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Phantom Premier: First Aid Guide

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  1. 1. I did not install my system yet
  2. 2. I have already done the setup of my system with Spark
  3. 3. Questions & Answers

1. I did not install my system yet

Phantom does not turn on or does not react

  • Unplug Phantom for 30 seconds
  • Replug Phantom and wait for 30 seconds
  • Make five quick presses on the back power button of your Phantom
  • The Phantom will make a noise (like a "clap").
  • Wait again for 30 seconds, Phantom's characteristic setup sound should start.

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I can't set up my Phantom - I have just one Phantom (no Dialog)

  • Plug the Phantom in the same power strip as your router
  • Turn off 4G on your Phone. Only your domestic wifi should be turned on.
  • Make five quick presses on the back button of your Phantom
  • The Phantom will make a noise (like a "clap").
  • Wait again for 30 seconds, Phantom's characteristic setup sound should start.
  • Open Spark and follow the setup steps
  • During the part where you are connecting your Phone to the Phantom wifi network (Phantomsetup_xxxx) make sure that your phone remains connected to that wifi. You might receive a notification pointing out that the network has no access to the internet, accept it anyway.
  • Double check the password of your domestic wifi network during the part of the setup in which Spark is asking you to enter your wifi credentials.

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Spark keeps saying "Do you have a Dialog?" although there is already a Dialog in my system

This message means that the Dialog is not wired to your router or something is preventing the Dialog to communicate. Please try the following suggestions:

  • Reboot your router by unplugging and replugging it to the power strip.
  • Reboot your Dialog, the same way as you did with your router.
  • Try a different ethernet cable between your Dialog and your router, plug the ethernet cable to a different port in your router.
  • Check that your phone/tablet/computer that is using Spark is connected to the right wifi network (same as the Dialog).
  • Try opening Spark from a different phone/tablet/computer.
  • Last check: ask your internet provider to open the port 24242 into your router, this port is used to discover the Devialet devices in your network.

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Spark is not able to find (one or more of) my Phantoms in a multi-room installation

This means that some of your Phantoms might be too far from the Dialog to establish clear communication.

Place all your Phantoms in the same room. Ideally, plug them to the same power strip along with your Dialog or at least to the closest power sockets. These steps will allow your Dialog to use PLC to communicate with the Phantoms.

Now, the Dialog should find all your Phantoms. Once the set up is done, place the Phantoms in their desired placements.

If some Phantom are located too far from Dialog, you might want to extend your home wifi network

  • If you want to extend your wifi network with an airport:
    1. Wire the airport to your electricity 
    2. Open Airport utility  
    3. During the airport set up select "extend/join a network" 
    4. When the set up is done you will have a "copy" of your main router. The airport can connect in wifi to your main router and thus be placed anywhere in the house. 
    5. You can use this option to move your dialog in another room and wire it in ethernet to the airport. This can be done if you need to move the Dialog in the same room as the Phantom. Screen_Shot_2018-04-04_at_15.24.38.png

 

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2. I have already done the setup of my system with Spark.

My Phantom has been set up correctly, but sometimes Spark asks me to start the setup again

Try the following:

  • Restart your router by unplugging and replugging it again.
  • Refresh your Dialog the same way you did with your router.
  • Open Spark again. If you can, try to do it on different phones/computers.

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Spark finds the setup, but I have some random issues (cuts in sound, unavailable streaming services)

  • Unplug and replug your Dialog, this will often solve many similar issues
  • Unplug and replug your Phantom in order o refresh its connectivity.
  • Go incognito in your browser (for example: on Chrome) to the website of your music service of choice and try to log in to make sure that your credentials are correct.
  • Restart the phone/computer that you usually use to play music. Please be sure that all your devices are on the same wifi network as your Phantom/Dialog. 

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3. Questions & Answers

What are the most common steps to try before calling Customer Care? 

  • Unplug and replug your router
  • Unplug and replug your Dialog
  • Unplug and replug your Phantom
  • Restart your phone/computer using Spark
  • Make sure that all your devices and your Dialog are using the same wifi network

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What is the fastest way to see if my device must be exchanged? 

  • Unplug and replug your router, Dialog, and Phantom
  • Plug Phantom and Dialog in the same room, as close as possible from each other. If possible, in the same power strip with no other devices
  • Restart the phone/computer that you use with Spark 
  • Make sure that all the devices are using the same wifi network 
  • If needed, reset the system
  • Stream music to your Phantom

You can also try the following process to reset your devices to factory:

  • >wire dialog and each Phantom in ethernet to the router (one by one if you must).
  • Do a rescue mode
  • Plug your Phantom(s) to a power strip with an on/off button (if you have more than one Phantom please use the same power stripe)
  • Turn on the power stripe for 7 seconds, then off for 3 seconds
  • Proceed to the "on/off" sequence 4 times consecutively
  • Wait for the sound to start again
  • Do the set up again, the Phantom should be up to date

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