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T r o u b l e s h o o t i n g
Troubleshooting
At Innuos, we preconfigure our Zen servers to provide a plug-and-play experience. However, a
problem can always creep in so we’ve included troubleshooting information in case your Zen isn’t
working as expected. If the information below doesn’t solve your problem, don’t hesitate to contact
us on our Support e-mail: support@innuos.com
Can’t access the Zen Web UI or Shared Folders
If you can’t access the Zen Web UI or shared folder on your computer or smartphone/tablet this is
generally due to a networking problem.
If you have an iOS or Android device, you can install an app called Fing
(
http://www.overlooksoft.com/download
). Fing will look at your network and list all your devices on
your network. Check if the Zen is listed there. If it is then it means your device is not identifying the
Zen by name and you’ll need to type the IP address as shown on the Fing app (normally in the format
192.168.x.y). You can then access the Zen Web UI on http://<IP Number>. Ex:
http://192,168.0.138
This is especially valid for Android phone which do not recognise internal servers by name.
If the Zen does not show on the Fing app then check the following:
Ensure the Zen is connected to the same network as the device you are using to
access the Zen Web UI
Network devices can only “see” each other if they are on the same network. A common problem is
using multiple routers or wi-fi extenders that create different networks at home. If the Zen is
connected to your main router and your device is connected to another router or access point, they
will not be able to communicate. As such, if the Zen is connected via wired connection to your
wireless router, make sure your device is connected to the same router either wired or wirelessly.
If you are using powerline homeplugs, ensure they are working properly
The first thing to check about powerline homeplugs is whether they are connected directly to a wall
plug. Do not connect homeplugs to mains extensions, particularly if they are surge-protected. After
this, try connecting a computer and check if you have a connection to other devices on your
network.
