dependent on your physical location. For example, a mall location is not conducive to a line of site satellite antenna, which must be installed in order to obtain reception. Our player receives data continually from a broadband connection, so no matter where your store is located or the weather conditions, you can count on great sounding background music, static-free. Satellite radio music choices include their DJs, their promos and other distractions that are not focused on your brand, and which do not offer our customization.

Why use Cloudstream Music instead of playing the local radio stations?

If you are satisfied with using local radio in your business, you probably wouldn't be reading this, but there are laws governing the replay of copyrighted music in commercial establishments that you may want to be aware of. These concerns are completely covered in your Cloudstream Music programming package so that you will never be liable for any of these fees while using our service. Local radio cannot offer you any of our customization options. Cloudstream Business Music does not include any commercials, DJ chatter, inappropriate content or any other unnecessary distractions that are not focused on your brand.

Is my business covered for music licensing?

When you subscribe to Cloudstream, we report and pay all commercial licensing and royalty obligations to the artists, unless you operate an establishment that charges an admission or membership fee (e.g. a theme park, skating rink, dance club, health club, etc.) or uses music sources other than Cloudstream Music (such as CDs, DJs, live music or terrestrial radio, etc.), in which case you are responsible for payment of any copyright royalties to ASCAP, BMI, SESAC, or for any sound recordings.

Can I install the Cloudstream Music player myself?

Absolutely, as long as you have an existing sound system and connection point to your router. If you don’t have an existing sound system or want to upgrade you sound system, be sure to check out our awesome plug-and-play wireless music systems.

How much bandwidth does the media player use?

The Player streams at 64k constant bit rate…we sip data, making sure you have bandwidth to do whatever you need in your business. Or streams are encoded in ACC+ giving it audio quality that is well above its low data consumption.

Is the Internet reliable for streaming music?

Internet service providers have invested heavily to make sure connections are highly dependable. There is no doubt that the Internet is the most reliable, efficient and flexible way to deliver high quality music to your business.

What do I do if I am a franchise owner and think it is a great idea to have a custom program for all of the stores?

Just enter the information on your sales inquiry in the Contact Us section in the footer of this page and we will follow up.

How and when do I pay for the service?

When you purchase the Cloudstream player, you are automatically signed up with a monthly recurring billing for the service. Your music service will be billed monthly on the credit card that you provide. If you’d like to change the billing method, sign into to your account and go to the “Billing” tab to change the payment method.

What if I want to cancel?

Simply let us know prior to your next billing cycle and we’ll take care of it for you.

How do I contact Cloudstream Music?

Scroll down to the footer on this page and let us know how we can help you. We take great pride in our follow-up and we’ll get back to you usually the same day during the workweek and the first thing in the morning after a weekend or holiday. We constantly monitor our user requests and if it’s a music emergency, we’ll do everything in our power to reach out to you right away.

Manuals & Docs

PDF User Guides

PDF Product Sheets


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